Service Designer

Requisitos

• Experience leading end-to-end service design projects in complex environments with multiple areas and real operational, technology, and r..
• Portfolio with documented cases showing diagnosis, process, decisions, and outcomes
• Business literacy: understand the operating model and economics of the service being redesigned and defend recommendations in business terms
• Mastery of qualitative research (in-depth interviews, contextual inquiry, operation shadowing) and synthesis under project deadlines
• Proven facilitation and cross-functional stakeholder skills, driving groups with conflicting views to agreed direction

Desejáveis

• Experience across varied industries with demonstrated ability to ramp up quickly in a new domain
• Consulting experience, including pre-sales, proposal building, scope definition, or account expansion
• Experience with services combining digital and human channels, including handoffs between automation and assisted service
• Familiarity with AI tools applied to the design process (research synthesis, transcript analysis, concept generation, assisted prototyping)
• Familiarity with service metrics and business language (NPS, customer effort, containment rate, cost per contact) and building improvemen..