Senior Head of UX & Service Design / Creative Director

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Madrid (España)
Telefónica Digital
(a través de LinkedIn)

We are looking for an experienced Senior Head of UX&Service Design who brings inspiration, strategic vision, leadership and passion for creating strategically relevant products and services at Telefónica.

In this senior role, the individual will be responsible for the transversal leadership on Service Design and UX (and depending on skill, Creative Direction) for products in distinct B2B, B2C and Innovation services. We are looking for individuals who will bring fresh perspectives, strategic thinking, and technical know-how to the discipline of UX, which includes research. You will partner with other Discipline leads to ensure that disciplines follow best practices, that overall product and service quality meets minimum requirements, and that UX leads in different areas have the expertise and support to deliver first class solutions.

As senior leader in the transversal UX team, you will 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 organization to ensure that customer centricity and vision of quality of experience is understood, embraced and supported.


  • Set Service Design and UX standards for Telefonica I+D and the Telefonica CDDO organization
  • Provide expertise and leadership to UX leads, Product Managers and across different parts of the organization
  • Establish processes, protocols and best practices for UX across the organization that pragmatically support the Customer Driven process during product development and implementation – supporting Agile, Lean and Customer Development Philosopies
  • Drive user experience and design excellence throughout the TID organization
  • Develop strong relationships with partners and stakeholders throughout TID and Telefonica Corporate – 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 and in leading Telefonica countries
  • Contribute to building the customer centric culture across all of Telefonica, as a Global UX Community
  • Represent Telefonica 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
  • Recruiting top talent to the organization


  • Provide thought leadership and expertise not only in area of Service Design, UX or Creative Direction, but also in how it relates to Business objectives, Innovation Strategy or Technological Constraints.
  • Provide leadership across broad level of organization, from engineers to executives, to build understanding of practice and value of research and design (UX & Service Design)

Qualifications required

  • MA degree in Communication Design, Product Design, Architecture, or equivalent.
  • 12+ years of experience delivering first class cross-platform products and services
  • 4+ years working inside of corporations, building successful partnerships and leadership across complex organizational structures
  • Experience leading interdisciplinary teams from concepting through implementation
  • Management experience, leading teams of 10 or more people
  • 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 Knowledge of mobile and web technologies, databases, programming.
  • 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 public speaking and presentation skills
  • Team player and leader – collaborative, supportive, authoritative and inclusive
  • Established member of the international design community For role as Creative Director, also possess excellent visual and branding skills.

Additional capabilities / strong points

  • To be Creative Director, need to possess strong Visual, Interaction AND Service Design expertise.
  • Strong technical and business know how.
  • Worked in large corporations with emerging Design culture.

Join us and you'll enjoy all the rewards and benefits of taking our customers to the next level. If you exist to innovate and are ready to make your mark in the digital world, apply now.

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