Pessoa Designer de Serviços Pleno

Accountabilities

• Map and diagnose customer journeys using service design and user research methods, identifying pain points, opportunities, and critical touchpoints across the service experience.
• Plan and conduct qualitative research, including interviews, observations, and usability testing, to uncover user needs, behaviors, expectations, and insights.
• Create journey maps, Service Blueprints, diagrams, personas, and other visual artifacts that help teams understand and improve the user experience.
• Develop, prototype, test, and iterate service solutions aligned with user needs and business objectives, incorporating feedback into continuous improvements.
• Contribute to service strategy definition and refinement by facilitating workshops and collaborating with multidisciplinary teams across areas such as Marketing, Commercial, and Delivery.
• Analyze qualitative and quantitative service and product data to identify improvement opportunities, monitor performance, and support informed decision-making.
• Lead meetings with stakeholders to gather information, establish project guidelines, communicate findings, and present recommendations to internal and external audiences.

Requirements

• Minimum of 4 years of experience as a Service Designer or in closely related roles.
• Training or specialization in systemic design approaches, such as Service Design, Design Thinking, Strategic Design, Design Systems, or related disciplines.
• Academic degree and/or postgraduate studies, either completed or in progress, in a relevant field.
• Strong knowledge of systemic design tools and techniques, with practical experience applying them to service and experience challenges.
• Knowledge of business modeling and project management.
• Demonstrated ability to conduct user research through interviews, observation, usability testing, and related techniques.
• Experience creating journey maps, Service Blueprints, diagrams, personas, and other service design artifacts.
• Strong ability to interpret and analyze both qualitative and quantitative data.
• Excellent writing, communication, negotiation, and stakeholder management skills.
• Knowledge of LGPD and its implications for user and customer data.
• English: Intermediate level.
• Spanish: Intermediate level.
• Microsoft Office: Advanced proficiency, particularly PowerPoint, Excel, and Word.
• Strategic and systemic thinking, with the ability to connect design initiatives to broader business transformation objectives.
• Strong problem-solving mindset, critical thinking, creativity, and a continuous learning orientation.
• Excellent interpersonal skills, emotional intelligence, conflict mediation, adaptability, organization, and prioritization.
• Ability to communicate clearly and assertively, facilitate discussions, and share knowledge with others.

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