CX Specialist

Description

Job Summary: We are seeking a Strategic Service Designer to lead strategic design processes, solve complex problems, and generate real impact by connecting users and business. Key Highlights: 1. Lead strategic design and service design with real impact 2. Work at the intersection of business, product, technology, and experience 3. Apply AI across all stages of the strategic design process Job Description Are you passionate about solving complex problems through design and generating real impact for people and business? We are looking for a **Strategic Service Designer** who combines strategic thinking, research, facilitation, and a strong results orientation. This is not an execution role. It is a position where you will define project direction, connect user needs with business goals, and facilitate decision-making alongside clients and multidisciplinary teams. You will work at the intersection of **business, product, technology, and experience**, designing end\-to\-end services that drive transformation and innovation. **Purpose of the Role** --------------------- Lead strategic design and service design processes to identify opportunities, structure complex challenges, and design human-centered solutions that deliver impact for users and business. **What You’ll Do in This Role** --------------------------- ### **Research and Analysis** * Design and lead qualitative and quantitative research to understand needs, behaviors, and opportunities. * Analyze information from multiple sources and translate it into strategic, actionable insights. * Identify patterns, opportunities, and risks to guide decision-making. ### **Strategic Design** * Structure complex problems and transform them into innovation opportunities. * Define the scope of initiatives and prioritize solutions considering user experience, technological feasibility, and business objectives. * Design end\-to\-end services and experiences aligned with organizational strategies. ### **Facilitation and Client Engagement** * Lead workshops, co\-creation sessions, and alignment spaces with clients and multidisciplinary teams. * Facilitate conversations across business, technology, product, and operations functions. * Present and defend design decisions to stakeholders and senior leaders. ### **Leadership and Collaboration** * Drive strategic initiatives with autonomy and influence. * Build alignment across teams and foster a user-centered culture. * Support transformation and innovation processes within complex organizations. ### **AI for Design** * Integrate Artificial Intelligence tools across all stages of the design process: research, analysis, synthesis, ideation, documentation, and prototyping. * Use AI as a strategic accelerator while consistently maintaining human judgment as the core of decision-making. \#LI\-LATAM **Requirements** -------------- * **3 to 6 years of experience** in **Service Design, Strategic Design, UX Research, or related disciplines**. * Experience in digital transformation, innovation, service design, or digital product design projects. * Proficiency in methodologies such as **Design Thinking**, **Human\-Centered Design**, and qualitative research. * Experience facilitating workshops, co\-creation sessions, and collaborative working spaces with clients and multidisciplinary teams. * Regular use of **Artificial Intelligence tools** applied to the design process. * Ability to translate complex information into strategic decisions. * English level **B2 \- C1**. * **Nice-to-have experience in** * Service Blueprint. * Customer Journey Mapping. * Product Strategy. * UX Strategy. * Design Sprint. * Jobs to Be Done (JTBD). * Lean Service Creation. * Tools such as **Figma, FigJam, Miro, Dovetail, Notion**, and generative AI platforms. * Strategic consulting or organizational transformation projects. **We Are Looking For Someone Who** ---------------------------- * Thinks strategically before designing solutions. * Possesses deep empathy for people and understands how to convert needs into business opportunities. * Enjoys solving ambiguous, highly complex problems. * Is an excellent facilitator of conversations and collaborative processes. * Has influence to align diverse perspectives and build consensus. * Is curious, analytical, and maintains a continuous learning mindset. * Uses artificial intelligence as a daily tool to enhance their work. **What You’ll Get** ---------------------- * Involvement in transformation and innovation projects with regional and global impact. * Space to define strategies and lead conversations with clients and senior stakeholders. * Collaborative work with business, technology, product, and experience teams. * An environment where design plays a strategic role in decision-making. * A culture of continuous learning, experimentation, and innovation. * The opportunity to work with cutting-edge AI tools applied to strategic design. \#LI\-LATAM