Lead Service Designer (Advanced English & Spanish)

📍 Job Overview

Job Title: Lead Service Designer (Advanced English & Spanish)

Company: Thoughtworks

Location: Brazil

Job Type: Full-time

Category: Experience Design / Service Design / Operations Transformation

Date Posted: April 03, 2026

Experience Level: 5-10 years

Remote Status: Remote OK (Brazil, Chile)

🚀 Role Summary

• Lead the end-to-end design and delivery of complex technology projects, with a significant focus on service design and operational process transformation.

• Collaborate deeply with cross-functional teams, including clients and internal developers, to conceptualize and create critical experience design deliverables.

• Conduct in-depth observational research within real-world work environments to identify key friction points, inefficiencies, and opportunities for significant process and business improvement.

• Translate complex research findings and efficiency-oriented thinking into actionable design direction that addresses systemic operational and organizational challenges.

📝 Enhancement Note: This role is positioned as a Lead Service Designer, indicating a senior level of responsibility. The emphasis on "process transformation," "operational challenges," and "efficiency-oriented thinking" strongly suggests a significant overlap with Revenue Operations, Sales Operations, or broader GTM Operations functions, particularly in how service design principles can optimize business processes. The requirement for advanced English and Spanish fluency, coupled with client-facing responsibilities in Brazil and potentially Chile, points to a role supporting global or regional GTM strategies through enhanced service delivery and operational efficiency.

📈 Primary Responsibilities

• Spearhead the delivery and design of technology projects, guiding them through discovery and execution phases with a primary emphasis on service design and process transformation.

• Develop comprehensive experience design deliverables, including intricate journey maps, detailed service blueprints, strategic roadmaps, functional prototypes, and robust design systems, in close collaboration with multidisciplinary teams.

• Undertake deep observational research in actual client work environments to uncover underlying friction points, systemic inefficiencies, and opportunities for substantial process and operational improvement.

• Map complex, end-to-end business processes and user service journeys, critically identifying areas of waste, redundancy, and systemic gaps that negatively impact both end-users and overall business performance.

• Apply efficiency-focused design thinking to translate research insights into concrete, actionable design direction, specifically targeting operational and organizational challenges that extend beyond superficial user experience enhancements.

• Facilitate dynamic workshops and co-design sessions to inform and influence strategic decision-making at the portfolio and enterprise levels.

• Establish clear, inspiring design hypotheses and strategic frameworks for delivery teams, comprising both Thoughtworks consultants and client personnel.

• Proactively assess and communicate project scope, identify potential risks, and provide regular status updates to stakeholders.

• Manage client and internal stakeholder expectations effectively by clearly articulating the scope, value, and outcomes of experience design deliverables.

• Mentor and develop less experienced designers within the team, fostering a culture of continuous learning and knowledge sharing within the broader experience design community at Thoughtworks.

• Travel to client sites as required to conduct research, facilitate sessions, and oversee project delivery.

📝 Enhancement Note: The responsibilities highlight a strong bias towards process optimization and operational improvement, which are core tenets of Revenue Operations. The emphasis on mapping complex journeys, identifying waste, and translating findings into actionable design direction directly aligns with the analytical and strategic work performed by operations professionals. The facilitation of workshops and strategic decision-making influence suggests a senior role capable of impacting business processes and GTM strategy.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Human-Computer Interaction, Business Administration, or a related field, or equivalent practical experience.

Experience: 5-10 years of professional experience in service design, experience design, UX research, or a closely related field, with a proven track record of leading complex projects and driving process transformation.

Required Skills:

• Deep specialization in service design, encompassing complex process mapping, end-to-end journey mapping, and understanding of organizational and operational contexts.

• Proven ability to conduct rigorous observational research in real-world settings, identifying friction, waste, and inefficiencies that go beyond standard user experience issues.

• Extensive experience applying qualitative research methodologies such as contextual inquiry, moderated interviews, usability testing, and experimental design.

