Strategic and hands-on Lead Service Designer role focused on transforming complex processes into business efficiency through advanced research and Lean Service Design.. Requires experience engaging with C-Level stakeholders and delivering insights that influence executive decisions.. Must be fluent in both Spanish and English to operate effectively in global, multicultural environments.. Responsible for leading the design and delivery of technology projects by translating operational challenges into actionable design strategies.. Expected to create master Service Blueprints and lead high-impact workshops grounded in contextual research and stakeholder input.. Applies rigorous research methods to convert business metrics into tangible service improvements.. Designs and tests service ecosystems using low-fidelity prototypes, storyboards, and role-playing techniques.. Balances user experience with business efficiency, ensuring design decisions align with organizational goals.. Communicates strategic risks, project scope, and efficiency gains to stakeholders based on research findings.. Advocates for service design within the broader community by demonstrating how research bridges user needs and organizational performance.
Responsibilities
- Lead the design and execution of complex technology projects by applying advanced research to uncover opportunities for operational efficiency.
- Conduct strategic research to map complex processes and customer journeys, identifying friction, waste, and technical debt for executive decision-making.
- Facilitate high-pressure workshops and develop comprehensive Service Blueprints based on contextual analysis and stakeholder evidence.
- Apply research techniques such as contextual inquiry and moderated interviews to turn business metrics into actionable design improvements.
- Create and implement service and product strategies that integrate user experience with Lean Service Design principles.
- Develop and test design hypotheses using low-fidelity prototypes, including storyboards and role-playing, to validate service concepts.
- Regularly assess and communicate project scope, strategic risks, and efficiency outcomes to all stakeholders based on research insights.
- Manage client expectations by clearly articulating the value of design deliverables and evidence-based findings.
- Mentor team members through on-the-job training in advanced research, Lean Service Design, and Design Thinking.
- Promote service design practices across the organization by showcasing how research connects user needs with business performance.
Requirements
- Proven experience as a Lead Service Designer with direct engagement at the C-Level.
- Skilled in advanced research methods such as contextual inquiry, moderated interviews, and user testing.
- Highly proficient in creating and interpreting Service Blueprints and Journey Maps to improve service systems.
- Demonstrated ability to lead research initiatives that inform executive-level decisions.
- Fluent in both Spanish and English to support global project delivery.
- Deep knowledge of Lean Service Design and Design Thinking frameworks.
- Capable of converting business metrics and executive goals into measurable design outcomes with clear return on investment.
- Experienced in mapping service ecosystems and analyzing stakeholder relationships.
- Strong facilitation and communication skills to build trust and alignment with senior leaders.
- History of mentoring designers in research techniques and strategic thinking.
Tech Stack
Service Blueprints, Journey Maps, Contextual Inquiry, Moderated Interviews, User Testing, Lean Service Design, Design Thinking, Rapid Prototyping, Stakeholder Mapping, Ecosystem Analysis
Benefits
- Opportunities for autonomous career development supported by interactive tools and learning programs.
- Work environment that fosters mutual growth and active support among team members.
- Access to ongoing learning and professional development initiatives.
- Inclusive and energetic workplace dedicated to meaningful and purpose-driven technology projects.
Work Arrangement
Remote work permitted within Brazil
Team
Multi-disciplinary teams integrated within agile software delivery environments
- Inclusive and supportive community
- Emphasis on continuous learning and personal growth
- Empowerment through collaboration and mentorship
- Commitment to responsible AI and ethical technology practices
- Driving innovation through purposeful and impactful work
Additional Information
- Applicants must submit a resume and portfolio separately, preferably in English.
- Occasional international work may be required.
