Analista de Diseño de Experiencias (CX) / Service Designer

📍 Job Overview

Job Title: Analista de Diseño de Experiencias (CX) / Service Designer

Company: Federada

Location: Rosario, Santa Fe, Argentina

Job Type: Full-time

Category: Customer Experience / Service Design Operations

Date Posted: August 05, 2026

Experience Level: Mid-level (2-5 years)

Remote Status: Hybrid

🚀 Role Summary

• Drive the design and continuous improvement of customer experiences across all touchpoints with Federada, leveraging strategic insights and user-centric methodologies.

• Facilitate cross-functional collaboration to translate customer and employee needs into actionable business solutions that enhance service delivery and operational efficiency.

• Develop and implement customer experience (CX) governance models, training programs, and internal initiatives to embed a strong customer-centric culture throughout the organization.

• Utilize a blend of qualitative and quantitative data analysis to diagnose complex issues, identify improvement opportunities, and measure the business impact of CX initiatives.

📝 Enhancement Note: This role focuses on the operational aspects of Customer Experience (CX) and Service Design, requiring a blend of strategic thinking, hands-on design, and cross-functional project management. The emphasis is on transforming insights into tangible improvements that impact both customer satisfaction and business outcomes, aligning with GTM and operational excellence principles.

📈 Primary Responsibilities

• Integrate qualitative findings from user interviews, workshops, and observations with quantitative data from operational systems and surveys to build comprehensive diagnostics and prioritize improvement opportunities.

• Design, develop, and iterate on customer journey maps and service blueprints to visualize current and future states of customer interactions, identifying key moments of truth and pain points.

• Define, track, and analyze key performance indicators (KPIs) and metrics to evaluate the business impact and effectiveness of implemented CX initiatives, ensuring alignment with strategic objectives.

• Develop and deliver internal training programs and learning experiences focused on CX principles, design thinking, and customer-centric behaviors for employees across various departments.

• Actively contribute to the evolution and refinement of Federada's CX governance model, ensuring consistent application of CX best practices and standards across the organization.

• Facilitate design thinking workshops and collaborative sessions with cross-functional teams to co-create solutions and foster a shared understanding of customer needs.

• Conduct user research, including interviews and usability testing, to gather deep insights into customer motivations, behaviors, and expectations.

• Support the implementation of new CX technologies and tools, ensuring seamless integration with existing operational workflows and data systems.

📝 Enhancement Note: The responsibilities highlight a hands-on approach to service design, emphasizing the analytical and strategic capabilities required to manage the entire CX lifecycle. This includes research, design, implementation, and measurement, all crucial for operational effectiveness in a customer-facing organization.

🎓 Skills & Qualifications

Education: Bachelor's degree is required. Preferred fields include Psychology, Business Administration, Communication, UX Design, Service Design, or related disciplines.

Experience: Minimum of 2 years of direct experience in Customer Experience (CX), Service Design, User Experience (UX) Design, Service Design, or closely related fields. Proven experience coordinating interdisciplinary projects.

Required Skills:

• Profound understanding and practical application of Design Thinking methodologies.

• Expertise in Customer Journey Mapping techniques and Service Blueprint development.

• Proven ability to synthesize qualitative data (interviews, observations, workshops) and quantitative data (surveys, operational metrics) for comprehensive problem analysis.

• Strong project coordination and management skills, with experience leading cross-functional initiatives.

• Excellent oral and written communication skills, with the ability to articulate complex ideas clearly and persuasively.

• High levels of empathy, curiosity, and a genuine passion for understanding and improving customer experiences.

• Facilitation skills to lead productive conversations and workshops with diverse teams.

• Ability to translate abstract ideas into concrete project plans and actionable solutions. Preferred Skills:

• Familiarity with data analysis and visualization tools such as Excel, Power BI, or similar platforms.

• Experience with Customer Experience management platforms (e.g., Qualtrics, Medallia).

• Knowledge of user research methods beyond basic interviews, such as usability testing or ethnographic studies.

• Experience in developing and delivering training or educational content.

• Understanding of CX governance frameworks and best practices.

