Service Designer - 127905 Service Designer - 127905

📍 Job Overview

Job Title: Service Designer
Company: GFT Technologies SE
Location: Alphaville - Barueri, Brazil
Job Type: Full-time
Category: Service Design / UX Design (Operations Adjacent)
Date Posted: September 18, 2025
Experience Level: Mid-Senior (Pleno/Sênior)
Remote Status: On-site

🚀 Role Summary

• This role focuses on the strategic application of design thinking principles to enhance customer experiences and service delivery within GFT Technologies SE.
• The Service Designer will be instrumental in mapping and optimizing customer journeys, identifying critical pain points, and translating these insights into tangible service improvements.
• A key aspect involves conducting client experiments and user testing to validate hypotheses and drive iterative service enhancements, aligning with business objectives.
• This position requires a blend of analytical, creative, and collaborative skills to transform complex service ecosystems into user-centric solutions that improve operational efficiency and customer satisfaction.

📝 Enhancement Note: While not a traditional Revenue Operations, Sales Operations, or GTM role, Service Design is critical for optimizing customer-facing processes and ensuring seamless user experiences, which directly impacts customer retention, adoption, and ultimately, revenue. The skills required, such as process mapping, data synthesis, and user feedback analysis, are highly transferable and valuable in operations contexts.

📈 Primary Responsibilities

• Synthesize client insights to create representative customer profiles, including proto-personas, data personas, and empathy maps, to deeply understand target user needs.
• Map existing customer journeys (AS-IS), identifying both ideal scenarios and pain points, and effectively visualizing these through experience maps, journey maps, or storyboards.
• Design future-state customer journeys (TO BE), outlining desired experiences and service improvements.
• Plan and execute client experiments to test solution hypotheses and gather actionable feedback.
• Develop high-fidelity prototypes (physical or digital, depending on the context) to effectively test solution concepts with clients.
• Conduct user testing sessions based on defined test scenarios to evaluate prototype effectiveness and identify areas for refinement.
• Collect, analyze, and evaluate user feedback to drive iterative improvements in service solutions and customer experience.

📝 Enhancement Note: The responsibilities listed emphasize a user-centric approach to service improvement. For operations professionals, understanding these responsibilities highlights the importance of customer journey mapping and feedback loops in optimizing internal processes and external service delivery. The focus on experimentation and prototyping aligns with operations' need for data-driven decision-making and continuous improvement cycles.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a background in Design, Human-Computer Interaction (HCI), Psychology, Business, or a related field with a strong emphasis on user-centered methodologies is highly beneficial.

Experience: Proven experience as a Service Designer, UX Designer, or in a similar role involving customer journey mapping, service blueprinting, and user research. Experience with Pleno/Sênior level responsibilities, indicating a capacity for independent work and leadership in design initiatives.

Required Skills:

• Systemic Thinking: Ability to analyze how different components of a service or product integrate and impact the broader ecosystem.
• Mapping & Blueprinting: Proficiency in creating service maps, user flows, process diagrams, mental models, journey maps, and service blueprints.
• Facilitation: Strong skills in leading workshops, design sprints, lean inception meetings, and other collaborative dynamics with multidisciplinary teams and stakeholders.
• Prototyping Techniques: Mastery of various prototyping methodologies, understanding when to apply physical vs. digital, and high-fidelity vs. low-fidelity prototypes.
• Team Collaboration: A proven ability to work effectively within a team, fostering a collaborative environment.
• Problem Solving: Demonstrated ability to identify issues and develop creative, effective solutions.
• Independent Work & Time Management: Capacity to manage tasks autonomously and prioritize effectively.
• Technological Innovation: An interest in engaging with novel and innovative technological challenges.

Preferred Skills:

• Experience with specific design software such as Figma, Sketch, Adobe XD, Miro, or similar tools for prototyping and collaboration.
• Familiarity with agile development methodologies and how design integrates within these frameworks.
• Experience in conducting user research, usability testing, and qualitative data analysis.
• A portfolio showcasing successful service design projects, demonstrating impact on user experience and business outcomes.

