Service Designer

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Madrid (España)
(a través de Telefónica)

We are looking for an experienced Head of UX who brings inspiration, strategic vision, leadership and passion for creating strategically relevant products and services at Telefónica in a multidisciplinary and innovative environment.

In this senior role, you will be responsible of contributing to the Predicting Human Behaviour area strategy, roadmap, services design and research from UX expertise.

You will contribute to service design and definition aiming to bring the innovative solutions which target detected customer needs. You will partner with product, development and business teams to produce the building blocks of the service.

User research will be also necessary during conceptualization and development to collect feedback from users so a customer driven approach during these phases is followed. You will conduct UX research to understand and explain the behavior of the customers, their needs, problems and motivations which connects with the concepts and innovative ideas the area is working on. Deep and thorough research should lead to discover customer insights which are relevant for the business and help to guide the service implementation.

You will articulate the service into specific solutions through exploring, generating and evaluating approaches. You must be experience with representation techniques (e.g., prototyping) which illustrate the components of the service, their interactions, logical connections and temporal sequences aiming to define a coherent user experience which delights the users. Among other activities you will have to: define possible service scenarios, study and describe use cases, workflows and roles to define the requirements for the service and its logical and organizational structure.

You will have to establish processes, protocols and best practices and strategic frameworks across the organization that pragmatically support the Customer Driven process during product development and implementation – supporting Agile, Lean and Customer Development Philosophies.


  • 8+ experience in User Experience, more specifically in service design and UX research.
  • Bachelor degree in psychology, sociology, anthropology, HCI, service design, product design or equivalent.
  • UX research experience in a range of methods and techniques to support innovation activities, service design, product and service development and in market performance.
  • Plan and conduct research studies applying a wide range of user research techniques.
  • Ensure integrity of research insights are maintained through iterative concept and product development cycles.
  • Strong skills in statistics (descriptive statistics, benchmarking, predictive modelling adjustment, etc.), and management of statistical packages
  • Great analysis capacity
  • Ability to lead work sessions with interdisciplinary teams and stakeholders around complex product and design topics – can build bridges internally to build identity of the group and ensure delivery across different parts of the organization
  • Deep knowledge of designing experiences for different input technologies and user environments.
  • Expertise in conceptualization: prototyping, scenario creation and manipulation, use cases, conceptualization models, service blueprints and other techniques for grounding service ideas and exposing them to both stakeholders and users.
  • Experience working with business metrics to devise product strategies
  • Expert knowledge of emerging technologies, tools, platform constraints
  • Team player and thought leader – collaborative, supportive, authoritative and inclusive Excellent problem solving skills, thinking beyond the familiar, and comfortable with ambiguity
  • Familiarity with Agile development methodologies (SCRUM)
  • Familiarity with Lean methodologies.
  • Excellent public speaking and presentation skills

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