Facilitator of Design Thinking / Service Designer

📍 Job Overview

Job Title: Facilitator of Design Thinking / Service Designer Company: Inetum Location: Lisbon, Portugal Job Type: Full-time Category: Design & Innovation Operations / Service Design Date Posted: December 3, 2025 Experience Level: 2-5 Years Remote Status: Hybrid

🚀 Role Summary

• Lead and facilitate Design Thinking and Service Design workshops with multidisciplinary teams to drive innovation and solution development.
• Synthesize complex information and translate insights into actionable strategies and visually compelling documentation.
• Create high-level diagrams, including User Journeys, Service Blueprints, and Process Maps, to articulate service offerings and user experiences.
• Foster a collaborative environment, ensuring active stakeholder participation and alignment throughout the design process.
• Support the transformation of abstract ideas into concrete, value-driven solutions within a dynamic digital services context.

📝 Enhancement Note: While the title is "Facilitator of Design Thinking / Service Designer," the responsibilities and required skills strongly suggest a role focused on operationalizing design thinking processes to achieve business outcomes, rather than purely a creative design role. This role is crucial for GTM strategy by ensuring new ideas are well-defined and actionable.

📈 Primary Responsibilities

• Design and execute end-to-end Design Thinking and Service Design facilitation plans, from initial ideation to documented outputs.
• Employ a range of facilitation techniques to ensure inclusive participation, constructive debate, and effective decision-making during workshops.
• Conduct thorough synthesis of workshop outputs, identifying key themes, pain points, and opportunities for innovation.
• Develop and refine visual artifacts such as User Journeys, Service Blueprints, Process Maps, and experience diagrams to communicate complex service interactions and user flows.
• Document workshop findings, strategic recommendations, and action plans in a clear, concise, and visually engaging manner, suitable for diverse stakeholder audiences.
• Collaborate closely with cross-functional teams, including product, technology, and business stakeholders, to ensure design solutions align with business objectives and user needs.
• Translate conceptual ideas into tangible requirements and actionable steps for subsequent development and implementation phases.
• Champion user-centric design principles and methodologies within the organization, promoting their adoption and effective application.
• Continuously evaluate and improve facilitation techniques and documentation standards based on feedback and evolving project needs.
• Support teams in understanding and acting upon synthesized insights, bridging the gap between ideation and execution.

📝 Enhancement Note: The emphasis on "transforming ideas into concrete solutions" and "supporting teams in interpreting insights" indicates a strong operational component. This role is about ensuring the execution and impact of design thinking rather than just the creative process itself.

🎓 Skills & Qualifications

Education: Higher education or equivalent experience is required, ideally in a field that supports design, innovation, or business strategy. While not explicitly stated as mandatory, a degree in Design, Business, Psychology, or a related discipline would be highly advantageous for understanding user behavior and business contexts.

Experience: Proven experience in facilitating Design Thinking sessions and applying Service Design methodologies is essential. This should include a track record of successfully guiding multidisciplinary teams through innovation processes and delivering tangible outcomes. Experience in managing group dynamics and synthesizing complex information visually is critical.

Required Skills:

• Design Thinking Facilitation: Demonstrated ability to lead and guide individuals and groups through structured Design Thinking processes (e.g., Empathize, Define, Ideate, Prototype, Test).
• Service Design Expertise: Solid understanding of Service Design principles and experience in mapping service ecosystems, user journeys, and customer touchpoints.
• Workshop Facilitation & Group Management: Proven skills in planning, organizing, and leading productive workshops, managing diverse personalities, and fostering an inclusive environment.
• Information Synthesis: Ability to absorb, analyze, and consolidate large amounts of qualitative and quantitative data into clear, actionable insights.
• Visual Documentation & Diagramming: Proficiency in creating high-level diagrams such as User Journeys, Service Blueprints, Process Maps, and other visual representations of service interactions and workflows.
• Collaborative Tool Proficiency: Expertise in using digital collaboration platforms like Miro, Figma, FigJam, or similar tools for ideation, diagramming, and workshop delivery.
• Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and persuasively to various stakeholders.
• Problem-Solving: A creative yet structured approach to problem-solving, focusing on delivering value and tangible results.
• Language Proficiency: Professional level of English and Portuguese, essential for effective communication in a multicultural and multinational environment.