📝 Enhancement Note: The qualifications emphasize a strong foundation in CX methodologies and a blend of analytical, creative, and interpersonal skills. The preference for data tools and platforms like Power BI and Qualtrics indicates a need for technically adept individuals who can leverage data for operational decision-making and impact measurement.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least 2-3 detailed case studies demonstrating end-to-end service design projects from problem identification through solution implementation and impact measurement.

• Include examples of customer journey maps, service blueprints, user research summaries, and problem statements clearly articulating the user needs and business context.

• Demonstrate the ability to combine qualitative insights with quantitative data to inform design decisions and measure success.

• Present a clear narrative of the design process, highlighting iterative improvements, stakeholder collaboration, and the tangible business outcomes or ROI achieved. Process Documentation:

• Provide examples of how you have documented service design processes, including research findings, design iterations, and implementation plans.

• Show evidence of creating and maintaining service blueprints or similar process maps that illustrate service delivery across different touchpoints and channels.

• Include documentation related to the development and delivery of CX training or internal process improvement initiatives.

📝 Enhancement Note: A strong portfolio is critical for this role, as it directly demonstrates the candidate's ability to execute service design projects and drive operational improvements. The emphasis on combining qualitative and quantitative data, along with demonstrating business impact, is key for operations-focused roles.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a mid-level Service Designer/CX Analyst in Rosario, Argentina, with 2-5 years of experience, the estimated annual salary range is ARS 6,000,000 - ARS 9,000,000. This estimate considers the cost of living in Rosario and the typical compensation for roles requiring specialized CX and design skills within the financial services/insurance sector.

Benefits:

• Daily working hours: 9 hours per day, Monday to Friday.

• Special Perk: One day per week, you will work 1 hour less.

• Meal Vouchers/Allowance (Almuerzo).

• Day off on your birthday.

• Standard paid vacation days.

• Comprehensive medical coverage.

• Extended maternity, paternity, and adoption leave policies.

• Opportunity to be part of a reputable organization with a strong history and a commitment to continuous evolution.

• A professional, interdisciplinary, and collaborative work environment focused on continuous improvement.

Working Hours: Standard full-time engagement with a 9-hour workday, Monday to Friday. A flexible perk offers one day per week with a reduced workday by one hour, promoting work-life balance within operations.

📝 Enhancement Note: The salary range is an estimation based on typical Argentinian market rates for similar roles and experience levels. The benefits package is detailed to highlight company perks and support systems relevant to operations professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Insurance. Federada has been operating for over 60 years, providing well-being services and support across Argentina. This industry context implies a need for robust, reliable, and customer-centric operational processes, especially in handling sensitive customer data and complex service offerings.

Company Size: Federada is a well-established organization with a national presence, suggesting a mid-to-large enterprise structure. This size implies a need for standardized processes, clear reporting lines, and opportunities for cross-functional collaboration while also offering potential for impact within a structured environment.

Founded: Federada was founded over 60 years ago. This long history indicates a stable organization with a deep understanding of its market and customer base, likely balancing established operational practices with a forward-looking approach to innovation and customer experience.

Team Structure:

• The role is within the Customer Experience team, which is being strengthened. This suggests a growing focus on CX as a strategic priority.

• The team likely comprises specialists in CX, Service Design, UX, and potentially data analysis focused on customer insights.

• This role requires significant collaboration with various departments, including operations, product development, marketing, and customer service, to implement design solutions effectively. Methodology:

• Federada emphasizes a customer-centric approach, aiming for innovative and accessible services.

• The company values collaborative work and continuous improvement, suggesting a culture that embraces feedback and iterative design processes.

• The role will involve using data-driven insights and Design Thinking principles to improve operational workflows and customer interactions.

Company Website: https://talento.federada.com

📝 Enhancement Note: Federada's long history in the financial services sector, combined with its stated commitment to innovation and customer-centricity, suggests a dynamic operational environment. The CX team's growth indicates a strategic investment in improving customer touchpoints and operational efficiency through design.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-level as an "Analista de Diseño de Experiencias (CX) / Service Designer." It requires a solid foundation of 2+ years of experience and the ability to work independently on design projects while also collaborating effectively with cross-functional teams. The scope includes designing and evolving experiences, not just executing tasks, indicating a significant level of responsibility in shaping service delivery.

