SENIOR SERVICE DESIGNER & RESEARCHER

What will you be doing? Service Designers are responsible for the design of systems made of people, digital, and physical touchpoints. They orchestrate value exchanges among them in ways that make the system sustainable for both the users and providers.As a Senior Service Designer, you are expected to represent depth in the craft of service design: as an individual contributor, as a mentor and guide for more junior colleagues, and as a contributor to the global community of practice. You will often be the backbone of your projects from beginning to end. You will plan, prioritise, and deliver service design activities autonomously, in the context of interdisciplinary projects. You will lead client conversations within your domain, providing articulate recommendations and helping guide client choices. You will have opportunities to lead small teams on projects and contribute to business development through proposal-writing and pitches.Your fellow frogs will rely on you to: Drive the design of systemic interventions in complex, multi-partner ecosystemsChampion visual frameworks – like journey maps, service blueprints, ecosystem maps – that help bring clarity to complex challenges in human behaviours, relationships, workflow and processes, and drive decision makingDrive contribution and alignment from multiple stakeholders, whether clients, third-party or larger ecosystem playerUtilise experience prototyping techniques like desktop walkthrough and role playing that help test and validate service components and to convey value propositionsAdvocate service providers as much as service usersOn a typical project you will: Map existing service ecosystems and service delivery processesPlan, conduct, and synthesise research with existing/potential service users and existing/potential service providers (front and back-end)Identify frameworks best suited to project needs and emerging insights along the service delivery, for front and back-office processes (e.g., customer journeys, service blueprints, ecosystem maps) that include metrics to help monitor service performance through timeOrchestrate and lead co-creation workshops with clients, partners, and customers to drive the analysis of current services and the design of improved/new servicesFrame and consolidate service value propositions for service users and service providersOrchestrate service test sessions using prototyping tools and techniques (digital/physical mock-ups of touchpoints, service scripts, pilot protocols etc.) with users and providers to validate service components and define detailed service requirementsSupport client organisations in the implementation of new services, co-organising employee trainings using service playbooks and simulations of detailed service processesWe want you to have:5 or more years of professional service design experience (although you might had a different job title, like “strategic designer” or “business designer”)Highly developed design skills, demonstrated in your portfolio of recent workConfident presentation and storytelling abilitiesExperience collaborating in multifunctional teams as the senior service design or leadProficiency with contemporary design and prototyping tools and methodsAffinity with frog’s values, and a passion for creating services that meet peoples functional and emotional needsFluent business level ability in English and Spanishavailability to travel outside of spain once every two monthsIt would be a bonus if you had:A university degree in Service Design, UX Research, Design Thinking or a related design or business disciplineExperience working in a variety of organisations (start-up, corporate, agency/consultancy)Good level of ArabicApplication InstructionsAs part of your application, please include a link or PDF of your portfolio of recent work, highlighting your abilities and experience relevant to the role, with specific examples of how you work, think, collaborate, and contribute to great design outcomes. Please note that we are unable to accept any applications without a portfolio.