What will your responsibilities be?

• 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.

What requirements are we looking for?

• 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.

Nice to have:

• Worked in an IT environment close to software engineers or an equivalent ecosystem
• German, Swedish or Portuguese language skills
• Familiarity with Agile practices and tooling (e.g., Jira; knowledge of SAFe/Scrum at a high level).
• Awareness of UI/UX practices and how they intersect with service design.