Preferred Skills:

• User Research: Experience with user research methodologies to inform design decisions and validate concepts.
• Prototyping & Testing: Familiarity with rapid prototyping and user testing techniques to iterate on service concepts.
• Business Acumen: Understanding of business strategy, market dynamics, and how design thinking contributes to business growth and performance.
• Agile Methodologies: Experience working within Agile or other iterative development frameworks.
• Change Management: Appreciation for the challenges of implementing new ideas and processes within an organization.

📝 Enhancement Note: The combination of "Facilitator" and "Service Designer" implies a need for both strong interpersonal and analytical skills. The emphasis on visual synthesis and documentation points towards a requirement for individuals who can translate abstract concepts into concrete, communicable artifacts, a key function in operationalizing innovation.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Design Thinking Project Examples: Showcase at least 2-3 detailed case studies of Design Thinking projects led or significantly contributed to. Each case study should outline the problem statement, the design thinking process followed, the methods used, and the outcomes achieved.
• Service Design Artifacts: Include examples of User Journeys, Service Blueprints, or Process Maps created for real-world projects. These should demonstrate your ability to map complex service interactions and identify areas for improvement.
• Visual Synthesis Examples: Provide samples of how you have synthesized workshop outputs or complex user insights into clear, visually compelling formats (e.g., summary diagrams, "as-is" and "to-be" state visualizations).
• Documentation Standards: Demonstrate your ability to produce structured, professional documentation that effectively communicates design decisions and recommendations to diverse audiences.

Process Documentation:

• Workshop Planning & Structure: Evidence of well-defined workshop plans, agendas, and activity structures that ensure efficient use of time and focused outcomes.
• Insight Capture & Synthesis Frameworks: Examples of how you systematically capture and organize insights during workshops, and the frameworks you use for synthesis to derive actionable themes.
• Visual Communication Methods: Showcase the tools and techniques used to translate insights into visual formats that are easily understood and actionable by stakeholders, including cross-functional teams.

📝 Enhancement Note: For a role focused on operationalizing design thinking, a portfolio is crucial. It needs to go beyond just showing creative outputs and demonstrate the ability to structure processes, synthesize information, and communicate effectively, bridging the gap between ideation and implementation.

💵 Compensation & Benefits

Salary Range: Given the role's location in Lisbon, Portugal, and the specified experience level (2-5 years), a competitive salary range for a Facilitator of Design Thinking / Service Designer would typically fall between €30,000 and €50,000 gross per year. This estimate is based on industry benchmarks for similar roles in the Portuguese market, considering the tech and consulting sectors in Lisbon, and factor in the hybrid work model which often attracts slightly higher compensation. The exact figure will depend on the candidate's specific experience, qualifications, and the company's compensation structure.

Benefits:

• Hybrid Work Model: Flexibility to work a maximum of 2 days per week in the office, promoting work-life balance.
• Professional Development: Opportunities for continuous learning, training, and development in Design Thinking, Service Design, and related innovation methodologies.
• Health Insurance: Comprehensive health insurance coverage for employees and potentially dependents.
• Retirement Plan: Contribution to a pension or retirement savings plan.
• Paid Time Off: Generous annual leave, public holidays, and sick leave.
• Career Growth: Potential for advancement within Inetum's extensive network, offering diverse career paths in digital services and consulting.
• Collaborative Environment: Access to a dynamic and collaborative work environment with opportunities to work on impactful digital transformation projects.

Working Hours: The role is full-time, typically around 40 hours per week, with flexibility offered through the hybrid work model. Standard working hours would likely be within the typical business day in Lisbon (e.g., 9:00 AM to 6:00 PM), with potential for occasional adjustments depending on workshop schedules and project demands.

📝 Enhancement Note: Salary estimation for Lisbon, Portugal, requires consideration of local cost of living and average tech/consulting salaries. The range provided is an educated estimate based on these factors and the specified experience level.

🎯 Team & Company Context

🏢 Company Culture

Industry: Inetum operates within the Digital Services and IT Consulting industry. This sector is characterized by rapid technological advancement, a focus on client-centric solutions, and a demand for innovation. The company's presence in digital services means it's involved in helping businesses navigate their digital transformation journeys, offering a wide array of solutions from cloud migration to data analytics and customer experience enhancement.

Company Size: Inetum is a large organization with 28,000 consultants and specialists, operating in 19 countries. This scale provides significant opportunities for professional development, exposure to diverse projects, and career mobility within a global network. For operations professionals, this size often means established processes, structured career paths, and access to extensive resources, but also requires adaptability to larger organizational dynamics.

