Thoughtworks seeks a Lead Service Designer with deep C-Level experience to join our team. In this role, you will transform complex organizational processes into tangible business efficiency through advanced research and Lean Service Design principles, operating within a dynamic and inclusive community dedicated to impactful work.
What You'll Do
- Play an active, strategic role in the delivery and design of complex technology projects, using advanced research to translate operational realities into clear opportunities for efficiency.
- Lead strategic research initiatives to map intricate processes and journeys, identifying friction points, technical debt, and waste to drive C-Level decision-making.
- Facilitate high-stakes workshops and lead the creation of master Service Blueprints grounded in deep contextual analysis and stakeholder evidence.
- Apply rigorous research methods—from contextual inquiry to moderated interviews—to translate business metrics into tangible design improvements.
- Design and implement unique strategies for products and services, balancing user experience with a strong focus on business efficiency and Lean Service Design.
- Set up inspiring design hypotheses and low-fidelity prototypes—ranging from storyboards to role-playing—to test and validate service ecosystems through user testing.
- Ensure that project scope, strategic risks, and efficiency gains are regularly assessed and communicated to all actors in the stakeholder ecosystem based on research findings.
- Balance client expectations and project feasibility by clearly communicating the value of experience design deliverables and evidence-based insights.
- Extend your expertise to teammates by providing on-the-job training in advanced research methods, Lean Service Design, and Design Thinking.
- Advocate service design expertise to the broader community, demonstrating how research-driven insights bridge the gap between user needs and organizational performance.
What We're Looking For
- Expertise in Strategic Research, with a hands-on profile for leading contextual inquiries, moderated interviews, and user testing to diagnose complex organizational challenges.
- Expert in Service Design, specializing in bridging the gap between complex processes and seamless experiences through Service Blueprints and Master Journey Maps.
- Data-driven diagnostic skills, with the ability to employ different research methods to identify operational friction and translate findings into strategic roadmaps.
- Proven ability to translate business metrics and C-Level objectives into design requirements, ensuring that every service intervention delivers measurable ROI.
- Advanced mastery of Lean Service Design and Design Thinking, with the capability to validate service ecosystems through rapid prototyping and experimentation.
- Expertise in Stakeholder Mapping and Ecosystem Analysis, allowing you to navigate and influence the intricate web of actors and systems that define service delivery.
- Proficient in Spanish and English (Advanced Spanish and Upper Intermediate English).
- Highly strategic and unique approach to product and service design, with proven experience in influencing C-Level stakeholders through evidence.
- Natural knack for articulation and facilitation, capable of gaining trust and ensuring buy-in by presenting clear, research-backed insights.
- Passion for research-driven problem solving, always looking for ways to reduce waste and improve service delivery through continuous discovery.
- Ability to lead complex projects solo or collaborate with multidisciplinary teams to deliver high-impact strategic roadmaps based on user and business needs.
- Keen interest in mentoring others, helping the design team grow their capabilities in research, strategic thinking, and business alignment.
- Ability to easily liaise between business goals and design execution, ensuring consistency in quality and the achievement of measurable, data-backed results.
- Passion for contributing to the experience design community through peer reviews, expanding the team's understanding of research-led service excellence.
Team & Environment
You will work within multi-disciplinary teams at Thoughtworks, a dynamic and inclusive community committed to pushing boundaries through purposeful work, balancing autonomy with a culture of cultivation and continuous learning.
Work Mode
This position operates in a local-country work mode and is based in Brazil.
