Service Designer Jr.

📍 Job Overview

Job Title: Service Designer Jr. Company: Whirlpool Corporation Location: São Paulo, SP, Brazil Job Type: Full-Time Category: Service Design / UX / Customer Experience Operations Date Posted: 2025-12-04 Experience Level: Junior (0-2 years) Remote Status: Hybrid

🚀 Role Summary

• This Junior Service Designer role is pivotal in enhancing the end-to-end customer experience for Whirlpool in Latin America, focusing on digital growth and customer journey optimization.
• The position involves a blend of user research, journey mapping, service blueprinting, and prototyping to identify pain points and design innovative service solutions.
• A key aspect of the role is leading Minimum Viable Product (MVP) projects to test and validate service solutions before potential company-wide rollout.
• The Service Designer will collaborate closely with cross-functional teams, including Product Designers (UX/UI), Business Analysts, and Operations teams, to ensure seamless implementation and stakeholder buy-in.

📝 Enhancement Note: While the title is "Service Designer Jr.", the responsibilities outlined, particularly leading MVP projects and mobilizing stakeholders, suggest a role with significant ownership and potential for impact, even at a junior level. This implies a need for strong initiative and proactive engagement beyond typical junior support functions. The focus on "accelerating digital growth" and "transforming the consumer journey" places this role squarely within the operational improvement and GTM strategy enablement sphere.

📈 Primary Responsibilities

• Conduct qualitative (interviews, observation) and quantitative research to deeply understand user needs, behaviors, and stakeholder requirements.
• Analyze research data and apply user-centered design methodologies (e.g., Design Sprints, Focus Groups) to identify key opportunities for service improvement that align with company KPIs.
• Map comprehensive Customer Journeys and Service Blueprints, detailing touchpoints, frontstage (customer-facing) and backstage (internal operational) processes, and ecosystem interactions.
• Actively participate in brainstorming and co-creation sessions with multidisciplinary teams to generate innovative service solution ideas.
• Develop low to medium-fidelity prototypes to test new service interactions and processes, gathering feedback for iterative refinement.
• Collect and analyze data to validate design hypotheses and quantitatively measure the impact of implemented service changes on key performance indicators.
• Maintain up-to-date documentation of service designs, including blueprints, personas, user flows, and ecosystem maps, ensuring knowledge continuity.
• Lead the planning and execution of MVP projects, working collaboratively with Product Designers, Business Analysts, and Operations teams to define scope, implement tests, and assess feasibility.
• Mobilize relevant stakeholders across different departments to ensure alignment, secure buy-in, and drive expressive improvements within project timelines.
• Communicate research findings, design proposals, and project outcomes effectively to diverse audiences across the organization, facilitating workshops for solution definition and project scaling discussions.

📝 Enhancement Note: The responsibilities emphasize a strong analytical and problem-solving component, common in operations roles focused on process improvement. The directive to "mobilize areas involved in the delivery of that project or journey" highlights a critical stakeholder management and change management aspect, directly impacting operational efficiency and customer satisfaction.

🎓 Skills & Qualifications

Education:

• Currently pursuing or completed a degree in Design, Communication, Administration, Engineering, or a related field.

Experience:

• Demonstrated experience in Service Design, UX Research, or related fields, ideally through internships or project work.
• Familiarity with the practical application of design methodologies in a business context.

Required Skills:

• Foundational knowledge in Design Thinking, Service Design, and/or UX Design methodologies, applied to understanding and improving user experiences.
• Proficiency with journey mapping tools such as Miro, Figma, or Mural, enabling clear visualization of user flows and service touchpoints.
• Strong analytical and synthesis capabilities, essential for transforming complex information into actionable insights and clear visual representations.
• Excellent verbal and written communication skills, crucial for collaborating with diverse teams and presenting findings.
• Proven ability to work effectively in a team environment, contributing to collaborative problem-solving and co-creation efforts.
• Fluent in Portuguese, enabling seamless communication within the Brazilian operational context.

