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About the role
Key responsibilities & impact- Understand the value and nature of relationships between people, organizations, and products.
- Map customer journeys, identify needs, and map opportunities for improvement.
- Design and structure integrated touchpoints.
- Strengthen company culture through experience design.
- Create, rethink, or reinvent services provided to internal and external customers by shaping and modifying human interactions to deliver high-quality experiences ("great services") that satisfy all stakeholders in the service ecosystem.
- Create standards to be implemented by stakeholders across both frontstage and backstage operations.
- Develop processes that enable delivery of quality services aligned with brand values.
- Lead organizations through innovation processes by building solutions that position the organization competitively.
Requirements
What you’ll need- Strategic mindset with strong command of business language
- Analytical mindset
- Holistic, systems-thinking perspective and ability to synthesize
- Skilled in mapping and designing processes
- Uses facts and data to create simple solutions for complex problems (Data-driven design)
- Initiative to conceive and implement solutions of any scale across industries
- Play a strategic role in helping the design team understand the customer and the broader ecosystem
- Lead consumer research (preparing, conducting, and analyzing customer interviews and other experiments), including training less experienced team members
- Lead ideation, prototyping, and the design of new business models
- Translate research data into valuable insights
- Ability to simplify complex ideas using visual artifacts and Service Design tools
- Encourage exploration of new research directions and help early-stage teams formulate hypotheses for experimentation
- Prepare and facilitate workshops and working sessions
- Provide insights that enable collaborative decision-making around the innovation portfolio
- Continuously help refine innovation processes and frameworks
- Excellent written and verbal communication skills: ability to advocate for a project with clients and present work to an audience
- Proficiency in user-centered design methodologies
- Preferred qualifications:
- Degree or certification in Service Design
- Experience working with OKRs and KPIs in day-to-day activities
- Soft skills:
- Entrepreneurial spirit
- Curious and proactive
- Connector and facilitator of people and decisions
- Communicative
- Resilient
- Organized
- Strong interpersonal skills
- Growth mindset and commitment to continuous improvement
- Self-managing and able to mentor less-experienced professionals
Benefits
Comp & perks- Meal allowance / Food voucher
- Health insurance
- Dental insurance
- Day off
- Gympass / Totalpass
- Childcare assistance
- Pet care assistance
- Fuel allowance
- Home office allowance
- Educational reimbursement
- Free online health platform
- E-learning - Stefanini Academy with a variety of courses
- Mentoring - Mentorship platform (opportunity to meet people, develop skills, and share experiences)
- Discounts for undergraduate, graduate, language courses and other programs
- Perks and discounts at leading establishments
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
process mappingservice designdata-driven designcustomer journey mappingideationprototypinguser-centered design methodologiescustomer researchvisual artifactsinnovation frameworks
Soft Skills
strategic mindsetanalytical mindsetsystems thinkinginitiativecollaborative decision-makingexcellent communicationentrepreneurial spiritcuriosityresilienceorganizational skills
Certifications
degree in Service Design