About the role

Strategic Service Designer joining Volkswagen’s Innovation & Engineering Hub in Lisbon. Designing end-to-end service experiences to support Volkswagen Group’s leading brands.

Responsibilities

Conduct in-depth user research to understand customer needs, behaviors, and pain points.
Use a variety of research methods, including interviews, surveys, and usability testing, to gather insights.
Facilitate brainstorming sessions and workshops to generate creative ideas and solutions.
Use qualitative and quantitative data to understand user experiences and identify opportunities for improvement.
Conduct usability testing and iterate on designs based on user feedback and data.
Develop detailed customer journey maps to visualize the end-to-end user experience.
Identify key touchpoints, interactions, and moments of truth that impact the overall service experience.
Create service blueprints that outline the frontstage and backstage processes involved in delivering the service.
Design service prototypes and test them with users to validate concepts and iterate based on feedback.
Work closely with product managers, developers, and other stakeholders to co-create service solutions.
Facilitate workshops and design sprints to drive collaborative problem-solving and innovation.
Support the implementation of service solutions, ensuring alignment with user needs and business objectives.
Develop metrics and KPIs to evaluate the effectiveness and efficiency of the service, making adjustments as needed.
Promote the principles and practices of service design within the organization.
Provide training and guidance to teams on service design methodologies and tools.

Bachelor’s or Master’s in Service Design, Design, Business, or a related field — or equivalent professional/vocational training in similar areas.
Proven experience in service design, user-centered design, or a related field.
Experience with service design tools and methods (e.g. design thinking framewor, service blueprints, journey maps, personas, etc.).
Proficiency in design software and prototyping tools (e.g., Sketch, Figma, Mural, Adobe Creative Suite, etc.).
Proactiveness : ability to spot collaboration/project opportunities and craft clear value propositions
Empathy and the ability to work with diverse expertise and mindsets.
Effective project management and organization ; operational autonomy .
Solid command of service design tools and frameworks.
Strong analytical, problem-solving and strategic thinking skills.
Excellent communication and presentation skills.
Strong written and spoken english skills
Comfortable in a multicultural, international setting
Ability to work collaboratively in a team environment.
Strong project management and organizational skills.