• Proficiency in applying efficiency-oriented design thinking, with a clear ability to connect service improvements to measurable business and operational outcomes.

• Strong foundational knowledge across at least three core experience design disciplines, such as user research, digital product design, interface design, or visual design.

• Confident and compelling storytelling ability, with a track record of clearly presenting research methodologies, findings, and strategic recommendations to diverse stakeholders at all organizational levels.

Preferred Skills:

• Demonstrated experience in enterprise or SaaS environments, with a strong understanding of the challenges and opportunities within these contexts.

• Experience in designing and implementing design systems that support scalability and consistency across digital products.

• Familiarity with agile software delivery methodologies and experience integrating design processes within agile frameworks.

• Experience in facilitating strategic portfolio-level planning and decision-making sessions.

• A passion for contributing to the broader design community through speaking engagements, conference participation, or knowledge sharing initiatives.

📝 Enhancement Note: The "Enterprise / SaaS experience" preference is highly relevant for candidates targeting roles within technology companies, often involving complex GTM operations. The emphasis on translating research into "measurable business and operational outcomes" directly aligns with the KPIs and ROI focus of operations functions. The Spanish fluency requirement suggests a strategic need for this role to support operations in Latin American markets.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio showcasing expertise in digital products, with a strong emphasis on web and mobile applications.

• Evidence of experience in designing and implementing complex service journeys and operational processes.

• Case studies demonstrating the application of research findings to drive tangible process improvements and operational efficiency.

• Examples of deliverables such as detailed journey maps, service blueprints, and roadmaps that illustrate strategic thinking and problem-solving capabilities.

Process Documentation:

• Showcase examples of how you have documented complex end-to-end processes, identifying waste and systemic gaps.

• Demonstrate your approach to translating research findings into actionable design direction for process and operational improvements.

• Provide evidence of how you have facilitated workshops and co-design sessions to inform strategic decisions related to process transformation.

• Include examples of setting design hypotheses for delivery teams focused on implementing process changes.

📝 Enhancement Note: The portfolio requirement is critical for this role. Candidates should highlight projects that demonstrate their ability to analyze, map, and improve complex business processes, mirroring the analytical rigor expected in operations roles. Focus on case studies that quantify the impact of their design interventions on efficiency, user satisfaction, and business outcomes.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Lead Service Designers with 5-10 years of experience in Brazil, a competitive salary range is estimated between BRL 150,000 to BRL 250,000 annually. This range considers the advanced language requirements and the senior nature of the role within a global consultancy.

Benefits:

• Comprehensive career development programs and structured learning paths.

• Access to numerous interactive learning tools and resources to support continuous growth.

• Supportive and inclusive community environment with opportunities for peer learning and mentorship.

• Opportunities to work on challenging and impactful projects with leading clients.

• Health and wellness benefits as per local regulations and company policy.

• Potential for travel to client sites, offering diverse project experiences.

Working Hours: Standard full-time working hours, typically 40 hours per week, with flexibility to accommodate project needs and differing time zones when collaborating remotely.

📝 Enhancement Note: The salary estimate is based on research for senior design and consulting roles in Brazil, factoring in the specialized skills and language requirements. Benefits are derived from the "About Thoughtworks" and "Other things to know" sections, emphasizing professional development and community. The working hours are standard for full-time employment but note the flexibility often required in consulting and remote roles.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consulting, Software Development, Experience Design.

Company Size: Over 10,000 employees globally.

Founded: 1996. Thoughtworks has a long-standing reputation for pioneering integrated experience design with agile software delivery, focusing on solving complex business problems through technology.

Team Structure:

• The Service Designer will be part of a multi-disciplinary team, working alongside software developers, strategists, and other design professionals.

• This role operates within a matrixed structure, reporting to design leadership while being embedded within client project teams.

Methodology:

• Data-Driven Design: Emphasizing the use of research, analytics, and observational data to inform design decisions and validate hypotheses.

• Agile & Iterative: Working in agile sprints to deliver working software and design solutions incrementally, allowing for continuous feedback and adaptation.

