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About the role
Key responsibilities & impact- Map the customer journey and identify pain points, improvement opportunities, and critical touchpoints.
- Apply design and user research methods.
- Conduct interviews, observations, and usability tests to generate user insights.
- Create service experience maps and diagrams, including Service Blueprints and Journey Maps.
- Develop personas to guide the design process.
- Develop and iterate service or solution prototypes and conduct validation testing and feedback sessions.
- Contribute to service strategies and facilitate workshops.
- Collaborate with multidisciplinary Marketing, Sales, and Delivery teams.
- Analyze qualitative and quantitative data and propose continuous improvements.
- Monitor market trends.
- Lead meetings, establish project guidelines, and present results to internal and external stakeholders.
Requirements
What you’ll need- At least 4 years of prior experience as a Service Designer and/or in related roles.
- Education or training in Systems Design approaches (Service Design, Design Thinking, Strategic Design, Design Systems, etc.).
- Academic degree and postgraduate studies (in progress or completed) in related fields.
- Experience with Systems Design tools and techniques.
- Knowledge of business modeling and project management.
- Demonstrated ability to conduct research, including interviews, observation, and usability testing.
- Experience creating maps and diagrams that represent the user experience, including Journey Maps and Service Blueprints.
- Ability to interpret and analyze qualitative and quantitative data.
- Strong writing and negotiation skills.
- Knowledge of Brazil’s General Data Protection Law (LGPD).
- Intermediate English.
- Intermediate Spanish.
- Advanced proficiency in Microsoft Office, including PowerPoint, Excel, and Word.
- Strategic and systems thinking.
- Problem-solving and critical-thinking skills.
- Effective communication skills and the ability to train others and share knowledge.
- Strong prioritization and organizational skills, with adaptability to change.
- Interpersonal skills, emotional intelligence, and conflict mediation abilities.
- Creativity and a commitment to continuous learning.
Benefits
Comp & perks- Engagement under a cooperative contracting model
- Reimbursement for computer equipment purchases
- Home office allowance
- People Hub – Benefits Club
- Allowance for using personal computer equipment
- Home office allowance provided on a card as an unrestricted balance for use at your discretion
- DIT – Temporary Disability Daily Benefit
- Birthday day off – after all, it’s a day to celebrate!
- Anywhere Office model – work from wherever you feel comfortable
- TotalPass
- Training and certifications
- Colab+ package with access to WellHub, Avus, and Starbem