Principal Service Designer

We are looking for a hands-on Principal Service Designer who is passionate about creating 
complete experiences, optimizing interactions between people, processes and technology. 
This professional will be tasked with designing services that connect user needs and business objectives, ensuring consistent and engaging journeys. 
As a Staff Service Designer, you will be responsible for leading strategic service design initiatives, working collaboratively with multidisciplinary teams and driving innovation through creative and user-centric processes.

Main Activities:

• Map and analyze service journeys to identify opportunities for 
  improvement and optimization, considering interactions between users, processes and 
  platforms;
• Conduct qualitative and quantitative research, involving stakeholders, 
  employees and users to understand behaviors, pains and 
  needs;
• Create frameworks and service prototypes, continuously iterating based 
  on feedback and testing.
• Develop and implement innovative processes that optimize user  experience  and operational efficiency.
• Collaborate with multidisciplinary teams, such as technology, operations, product 
  , and design, to align solutions with strategic objectives. 
• Ensure inclusion and accessibility in designed services, meeting 
  different user profiles. 
• Lead workshops and ideation sessions with internal and external stakeholders, 
  promoting alignment and co-creation. 
• Document and communicate service concepts and process changes, 
  ensuring clarity and adoption. 
• Identify and resolve design issues that negatively impact 
  user experience or business efficiency. 

Prerequisites:

• Solid experience in service design, with a portfolio that demonstrates 
  practical cases of impact on complete journeys. 
• Familiarity with Design Thinking tools and methodologies and 
  co-creation practices. 
• Ability to conduct in-depth research and translate insights into 
  practical solutions. 
• Experience in journey mapping and creating service blueprints. 
• Skills in prototyping and validating concepts through testing. 
• Knowledge in cognitive psychology and emotional design. 
• Excellence in verbal and written communication, with the ability to engage and 
  influence stakeholders at different levels. 
• Ability to work in agile and dynamic environments, adapting 
  quickly to changes. 
• Advanced English for collaboration with international teams.

Differentials: 

• Experience in regulated industries such as financial services or healthcare. 
• Complementary training in Service Design or Strategic Design. 
• Knowledge of data and analysis tools to measure the impact of 
  changes to services. 
• Experience in leading accessibility and sustainability initiatives in 
  services. 
• Ability to lead teams and mentor in service design practices.