Preferred Skills:

• Prior internship or project experience specifically in Service Design or UX Research roles.
• Familiarity with User Interface (UI) and User Experience (UX) design principles and tools, allowing for a holistic approach to digital product and service design.
• Basic understanding of customer experience metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT), to measure the impact of design interventions.
• Intermediate to advanced English proficiency, beneficial for understanding global best practices and potentially interacting with international teams or resources.

📝 Enhancement Note: The emphasis on analytical skills, data synthesis, and proficiency with collaboration and mapping tools like Miro and Figma is critical for operational roles. These skills directly support the ability to analyze existing processes, identify bottlenecks, and design optimized workflows, making this candidate profile highly relevant for operations functions focused on customer journey enhancement.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of two detailed case studies demonstrating the application of Service Design or UX Design methodologies to solve a specific problem.
• For each case study, clearly articulate the problem statement, research methods employed, user insights derived, proposed solutions, and – if possible – the measured impact or outcomes.
• Include examples of user journey maps, service blueprints, personas, and wireframes/prototypes, illustrating the process from research to ideation and solution design.
• Demonstrate an understanding of how design solutions integrate with broader business objectives and operational processes, highlighting efficiency gains or improved user satisfaction.

Process Documentation:

• Provide examples of process documentation created, such as workflow diagrams, process maps, or operational blueprints, that illustrate an ability to visualize and communicate complex operational flows.
• Highlight experience in documenting user flows, interaction designs, and service touchpoints, ensuring clarity and comprehensibility for cross-functional teams.
• Showcase an ability to define and track key performance indicators (KPIs) related to service delivery and user experience within your documented processes.

📝 Enhancement Note: For a Junior Service Designer role focused on operations and customer journeys, the portfolio should strongly emphasize the ability to analyze existing processes, identify pain points using research and data, and design tangible improvements. The documentation of Service Blueprints and Customer Journeys is paramount, as these are core operational tools for understanding and optimizing the customer lifecycle. Demonstrating an understanding of how to measure the impact of these design interventions through KPIs like NPS and CSAT is also essential.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for Junior Service Designers in São Paulo, Brazil, with 0-2 years of experience, the estimated salary range is between R$3,500 to R$5,500 per month. This estimate considers the cost of living in São Paulo, the company's industry (manufacturing/consumer goods), and the specific responsibilities outlined.

Benefits:

• Flexible Working Hours: Adaptable schedules to promote work-life balance and accommodate operational needs.
• "No Dress Code": A relaxed workplace environment, fostering comfort and productivity.
• Gympass: Access to a wide network of gyms and wellness facilities for employee health and well-being.
• Transportation Assistance: Options including Vale-Transporte (transportation voucher), company-provided shuttles, or on-site parking.
• Vale Alimentação (Food Voucher): For purchasing groceries or food items.
• On-site Meals: Access to subsidized or provided meals at the company cafeteria.
• Market-Compatible Health and Dental Plans: Comprehensive medical and dental coverage for employees and potentially dependents.
• Annual Executive Check-Up: Proactive health monitoring through a no-copay executive check-up.
• Employee Assistance Program (EAP): 24/7 professional support for legal, social, financial, and psychological matters.
• Childcare Assistance/On-site Nursery: Support for working parents, including potential on-site nursery facilities.
• On-site Services: Convenient access to amenities such as a beauty salon, bank agency, laundry, snack bar, restaurant, and lactation rooms.
• Two Weeks of Remote Work Annually: Flexibility to work remotely for a designated period each year.
• Extended Parental Leave: Enhanced maternity and paternity leave benefits beyond statutory requirements.
• Retention Bonus: Incentives designed to reward long-term commitment.
• Employee Discounts: Special pricing on Whirlpool products through "Compra Certa" and discounts on various insurance types.
• Paid Sabbatical Leave: After five years of service, eligible employees can take a four-week paid leave.

