Head Services Design

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Madrid (España)
Telefónica I+D
(a través de Telefónica I+D)

We are looking for an experienced Senior Head of Service Design (one of two area groups) who brings inspiration, strategic vision, leadership and passion for creating distinctive and relevant products and services to the Telefónica Digital. As Senior Head of Service Design you will be responsible for the Service Design and UX direction of products and services in 3-4 different topical areas, ranging from Future Communications and Video/Media services to Financial Services, eHealth, Cloud, M2M and more.

As the Senior Head of Service Design, you will bring fresh perspectives, strategic thinking, and technical know-how to a variety of different areas. You will partner with the PDi Directors and Area Managers to ensure that the user experience and service design strategy meets our best practices and user experience metrics. You will apply Customer Driven methods to initiatives that range from innovation to product concepting and implementation.

Within the PDi organization, the Sr. Head of Service design partners closely with the Creative Director – to develop overall user experience strategy for priority products and services. You will lead area and product focused teams in the exploration and execution of innovation and user experience best practices, incorporating our Customer Driven Innovation and Design methods.

As senior leader in the UX team, you wlil need to evangelize UX by engaging Executives and leadership teams throughout the organization about design excellence, service design, and creating end2end experiences that make a difference in the market place. You´ll be working with many stakeholders across different parts of the Telefónica digital organization to ensure that customer centricity and vision of quality of experience is understood, embraced and supported.


  • Set strategic service design direction for Telefonica Digital products and services in 3-5 specific areas
  • Close collaboration with the Creative Director on the overall user experience expression
  • Provide direction and leadership to UX Area leads, Area Managers and product Managers different areas and projects
  • Establish processes, protocols and best practices for UX across the organization that pragmatically support the CDI process during product development and implementation
  • Drive user experience and design excellence throughout the PDi organization
  • Develop strong relationships with partners and stakeholders throughout PDi and Telefonica Digital – become a strategic go-to partner for product and service excellence
  • Evangelize Quality of User Experience, Service Design and design excellence with leadership teams across different parts of the organization
  • Collaborate with Creative Director on Global product ux guidelines
  • Evangelize user experience across the organization and in leading Telefonica countries
  • Contribute to building the customer centric culture across Telefonica
  • Represent Telefonica Digital UX internally and externally to ensure our products are viewed as innovative, customer centric and high quality
  • Continue to build our technical awareness for delivering top quality solutions
  • Manages team of UX Area leads; mentors and coaches talent to learn and excel in all areas of product design, service design including user experience
  • Recruiting top talent to the organization


  • 12+ years of experience delivering first class web, mobile and ideally TV experiences
  • 4+ years working inside of corporations, building successful partnerships and leadership across complex organizational structures
  • Experience leading interdisciplinary teams from concepting through implementation
  • Deep knowledge of designing experiences for different input technologies and user environments, including key three screens: Mobile, PC, and TV – ability to think big and small.
  • Deep knowledge of end to end frameworks and issues, including understanding of global and local issues
  • Expert knowledge of emerging technologies, tools, platform constraints
  • Ability to lead worksessions 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
  • Excellent publish speaking and presentation skills Team player and leader – collaborative, supportive, authoritative and inclusive
  • Established member of the international design community
  • MA degree in Communication Design, Product Design, Architecture, or equivalent.

Portfolio review required

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