Senior Service Design (contractor)
We are a digitally native company that helps organizations reinvent themselves and unleash their potential. Our innovative approach combines design, engineering, and scale to create cutting-edge solutions for our clients.
Right now, we are looking for a Senior Service Design with Journey Mapping, User Research, Prototyping and Testing experience to join our team!
This opportunity is to work as a contractor/freelancer for a short/mid term project.
You will get the chance to:
- Leads research and insights on mid-large sized projects, working with cross-disciplinary teams both internally and externally.
- Determines and recommends the most efficient and effective research approaches to solve for business needs and meet agreed-upon objectives, then leads the business areas through the appropriate research process.
- Proven experience with design thinking and service design frameworks and methodologies (service blueprints, journey mapping, personas, etc).
- Conduct qualitative and quantitative research to gather insights into customer needs, behaviors, and pain points.
- Create detailed customer journey maps to understand and visualize the customer experience across different touchpoints.
- Develop comprehensive service blueprints to document service processes, including customer interactions, frontstage, and backstage activities.
- Develop prototypes and conduct usability testing to validate and refine service concepts.
- Identify opportunities for improving existing services and processes, leveraging customer feedback and data analysis.
- Manage relationships with internal and external clients: product managers, designers, engineers, research team, account managers, and strategists.
- Identify new insights to prioritizing opportunities, and to shape the future of products, services, businesses and industries.
- Stay up-to-date with industry trends and emerging technologies to propose innovative solutions that enhance the customer experience.
- Work and provide supporting documentation to others that influences product or experience development to ensure creation of efficient, sustainable and successful results.
What will help you succeed:
- Advanced English skills.
- Bachelor’s or Master’s degree in Service Design, User Experience Design, Human-Computer Interaction, or a related field.
- Minimum of 3-5 years of experience in service design, preferably within the financial services industry.
- Proficiency in service design tools and methodologies (e.g., journey mapping, service blueprinting).
- Experience with a variety of qualitative research methodologies, such as 1:1 interviews (IDI), usability testing, moderating group conversations, contextual inquiry, ethnographic research, in-person and remotely.
- Working knowledge of qualitative user experience research methodologies.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to establish and maintain strong relationships with clients as well as internal multi-disciplinary teams.
- Ability to work collaboratively in a cross-functional team environment.
- Knowledge of customer experience management and design thinking principles.
- Familiarity with banking products and services is a plus.
- Strong ability to empathize with customers and understand their needs.
- Comfortable working in a fast-paced and dynamic environment.
- Creative thinker who can propose and implement new ideas.
- Passionate about creating exceptional customer experiences.
This job can be filled from #LI-Hybrid in New York, United States.
At Globant, we believe that an inclusive culture and a diverse environment makes us stronger. We are an equal opportunity employer (EOE M/F/D/V), always seeking to generate a place for inspiration and growth for everyone regardless of race, color, religion, national origin, sexual orientation, age, marital status, disability, gender identity, or veteran status.
If you want to know more about our benefits and perks click here.