Service Designer Pleno

Accountabilities:

• • Map complex service ecosystems using service blueprints, empathy maps, flow diagrams, and other appropriate service design methodologies.
  • Transform business needs and user pain points into fluid, consistent, end-to-end omnichannel experiences.
  • Facilitate discovery activities, co-creation workshops, and ideation sessions using collaborative tools such as FigJam.
  • Design customer journeys, wireframes, and low- to high-fidelity prototypes to visualize, explore, and test service touchpoints.
  • Work closely with Product, Research, Content, and Development teams to ensure proposed solutions are aligned with user needs and technically feasible.
  • Follow the implementation of proposed solutions, supporting teams throughout delivery and ensuring clarity and quality during handoffs.
  • Document design decisions, service solutions, processes, and key insights in a structured and accessible way for internal teams and clients.
  • Analyze complex operational and business contexts to identify opportunities for improving processes, experiences, and interactions across channels.
  • Question initial assumptions and briefs when necessary, helping teams develop solutions that address the underlying problem rather than only visible symptoms.
  • Balance ideal user experiences with operational feasibility, business impact, and the long-term sustainability of proposed solutions.
  • Maintain organization, transparency, and clear communication throughout project planning, alignment, and delivery.

  Requirements:

  • Solid practical experience in Service Design, Strategic Design, or Product Design with a strong focus on processes and end-to-end experiences.
  • Strong proficiency with tools such as Figma and FigJam for visual design, documentation, collaboration, and workshop facilitation.
  • Solid knowledge of information architecture, usability, service mapping, and experience design methodologies.
  • Strong systems-thinking skills, with the ability to understand broader ecosystems and relationships before defining specific solutions.
  • Ability to independently structure and manage design initiatives, maintaining organization, predictability, and accountability throughout delivery.
  • Comfort working in dynamic environments involving ambiguity, evolving requirements, and complex or loosely structured challenges.
  • Strong communication and facilitation skills, with the ability to clearly explain design decisions and guide technical and business stakeholders.
  • Ability to communicate transparently and take responsibility for deadlines, agreements, expectations, and project alignment.
  • Strategic mindset with the ability to balance user experience, operational feasibility, and business impact.
  • Critical thinking skills and the ability to challenge assumptions while considering the long-term consequences of proposed solutions.
  • Highly collaborative approach, with the ability to work effectively across different disciplines and build solutions collectively.
  • Professional maturity, emotional intelligence, and the ability to navigate effectively between different teams, perspectives, and organizational contexts.

  Benefits:

  • Opportunity to work on complex service, process, product, and digital experience transformation initiatives.
  • Exposure to multidisciplinary collaboration across design, product, research, content, strategy, and technology.
  • Opportunity to apply systemic and strategic design thinking to real business and customer challenges.
  • Collaborative environment focused on critical thinking, continuous improvement, and co-creation.
  • Opportunity to influence end-to-end customer experiences while considering operational and business realities.
  • Exposure to complex ecosystems and projects where service design plays a strategic role in improving alignment, clarity, and sustainability.
  • Opportunity to contribute to the continuous improvement of design practices and the strategic quality of projects.