Working Hours:

• Standard full-time hours, typically around 40 hours per week. The inclusion of "Flexible Hours" suggests some degree of adaptability within the work week.

📝 Enhancement Note: The salary range is an estimate based on publicly available data for comparable roles in São Paulo, Brazil. It reflects the junior level of the position and the competitive market for design and operations talent. The extensive list of benefits highlights Whirlpool's commitment to employee well-being and work-life integration, which are increasingly important factors for operations professionals seeking long-term career stability and satisfaction.

🎯 Team & Company Context

🏢 Company Culture

Industry: Home Appliances Manufacturing & Consumer Goods. Whirlpool Corporation is a global leader, driving innovation in consumer appliances. This industry context means a focus on understanding consumer needs, product lifecycle management, and efficient supply chain and operational processes. Company Size: Approximately 44,000 employees globally, with significant operations in the Americas. This large size indicates robust operational structures, established processes, and opportunities for career progression within a complex matrix. Founded: Whirlpool Corporation was founded in 1911. This long history signifies stability, deep market understanding, and a culture that has evolved to embrace innovation while retaining core values.

Team Structure:

• The role is within the Digital team, specifically focusing on Customer Intelligence and Analytics. This indicates a data-driven environment where insights are leveraged to understand and optimize customer interactions.
• The Digital team is responsible for driving Whirlpool's digital growth in Latin America, suggesting a dynamic and forward-thinking unit.
• You will likely report to a Service Design Lead, Manager, or Head of Customer Experience/Digital within the Customer Intelligence and Analytics division, working alongside UX/UI Designers, Business Analysts, and Data Analysts.

Methodology:

• Data-Driven Growth: The team's focus on "using data and evolving our products" points to a strong emphasis on analytics, A/B testing, and continuous improvement based on performance metrics.
• Customer-Centricity: The core mission is to "understand the customer, optimize their journey, and drive business growth," underscoring a deep commitment to user-centered design and customer experience excellence.
• Digital Transformation: The team is instrumental in "accelerating digital growth," implying a mandate to innovate, adopt new technologies, and transform traditional customer engagement models.

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

📝 Enhancement Note: The company's long history and global presence suggest a structured, process-oriented environment, which is typical for large manufacturing organizations. The Digital team's focus on data and customer intelligence positions this role as integral to modernizing operations and enhancing customer touchpoints, directly impacting revenue through improved conversion and retention.

📈 Career & Growth Analysis

Operations Career Level: Junior Service Designer (0-2 years experience). This level is characterized by foundational skill development, learning core methodologies, and supporting senior team members on projects. The role is designed to build expertise in user research, journey mapping, and prototyping within a business operations context.

Reporting Structure:

• The Junior Service Designer will likely report to a Senior Service Designer, UX Lead, or Manager within the Customer Intelligence and Analytics team.
• Collaboration will be extensive with Product Designers (UX/UI), Business Analysts, and Operations teams, providing exposure to various functional areas and operational workflows.

Operations Impact:

• This role directly influences customer acquisition and retention by improving the user experience across all touchpoints.
• By identifying and addressing pain points in service journeys, the Junior Service Designer contributes to increased customer satisfaction, reduced operational friction, and potentially higher conversion rates and lifetime value.
• Leading MVP projects allows for direct impact on testing and implementing new processes that can streamline operations and enhance service delivery.

Growth Opportunities:

• Specialization: Develop deep expertise in Service Design, UX Research, or Customer Journey Optimization, becoming a go-to person for these disciplines within Whirlpool Latin America.
• Skill Advancement: Gain hands-on experience with advanced research techniques, prototyping tools, and data analysis for service innovation.
• Leadership Potential: Progress to Senior Service Designer roles, taking ownership of larger projects, mentoring junior team members, and contributing more significantly to strategic GTM initiatives.
• Cross-Functional Mobility: Develop a strong understanding of various operational areas (e.g., product development, marketing, sales support, customer service) through collaboration, opening doors to roles in broader CX, Product Management, or Operations Strategy.
• MVP Project Leadership: Successfully leading MVP projects can fast-track career progression by demonstrating project management capabilities and the ability to drive tangible business outcomes.