📝 Enhancement Note: The skills required are directly applicable to operations roles focused on process improvement. Systemic thinking, mapping, facilitation, and problem-solving are core competencies for operations professionals aiming to streamline workflows and enhance efficiency. The emphasis on collaboration and stakeholder management is also crucial for cross-functional operations teams.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 distinct service design projects that demonstrate a clear understanding of the design process from research to implementation.
• For each project, detail the problem statement, research methodologies used, design solutions developed, and the impact of those solutions (e.g., improved user satisfaction, reduced process friction, increased efficiency).
• Include examples of customer journey maps, service blueprints, user flows, and high-fidelity prototypes created.
• Highlight instances where user feedback and data were used to iterate and improve designs.
• Demonstrate the ability to articulate design decisions and the rationale behind them, particularly in relation to user needs and business goals.

Process Documentation:

• Document the end-to-end process followed for key service design projects, from initial client engagement and research to prototype testing and iteration.
• Clearly outline the methodologies employed for synthesizing user research, mapping complex service interactions, and facilitating collaborative sessions.
• Provide evidence of how feedback loops were established and utilized for continuous service improvement and optimization.
• Illustrate the integration of design processes with broader project management or product development workflows.

📝 Enhancement Note: A strong portfolio is essential for demonstrating practical application of service design principles. For operations candidates, this translates to showcasing process optimization projects, workflow redesigns, and efficiency improvements, ideally with quantifiable results and clear documentation of the methodology used. This aligns with the operations need to demonstrate ROI and process maturity.

💵 Compensation & Benefits

Salary Range: For a Mid-Senior (Pleno/Sênior) Service Designer in Alphaville, Barueri, Brazil, the estimated annual salary range would typically be between R$ 80,000 to R$ 130,000 (Brazilian Real). This estimate is based on industry benchmarks for design roles with significant experience in major Brazilian tech hubs, considering the cost of living and market demand.

Benefits:

• Comprehensive health and dental insurance plans.
• Meal vouchers (Vale Refeição/Alimentação).
• Life insurance coverage.
• Opportunities for professional development and continuous learning, including training programs and certifications.
• Potential for performance-based bonuses or profit-sharing.
• Access to employee assistance programs.
• Corporate culture that values innovation and employee well-being.

Working Hours: Standard full-time working hours, typically around 40 hours per week, with potential for some flexibility depending on project needs and team collaboration schedules.

📝 Enhancement Note: The salary range is an estimation based on general market data for comparable roles in Brazil. Actual compensation may vary based on GFT Technologies SE's specific compensation structure, the candidate's exact experience, and negotiation. Benefits are typical for large IT consulting firms in Brazil.

🎯 Team & Company Context

🏢 Company Culture

Industry: GFT Technologies SE operates within the Information Technology and Services sector, specializing in digital transformation and technology consulting for various industries, including financial services, insurance, and manufacturing. This context means the company is at the forefront of technological innovation and client-driven solutions. Company Size: GFT Technologies SE is a global IT service provider, employing thousands of professionals worldwide. This large size suggests structured processes, access to significant resources, and a broad network of expertise, while also implying a need for clear communication and collaboration across diverse teams. Founded: GFT Technologies SE was founded in 1987. With decades of experience, the company has a robust history and a deep understanding of market evolution, positioning itself as a stable and experienced partner in digital transformation.

Team Structure:

• The Service Designer will likely be part of a broader Digital Transformation or Consulting practice, working within multidisciplinary project teams.
• These teams typically include project managers, business analysts, developers, UX/UI designers, and other specialists.
• The reporting structure will depend on the specific project, but generally, the Service Designer would report to a lead designer, a project lead, or a practice manager.
• Cross-functional collaboration is inherent to this role, requiring close interaction with clients, internal stakeholders, and other technical teams to deliver integrated solutions.

Methodology:

• GFT likely employs a mix of agile and traditional project management methodologies, tailored to client needs and project complexity.
• Data analysis and synthesis are fundamental to understanding user needs and service performance.
• Workflow planning and optimization are core to the service design process, aiming to create efficient and effective customer experiences.
• Automation and efficiency practices are pursued to streamline service delivery and enhance client value.

