Lead end-to-end Service Design activities, such as journey mapping, service blueprints, identifying friction points, and designing opportunities.
Conduct discovery, immersion, qualitative research, and facilitate workshops with users and stakeholders.
Work closely with strategic partners, translating needs into viable solutions.
Provide consultative support to regional clients and strategic accounts, including frequent alignments and delivery follow-up.
Collaborate with product, technology, and business teams to ensure consistent experiences.
Produce strategic artifacts: journey maps, flows, prototypes, specification documents, and discovery inputs.
Monitor experience metrics and contribute to continuous service improvement plans.

Proven experience in Service Design, CX, or Product Discovery.
Skilled in conducting interviews, research, co-creation sessions, and facilitation.
Strong client-facing skills and ability to manage expectations.
Proficiency with tools such as Miro, Figma, Notion, Jira, and similar collaboration/design platforms.
Experience working in multi-stakeholder environments and integrating services.
Preferred: Experience in healthcare, telemedicine, wellness, or corporate benefits.
Intermediate to advanced English.
Knowledge of experience metrics (NPS, CES, etc.).

Service Design, CX

Key skills