Senior Service Designer

The responsible person will be in charge of:

• Map customer journeys and internal processes  to identify frictions, opportunities, and responsible parties at each touchpoint, and identify rapid iterations from service design.
• Conduct basic qualitative and quantitative research  to gather direct evidence to support proposals for service improvements.
• Create and maintain service blueprints and service prototypes  with the goal of visualizing and validating solutions together with users and internal teams.
• Facilitate co-creation workshops with operational and support teams , promoting the development of aligned solutions with a high level of involvement.
• Collaborate in defining basic experience metrics  that allow measuring the impact of the improvements implemented in the services.
• Documenting findings and lessons learned in accessible reports , consolidating organizational knowledge about experience for future initiatives.

Requirements:

• Professional in Design, Psychology, Industrial Engineering, Industrial Design, Systems Engineering, Communications or related fields.
• Specialization or additional training in Design Thinking, UX, UI, Human Centered Design, Design Research, Systems Thinking or similar.
• Minimum 2-3 years in continuous Service Designer positions.
• Experience in research projects or customer experience (CX).
• Previous collaboration with design, business, and technology profiles.
• Intermediate English, both spoken and written.
• Intermediate level proficiency in tools such as Figma, Miro, FigJam and Excel .
• Specific knowledge:  Intermediate Service Design, qualitative and quantitative research, process design, service prototyping, Human Centered Design, Design Thinking.
• Desirable skills:  UX, UI, Visual Design, market research, process courses, experience in health and healthcare sectors, and artificial intelligence applied to design.
• Soft skills:  systemic thinking, empathy, visual communication, synthesis skills, collaborative work, rapport with clients and users, ownership and results orientation.