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

📝 Enhancement Note: Understanding GFT's position as a global IT consultancy is key. It implies a client-facing environment where service design directly impacts client satisfaction and project success. The company's scale suggests opportunities for diverse project experiences and career development within a structured framework.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Mid-Senior (Pleno/Sênior) level within a design specialization. In an operations context, this translates to a specialist or lead individual contributor role focused on optimizing processes and customer experiences through design thinking. The scope involves end-to-end journey mapping, solution prototyping, and user feedback integration. Reporting Structure: The Service Designer will likely report to a Design Lead, Project Manager, or a Head of Digital Transformation/Innovation within GFT. This structure provides guidance and mentorship while allowing for significant autonomy in executing design responsibilities. Operations Impact: The Service Designer's work directly impacts operational efficiency by identifying and resolving customer pain points, which can lead to reduced support costs, improved customer retention, and increased adoption rates for services. By creating seamless customer experiences, they contribute to customer loyalty and positive brand perception, indirectly influencing revenue growth.

Growth Opportunities:

• Skill Advancement: Deepen expertise in specific design methodologies, prototyping tools, and user research techniques. Opportunities to specialize in particular industries (e.g., FinTech, Automotive).
• Leadership Development: Progress to a Senior Service Designer role, leading design initiatives on larger projects, mentoring junior designers, and contributing to the strategic direction of design at GFT.
• Cross-functional Exposure: Gain exposure to various project management, development, and business analysis roles, potentially transitioning into related operational or product management functions.
• Industry Exposure: Work on diverse client projects across different sectors, broadening industry knowledge and understanding of varied business challenges.

📝 Enhancement Note: For operations professionals, this role offers a unique pathway to influence efficiency and customer satisfaction through design. Growth can involve becoming a subject matter expert in user-centric process optimization or moving into leadership roles that oversee broader operational improvement initiatives.

🌐 Work Environment

Office Type: GFT Technologies SE likely operates modern office spaces designed to foster collaboration and innovation, typical of technology consulting firms. These environments often include open-plan workspaces, meeting rooms equipped with collaboration tools, and possibly dedicated areas for brainstorming and prototyping. Office Location(s): The primary location is Alphaville, Barueri, Brazil. This is a significant business district with good infrastructure and accessibility.

Workspace Context:

• Collaboration: The workspace is designed to encourage interaction among team members from different disciplines, facilitating the exchange of ideas and co-creation during workshops and project phases.
• Tools & Technology: Access to industry-standard design software, collaboration platforms (like Miro, Jira), and necessary hardware for prototyping and presentations.
• Team Interaction: Opportunities for regular face-to-face interaction with project teams, clients (potentially on-site at client locations), and internal stakeholders, fostering strong working relationships.

Work Schedule: The standard work schedule is likely Monday to Friday, aligning with typical business hours. While there's an on-site requirement, some flexibility may be offered regarding start and end times, subject to project needs and team coordination. The nature of design work often involves focused periods of deep work interspersed with collaborative sessions.

📝 Enhancement Note: The on-site requirement in a business hub like Alphaville suggests a professional and collaborative work environment. For operations candidates, this means understanding the importance of in-person collaboration for complex problem-solving and stakeholder alignment, which is often crucial for driving operational changes.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess alignment with the role's requirements and GFT's needs.
• Technical Interview: Likely conducted by a Design Lead or Senior Designer, focusing on your design process, methodologies, and specific project experiences. Expect to discuss your approach to user research, journey mapping, prototyping, and problem-solving.
• Case Study/Challenge: You may be asked to present a case study from your portfolio or complete a short design challenge, either before or during an interview, to demonstrate your skills in action.
• Behavioral/Cultural Fit Interview: This interview will assess your soft skills, teamwork, collaboration, and how well you align with GFT's company values and culture. Questions will focus on your problem-solving approach, resilience, and ability to work independently.
• Final Interview: Potentially with a senior leader or hiring manager to discuss overall fit and career aspirations.

