Service Designer

We are looking for a Service Designer to join a long-term project at one of the leading banking institutions operating in Portugal, in a hybrid regime (2 days per week in the Lisbon office). The role is highly business-oriented: you will work side by side with stakeholders from various areas to understand processes, align priorities, and transform insights into concrete service improvements.

• Conduct qualitative and quantitative research to understand users, internal processes, and the organizational context.

• Plan and conduct interviews with users and business stakeholders, discovery workshops, and co-creation sessions.

• Facilitate alignment between Business, Product, UX, and Technology areas, managing different expectations and priorities.

• Synthesize insights and translate them into improvement opportunities with measurable impact for the business.

• Map end-to-end services and create user journeys, service blueprints, and other artifacts.

• Present recommendations to management teams and defend proposals based on evidence.

• Ensure that service design reaches implementation and monitor its continuous improvement.

• Proven experience in Service Design and/or UX Research, ideally in complex corporate contexts.

• Experience in the banking or financial sector (banking, insurance, payments) or other regulated sectors is valued.

• Very comfortable interacting with business stakeholders at various levels, including directors and top management.

• Good facilitation skills: conducting workshops, managing discussions, and reaching consensus.

• Business thinking: understanding processes, operational constraints, and the impact of design decisions.

• Clear and convincing communication, both written and oral.

• Fluent Portuguese, at a native level, as all work with users and stakeholders is conducted in Portuguese.