Reporting Structure: While not explicitly stated, this role likely reports to a CX Manager or Head of Customer Experience. The position requires close collaboration with various operational departments, product teams, and potentially IT or digital transformation units. This interdisciplinary reporting and collaboration are typical for driving operational change through CX initiatives.

Operations Impact: The Service Designer's impact is directly tied to improving the efficiency and effectiveness of customer-facing operations. By simplifying processes, enhancing user journeys, and ensuring consistent service delivery, this role contributes to increased customer satisfaction, loyalty, reduced operational costs (e.g., fewer support queries, faster resolution times), and ultimately, revenue growth through improved customer retention and acquisition.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of CX, such as journey mapping, service blueprinting, user research, or CX strategy.

• Leadership: Progress to a Senior Service Designer or CX Lead role, managing more complex projects, mentoring junior team members, and contributing more significantly to strategic CX planning.

• Cross-functional Mobility: Transition into related operational roles, such as Product Management, UX Strategy, or Digital Transformation, leveraging a strong understanding of user needs and operational processes.

• Skill Development: Opportunities to lead training programs, further develop data analysis skills, and gain exposure to advanced CX technologies and methodologies.

📝 Enhancement Note: The growth path for a Service Designer in an operational context is typically focused on increasing strategic influence, project scope, and leadership. Federada's emphasis on continuous improvement and cross-functional collaboration suggests ample opportunities for professional development and career advancement within the operations and CX domains.

🌐 Work Environment

Office Type: Hybrid work model. This indicates a blend of in-office collaboration and remote work flexibility, common in modern operational environments that balance team cohesion with individual productivity.

Office Location(s): The primary office is located at Mariano Moreno 1222, Rosario, Santa Fe, Argentina. This physical presence is crucial for the hybrid model, allowing for in-person collaboration, workshops, and team building.

Workspace Context:

• The hybrid model facilitates a dynamic work environment where team members can leverage the benefits of both in-office interaction and remote focus.

• In-office days will likely involve collaborative sessions, design thinking workshops, and face-to-face meetings with cross-functional teams, fostering a sense of community and shared purpose in operational improvements.

• Access to necessary tools and technology for both remote and in-office work is expected to support design and analysis activities.

• Opportunities for direct interaction with colleagues from various operational departments will be frequent, aiding in understanding diverse perspectives and challenges.

Work Schedule: The standard work schedule is 9 hours per day, Monday to Friday, with a unique perk of one day per week working one hour less. This structure supports deep work on design and analysis tasks while maintaining operational availability and team connectivity.

📝 Enhancement Note: The hybrid work environment is designed to foster collaboration and innovation within the CX team and across operational departments. The specific office location in Rosario provides a central hub for these activities, supporting Federada's operational footprint in the region.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Talent Acquisition will review applications and conduct a brief screening call to assess basic qualifications and cultural fit.

• Hiring Manager Interview: A discussion with the hiring manager (likely CX Manager) to delve deeper into experience, understanding of CX principles, and alignment with the role's responsibilities. Be prepared to discuss your approach to service design and operational improvements.

• Portfolio Presentation & Technical Interview: A key stage where candidates present their portfolio. This will involve walking through 1-2 detailed case studies, explaining your process, design decisions, and the impact of your work. Expect questions about your methodology, how you combine qualitative and quantitative data, and your experience with specific tools. This is where your operational problem-solving skills will be assessed.

• Cross-functional Stakeholder Interview: An interview with representatives from departments you would collaborate with (e.g., operations, product, IT) to assess your ability to communicate, influence, and work effectively in a cross-functional operational setting.

• Final Interview: Potentially with a senior leader, focusing on strategic thinking, long-term vision, and cultural alignment with Federada's values.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest projects that best demonstrate your skills in service design, CX improvement, and operational impact. Prioritize projects where you can clearly articulate the problem, your process, the solution, and measurable results.

