Service Designer

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Madrid (España)
Telefonica I+D


Telefónica I+D is deepening its investment in developing early-stage, innovative and customer-centric solutions across a broad range of B2B and B2C areas, channels and customer touch points. To champion this effort, we are looking for an experienced Service Designer to lead the Innovation UX team, which will collaborate with a multi-disciplinary team of UX designers, product managers, engineers and others.

We're searching for someone who lives for innovation and working with emerging technologies and undefined markets and customers. As this role is focused on early-stage investment, the ideal candidate will demonstrate an intense curiosity and passion for identifying emerging and often unarticulated customer and market needs as well as an ability to think holistically about the solutions implied by those needs. Additionally, an ideal candidate should be willing to periodically change the focus of his work by leaving behind “graduating” innovations and take on new, often dramatically different, innovation challenges.

Note that while Spanish is often the working language, a good level of spoken and written English is a must.


Service designers lead problem-solving efforts within cross-functional teams, ensuring consistently high quality outcomes within fast iterative cycles as needs and possible solutions are explored and validated with potential customers.

  • Provides leadership and guidance for supporting a number of innovation projects with a small team of UX practitioners
  • Defines research programs that creatively identify optimal ways to explore value with potential customers and get validation early and often
  • Articulates behaviours, user profiles, rationale for methodology and application of best practices to team members and stakeholders
  • Capable of defending design directions with customer research, data and broad experience but still understands the larger trade-offs necessary for moving innovations towards production
  • Creates wireframes, flows, user profiles, mock-ups, prototypes and other interaction tools to evangelize UX solutions to business and engineering colleagues as well as to support customer research goals
  • Shares research outcomes and best practices with UX innovation team and larger UX community at Telefonica
  • Remains vigilant about identifying new UX tools and best practices and updating skills
  • Actively participates in defining realistic schedules, work plans and deliverables for work
  • Shares expertise and experience with Designers and Design Associates as needed

Relationship of the position:


  • Keep a close relationship with “intrapreneurs” responsible for the innovation, the rest of the UX Innovation Team as well as with the Engineering teams.


  • Frequent interactions with end customers and other stakeholders related to the innovation
  • Relationship with external UX providers such as agencies providing quality customer research consulting to complement and extend your own efforts

Qualifications required:


  • Team contributor and excellent communicator
  • Can manage multiple projects simultaneously
  • Passion for understanding customers and their needs; and skill in engaging with them
  • Excellent problem solving skills, thinking beyond the familiar, and comfortable with ambiguity
  • Great synthesis capacity
  • High level of English and Spanish speaking and writing to be able to facilitate sessions in both languages. Fluency in Brazilian Portuguese will be valued.


  • 5+ years as designer, working in multi-disciplinary teams on a wide range of products and interfaces
  • Proven record for creating valuable customer insights that have led to valuable and innovative product ideas and concept
  • Experience working in a rapid application development environment using appropriate tools and techniques. Experience with agile development
  • Experience supporting product development teams with customer engagement through product or service launch
  • Experience working with business metrics to devise product strategies

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