Volkswagen Group

Service Designer

Volkswagen Group

full-time

Posted on:

Location Type: Hybrid

Location: Lisboa • Portugal

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About the role

  • Conduct in-depth user research to understand customer needs, behaviors, and pain points.
  • Use a variety of research methods, including interviews, surveys, and usability testing, to gather insights.
  • Facilitate brainstorming sessions and workshops to generate creative ideas and solutions.
  • Use qualitative and quantitative data to understand user experiences and identify opportunities for improvement.
  • Conduct usability testing and iterate on designs based on user feedback and data.
  • Develop detailed customer journey maps to visualize the end-to-end user experience.
  • Identify key touchpoints, interactions, and moments of truth that impact the overall service experience.
  • Create service blueprints that outline the frontstage and backstage processes involved in delivering the service.
  • Design service prototypes and test them with users to validate concepts and iterate based on feedback.
  • Work closely with product managers, developers, and other stakeholders to co-create service solutions.
  • Facilitate workshops and design sprints to drive collaborative problem-solving and innovation.
  • Support the implementation of service solutions, ensuring alignment with user needs and business objectives.
  • Develop metrics and KPIs to evaluate the effectiveness and efficiency of the service, making adjustments as needed.
  • Promote the principles and practices of service design within the organization.
  • Provide training and guidance to teams on service design methodologies and tools.

Requirements

  • Bachelor’s or Master’s in Service Design, Design, Business, or a related field — or equivalent professional/vocational training in similar areas.
  • Proven experience in service design, user-centered design, or a related field.
  • Experience with service design tools and methods (e.g. design thinking framewor, service blueprints, journey maps, personas, etc.).
  • Proficiency in design software and prototyping tools (e.g., Sketch, Figma, Mural, Adobe Creative Suite, etc.).
  • Proactiveness : ability to spot collaboration/project opportunities and craft clear value propositions
  • Empathy and the ability to work with diverse expertise and mindsets.
  • Effective project management and organization ; operational autonomy .
  • Solid command of service design tools and frameworks.
  • Strong analytical, problem-solving and strategic thinking skills.
  • Excellent communication and presentation skills.
  • Strong written and spoken english skills
  • Comfortable in a multicultural, international setting
  • Ability to work collaboratively in a team environment.
  • Strong project management and organizational skills.
Benefits
  • Competitive compensation package
  • Flexible work hours and hybrid model
  • Attractive workspace
  • Employee health care and life insurance
  • Social benefits and several discounts
  • Trainings and professional career development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
service designuser-centered designdesign thinkingcustomer journey mapsservice blueprintsprototypingusability testingdata analysismetricsKPI development
Soft skills
proactivenessempathyproject managementorganizational skillsanalytical skillsproblem-solvingstrategic thinkingcommunication skillspresentation skillscollaboration
Certifications
Bachelor’s in Service DesignMaster’s in Service DesignBachelor’s in DesignMaster’s in DesignBachelor’s in BusinessMaster’s in Business