📝 Enhancement Note: The emphasis on MVP project leadership and cross-functional collaboration provides a clear pathway for growth beyond a purely design-focused role. This role offers a unique opportunity to bridge design thinking with operational execution, a highly valued skill set in GTM and Revenue Operations.

🌐 Work Environment

Office Type: Hybrid work model. This suggests a blend of on-site collaboration and remote flexibility, typical for modern corporate environments aiming to balance team cohesion with employee autonomy. Office Location(s): São Paulo, SP, Brazil. This major metropolitan area offers a vibrant professional ecosystem and good accessibility.

Workspace Context:

• Collaborative Environment: The role requires active participation in brainstorming, co-creation sessions, and workshops, indicating a dynamic and interactive workspace designed to foster idea exchange.
• Tools and Technology: Access to industry-standard design and collaboration tools (Miro, Figma, Mural) is expected, supporting efficient workflow and communication.
• Interdisciplinary Interaction: Frequent interaction with Product Designers, Business Analysts, and Operations teams ensures a rich learning environment and broad exposure to different operational perspectives.

Work Schedule:

• Full-time employment with flexible hours, allowing for some autonomy in structuring the workday. This flexibility is beneficial for operations professionals who may need to manage tasks across different time zones or adapt to project demands.

📝 Enhancement Note: The hybrid nature of the role, combined with flexible hours, aligns with current trends in operational roles that seek to optimize productivity and employee well-being. The emphasis on collaboration and interdisciplinary interaction is key for operations roles that require seamless communication across departments to achieve GTM objectives.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: HR or recruiter call to assess basic qualifications, cultural fit, and interest in the role.
2. Hiring Manager Interview: Discussion with the hiring manager (likely a Service Design Lead or Manager) to delve deeper into experience, skills, and understanding of Service Design principles. Expect questions about your approach to user research, journey mapping, and problem-solving.
3. Portfolio Review & Case Study Presentation: A dedicated session to present 1-2 key projects from your portfolio. Be prepared to walk through your process, explain your design decisions, highlight challenges faced, and discuss the outcomes or learnings. This is critical for assessing your practical application of skills.
4. Skills Assessment/Workshop: You might be asked to participate in a practical exercise, potentially a mini-design sprint or a problem-solving scenario related to a Whirlpool service. This tests your ability to apply methodologies under pressure and collaborate.
5. Cross-functional Team Interview: Interviews with team members from Product Design, Business Analysis, or Operations to evaluate collaboration style and ability to integrate with different functions.
6. Final Interview: Potentially with a senior leader in the Digital or CX department for a final assessment of fit and strategic alignment.

Portfolio Review Tips:

• Focus on Process, Not Just Deliverables: Clearly articulate your thinking process, from problem definition and research to ideation and validation. Explain why you made certain decisions.
• Quantify Impact: Whenever possible, use data and metrics to demonstrate the impact of your work. If direct metrics aren't available, discuss the potential impact and how you would measure it.
• Tailor to Whirlpool: Research Whirlpool's products and customer base. Consider how your past projects or proposed solutions could apply to their context.
• Highlight MVP Experience: If you have experience leading or contributing to MVP projects, showcase this prominently, as it's a key responsibility for this role.
• Showcase Collaboration: Include examples that demonstrate your ability to work effectively with diverse teams, especially those in operational or technical roles.

Challenge Preparation:

• Research Whirlpool's Customer Journey: Familiarize yourself with common touchpoints for appliance purchases, service, and support.
• Practice Design Thinking/Service Design Exercises: Be ready to tackle a hypothetical problem related to improving a customer service experience for a Whirlpool product.
• Prepare to Discuss Metrics: Understand how to define and measure success for service design initiatives (e.g., NPS, CSAT, task completion rates, operational efficiency).
• Articulate Stakeholder Management: Be ready to discuss how you would engage and manage stakeholders from different departments (e.g., sales, marketing, operations, engineering).