• Focus on Process & Impact: For each case study, clearly outline the problem statement, your research methodology (qualitative and quantitative), the design process (iterations, tools used), the final solution, and most importantly, the tangible business outcomes or ROI achieved. Quantify impact wherever possible.

• Tell a Story: Structure your presentation like a narrative. Explain the "why" behind your decisions and how you navigated challenges. Demonstrate your empathy for the user and your understanding of business constraints.

• Be Ready for Deep Dives: Anticipate questions about your specific contributions, the tools you used (e.g., Power BI, Qualtrics), how you handled conflicting stakeholder needs, and how you measured success.

• Tailor to Federada: Research Federada's services and customer base. If possible, subtly connect your project examples to challenges or opportunities relevant to their industry.

Challenge Preparation:

• Scenario-Based Questions: Be prepared for hypothetical scenarios related to improving customer journeys or resolving service design issues within an insurance/financial services context. Think about how you would approach diagnosing the problem, gathering insights, and proposing solutions.

• Methodology Explanations: Be ready to explain concepts like Design Thinking, Customer Journey Mapping, and Service Blueprinting in detail, and how you apply them in practice to drive operational efficiency.

• Data Interpretation: Practice articulating how you would use data (e.g., customer feedback, operational metrics) to inform design decisions and measure the success of initiatives.

📝 Enhancement Note: The interview process is designed to thoroughly assess a candidate's practical skills, strategic thinking, and ability to integrate into Federada's operational and collaborative environment. A strong, well-documented portfolio is paramount for demonstrating expertise in service design and its impact on business operations.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Research: Tools for user research, journey mapping, and service blueprinting. This could include platforms like Miro, Mural, Figma, or specialized CX software.

• Data Analysis & Visualization: Proficiency with tools like Microsoft Excel (advanced functions), Power BI, or similar business intelligence platforms is highly valued for analyzing customer data and operational metrics.

• Customer Experience Platforms: Familiarity with CX management software such as Qualtrics, Medallia, or SurveyMonkey is beneficial for understanding customer feedback and sentiment.

Analytics & Reporting:

• Experience in creating dashboards and reports to track CX KPIs and operational performance.

• Ability to interpret data from various sources to identify trends and insights. CRM & Automation:

• While not the primary focus, an understanding of how CX initiatives integrate with CRM systems (e.g., Salesforce, HubSpot) and automation workflows is advantageous for ensuring seamless end-to-end customer experiences.

• Knowledge of how operational data flows and impacts customer interactions.

📝 Enhancement Note: Proficiency with data analysis and visualization tools like Power BI is a key differentiator, indicating a need for candidates who can translate data into actionable operational improvements. Familiarity with CX platforms is also important for managing the customer feedback loop.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and prioritizing customer needs in all operational decisions and service designs.

• Collaboration: A strong belief in working together across departments to achieve common goals and drive integrated operational improvements.

• Continuous Improvement: A proactive mindset towards identifying inefficiencies and opportunities to enhance processes, tools, and customer experiences.

• Empathy & Curiosity: A genuine desire to understand people's perspectives and a drive to explore underlying issues and innovative solutions.

• Data-Driven Decision Making: Utilizing insights from data analysis to inform strategic choices and measure the effectiveness of operational changes.

Collaboration Style:

• Cross-functional Integration: Active engagement with teams from operations, product, marketing, IT, and customer service to ensure cohesive service delivery and a unified customer experience.

• Workshop Facilitation: Leading collaborative sessions to foster co-creation, problem-solving, and knowledge sharing among diverse stakeholders.

• Feedback Culture: Openness to giving and receiving constructive feedback to refine designs, processes, and team dynamics.

• Agile & Iterative: Embracing an iterative approach to design and implementation, allowing for flexibility and adaptation based on new insights and feedback.

📝 Enhancement Note: Federada's values emphasize a human-centered approach to operations, driven by collaboration and continuous learning. The ideal candidate will be someone who thrives in an environment focused on both customer well-being and operational excellence.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Stakeholder Needs: Effectively navigating and aligning diverse requirements and priorities from various departments (e.g., operations, sales, IT, compliance) to create cohesive and effective customer experiences.