Founded: While the exact founding date isn't provided, Inetum's generation of €2.5 billion in sales in 2023 suggests a mature and well-established company with a significant market presence. This history implies a stable environment with deep expertise in the digital services sector.

Team Structure: The role of Facilitator of Design Thinking / Service Designer likely sits within a dedicated innovation, design, or consulting unit. This team would be multidisciplinary, comprising individuals from design, business analysis, technology, and project management backgrounds. The reporting structure would likely be to a Design Lead, Innovation Manager, or a Senior Consultant, with close collaboration across project teams and client-facing engagements.

Methodology: Inetum's focus on digital transformation and client-centric solutions suggests a methodology that blends agile principles with structured project management. Design Thinking and Service Design are core to their approach, enabling them to understand client needs deeply and co-create innovative solutions. Data analysis and process optimization are likely embedded in their service delivery to ensure client success and efficiency.

Company Website: https://www.inetum.com/

📝 Enhancement Note: Extrapolating company culture from its industry, size, and stated goals is key. For an operations role, understanding how Inetum structures its innovation and client delivery processes is crucial.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as an intermediate to senior-level position, requiring 2-5 years of specialized experience. It's a hands-on role focused on facilitating and documenting innovation processes. For an operations professional, this represents a critical juncture where they apply strategic design thinking to tangible business problems, acting as a bridge between ideation and execution.

Reporting Structure: The Facilitator will likely report to a Design Lead, Innovation Manager, or a Senior Project Manager within Inetum's consulting or digital transformation practice. They will work closely with multidisciplinary teams, which may include business analysts, UX/UI designers, technical consultants, and client stakeholders. This structure emphasizes collaboration and cross-functional influence.

Operations Impact: The impact of this role is significant, primarily in ensuring that new ideas and solutions are well-defined, user-centric, and strategically aligned before significant development investment. By facilitating Design Thinking and Service Design, this role directly influences the quality of innovation, the efficiency of solution development, and ultimately, client satisfaction and business performance. It operationalizes creative potential into actionable business outcomes.

Growth Opportunities:

• Specialization: Deepen expertise in advanced Design Thinking techniques, specific Service Design domains (e.g., digital service design, physical service design), or user research methodologies.
• Leadership: Progress to roles like Senior Service Designer, Innovation Lead, or Design Thinking Program Manager, overseeing larger initiatives and mentoring junior facilitators.
• Cross-Functional Mobility: Transition into roles in Product Management, Business Analysis, UX Strategy, or Project Management, leveraging the broad skill set developed.
• Client Relationship Management: Develop expertise in client engagement and consulting, moving towards client-facing advisory roles.
• Process Improvement: Lead efforts to refine and scale Inetum's internal Design Thinking and Service Design processes, contributing to operational excellence.

📝 Enhancement Note: The growth potential for this role is tied to its ability to translate creative concepts into operational realities. Highlighting career paths that leverage both design skills and operational acumen is key.

🌐 Work Environment

Office Type: The role is based in Lisbon, Portugal, with a hybrid work model requiring a maximum of 2 days per week in the office. The office is likely a modern, collaborative workspace designed to accommodate teamwork, client meetings, and focused individual work.

Office Location(s): Parque das Nações, Lisbon. This is a contemporary business district in Lisbon, known for its modern infrastructure, accessibility, and concentration of corporate offices. It typically offers good public transport links and amenities.

Workspace Context:

• Collaborative Spaces: The office environment will likely feature open-plan areas, meeting rooms equipped for workshops (whiteboards, projectors), and breakout zones to encourage spontaneous collaboration.
• Tools & Technology: Access to standard office technology, high-speed internet, and specialized design software (Miro, Figma, etc.) will be provided.
• Team Interaction: Opportunities for face-to-face interaction with colleagues on designated office days will facilitate team cohesion, knowledge sharing, and on-the-spot problem-solving.

Work Schedule: The standard work schedule is full-time (approximately 40 hours per week). The hybrid model allows for flexibility in how work is distributed between home and office. While core working hours will likely be expected for team collaboration and meetings, there's an inherent flexibility in managing personal time around remote workdays.