📝 Enhancement Note: The emphasis on a portfolio review and practical exercises indicates a strong focus on assessing applied skills and problem-solving capabilities, which are paramount in operations roles. The advice to tailor the portfolio and prepare for stakeholder management discussions is crucial for candidates looking to demonstrate their operational acumen.

🛠 Tools & Technology Stack

Primary Tools:

• Miro/Figma/Mural: Essential for journey mapping, service blueprinting, brainstorming, and collaborative design. Proficiency is a core requirement.
• Prototyping Tools (e.g., Figma, Adobe XD): For creating low to medium-fidelity prototypes to test service interactions.
• User Research Platforms (e.g., UserTesting.com, Lookback): Potentially used for remote user testing and feedback collection.

Analytics & Reporting:

• Data Analysis Tools (e.g., Excel, Google Sheets): For basic data manipulation and analysis of research findings.
• Customer Feedback Platforms (e.g., SurveyMonkey, Typeform): For collecting qualitative and quantitative feedback.
• BI Tools (e.g., Tableau, Power BI - basic familiarity): While not a primary requirement, understanding how data is visualized and reported can be beneficial for understanding impact.

CRM & Automation:

• CRM Systems (e.g., Salesforce, SAP - awareness): Understanding how customer data is managed and how service interactions might be tracked within a CRM is advantageous.
• Project Management Tools (e.g., Jira, Asana, Trello): For managing MVP projects and tracking tasks within cross-functional teams.

📝 Enhancement Note: Proficiency in collaboration and design tools like Miro and Figma is critical for operational roles focused on process visualization and design. Familiarity with how data is analyzed and reported, even at a basic level, is also important for demonstrating an understanding of operational metrics and impact measurement.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and serving the customer's needs, driving all design and operational decisions.
• Data-Driven Decision Making: Relying on research, analytics, and performance metrics to inform strategy and validate solutions, ensuring operational effectiveness.
• Collaboration & Teamwork: Fostering an environment where diverse perspectives are valued, and cross-functional teams work together seamlessly to achieve common goals.
• Innovation & Proactivity: Encouraging curiosity, experimentation, and the proactive pursuit of new approaches to solve complex service design and operational challenges.
• Efficiency & Optimization: A continuous drive to improve processes, streamline workflows, and enhance the overall efficiency of service delivery and customer engagement.

Collaboration Style:

• Interdisciplinary: Working closely with individuals from diverse backgrounds (design, business, operations, engineering) to create holistic solutions.
• Co-creative: Actively involving stakeholders and team members in the ideation and design process through workshops and brainstorming sessions.
• Iterative: Embracing a feedback-driven approach, constantly refining designs and solutions based on testing and user input.
• Transparent: Ensuring clear communication of findings, proposals, and project status to all relevant parties.

📝 Enhancement Note: The emphasis on data-driven decision-making, efficiency, and cross-functional collaboration directly aligns with the core tenets of effective operations management and GTM strategy execution. Understanding and embodying these values will be crucial for success in this role.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business/Operational Constraints: Navigating the complexities of implementing user-centered designs within the practical limitations of existing operational processes, technology, and budgets.
• Mobilizing Diverse Stakeholders: Gaining buy-in and alignment from various departments (e.g., Sales, Marketing, IT, Operations, Customer Service) who may have different priorities or perspectives.
• Measuring Impact of Service Design: Quantifying the ROI of service design initiatives, especially for qualitative improvements, and demonstrating their contribution to business KPIs.
• Navigating a Large Corporate Structure: Understanding and effectively operating within a large, established organization like Whirlpool, which may have established processes and change management considerations.

