Hybrid Service Designer – Specialist

at Vivo (Telefônica Brasil)

• Job title: Service Designer – Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Service Designer orchestrating customer-centered services and products at Vivo. Collaborating across teams to deliver actionable insights and roadmap for service design with a focus on revenue generation and efficiency.

Responsibilities

• Orchestrate the design and evolution of customer-centered services and products, connecting research insights, end-to-end experience design, and the development of viable business value propositions.
• Plan, conduct and analyze qualitative research (in-depth interviews, focus groups, shadowing) and quantitative research (surveys, experiments, A/B tests, descriptive analysis) to generate and validate hypotheses.
• Triangulate data (desk research, analytics, feedback) and produce actionable insights with clear recommendations for product/service decisions.
• Map end-to-end customer journeys, frontstage/backstage interactions and create service blueprints (touchpoints, processes, SLAs, systems, evidence), identifying opportunities, bottlenecks and risks.
• Facilitate sessions with business, customer service, technology teams and partners to converge on prioritized solutions.
• Co-create and iterate value propositions (Value Proposition Canvas, JTBD) aligned with strategy and measurable metrics.
• Co-lead product/service development: ideation, prototyping, user testing, experience specifications, handover to development, launch monitoring and continuous improvements.
• Promote practices of divergence/convergence, rapid experimentation and validated learning; run workshops, design sprints and discovery ceremonies.
• Maintain research repositories, experience artifacts (maps, blueprints, prototypes) and concise executive reports for stakeholders.

Requirements

• Bachelor's degree – preferred
• Proven experience in qualitative and quantitative research, data analysis and synthesis of insights.
• Mastery of Service Blueprint, Customer Journey Mapping, Design Thinking and value proposition frameworks.
• Experience in discovery and delivery of product/service (from problem identification to launch), with ability to detail experience requirements.
• Tools: Miro, Figma, Excel (for analysis), survey platforms (e.g., Qualtrics, Typeform), research repositories.
• Knowledge of analytics, product/service metrics and experimentation.
• Systems thinking and an end-to-end view of services.
• Clear communication, group facilitation and negotiation skills.
• Results-oriented with a data/insights-driven mindset.
• Experience collaborating in cross-functional teams; empathy and active listening.

Benefits

• Choose the benefit package that best suits you and your dependents via a digital platform, with options across categories such as gym, Meal Voucher (VR), Food Allowance (VA), pharmacy assistance, health insurance, dental and life insurance;
• Company mobile phone. Yes — a brand-new smartphone for you!
• Unlimited voice and data plan. Yes, unlimited! On the best mobile network, now even faster with Vivo 5G!
• An exclusive Vivo offer with special discounts on landline, broadband, TV and apps;
• Eligibility for an annual bonus or PPR (profit-sharing);
• Plan your future with a private pension plan;
• Have children? You will be entitled to a subsidy to help with school, daycare or babysitting expenses;
• Work in an environment that respects your personality, dress style and way of being — you can be authentic. #VemdeVocê
• Work remotely up to 2 times per week. #Mobility
• Flexible working hours;
• Enjoy a day off to celebrate your birthday (Day off);
• Participate in one of the largest corporate volunteering programs to help make a difference;
• Benefit from our Educational Development Program offering partnerships with educational institutions at a discount, plus certifications and online courses;
• Accelerate your career through our Internal Recruitment Program, in Brazil or abroad — we operate in more than 17 countries;
• Access a range of initiatives to improve your physical, emotional and social well-being. We have #VivoBemEstar, which encourages healthy habits and improved quality of life. Services available to employees include consultations with nutritionists, psychologists, social services, telemedicine and more;
• All positions are open to people with disabilities and/or rehabilitated workers. We have a culture that values diversity, differences and people’s potential. #VivoDiversidade