Portfolio Review Tips:

• Structure: Organize your portfolio logically, perhaps by project. For each project, clearly state the problem, your role, the process, your solutions, and the outcomes.
• Process Focus: Emphasize your thought process and methodology. Show how you arrived at your solutions, not just the final output. Include artifacts like journey maps, wireframes, prototypes, and research findings.
• Impact & Results: Quantify the impact of your work whenever possible (e.g., "improved customer satisfaction by X%", "reduced task completion time by Y%"). If direct metrics aren't available, articulate the qualitative improvements and expected business benefits.
• Tailoring: If possible, tailor your portfolio presentation to highlight projects that demonstrate skills relevant to GFT's industry focus (e.g., financial services, digital transformation).

Challenge Preparation:

• Understand the Brief: If given a design challenge, carefully read and understand the problem statement, constraints, and objectives. Ask clarifying questions if needed.
• Process, Not Just Output: Focus on outlining your thought process, the steps you would take, and the rationale behind your decisions, even if you can't complete a full design within the allotted time.
• User-Centricity: Always anchor your solutions in user needs and business goals.
• Presentation: Practice presenting your work clearly and concisely, highlighting key insights and decisions. Be prepared to justify your choices.

📝 Enhancement Note: The interview process is designed to evaluate both technical design skills and behavioral attributes. For operations candidates, translating this into preparation means being ready to discuss process optimization projects, demonstrate problem-solving capabilities with data-driven examples, and articulate how you collaborate to achieve operational improvements.

🛠 Tools & Technology Stack

Primary Tools:

• Prototyping & Design: Figma, Sketch, Adobe XD, InVision, Axure RP.
• Collaboration & Whiteboarding: Miro, Mural, Confluence, Jira.
• User Research & Testing: UserTesting.com, Lookback, Maze, Hotjar.
• Journey Mapping & Service Blueprinting: Dedicated tools or robust diagramming software (e.g., Lucidchart, OmniGraffle, or features within Miro/Mural).

Analytics & Reporting:

• While not the primary focus, understanding how to interpret analytics from tools like Google Analytics, Mixpanel, or Amplitude can be beneficial for understanding user behavior and validating design hypotheses.

CRM & Automation:

• Familiarity with CRM systems (like Salesforce) and marketing automation platforms is not explicitly required but can provide context for how services integrate into broader business operations.

📝 Enhancement Note: Proficiency in collaboration and prototyping tools is crucial. For operations professionals, understanding the role of these tools in mapping, visualizing, and testing process improvements is key. Familiarity with analytics tools is also beneficial for data-driven decision-making in operations.

👥 Team Culture & Values

Operations Values:

• Collaboration: A strong emphasis on working together across disciplines to achieve shared goals, fostering an environment where diverse perspectives are valued.
• Innovation: Encouraging creative thinking and the exploration of new ideas to drive service improvements and technological advancements.
• Quality: A commitment to delivering high-quality solutions and experiences, with attention to detail throughout the design and implementation process.
• Client Focus: A dedication to understanding and meeting client needs, ensuring that solutions are user-centric and deliver tangible value.
• Continuous Improvement: An ethos of learning from feedback and data to constantly refine and enhance services and processes.

Collaboration Style:

• Cross-functional Integration: The role requires seamless integration with project management, development, and client teams to ensure a holistic approach to service design and delivery.
• Process Review & Feedback: An open culture for reviewing processes and sharing constructive feedback to foster collective learning and improvement.
• Knowledge Sharing: Encouraging the sharing of insights, best practices, and learnings across teams and projects to build collective expertise.

📝 Enhancement Note: GFT's culture likely emphasizes a blend of technical excellence, collaborative problem-solving, and a strong client focus. For operations roles, this means understanding the importance of cross-functional alignment and a commitment to continuous process improvement driven by data and user feedback.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business Constraints: Effectively navigating the trade-offs between ideal user experiences and practical business realities (budget, technology, timelines).
• Synthesizing Complex Information: Distilling large amounts of user data, technical specifications, and business requirements into actionable design insights.
• Stakeholder Management: Aligning diverse stakeholder expectations and driving consensus on design decisions.
• Adapting to Evolving Technologies: Staying current with new design tools, methodologies, and technological advancements relevant to digital transformation.

