SENIOR SERVICE DESIGNER & RESEARCHER (ODS)

Senior Service Designer & Researcher (ODS) Country.
Spain Open Digital Services is the software development company of Santander Group powering the next generation of banks by creating innovative banking products and implementing them in collaboration with Santander Group Affiliates.
Santander Group is one of the world's largest financial institutions and the Eurozone's leader, we're committed to being the best Digital Bank with Branches in the industry.
Our mission at ODS is to design and support an advanced digital and omnichannel platform, ensuring the best customer experience using cutting-edge technology.
Openbank, our flagship partner, is where we develop our most advanced concepts first.
Be part of our Best-in-Class team and help us create unique value for our customers!     Join us to tackle exciting tech challenges in an agile environment, benefiting from learning, growth, and local and international career opportunities in a modern, diverse setting.
Mission.
We are looking for a Senior Service Designer with a proven track record in leading and coordinating research and experience strategy projects to join our team.
As a senior, experienced team member, you will play an important role, connecting cross and distributed teams and leading experience design projects with a strong focus on customer experience.
As well, you will support in the definition of research and analysis activities to be carried out on key projects ensuring the delivery of solid research insights and fostering collaboration to deliver experiences that meet user needs and drive business value.
Responsibilities.
As a Senior Service Designer, the main tasks of this position will be the following.
Lead service design projects, ensuring alignment with business objectives and customer needs.
Run exploratory and discovery research.
As well as research embedded within design delivery (e.
..
Usability validations) Conduct and oversee qualitative and quantitative research to gather actionable insights, ensuring a deep understanding of customer behaviors, needs and pain points.
Analyze and synthetize data to drive design iterations, working with designers to evolve interactions.
Ensure user insights are well documented and shared.
Foster a customer centric mindset and a culture of continuous improvement.
Have the capacity to identify pain points and low performance drivers from a customer point of view and risks, constrains and opportunities to shape design.
Organize and map experience design research approach to deliver measurable and positive impacts.
Support on the implementation of an actionable service design practice, making it a reality.
Create and refine service blueprints, journey and system maps.
Organize and facilitate workshops, co-creation sessions, and stakeholders’ alignment meetings to drive collaboration and shared understanding.
Communicate effectively and feel confidence with presentations.
Collaborate with cross-functional teams, distributed across different geographies.
Be constantly informed on evolution of latest news, methodologies, concepts and trends related with service design, research and experience strategy.
To be successful in the role you must have.
More than 8 years of experience working in the field of Service Design, Research, Strategy or related.
Strong portfolio showcasing end to end experience projects.
Proven track of leading service design or research teams or experience coordinating experience driven projects, and ability to guide teams and stakeholders through research projects, insights and decisions.
Experience conducting and analyzing user research through interviews, usability testing and other methodologies and knowledge of the different methodologies, you know how to easily explain them and to easily select which method to apply according to the needs.
Excellent communication skills, with the ability to present concepts and designs to stakeholders of all levels.
You are a storyteller, and you can easily engage your audience.
Effectively run workshops and collaborative sessions that can include cross disciplines and teams.
Tools.
Microsoft Suite (e.
..
Teams, Word, Powerpoint, Excel, etc) and Prototyping tools like Figma / Figjam Ability to solve problems creatively and efficiently in Dynamic and fast-paced environments.
Fluent English Level.
What do we offer? Immediate incorporation to a dynamic and agile company with a growth and expansion project.
Working in start-up model with the support of Santander Group.
Competitive remuneration and attractive benefits package.
Possibility of growth within the company and the Group.
Collaboration in international projects and possibility of contact with different countries.
Excellent work environment, social clubs and frequent events.
Would you like to grow with us? Join our team! Open Digital Services is an equal opportunity employer.
All applicants will be considered as equal without paying attention to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership nor disability status.
We make recruiting decisions based on your experience and skills.
We value your passion to discover, invent, simplify and build.
The personal data you provide as well as any data generated during the selection process are confidential and will be processed by Open Bank, S.
./ Open Digital Services, S.
.
with registered office at Plaza de Santa Bárbara (Madrid), for the sole purpose of managing your participation in the selection processes and, where appropriate, to formalise your recruitment.
For further information about your rights and data protection, please read the ODS/Openbank Privacy Policy applicable to this type of data processing here.
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