Service Designer

Join the Portobello Shop team , a global brand that is a reference in innovation and design of complete flooring solutions. We are the largest specialized retail chain in Brazil, driven since 1998 by the purpose of transforming environments and moving people.

Here, you are the one who designs the next step in your career, in an agile and dynamic space . So, if you are also passionate about retail, design, and technology, motivated by excellent deliveries and guided by customer satisfaction, your place is with us. Come be part of the future of design here at Portobello Shop!

Area of ​​Activity:

We are looking for a professional who is passionate about design and customer experience. The scope of work is focused on mapping our users’ journey and taking a systemic view of products and services, in order to identify opportunities for innovative and strategic solutions. 

Your role within CX Design:

As a Service Designer, you will play a crucial role in deeply understanding the needs of users (end customers, architects, employees, franchisees, etc.) as well as the business needs of Portobello Shop, and translating them into new service journeys. You will work collaboratively with a multidisciplinary team to create design solutions that not only meet, but exceed user expectations.

Responsibilities and duties:

• Map and analyze user journeys to identify opportunities for improvement and optimization, considering interactions between users, processes and systems; 
• Conduct qualitative and quantitative research, involving stakeholders, employees and users to understand behaviors, pains and needs, producing insights;
• Collaborate with multidisciplinary teams, such as technology, operations, product and design, to align solutions with the company’s strategic objectives.
• Structure and support the facilitation of workshops and ideation sessions with internal and external stakeholders, promoting alignment and co-creation (in person or online).
• Synthesize and document insights and process changes, ensuring clarity and focus on the customer experience.
• Contribute to the construction of backlogs, strategic roadmaps for products, services and experiences.

• Higher education in Design, Psychology, Communication or related fields.
• Experience in service design, user experience (UX) or innovation consultancy. 
• Knowledge of design thinking methodologies, user research, co-creation facilitation and storytelling. 
• Mastery of journey mapping and service design tools, such as Miro, Figma, Adobe package and similar.
• Excellent verbal and written communication, with the ability to present ideas and solutions clearly and persuasively.
• Ability to conduct user data collection, market research, interviews and process mapping to translate insights into practical solutions. 
• Experience in journey mapping, creating service blueprints. 
• Skills in prototyping and validating concepts through testing with clear hypotheses and methods.
• Ability to work in agile and dynamic environments, adapting quickly to changes. 

Differential:

• Knowledge of graphic layout and data storytelling.
• Knowledge of CX and NPS System, to cross-reference quantitative and qualitative data from the customer centricity program.