• Co-Creation: Facilitating collaborative workshops and co-design sessions to ensure stakeholder buy-in and leverage collective intelligence.

• Focus on Impact: Prioritizing solutions that address core business problems and deliver measurable impact, extending beyond surface-level aesthetics.

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

📝 Enhancement Note: Thoughtworks' culture is deeply rooted in its consulting model, requiring adaptability, strong client relationship skills, and a commitment to continuous learning. The emphasis on integrating design with agile software delivery means this role will be at the forefront of digital transformation initiatives, often touching upon the operational efficiency and customer experience aspects critical to GTM success.

📈 Career & Growth Analysis

Operations Career Level: This Lead Service Designer role represents a senior individual contributor position within the experience design discipline. It requires a high degree of autonomy, strategic thinking, and the ability to influence project direction and client strategy. The focus on process transformation and operational efficiency places it at a strategic intersection with operations functions.

Reporting Structure: The role will report to senior design leadership within Thoughtworks and will be embedded within project teams, working closely with Project Leads, Delivery Leads, and client counterparts. This structure facilitates direct impact on client engagements.

Operations Impact: The primary impact of this role is through optimizing client business processes and service delivery, which directly influences operational efficiency, customer satisfaction, and ultimately revenue generation. By designing better services and workflows, the Lead Service Designer contributes to a more effective and profitable client operation.

Growth Opportunities:

• Leadership Development: Opportunities to lead design initiatives on large-scale, complex client projects and mentor junior designers, progressing towards Design Principal or Practice Lead roles.

• Skill Specialization: Deepen expertise in specific areas of service design, process optimization, or digital transformation, potentially leading to specialized consulting roles.

• Industry Influence: Contribute to Thoughtworks' thought leadership through speaking engagements, publications, and community building, enhancing personal and company brand.

• Cross-Disciplinary Learning: Gain exposure to a wide range of technologies, industries, and business challenges, fostering broad strategic acumen.

📝 Enhancement Note: The growth trajectory for a Lead Service Designer at Thoughtworks is geared towards increasing strategic influence, leadership, and specialization. For operations professionals, this role offers a unique pathway to apply design thinking to operational challenges, potentially leading to roles focused on customer journey optimization, process automation strategy, or GTM operational excellence.

🌐 Work Environment

Office Type: Thoughtworks operates as a global technology consultancy, often utilizing a mix of client-site work, co-working spaces, and remote work. While specific office locations in Brazil exist, the role is described as "Remote OK," indicating a flexible approach.

Office Location(s): While the primary location is listed as Brazil, Thoughtworks has offices in major cities globally, including São Paulo and Rio de Janeiro in Brazil. Remote work is supported within Brazil and potentially Chile.

Workspace Context:

• Collaborative Environment: The role thrives in a highly collaborative setting, requiring constant interaction with diverse teams (designers, developers, strategists, clients) both remotely and potentially in person.

• Technology-Rich: Access to standard consulting tools, communication platforms, and design software necessary for remote collaboration and project delivery.

• Client-Centric: A significant portion of the work will involve engaging directly with clients, understanding their business context, and delivering solutions on-site or remotely.

Work Schedule: While a standard 40-hour work week is typical, the consulting nature of the role and remote collaboration across different time zones may require flexibility. This includes accommodating client schedules and project deadlines, particularly during critical phases of discovery and delivery.

📝 Enhancement Note: The remote-friendly nature of the role, combined with client-facing responsibilities, suggests a dynamic work environment. Operations professionals will find this familiar, as GTM roles often require adaptability to client needs and varying schedules. The emphasis on collaboration is key, as successful operations depend on seamless integration across departments.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, resume, and portfolio to assess qualifications and experience.

• Skills Assessment: Potential technical assessments or case studies focusing on service design, process mapping, and problem-solving related to operational efficiency.

• Behavioral Interviews: Discussions to evaluate your approach to collaboration, stakeholder management, leadership, and cultural fit with Thoughtworks' values.