📝 Enhancement Note: The "Hybrid (maximum 2 days per week in the office)" detail is crucial for candidates seeking work-life balance and understanding the day-to-day operational rhythm of the role.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and resume, focusing on relevant experience in Design Thinking, Service Design, and facilitation.
• Technical Interview / Portfolio Review: You will likely be asked to present a portfolio showcasing your work. This session will delve into specific projects, your role, methodologies used, challenges faced, and outcomes achieved. Expect questions about your facilitation approach and how you synthesize information.
• Skills Assessment / Case Study: A practical exercise or case study may be presented, requiring you to outline how you would approach a specific design challenge or facilitate a hypothetical workshop. This assesses your problem-solving skills, strategic thinking, and ability to apply design principles.
• Team / Cultural Fit Interview: You will meet with potential team members and managers to assess your collaborative style, communication skills, and fit with Inetum's culture. Questions will focus on teamwork, stakeholder management, and your approach to innovation.
• Final Interview: A final discussion with senior management to confirm your suitability for the role and discuss compensation and onboarding.

Portfolio Review Tips:

• Curate Selectively: Choose 3-4 of your strongest projects that best represent your skills in Design Thinking facilitation, Service Design, and visual synthesis.
• Tell a Story: For each project, clearly articulate the problem, your approach, your specific contributions (especially regarding facilitation and synthesis), and the measurable impact or outcome. Use visuals effectively.
• Highlight Process: Emphasize how you facilitate and how you synthesize information. Show your methods for engaging diverse stakeholders and translating complex ideas into clear outputs like journey maps or service blueprints.
• Tool Proficiency: Be prepared to discuss your experience with specific tools (Miro, Figma, FigJam) and how they aided your process.
• Quantify Impact: Where possible, use data or metrics to demonstrate the success of your work (e.g., improved user satisfaction, streamlined processes, identified key opportunities).

Challenge Preparation:

• Understand the Context: If given a case study, quickly grasp the business problem and the target audience.
• Outline Your Approach: Clearly articulate the steps you would take, referencing Design Thinking phases and Service Design principles.
• Focus on Facilitation: Explain how you would structure the workshop, engage participants, and manage potential challenges.
• Visualize Outputs: Be ready to sketch or describe the types of diagrams you would create to represent the solution and its impact.
• Consider Constraints: Think about how you would manage time, resources, and diverse stakeholder opinions.

📝 Enhancement Note: A strong portfolio is non-negotiable for this role. The interview process will heavily rely on demonstrating practical application of design thinking and service design skills through past projects and potential case studies.

🛠 Tools & Technology Stack

Primary Tools:

• Digital Whiteboarding & Collaboration: Miro, FigJam, or similar platforms are essential for real-time collaboration, brainstorming, ideation, and creating visual artifacts during remote and hybrid workshops. Proficiency in these is a core requirement.
• Prototyping & Design Software: Figma is explicitly mentioned, indicating its importance for creating user interfaces, service blueprints, and potentially prototypes. Experience with similar design tools is also valuable.
• Presentation Software: Tools like PowerPoint, Google Slides, or Keynote will be used for preparing and delivering presentations of findings, workshop summaries, and strategic recommendations.

Analytics & Reporting:

• While not explicitly listed as a primary tool, understanding how to interpret data from user research, analytics platforms (e.g., Google Analytics, product analytics tools), and business reports is crucial for informing design decisions and demonstrating impact.
• Experience with dashboarding tools (e.g., Tableau, Power BI) can be beneficial for visualizing service performance metrics.

CRM & Automation:

• Familiarity with CRM systems (e.g., Salesforce) might be useful for understanding customer data and context, though not a direct requirement for the facilitator role itself.
• Automation tools are less relevant for the core facilitation and design aspects but may be part of the broader solutions developed.

📝 Enhancement Note: The specific mention of Miro, Figma, and FigJam highlights the need for hands-on, practical experience with these collaborative design and whiteboarding tools.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and addressing user needs as the foundation for all solutions.
• Collaboration: Valuing teamwork, open communication, and the contribution of diverse perspectives to achieve collective goals.
• Innovation: A drive to explore new ideas, challenge the status quo, and develop creative solutions to complex problems.
• Value Orientation: A focus on delivering tangible business value and measurable impact for clients and the organization.
• Continuous Improvement: A mindset of learning, adapting, and refining processes and approaches to enhance effectiveness and efficiency.

Collaboration Style:

• Cross-Functional Integration: The role demands seamless collaboration with various departments (e.g., technology, business, marketing, client services) to ensure holistic solution design and implementation.
• Facilitative Leadership: A style that empowers teams, encourages participation, and guides discussions towards productive outcomes without dictating solutions.
• Constructive Feedback: An environment where feedback is actively sought, given constructively, and used for continuous improvement.
• Knowledge Sharing: A culture that promotes sharing best practices, learnings, and insights across teams and projects.

