Senior Service Designer & Researcher (ODS)Apply locations Madrid time type Full time posted on Posted 2 Days Ago job requisition id Req1396688 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.
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: 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.g., 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 synthesize 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.Identify pain points and low performance drivers from a customer point of view and assess risks, constraints, and opportunities to shape design.Organize and map experience design research approaches to deliver measurable and positive impacts.Support the implementation of an actionable service design practice.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 confident with presentations.Collaborate with cross-functional teams distributed across different geographies.Stay informed on the evolution of the latest news, methodologies, concepts, and trends related to 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 record of leading service design or research teams or experience coordinating experience-driven projects.Experience conducting and analyzing user research through interviews, usability testing, and other methodologies.Excellent communication skills, with the ability to present concepts and designs to stakeholders of all levels.Ability to effectively run workshops and collaborative sessions.Proficiency in Microsoft Suite (e.g., Teams, Word, PowerPoint, Excel) and prototyping tools like Figma / Figjam.Creative problem-solving skills 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 a 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 with opportunities for 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 equally without regard to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership, or disability status.
We make recruiting decisions based on your experience and skills.
We value your passion to discover, invent, simplify, and build.
The Santander Effect Our work touches 140 million lives every day.
How?
By always innovating, sharing our experiences, questioning how we do things, and adapting to new challenges.
As we keep reinventing ourselves for the digital age, you'll find that with us, even your smallest action will have a massive impact.
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