Learning & Development Opportunities:

• Advanced Design Training: Access to specialized workshops and courses on service design, UX research, prototyping, and facilitation techniques.
• Industry Certifications: Opportunities to pursue relevant certifications in design, agile methodologies, or specific technology domains.
• Mentorship Programs: Guidance from senior designers and industry experts within GFT to foster career growth and skill development.
• Project Variety: Exposure to a wide range of client projects and industries, offering diverse learning experiences and the chance to build a comprehensive skill set.

📝 Enhancement Note: The challenges presented are common in innovation and process improvement roles. For operations, these highlight the need for strong analytical skills, collaborative problem-solving, and adaptability. The growth opportunities are excellent for developing expertise in user-centric process optimization.

💡 Interview Preparation

Strategy Questions:

• Operations Strategy: "How would you approach mapping the current customer service process for a new digital banking product, and what key metrics would you focus on to identify pain points?" Prepare to discuss methodologies like journey mapping, service blueprints, and relevant KPIs (e.g., NPS, CES, resolution time).
• Collaboration & Stakeholder Management: "Describe a situation where you had to gain buy-in from multiple stakeholders with conflicting priorities for a service improvement initiative. How did you manage this?" Focus on your communication, negotiation, and facilitation skills, using a STAR method (Situation, Task, Action, Result).
• Problem-Solving: "Imagine a scenario where user testing reveals a significant usability issue in a prototype. How would you diagnose the root cause and propose solutions?" Emphasize your analytical approach, user empathy, and iterative design process.

Company & Culture Questions:

• GFT's Operations: "Based on your understanding of GFT's role in digital transformation, what do you see as the biggest opportunities for service design to impact operational efficiency for your clients?" Research GFT's case studies and recent projects.
• Team Dynamics: "How do you prefer to collaborate with engineers, product managers, and business analysts? Can you provide an example of a successful cross-functional project?" Highlight your collaborative spirit and understanding of interdisciplinary teamwork.
• Impact Measurement: "How do you measure the success of your service design initiatives, and how would you communicate the ROI of your work to senior leadership?" Be ready to discuss metrics, user feedback analysis, and business impact.

Portfolio Presentation Strategy:

• Narrative Flow: Structure your portfolio presentation like a story, guiding the interviewer through the problem, your process, your solutions, and the impact.
• Visual Aids: Use clear visuals (journey maps, wireframes, prototypes) to illustrate your points. Ensure they are easy to understand.
• Key Takeaways: For each project, clearly articulate the key learnings and the value delivered. Be prepared to answer detailed questions about your design decisions and their rationale.
• Conciseness: Be mindful of time. Practice your presentation to ensure it's comprehensive yet concise, typically aiming for 10-15 minutes for a project presentation, leaving ample time for Q&A.

📝 Enhancement Note: Preparation should focus on demonstrating how your design thinking skills can translate into tangible operational improvements and positive customer experiences, aligning with GFT's client-centric approach. Highlighting collaboration and data-driven decision-making will be crucial.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on the GFT careers page.
• Portfolio Customization: Tailor your resume and portfolio to highlight specific projects and skills most relevant to service design, customer journey mapping, and user research. Emphasize your experience with facilitation and prototyping.
• Resume Optimization: Ensure your resume clearly articulates your experience level (Pleno/Sênior) and uses keywords from the job description such as "Systemic Thinking," "Mapping," "Facilitation," and "Prototyping." Quantify achievements where possible.
• Interview Preparation: Practice articulating your design process, showcasing your portfolio with clear narratives, and preparing for behavioral questions focused on collaboration and problem-solving. Research GFT Technologies SE and their recent projects.
• Company Research: Understand GFT's business model, target industries, and their approach to digital transformation. This will help you tailor your responses and demonstrate genuine interest.

⚠️ 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. The role is design-focused but has strong ties to process optimization and customer experience, which are critical for operational success.