Senior Service Designer & Researcher (ODS)
Country: Spain
Open Digital Services is the software development company of Santander Group powering the next generation of banks by creating innovative banking products and implementing them in collaboration with Santander Group Affiliates. Our mission at ODS is to design and support an advanced digital and omnichannel platform, ensuring the best customer experience using cutting-edge technology.
Mission:
We are looking for a Senior Service Designer with a proven track record in leading and coordinating research and experience strategy projects to join our team. As a senior, experienced team member, you will play an important role, connecting cross and distributed teams and leading experience design projects with a strong focus on customer experience.
Responsibilities:
* Lead service design projects, ensuring alignment with business objectives and customer needs.
* Run exploratory and discovery research, as well as research embedded within design delivery (e.g.: Usability validations).
* Conduct and oversee qualitative and quantitative research to gather actionable insights, ensuring a deep understanding of customer behaviors, needs, and pain points.
* Analyze and synthesize data to drive design iterations, working with designers to evolve interactions.
* Ensure user insights are well documented and shared.
* Foster a customer-centric mindset and a culture of continuous improvement.
* Identify pain points and low performance drivers from a customer point of view.
* Organize and map experience design research approach to deliver measurable and positive impacts.
* Support the implementation of an actionable service design practice.
* Create and refine service blueprints, journey, and system maps.
* Organize and facilitate workshops, co-creation sessions, and stakeholders’ alignment meetings.
* Communicate effectively and present confidently.
* Collaborate with cross-functional teams, distributed across different geographies.
* Stay informed on the latest news, methodologies, concepts, and trends related to service design, research, and experience strategy.
To be successful in the role you must have:
* More than 8 years of experience in Service Design, Research, Strategy, or related fields.
* Strong portfolio showcasing end-to-end experience projects.
* Proven track record of leading service design or research teams.
* Experience conducting and analyzing user research through various methodologies.
* Excellent communication skills, with the ability to present concepts and designs to stakeholders.
* Experience running workshops and collaborative sessions.
* Proficiency in Microsoft Suite and prototyping tools like Figma/Figjam.
* Ability to solve problems creatively in dynamic environments.
* Fluent in English.
What do we offer?
* Immediate incorporation to a dynamic and agile company.
* Working in a start-up model with the support of Santander Group.
* Competitive remuneration and attractive benefits package.
* Possibility of growth within the company and the Group.
* Collaboration in international projects.
* Excellent work environment, social clubs, and frequent events.
Would you like to grow with us? Join our team!
Open Digital Services is an equal opportunity employer. All applicants will be considered equally without regard to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership, or disability status.
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