Service Designer

Role Description

We are looking for a proactive and collaborative Service Designer, capable of uniting points of contact and coordinating multidisciplinary teams to develop comprehensive solutions that put the user at the center of everything. You must be able to orchestrate all separate touchpoints (online/offline) into a seamless and enjoyable experience.

Responsibilities:

• Understands the initial service, prioritizes problems to be addressed and builds end-to-end service solutions by orchestrating areas, roles and layers of the service.
• Promotes user experience research through different qualitative and quantitative research methodologies.
• Ensures the delivery of a consistent service across points of contact that ensures a quality experience for the consumer.
• Poses and leads workshops with stakeholders and/or internal and/or end users to map problems, find solutions, prototype and/or test.
• Prototype concepts in storyboards or other tools to make ideas tangible.
• Evaluate initiatives/proposals/solutions/concepts/flows with internal and external clients to receive feedback on what is generated.
• Identifies service monitoring metrics at the different contact points to be able to measure and propose improvements
• Conduct research to understand human behavior, from the user’s real needs and motivations through empathy, ethnographic interviews, etc.

Requirements:

These are some of the requirements we expect for this role:

• 3 to 4 years of experience designing quality products and services that have impacted digital and non-digital points, both front and back.
• Experience in recruiting, creating scripts for proof of concept, facilitating sessions, reporting results and readjusting based on findings.
• Experience working with cross-functional teams (roles such as backend, frontend, ux, ui, po, analysts, etc).
• Experience working in all phases of projects from research to implementation.

Knowledge of the following methodologies, deliverables and tools:

• Design Thinking, Doble Diamante, Blue and Red Ocean, Lean Start Up, Forth Innovation Method, etc.
• Customer journey / customer experience map.
• Service maps (blueprints).
• Experience prototyping.
• Initiative prioritization matrix.
• Collaborative boards in Figma / Mural / Miro.
• Project and task management in Notion, Trello
• Presentations in Figma