Service Designer Pleno

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Designer Pleno based in Brazil.

As a Service Designer, you will work on complex challenges involving products, processes, and digital experiences, helping connect customer needs with operational realities. The role focuses on understanding ecosystems holistically, identifying fragmented journeys and process gaps, and designing sustainable end-to-end solutions. You will collaborate closely with Product, Research, Content, Engineering, and Strategy teams throughout discovery, design, validation, and implementation. Your work will involve mapping services, facilitating collaborative workshops, prototyping experiences, and creating clear documentation for diverse stakeholders. You will be encouraged to challenge assumptions, bring structure to ambiguous problems, and consider both user experience and business impact. This is an opportunity to contribute to evolving digital experiences while continuously raising the strategic quality of service and product design initiatives.

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.