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We are looking for a UX Designer to manage and coordinate the planning, exploration, ideation, generation, and definition of services with a holistic and highly collaborative approach, generating value for both users and the company throughout the service lifecycle. This role choreographs the processes, technologies, and interactions for service delivery from a human-centered perspective.
Responsibilities
- Conduct SWOT analysis, gap analysis, and benchmarking
- Develop task maps, JBTD, user task stories, and flowcharts
- Identify process pain points and map opportunities
- Define user journeys, experience maps, blueprints, and service/product/initiatives ecosystems and strategy
- Build insight mapping, point of view statements, and How Might We questions
- Elaborate value proposition canvases, service value propositions, service ecosystems, and vision
- Facilitate co-creation and ideation sessions, visualization, canvas and idea matrices, evaluation/innovation matrices, design criteria matrices (MSCW - MAYA), narratives of tomorrow, and investment readiness level assessments
- Produce storyboarding, narrative/storytelling, concept tutorials, experience principles, service pillars, and touchpoint briefs
- Create service blueprints, service offerings, service/experience prototypes, role-playing exercises, business model canvases, and offerings/touchpoints maps
- Define service roadmaps, service specifications, and customer engagement plans and models
- Create stakeholder maps, customer interview guides, strategy maps, and issue cards
- Develop problem statements, ecosystem maps, purpose canvases, success metrics, innovation horizons, stakeholder value networks, and business objectives & context canvases
Requirements
- 3 to 5 years of experience in UX design
- Proficiency in conducting in-depth user interviews, group interviews, shadowing, service safaris, focus groups, diary/camera studies, and role-playing
- Skills in conducting email surveys, intercept surveys, and service data analysis
- Expertise in creating touchpoint matrices, process mapping, service benchmarking, and trend canvases
- Competency in creating mental set maps, mind maps, empathy maps, mental model maps, proto-personas, personas, and persona canvases
- Knowledge of user scenario maps, experience maps, customer journey maps, and opportunity canvases
- Familiarity with Figma, Mural, Miro, FigJam, and Whiteboard or similar tools
- Proficiency in Office Suite tools including Word, Excel, PowerPoint, Teams, Outlook, and Forms
- Familiarity with Optimal Workshop, Maze, and Hotjar
- Knowledge of Jira, Confluence, and similar tools
- Strong soft skills including autonomy, flexibility, goal orientation, customer orientation, problem-solving and analysis, and sense of urgency
- Interpersonal communication skills, team coordination, leadership, and negotiation abilities
- Understanding of agile culture with the ability to motivate the team
- Business skills to actively contribute to the product vision