Lead Service Designer (Advanced English & Spanish)

Job Description

[REDACTED] is a pioneer in integrating experience design with agile software delivery. Our designers work as part of multi-disciplinary teams that balance the thinking required to understand complex problems with the discipline needed to get high-quality working software into the hands of our clients and customers. Designers at REDACTED creatively solve the right problems. We work collaboratively to deliver bespoke software and take on the most challenging problems our clients have.

Job responsibilities

• Play an active role in the delivery and design of technology projects spanning discovery and delivery phases, with a strong focus on service design and process transformation
• Collaborate with cross-functional teams to create experience design deliverables including complex journey maps, service blueprints, roadmaps, prototypes and design systems
• Conduct deep observational research in real work environments to uncover friction points, inefficiencies and opportunities for process improvement
• Map complex end-to-end processes and service journeys, identifying waste and systemic gaps that impact users and the business
• Apply efficiency-oriented thinking to translate research findings into actionable design direction, addressing operational and organizational challenges beyond surface-level UX
• Facilitate workshops and co-design sessions that inform strategic decisions at the portfolio level
• Set up inspiring design hypotheses for delivery teams consisting of both [REDACTED] and clients
• Ensure that project scope, risks and updates are regularly assessed and communicated
• Balance client and [REDACTED] expectations by clearly communicating experience design deliverables
• Extend your expertise to teammates by supporting less-e…