Service Designer
hace 1 mes
Multiplica Talent, te está buscando
Somos una consultora especializada en ofrecer las mejores oportunidades laborales al mejor talento digital del mercado.
Tenemos 20 años de experiencia reclutando a personas capacitadas, innovadoras y con ganas de crecer para nuestros clientes. Actualmente colaboramos con empresas en LATAM, USA, Europa y África y contamos con talentos que trabajan presencialmente y/o remoto en diferentes partes del mundo.
Misión del rol
Como Service designer entenderás, gestionarás y organizarás todos los elementos necesarios de un servicio y ayudarás al usuario a completar su meta a lo largo del journey. Tomando en cuenta los procesos y canales para mejorar la experiencia punta a punta y hacer una entrega de valor oportuna.
Reformularás los desafíos del servicio, articularás oportunidades, definirás estrategias, crearás conceptos y liderarás el desarrollo de servicios de inicio a fin trabajando de la mano de otros perfiles de diseño.
Responsabilidades del puesto:
- Definir herramientas, metodología y canales adecuados para abordar el proyecto. Definir lineamientos para el diseño de productos o servicios y genera un plan de trabajo dándole seguimiento puntual.
- Planificar y realizar investigaciones cualitativas y cuantitativas de usuarios: tendencias, benchmarks, encuestas, paneles con usuarios, análisis de fuentes primarias y secundarias. Identificar usuarios primarios y secundarios y facilita workshops con usuarios, stakeholders o C-suite.
- Identificar los objetivos y alcances del proyecto. Definir estrategias que responden a las necesidades del negocio y de los usuarios. Apoyar al negocio a estructurar modelos de negocio centrados en las personas y a tomar decisiones basadas en datos (empleados, clientes, SH, etc).
- Asegurar el enfoque de diseño centrado en las personas dentro del proyecto. Evalúar las propuestas de solución y argumentar la aportación a objetivos de negocio desde el punto de vista del DCU.
- Participar en procesos de generación de ideas y alternativas para los retos de diseño de los servicios. Colaborar con otras áreas o equipos para el co-diseño de servicios. Diseñar puntos de contacto, productos y contenido de todo el journey y en todos los canales y participar en procesos de prototipadode las soluciones a los retos de diseño de los servicios.
- Definir y dar seguimiento a las métricas para medir la eficiencia del servicio.
Requirements
Experiencia en:
- Herramientas del diseño de servicios: service blue print, customer journeys, mapa de ecosistema, mapa de stakeholders, mapa de empatía, customer lifecycles, service safari, business model canvas
- Research con usuarios (cualitativa y cuantitativo). Conocimiento necesario para aplicar y controlar metodologías de investigación con usuario: shadowing, entrevistas a profundidad, encuestas, validación.
- Análisis e identificación de riesgos y sus posibles soluciones mediante una planeación prospectiva.
- Diseño estratégico centrado en los usuarios y Design Thinking. Capacidad de articular conceptos, hechos e hipótesis, para tomar decisiones contemplando las futuras implicaciones de esa toma de decisión. Entiende el diseño de una manera holística, impactando con su práctica en la cultura, la estructura organizativa, la gestión de personas o la gestión del cambio.
- Tangibilización de conceptos: La capacidad de trabajar con conceptos abstractos y dirigirlos hacia la toma de decisiones de diseño, generando soluciones y cursos de acción, a partir de un pensamiento sistémico y visual.
- Modelo de negocios: Conocimiento de los principios del diseño de modelos de negocio, así como de sus herramientas y técnicas propias. Genera sinergias entre los objetivos de negocio y la experiencia del cliente.
- Behavioral Economics: Conoce los elementos cognitivos y emocionales que se involucran en el proceso de toma de decisiones de las personas y los aplica en su práctica de diseño.
Benefits
- Beneficios de ley y superiores.
- Días de vacaciones adicionales.
- Trabajo bajo objetivos y flexibilidad de horario
- Oportunidad de crecimiento
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