• Driving Cultural Change: Embedding a strong customer-centric culture across a long-standing organization requires persistent effort, effective communication, and demonstrable value from CX initiatives.

• Measuring ROI: Clearly quantifying the business impact and return on investment of service design initiatives can be challenging, requiring robust data analysis and reporting capabilities.

• Adapting to Evolving Customer Expectations: Keeping pace with changing customer behaviors and expectations in the digital age requires continuous research and agile design methodologies.

Learning & Development Opportunities:

• Advanced CX Methodologies: Opportunities to deepen expertise in areas like behavioral economics, advanced user research techniques, or service innovation frameworks.

• Data Science & Analytics: Potential to enhance skills in data analysis, visualization, and predictive modeling for more sophisticated CX insights.

• Leadership & Strategy: Developing skills in strategic planning, program management, and leading CX transformation initiatives.

• Industry Exposure: Participating in CX conferences, workshops, and training programs to stay abreast of industry best practices and emerging trends.

📝 Enhancement Note: This role presents opportunities to tackle complex operational challenges related to customer experience. The focus on continuous learning and skill development within Federada's supportive environment is designed to help employees overcome these challenges and grow professionally.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used both qualitative and quantitative data to identify a significant customer pain point and how you designed a solution for it." (Focus on your process, data sources, and the resulting impact on operations/customer satisfaction.)

• "How would you approach designing a new service blueprint for our [mention a Federada service, e.g., claims process] to make it more efficient and customer-friendly?" (Demonstrate your structured approach, key considerations, and potential metrics for success.)

• "Imagine you need to convince a skeptical operational team to adopt a new customer-centric process. How would you approach this, and what evidence would you present?" (Highlight your communication, facilitation, and data-driven persuasion skills.) Company & Culture Questions:

• "Based on your research, what do you see as Federada's biggest opportunity to improve its customer experience, and how would you contribute?" (Show your understanding of the company and your strategic thinking.)

• "How do you foster collaboration between design and operational teams, especially when there are conflicting priorities?" (Discuss your experience with cross-functional work and conflict resolution.)

• "How do you measure the success of your CX initiatives beyond customer satisfaction scores? What operational metrics are important to you?" (Emphasize your business acumen and focus on tangible outcomes.) Portfolio Presentation Strategy:

• Structure is Key: For each case study, use a clear framework: Problem -> Research -> Design Process -> Solution -> Impact/Results.

• Visual Aids: Use clear, well-designed visuals for journey maps, blueprints, and data charts. Ensure they are easy to understand quickly.

• Quantify Everything: Whenever possible, use numbers to demonstrate the impact of your work (e.g., "reduced call volume by 15%", "increased conversion rate by 10%", "improved NPS by X points").

• Highlight Collaboration: Explicitly mention who you collaborated with and how you managed those relationships to achieve project success.

• Be Prepared for Questions: Anticipate detailed questions about your specific role, the tools you used, the challenges you faced, and your decision-making process.

📝 Enhancement Note: Preparing for these types of questions and presenting your portfolio effectively will showcase your operational thinking, design capabilities, and ability to drive tangible business results for Federada.

📌 Application Steps

To apply for this Analista de Diseño de Experiencias (CX) / Service Designer position:

• Submit your application through the provided link on the Federada talent portal.

• Portfolio Customization: Ensure your resume highlights your experience with CX, Service Design, Design Thinking, and project coordination. If you have a portfolio, prepare it to showcase 1-2 key projects that best illustrate your process and impact, focusing on how you translated insights into operational improvements.

• Resume Optimization: Tailor your resume to emphasize keywords from the job description such as "Customer Experience," "Service Design," "Design Thinking," "Customer Journey Mapping," and "Data Analysis." Quantify your achievements with metrics wherever possible.

• Interview Preparation: Practice articulating your experience with specific examples related to the responsibilities and requirements. Prepare to discuss your approach to problem-solving, collaboration, and how you measure the success of your initiatives.

• Company Research: Familiarize yourself with Federada's services, mission, and values. Understand their position in the Argentinian market and consider how your skills can contribute to their customer-centric goals and operational efficiency.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.