Senior Service Designer

The Senior Service Designer is responsible for leading the conception, evolution, and transformation of complex digital services and experiences, connecting user needs to business strategies. They work strategically and hands-on, driving initiatives from discovery to implementation, translating insights into scalable, results-oriented solutions.

This professional will collaborate with multidisciplinary stakeholders, influence decisions at the tactical and executive levels, and structure service journeys and ecosystems, with a strong use of data and Artificial Intelligence to gain efficiency, personalization, and value creation. Furthermore, they will be responsible for fostering a culture of innovation, user-centered design, and the conscious use of new technologies within the organization.

• Lead strategic and complex service transformation projects, ensuring alignment between user experience and business objectives;
• To structure and lead discovery and delivery processes, transforming ambiguous problems into clear and tangible opportunities;
• Define and evolve service design strategies, focusing on scalable, efficient, and data-driven B2B solutions;
• Mapping journeys, ecosystems, and touchpoints, identifying opportunities for optimization, innovation, and value creation;
• Translate research insights into viable, desirable, and technically feasible solutions;
• Develop and validate prototypes (low, medium, and high fidelity), accelerating learning and reducing risks;
• Integrate the use of Artificial Intelligence in the design and evolution of products and services (automation, personalization, analytics and generative models);
• Using AI tools in daily life to optimize design processes (research, synthesis, ideation, prototyping, and documentation);
• Define, monitor, and analyze success metrics, ensuring measurable impact of the proposed solutions;
• To work in partnership with leadership in building roadmaps for innovation and portfolio evolution;
• Facilitate strategic and operational workshops with internal and external stakeholders;
• Influencing decisions based on structured, data-driven storytelling;
• Expertise in creating executive presentations with high-quality design, refined visual appeal, and clear communication, ensuring consistent, well-structured materials geared towards decision-making;
• Practical knowledge in the use of Artificial Intelligence tools applied to design, such as supporting hypothesis generation, research synthesis, workflow creation, prototyping, documentation, and delivery automation;
• To promote maturity in AI design and use within the team and the organization.

 

• Experience in service design, product design, innovation, or related fields;
• Education in Design, UX/UI, product or related fields;
• Proficiency in methodologies and approaches such as Design Thinking, User-Centered Design, Discovery, Facilitation Techniques, Storytelling, Product Vision, Research Methods, and Agile Methodologies;
• Ability to apply user-centered design methodologies in B2B contexts, considering complex journeys, multiple stakeholders, and business needs;
• Practical experience with design and collaboration tools, such as Figma, Miro, and similar programs, for prototyping, flow mapping, journey building, and facilitating collaborative dynamics;
• In-depth knowledge in the creation of prototypes, mockups, and service flows, with varying levels of fidelity, for concept validation, usability testing, and alignment with business and technology areas.

Key differentiators: 

• Prior knowledge or experience in Product Design;
• Experience in the logistics sector, supply chain, or complex operational contexts;
• Experience in projects involving Artificial Intelligence solutions for the B2B context.