Thoughtworks is hiring a Lead Service Designer to transform complex organizational processes into measurable business efficiency. You will leverage advanced research methods and Lean Service Design principles to diagnose challenges and create strategic roadmaps that drive C-level decision-making in global environments.
What You'll Do
- Play an active, strategic role in delivering and designing complex technology projects, translating operational realities into clear opportunities for efficiency.
- Lead strategic research initiatives to map intricate processes and journeys, identifying friction points, technical debt, and waste.
- Facilitate high-stakes workshops and lead the creation of master Service Blueprints grounded in deep contextual analysis.
- 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.
- Set up inspiring design hypotheses and low-fidelity prototypes—like storyboards—to test and validate service ecosystems.
- Ensure project scope, strategic risks, and efficiency gains are regularly assessed and communicated to all stakeholders.
- Balance client expectations and project feasibility by clearly communicating the value of experience design deliverables.
- Extend your expertise to teammates by providing on-the-job training in advanced research, Lean Service Design, and Design Thinking.
- Advocate service design expertise to the broader community, demonstrating how research-driven insights bridge 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.
- Expert in Service Design, specializing in bridging complex processes and seamless experiences through Service Blueprints and Master Journey Maps.
- Data-driven diagnostic skills to identify operational friction and translate findings into strategic roadmaps.
- Proven ability to translate business metrics and C-Level objectives into design requirements that deliver measurable ROI.
- Advanced mastery of Lean Service Design and Design Thinking, with the capability to validate ecosystems through rapid prototyping.
- Expertise in Stakeholder Mapping and Ecosystem Analysis to navigate and influence the intricate web of actors in service delivery.
- Proficient in Spanish and English (Advanced Spanish and Upper Intermediate English).
- A highly strategic and unique approach to product and service design, with proven experience influencing C-Level stakeholders through evidence.
- A natural knack for articulation and facilitation, capable of gaining trust and ensuring buy-in with clear, research-backed insights.
- A passion for research-driven problem solving, always looking for ways to reduce waste and improve service delivery.
- Happy to lead complex projects solo or collaborate with multidisciplinary teams to deliver high-impact strategic roadmaps.
- A keen interest in mentoring others, helping the design team grow their capabilities in research and strategic thinking.
- Ability to liaise between business goals and design execution, ensuring consistency and measurable, data-backed results.
- A passion for contributing to the experience design community through peer reviews and sharing knowledge of research-led service excellence.
Team & Environment
You will work as part of multi-disciplinary teams at Thoughtworks.
Work Mode
This role is local-country, based in Ecuador.
Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who are revolutionizing tech. There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. Your career is supported by interactive tools, numerous development programs and teammates who want to help you grow.
