Service Designer

Description

Job Summary: Designs the future service experience by connecting user interactions with processes and systems to deliver an end-to-end service, leading the translation of strategies into TO-BE journeys and conversational flows. Key Highlights: 1. Designs the future service experience 2. Leads the translation of strategy and insights into TO-BE journeys 3. Facilitates collaborative workshops and supports requirement definition **Join Stefanini!** At Stefanini, we are more than 30,000 brilliant minds, connected from 40 countries, doing what we love and co-creating a better future.? **Responsibilities and Authorities** * Responsible for designing the future service experience, connecting user interactions on WhatsApp with the necessary processes, people, rules, systems, and organizational capabilities to deliver an end-to-end service. * Leads the translation of strategy and experience insights into TO-BE journeys, service blueprints, conversational flows, and operational definitions. * Facilitates collaborative workshops with business, operations, experience, and technology teams. * Supports analysis of current journeys and services. * Designs TO-BE journeys for prioritized domains and use cases. * Builds service blueprints that connect frontstage, backstage, processes, systems, and actors. * Designs complete conversational flows, including happy path, exceptions, errors, and escalations. * Defines moments of automation, human assistance, and channel handovers. * Designs conceptual routing and handoff rules. * Identifies operational roles and responsibilities required to sustain the service. * Maps dependencies among experience, operations, data, systems, and processes. * Defines principles to maintain consistency across agents and domains. * Collaborates in defining conversational identity and behavior. * Supports specification of functional requirements and acceptance criteria. * Prepares prototypes or representations of flows for validation. * Works with the CX Analyst to plan and execute user testing. * Incorporates learnings from validations into journeys and flows. * Evaluates organizational impacts and operational changes required. * Collaborates with architecture and engineering to verify feasibility of proposals, without assuming responsibility for technical design. * Supports consolidation of the integrated blueprint and handoff package. **Requirements and Qualifications** **Deliverables under your responsibility** * TO-BE journeys. * Service blueprints. * Prioritized conversational flows. * Happy path, exception, error, and escalation scenarios. * Conceptual handoff and routing rules. * Matrix of actors and operational responsibilities. * Map of service processes, systems, and dependencies. * Conversational identity and interaction principles. * Prototypes or representations of flows. * Organizational impact assessment. * Recommendations for the future operating model. Are you looking for a place where your ideas shine? With over 38 years of experience and a global presence, at Stefanini we transform tomorrow—together. Here, every action matters and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual, committed to continuous learning, and innovation is in your DNA, then we’re exactly what you’re looking for. Come and let’s build a better future—together!