• Client/Project Simulation: Possibly a scenario-based interview or a presentation of a portfolio case study to simulate real-world client interactions and design challenges.

• Final Round: Interviews with senior leadership to discuss strategic alignment and long-term potential.

Portfolio Review Tips:

• Highlight Process Transformation: Select case studies that clearly demonstrate your ability to map complex processes, identify inefficiencies, and implement design solutions leading to measurable operational improvements.

• Quantify Impact: Wherever possible, use metrics and data to showcase the impact of your work. For operations-focused projects, this could include improvements in efficiency, cost reduction, cycle time, or user adoption.

• Showcase Collaboration: Include examples of how you collaborated with diverse teams and stakeholders to achieve project goals.

• Demonstrate Strategic Thinking: Present your thought process, problem definition, research methodology, and how your design decisions aligned with broader business objectives.

• Language Proficiency: If applicable, include a project where your Spanish fluency was critical to success.

Challenge Preparation:

• Process Mapping Exercise: Be prepared to walk through a complex process, identify bottlenecks, and propose design-led solutions for improvement.

• Stakeholder Scenario: Practice articulating design recommendations and managing differing stakeholder priorities, especially in a cross-functional or client-facing context.

• Research Interpretation: Be ready to discuss how you translate observational research and user feedback into actionable design strategies that address operational challenges.

📝 Enhancement Note: The interview process for a senior design role at a consultancy like Thoughtworks will heavily emphasize practical application and strategic thinking. Operations candidates should prepare to articulate their problem-solving methodologies, quantify impact, and demonstrate how design thinking can solve business and operational challenges. The portfolio is paramount, serving as the primary evidence of capability.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop).

• Journey Mapping & Service Blueprinting: Miro, Mural, Lucidchart, specialized service design tools.

• Research & Analytics: Tools for user interviews, usability testing, contextual inquiry, and potentially analytics platforms for tracking user behavior and operational metrics.

• Collaboration Platforms: Slack, Microsoft Teams, Zoom for communication and remote collaboration.

• Project Management: Jira, Asana, Trello for agile project tracking.

Analytics & Reporting:

• While not explicitly stated as a primary tool, familiarity with analytics platforms (e.g., Google Analytics, Mixpanel) to understand user behavior and measure the impact of design interventions is beneficial.

CRM & Automation:

• While direct CRM management isn't the focus, understanding how service design impacts CRM processes (e.g., lead conversion, customer support workflows) and how automation can support service delivery is advantageous.

📝 Enhancement Note: The technology stack emphasizes design and collaboration tools. For operations candidates transitioning or applying, highlighting proficiency in process mapping tools (Miro, Mural) and any experience with CRM systems or automation platforms that integrate with customer journeys will be beneficial. Understanding how design impacts operational systems is a key differentiator.

👥 Team Culture & Values

Operations Values:

• Purposeful Impact: A strong commitment to delivering work that solves significant client problems and creates tangible business value.

• Collaboration & Community: Fostering a supportive environment where knowledge is shared, and colleagues actively help each other grow.

• Continuous Learning: Encouraging curiosity, experimentation, and a proactive approach to skill development and staying current with industry trends.

• Efficiency & Excellence: Driving for high-quality outcomes through effective processes, rigorous methodologies, and a focus on operational excellence.

• Inclusivity: Valuing diverse perspectives and creating an environment where everyone feels empowered to contribute.

Collaboration Style:

• Cross-Functional Integration: Seamlessly working across disciplines (design, development, strategy) to deliver holistic solutions.

• Client Partnership: Building strong, trusting relationships with clients through open communication and transparent collaboration.

• Knowledge Sharing: Actively participating in internal communities of practice, sharing learnings, and contributing to the collective expertise of Thoughtworks.

• Feedback Culture: Embracing constructive feedback as a means for continuous improvement in both individual and team performance.