📝 Enhancement Note: Understanding Inetum's emphasis on user-centricity and collaboration is key to succeeding in this role, as it underpins the entire Design Thinking and Service Design approach.

⚡ Challenges & Growth Opportunities

Challenges:

• Managing Diverse Stakeholders: Effectively navigating differing opinions, priorities, and levels of understanding among multidisciplinary teams and clients.
• Translating Abstract Ideas to Concrete Actions: Bridging the gap between ideation and actual implementation, ensuring that workshop outputs lead to tangible deliverables.
• Maintaining Engagement: Keeping participants actively involved and motivated throughout intensive workshop sessions.
• Measuring Impact: Quantifying the success and ROI of Design Thinking and Service Design initiatives, which can sometimes be challenging to attribute directly.
• Adapting to Client Needs: Quickly understanding and responding to the unique contexts and challenges of different clients and projects.

Learning & Development Opportunities:

• Advanced Design Methodologies: Access to training and resources to deepen expertise in specialized areas of Design Thinking, Service Design, UX research, and innovation strategy.
• Industry Conferences & Certifications: Opportunities to attend relevant industry events and pursue certifications to stay abreast of the latest trends and best practices.
• Mentorship & Coaching: Potential for guidance from senior designers, innovation leads, and experienced consultants within Inetum.
• Exposure to Diverse Industries: Working on projects across various sectors, gaining broad experience and a deeper understanding of different business challenges.

📝 Enhancement Note: Identifying potential challenges helps candidates prepare for the realities of the role and frame their problem-solving skills effectively. Growth opportunities should align with career progression paths.

💡 Interview Preparation

Strategy Questions:

• "How would you approach facilitating a Design Thinking session with a team that has conflicting ideas about the project's direction?" (Assesses group management, conflict resolution, and facilitation strategy).
• "Describe a time you had to synthesize complex information from a workshop into a clear, actionable output. What was your process?" (Assesses synthesis skills and ability to create visual documentation).
• "How do you ensure that Design Thinking outputs translate into concrete actions and measurable business outcomes?" (Assesses understanding of operationalizing design and impact measurement).
• "What are the key differences and synergies between Design Thinking and Service Design, and how do you leverage both?" (Assesses theoretical understanding and practical application).

Company & Culture Questions:

• "What do you know about Inetum and our role in digital services?" (Assesses research and genuine interest).
• "How does your approach to facilitation align with a collaborative, user-centric culture?" (Assesses cultural fit and understanding of core values).
• "Describe your experience working in a hybrid or remote environment. How do you maintain team connection and productivity?" (Assesses adaptability to work model).

Portfolio Presentation Strategy:

• Start with the 'Why': Clearly state the business problem or user need your project addressed.
• Show Your Process: Detail the Design Thinking phases and Service Design techniques you employed. Use diagrams and visuals to illustrate this.
• Emphasize Your Role: Be specific about your contributions as a facilitator and designer, especially in synthesis and documentation.
• Highlight Outputs: Showcase your User Journeys, Service Blueprints, or other key artifacts. Explain what they represent and how they informed decisions.
• Discuss Outcomes: Share any results, learnings, or subsequent actions that stemmed from your work. Quantify impact where possible.
• Be Ready for Q&A: Anticipate questions about your choices, challenges, and how you would handle different scenarios.

📝 Enhancement Note: Interview preparation should focus on demonstrating practical application of skills, understanding of methodologies, and alignment with Inetum's operational and cultural context.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on SmartRecruiters.
• Tailor your Resume: Highlight keywords from the job description such as "Design Thinking," "Service Design," "Facilitation," "Miro," "Figma," "User Journeys," "Service Blueprints," and "Visual Synthesis." Quantify your achievements where possible, e.g., "Facilitated X workshops leading to Y new solution concepts."
• Prepare Your Portfolio: Curate your strongest case studies demonstrating your facilitation process, visual synthesis capabilities, and creation of service design artifacts. Be ready to walk through your portfolio in detail during an interview.
• Research Inetum: Understand their services, client base, and recent news. Familiarize yourself with their approach to digital transformation and innovation.
• Practice Your Pitch: Be ready to articulate your experience, passion for Design Thinking/Service Design, and how you can contribute to Inetum's mission during interviews.

⚠️ 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.