Service Designer

Mission of the position

The incorporated person will be responsible for identifying opportunities for development and improvement of services to transform them into tangible solutions that ensure positive experiences for users at the different points of contact with MTG, ensuring that they drive the profitable and sustainable growth of the company.

Main responsibilities

– Coordinate and oversee the implementation of the Voice of Customer (VoC) program, from data collection to analysis.

– Visualize and analyze user interactions with the company’s different services over time to identify pain points / opportunities for improvement and thus be able to design the most appropriate and relevant service in each case (User Journey Mapping).

– Propose solutions and strategies for the creation or improvement of the services that MTG offers to Dealers, both digital services and non-digital services, addressing identified pain points / improvement opportunities.

– Identify opportunities to reduce costs and improve the customer experience within an existing service.

– Devise innovative and disruptive solutions aligned with industry trends and bring them to a minimum viable product (MVP) in collaboration with other teams.

– Lead internal workshops and Customer Discovery sessions to engage stakeholders, encourage idea generation and co-design solutions.

– Create and manage a backlog of Dealer-focused initiatives, prioritizing them based on impact and efficiency in resource allocation.

– Create blueprints, prototypes and visual representations (mock-up) of the proposed services to obtain feedback and perform tests with users using tools such as Figma, Sketch, Adobe XD, InVision, among others.

– Work closely with the Customer Experience, Marketing, Systems, etc. teams. to validate the concept and make decisions based on the design, promoting a customer-centric philosophy.

– Collaborate in the implementation of solutions, ensuring that the service vision is effectively translated into reality.

– Develop processes and standards to guarantee an excellent Dealer experience.

– Evaluate the effectiveness, efficiency, satisfaction and usability of the implemented services through metrics and user feedback, and make adjustments to continually improve them.

Requirements

• Education: Master’s degree or specialization course in UX, Customer Experience, Service Design or related field.
• +5 years of experience in service and UX design, digital projects in an App environment, consulting or digital and process transformation, preferably in a B2B environment.
• Relevant skills and experience in User Research, Design Thinking, Service Design and application of Agile methodologies.
• Knowledge of information architecture, interaction design, usability, user testing, prototyping and heuristic analysis.
• Teamwork skills and excellent interpersonal skills, with the ability to communicate and establish solid working relationships with interdisciplinary teams.
• Management, planning, project management and organization skills, necessary to simultaneously manage a wide list of initiatives aimed at improving the customer experience.
• Experience in dialogue, coordination and priority planning with development teams.
• Excellent communication skills, both written and verbal in Spanish and English.
• Availability to travel regularly to capture insights, validate ideas, etc. (Customer Discovery).