Service Designer

Your Role and Responsibilities
The role of Service designer aims to ensure the optimization of the final customer experience throughout the end-to-end journey, optimizing processes and interfaces, eliminating sources of friction with the user, stimulating the link between the customer and the company and finally achieving their loyalty.
Responsibilities

• Define the optimal journeys for the client. Map the desired experience, clearly detailing the relationships between the three basic moments of service: before, during and after (experience strategy)
• Distillation of research results, both qualitative and quantitative, to activate the next phase of the design process. Detection of the points in which it is required to deepen the research and collaboration in the definition of the methodology to carry it out (Synthesis of the research)
• Develop and share concepts in a human-centered way (person-centered design)
• Plan and execute co-creation workshops with clients and / or stakeholders. Understand what type of artifact to use to design, validate and test services, to be presented and delivered to stakeholders (customer journeys, service design blueprints, storyboards, roleplay, etc.) – (facilitation and conceptualization of artifacts)
• Produce deliverables ready for stakeholders, using the appropriate means (delivery)
• Develop and / or support the execution of service prototypes in the necessary channel / means, including, among others, the development of wireframes, basic interactive digital prototypes, staging of services and other analog media, in coordination with the role of UX (service prototyping)
• Identify and develop test and prototyping methods and plans that adequately test key assumptions regarding user needs (validation)
• Co-design and take responsibility for the plan and delivery with a commitment from start to finish. Develop strategic and tactical roadmaps, in collaboration with other technology leaders. Identify risks, plan and execute mitigation actions (planning)
• Introduce new tools, ways of thinking and uses (methodology)
• Understand, articulate and apply key trends, strategies and experiences that drive customer engagement (technology)
• Collaborate to articulate the business model and strategy of our clients (business modeling and strategy)
• Foster relationships of trust and collaboration with clients (commitment to the client)
• Build design and technology capabilities internally and externally (design ambassador)
• Provide information to the company on the status of the experience

Required Technical and Professional Expertise

• More than 3 years of experience in human-centered design processes (exclusive).
• Knowledge about Design Thinking (exclusive).
• Proven experience in workshop facilitation, storytelling and visual design, supported by a good theoretical base in service design (exclusive).
• Research experience (in-depth interviews, participant observation, etc.).
• Strong writing skills and the ability to present findings clearly, convincingly, and credibly.
• Ability to share concepts with a group; ability to manage daily communications, co-create concepts and methodology (communication, verbal and written)
• Skills and resources for visual design.
• Knowledge of Mural / Miró and Adobe Package.
• intermediate / advanced English

Preferred Technical and Professional Expertise
Not Applicable