📝 Enhancement Note: Thoughtworks' values align closely with the collaborative and results-oriented nature of operations roles. The emphasis on purposeful impact and efficiency is particularly relevant. Candidates should be prepared to discuss how they embody these values in their approach to problem-solving and teamwork, especially in cross-functional settings.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Organizations: Understanding and influencing the intricate structures and political landscapes within client organizations to drive process change.

• Balancing Stakeholder Needs: Managing competing priorities and perspectives from various stakeholders (clients, internal teams, end-users) to achieve consensus.

• Quantifying Design Impact: Translating qualitative research and design interventions into clear, measurable business and operational outcomes that demonstrate ROI.

• Adapting to Diverse Contexts: Quickly understanding new industries, business models, and operational challenges across different client engagements.

Learning & Development Opportunities:

• Advanced Design Methodologies: Access to training and exposure to cutting-edge service design, UX research, and transformation frameworks.

• Industry Exposure: Working across a wide array of industries provides broad business acumen and understanding of different operational models.

• Mentorship & Coaching: Opportunities to learn from experienced consultants and leaders within Thoughtworks, fostering leadership and strategic skill development.

• Community Engagement: Participating in conferences, webinars, and internal knowledge-sharing sessions to stay abreast of industry best practices and contribute to the design community.

📝 Enhancement Note: The challenges listed are common in senior consulting and operations roles, requiring strong problem-solving, communication, and adaptability. The growth opportunities are significant, offering a path for deep specialization or broader strategic leadership within the consulting field or in operations-focused roles within client organizations.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used service design principles to significantly improve an operational process or customer journey. What was your approach, what were the challenges, and what was the measurable outcome?" (Focus on process mapping, stakeholder alignment, and quantified impact.)

• "How do you balance the needs of different stakeholders (e.g., business leaders, technical teams, end-users) when designing a new service or optimizing an existing one? Provide an example." (Emphasize collaboration and conflict resolution skills.)

Company & Culture Questions:

• "Why Thoughtworks? What attracts you to our approach to design and technology consulting?" (Research Thoughtworks' values, recent projects, and their unique methodology.)

• "How do you contribute to a collaborative and inclusive team environment?" (Provide examples of how you support teammates and foster positive working relationships.)

Portfolio Presentation Strategy:

• Structure Your Case Studies: For each project, clearly outline the problem, your role, the methodology used (research, mapping, design), key deliverables, challenges faced, and the quantifiable results.

• Highlight Process Improvement: Specifically call out how your work impacted operational efficiency, reduced waste, or streamlined complex workflows. Use visuals like journey maps and blueprints to illustrate your points.

• Emphasize Collaboration: Discuss how you worked with cross-functional teams and stakeholders, showcasing your communication and influencing skills.

• Be Ready for Deep Dives: Prepare to answer detailed questions about your design decisions, research methods, and the impact of your work.

📝 Enhancement Note: Interview preparation should focus on demonstrating a blend of design expertise and operational acumen. Candidates must be able to articulate how their service design skills directly translate into solving business problems, improving efficiency, and driving revenue, aligning closely with the objectives of operations professionals.

📌 Application Steps

To apply for this Lead Service Designer position:

• Submit your application through the official Thoughtworks careers portal, ensuring your resume and portfolio link are readily accessible.

• Curate Your Portfolio: Select 2-3 key projects that best showcase your experience in service design, process transformation, and driving operational efficiency. Focus on projects with clear problem statements, methodologies, and quantifiable results that resonate with GTM or revenue operations objectives.

• Tailor Your Resume: Highlight keywords and experiences related to process mapping, journey optimization, stakeholder management, agile methodologies, and any quantifiable improvements in efficiency or user experience that align with operational goals.

• Prepare Your Narrative: Practice articulating your experience, particularly in how design thinking can solve complex business and operational challenges. Be ready to discuss your portfolio projects in detail, emphasizing your strategic thinking and collaborative approach.

• Research Thoughtworks: Understand their consulting model, values, and client work to articulate your alignment with their culture and mission.

⚠️ 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.

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