Learning & Development Opportunities:

• Advanced Service Design Techniques: Deepen expertise in areas like service blueprinting, ecosystem mapping, and customer journey orchestration.
• UX/UI Design Fundamentals: Enhance skills in interface design, usability testing, and interaction design through collaboration with UX/UI designers.
• Data Analysis & Insights: Develop stronger capabilities in analyzing quantitative and qualitative data to inform design decisions and measure impact.
• Project Management: Gain valuable experience leading MVP projects, honing skills in scope definition, execution, and stakeholder management within an operational context.
• Industry Exposure: Learn about the intricacies of the home appliance industry, consumer behavior, and the operational landscape of a global manufacturer.

📝 Enhancement Note: The challenges listed are common in operations roles that bridge design and execution. Recognizing these and framing your experience in terms of how you've addressed similar issues will be key. The growth opportunities highlight a path towards becoming a well-rounded operations professional with strong design thinking capabilities.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used user research to identify a significant pain point in a service or process. How did you translate those insights into a solution?" (Focus on your research methodology, problem framing, and solution ideation.)
• "Walk us through a Customer Journey Map or Service Blueprint you created. What were the key touchpoints, and what opportunities for improvement did you identify?" (Be ready to explain your mapping process, the insights derived, and potential operational interventions.)
• "How do you approach prototyping and testing new service concepts, especially with limited resources?" (Highlight your iterative process, focus on MVP thinking, and methods for gathering feedback.)
• "Imagine you need to improve the post-purchase customer support experience for a Whirlpool appliance. What would be your first steps, and who would you involve?" (Demonstrate your structured approach, stakeholder identification, and understanding of operational touchpoints.)

Company & Culture Questions:

• "What do you know about Whirlpool's brands and customer base? How might that influence your approach to service design?" (Show you've done your research and can connect design thinking to industry specifics.)
• "How do you handle conflicting feedback from different stakeholders or team members?" (Assess your collaboration and negotiation skills in a cross-functional setting.)
• "Describe a situation where you had to adapt your design approach due to operational constraints or technical limitations." (Evaluate your flexibility and problem-solving ability in real-world operational scenarios.)

Portfolio Presentation Strategy:

• Structure: For each case study, use a clear narrative: Problem -> Research -> Insights -> Solution -> Outcome/Learnings.
• Visuals: Ensure your journey maps, blueprints, and prototypes are clean, easy to understand, and visually engaging.
• Your Role: Clearly define your specific contributions, especially if it was a team project.
• Quantify: Whenever possible, use numbers to demonstrate impact. If not, speak to the qualitative benefits and potential for future measurement.
• MVP Focus: If you have MVP project experience, highlight your role in defining, testing, and analyzing the results.

📝 Enhancement Note: The interview questions are designed to probe your understanding of Service Design principles, your practical application of methodologies, and your ability to collaborate within an operational framework. Preparing specific examples that showcase analytical skills, stakeholder management, and process improvement thinking will be crucial.

📌 Application Steps

To apply for this Service Designer Jr. position:

• Submit your application through the provided link on the Whirlpool Careers portal.
• Customize your Resume: Tailor your resume to highlight keywords and responsibilities mentioned in this job description, particularly focusing on Service Design, UX Research, journey mapping, prototyping, data analysis, and MVP project involvement. Quantify achievements where possible.
• Prepare Your Portfolio: Select 1-2 of your strongest projects that best showcase your skills in user research, journey mapping, service blueprinting, and problem-solving. Ensure your portfolio is easily accessible online and clearly articulates your process and impact.
• Research Whirlpool: Familiarize yourself with Whirlpool's brands, products, and their customer-facing digital presence. Understand their market position and any recent innovations or customer service initiatives.
• Practice Your Presentation: Rehearse your portfolio walkthrough, focusing on clear communication, concise explanations, and demonstrating your thought process and problem-solving abilities. Be ready to discuss your impact and learnings.

⚠️ 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.