Senior Service Designer

Do you want to make a difference in the new economy and transform people and businesses to prosper? Come to Cadastra!

We are looking for a Senior Service Designer to join our Innovation team. You will be responsible for designing and optimizing end-to-end services, aligning user needs, business objectives and technical feasibility. You will work with multidisciplinary teams to conduct research, map journeys, prototype solutions and implement improvements that generate real impact.  

If you are passionate about solving complex problems, have experience in service design and are proficient in UX/UI tools, this position is for you!  

Vacancy with hybrid work in São Paulo

In the Innovation team you will have the challenge of:

Research and Discovery

• Conduct qualitative and quantitative research (interviews, questionnaires, data analysis, shadowing) to understand user needs and identify opportunities for improvement.  
• Explore market trends, benchmarking and case studies to support strategic decisions.  

Service Mapping and Analysis 

• Create and update Service Blueprints , Customer Journey Maps and Ecosystem Maps , identifying touchpoints, gaps and inefficiencies.  
• Analyze internal processes and propose solutions that simplify flows, reduce costs and increase customer satisfaction.  

Strategy and Co-creation

• Facilitate co-creation workshops with stakeholders, using Design Thinking and other agile methodologies to prioritize initiatives.  
• Collaborate with business and product teams to define the vision, value proposition and roadmap of services.  

Prototyping and Concept Testing 

• Develop low and medium fidelity prototypes (using tools like Figma and Miro) to validate flows and experiences.  
• Conduct proof of concept (PoCs) and pilots, collect feedback, and iterate based on quantitative and qualitative data.  

Stakeholder Management and Alignment 

• Engage different areas of the company, leading alignment meetings and agile rituals (daily, review, retrospectives).  
• Document and present research results and prototypes to executive teams, ensuring clarity and strategic support.  

Measurement of Results

• Define success metrics (KPIs) such as NPS, CSAT, handle time and conversion rate.  
• Analyze data and generate reports to identify opportunities for continuous optimization.  

What Cadastra expects from you:

Research and Analysis 

• Mastery of qualitative (interviews, focus groups) and quantitative (analysis of statistical data) research techniques.  
• Experience with tools such as Google Analytics and Hotjar, or similar for user behavior analysis.  

Journey and Process Mapping 

• Expertise em criar Service Blueprints, Customer Journey Maps e Stakeholder Maps.
• Knowledge in Business Process Management (BPM) to model and optimize back-office processes.  

Prototyping and Design Tools 

• Skills in service prototyping (storyboarding, role-playing, mockups).  
• Familiarity with design tools like Figma and Miro.

Facilitation and Co-creation 

• Experience in conducting workshops with Design Thinking, Lean Inception or agile methodologies.  
• Ability to manage groups, align expectations and resolve conflicts.  

UX/UI and Digital Integration 

• Knowledge in UX Design and UI Design , with notions of usability, information architecture and responsive design.  
• Understanding how digital experiences (apps, portals, chatbots) integrate into the customer journey.  

Agile Methodologies and Project Management  

• Experience with agile methodologies such as Scrum and Kanban .  
• Experience with Jira management tools .

Data Analysis and Metrics

• Knowledge in defining and monitoring customer experience and operational efficiency KPIs.  
• Ability to transform data into actionable insights.  

Desirable Qualifications:

• Training in Design, Administration, Marketing, Psychology, Engineering or related areas.  
• 5 to 7 years of experience in Service Design, CX, UX or innovation consulting.  
• Portfolio or cases that prove the application of Service Design methods and measurable results.  
• Certifications in Design Thinking, Service Design or Lean Service Creation are a plus.