Senior Service Designer

propelland is a global strategy, design, and engineering firm helping companies transform and grow. We are a diverse group of thinkers, makers, hackers, and life-long learners tackling complex problems to improve people’s lives, with hubs in San Francisco, Madrid, Mexico City, Bogotá, and Singapore. Our talented and multidisciplinary teams have the privilege of working with Fortune 500 companies across industries and around the world. Small by design, we prefer to fly while others walk. 
We are industry and solution agnostic, characterized by relentless curiosity. We work end-to-end beyond just research and strategy–covering everything from opportunity definition and discovery to MVP and go-to-market launch. To generate and implement innovative solutions, we partner with industry-leading clients and leverage our design thinking, business strategy, and engineering capabilities. 

About the role 

As a Senior Service Designer at propelland, your role is to guide project teams to create extraordinary end-to-end service experiences. To do so, you translate strategic market research into insight and orchestrate processes, technologies, and interactions to create value for complex and ambiguous system briefs. 
Under your project leadership, every solution is backed up by a compelling vision grounded in purpose and informed by market and human insights. To achieve this, you use strategic market insights, personas, value propositions, and service blueprints as generative design tools to facilitate decision-making and manage tradeoffs with internal and client teams. 
In conversations with internal and client-facing cross-functional teams, you guide groups to diverge and converge as needed to arrive at the set vision. In a nutshell, through storytelling, market sensitivity, facilitation, and critical thinking you drive alignment in every stage of the system bring to life cycle.
What you’ll do 
  • Help clients discover, design, prototype, and test end to end service experiences, translating behavioral insights from design-led methods into value for relevant stakeholders orchestrating processes, technologies, and interactions 
  • Partner with discipline lead to deliver project proposals and plans by defining goals, scope, time, and effort required to deliver on the brief and thinking two steps ahead to adapt milestones when needed throughout the project
  • Guide and collaborate with teams of designers, engineers, and fellow strategy team members to build a case for viability and feasibility and realize relevant touch points across the end-to-end service experience
  • Own the process and project management for yourself and the team to deliver highquality deliverables
  • Choose frameworks according to the brief or challenge leveraging strategic market insights, design thinking, systems thinking, and project management
  • Plan and facilitate creative ideation sessions and client workshops to move teams closer to the vision (online and offline) 
  • Direct and produce artifacts to communicate value propositions and solutions such as personas, journey maps, service blueprints, and experience audits – as well as prototyping tools and techniques (digital/physical mock-ups of touchpoints, service scripts, pilot protocols etc.)
  • Own the framing and orchestration of experiments to test ways of generating revenue from new service propositions, including the identification of hypothesis, success criteria, hero metrics, roadmaps, data collection, and translating learnings into strategic recommendations
  • Identify and tap into resources in a timely manner, including getting guidance from discipline leads, client leads, experts and sourcing learning materials for the team to unblock craft and knowledge gaps
  • Partner with client lead and strategy lead to develop and grow client relationships, defining the case for change and a design-led approach by framing clients issues
  • Mentor and guide the development of more junior team members to help them achieve personal and professional growth 
Does this sound like you? 
  • 5+ years relevant experience – consulting, agency, or startup experience.
  • Track record of delivering value and high-quality outcomes to the business and achieving results through insightful recommendations.
  • Track record on defining end-to-end service experience for new products, services, new ventures, and business processes.
  • Fluency in and commitment to principles and practices related to creating extraordinary consumer, customer, and employee experiences.
  • Excellent presentation(written/verbal) and facilitation skills in English and Spanish.
  • Experience with Design Thinking methodology(s).
  • Ability to be a key member of complex projects in a fast-paced, intense, supportive culture and environment.
  • Strong analytical and problem-solving skills including qualitative and quantitative research methods and analysis and prioritization frameworks.
  • A network of other service and design thinkers and leaders.
  • Experience with transformation initiatives that involve process and technology implementation.
  • Demonstrated collaboration skills: we value an entrepreneurial spirit and willingness to roll up your sleeves to get the job done with others.
  • Bachelors and/or advanced degree in relevant field (innovation, design research, design strategy, behavioral science, etc.)
  • Prior Service Design project experience and work samples.
  • Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery. 
Can’t wait to meet us?  
We are excited to get to know you and start the conversation about how we can grow together!  
Click Apply and let us know why you want to join our team of thinkers, makers, hackers, and life-long learners, and share work examples you’re proud to call yours. 
Life at propelland 
propelland is an equal opportunity employer building a diverse and inclusive workforce. We put people front and center in everything we do and thrive on a diversity of personal experience, perspectives and backgrounds to help us do great things. Extraordinary work begins with extraordinary people.