Senior Research & Service Designer, Complex Tech

📍 Job Overview

Job Title: Senior Research & Service Designer, Complex Tech

Company: Telefónica

Location: Spain

Job Type: Full-time

Category: Service Design / User Experience Research Operations

Date Posted: November 4, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead the research and design of complex technical services, focusing on user experience for highly qualified professionals in domains such as cybersecurity, cloud, AI, and robotics.

• Translate in-depth qualitative research findings and service design blueprints into actionable design criteria and technical requirements for product and engineering teams.

• Drive innovation by integrating AI-native approaches into the design cycle, ensuring evidence-based decision-making and human-centered solutions.

• Facilitate co-creation workshops with technical experts, fostering collaboration and ensuring the practical application of design insights within complex organizational structures.

📝 Enhancement Note: This role sits within Telefónica's Chief Digital Office (CDO), a crucial hub for digital transformation. The emphasis on "Complex Tech" and "highly qualified professionals" indicates a focus on B2B or enterprise-level solutions, requiring a deep understanding of intricate technical systems and specialized user needs, aligning with advanced GTM operations.

📈 Primary Responsibilities

• Design and lead comprehensive qualitative research studies, including in-depth interviews, contextual observations, and usage diaries, specifically targeting technical professionals such as SOC analysts, ethical hackers, cloud engineers, and industrial operators.

• Develop detailed service maps, including user journeys, service blueprints, and actor ecosystem analyses, to identify dependencies, technical constraints, and critical failure points within complex service offerings.

• Synthesize research findings and technical data into clear design criteria, user stories, and actionable recommendations for product and engineering teams, ensuring alignment with business objectives and technical feasibility.

• Challenge existing business and technical assumptions by presenting evidence-based insights derived from user research and service design methodologies, fostering a culture of continuous improvement and innovation.

• Design and facilitate co-creation and ideation workshops with diverse technical stakeholders, promoting collaborative problem-solving and accelerating the design process for complex solutions.

• Integrate Artificial Intelligence (AI) tools and methodologies into the design lifecycle, from data analysis and synthesis to prototyping, ensuring ethical considerations and human oversight.

• Contribute to the development and standardization of design processes, templates, and best practices within the broader design team, promoting consistency and knowledge sharing across projects.

• Effectively communicate complex research findings and design strategies to both technical and executive audiences, ensuring buy-in and strategic alignment across different organizational levels.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on strategic thinking and execution within a technical B2B context, crucial for GTM operations. The need to "translate findings into criteria" and "challenge assumptions with evidence" points to a role that bridges user needs with product development, requiring strong analytical and communication skills essential for operations roles.

🎓 Skills & Qualifications

Education:

• Bachelor's or Postgraduate degree in Social Sciences, Psychology, Human Factors, Complex Systems Design, or a related field. Experience:

• 5-10 years of demonstrable experience in qualitative research methodologies (e.g., in-depth interviews, contextual inquiry, diary studies).

• Proven track record in service design, including the creation of user journeys, service blueprints, and end-to-end service mapping.

• Significant experience working with complex technical services or highly specialized technical users. Required Skills:

• Expertise in qualitative research methodologies and service design frameworks.

• Ability to understand complex technical architectures, processes, and terminology, and to ask insightful questions within technical domains.

• Strong synthesis and communication skills, capable of articulating insights to both technical and executive-level stakeholders.

• High degree of autonomy to manage ambiguity and multiple project fronts simultaneously.

• AI-native working approach, comfortable leveraging AI tools in design processes.

• High proficiency in English for effective communication in a global organization. Preferred Skills:

• Practical knowledge in cybersecurity, cloud computing, data analytics, or Artificial Intelligence.

• Experience working with highly demanding technical profiles such as SOC analysts, ML engineers, or red team members.

• Experience in B2B environments, telecommunications, or large organizational structures.

• Genuine technical curiosity and a desire to understand the inner workings of complex systems.

• Intellectual humility, with the ability to clearly distinguish between knowledge and assumptions.

• Strong sense of ownership and high standards for personal work quality.

📝 Enhancement Note: The requirements emphasize a unique blend of deep research and design expertise with a strong technical aptitude. The "AI-native" requirement and experience with specialized technical users are critical differentiators for operations roles focused on complex B2B solutions, suggesting a need for candidates who can quickly grasp and articulate technical value propositions.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a portfolio showcasing end-to-end service design projects, with a clear emphasis on research methodologies applied to complex technical domains.

• Include case studies that clearly illustrate the process of translating user research findings and service blueprints into tangible design criteria and product requirements.

• Highlight experience in mapping complex service ecosystems, including identifying technical dependencies, stakeholder interactions, and potential points of failure within a system.

• Showcase examples of how user insights and design recommendations have directly influenced project direction and product development, demonstrating measurable impact. Process Documentation:

• Provide examples of detailed user journey maps and service blueprints created for technical products or services, detailing the user experience across multiple touchpoints and systems.

• Include documentation of research methodologies employed, explaining the rationale for selecting specific qualitative techniques for complex technical user groups.

• Showcase the synthesis process, illustrating how raw research data and technical information were transformed into coherent insights and actionable recommendations for engineering and product teams.

📝 Enhancement Note: For a role like this, a portfolio is critical for demonstrating practical application of research and design skills in complex, technical B2B scenarios. The emphasis should be on the process of discovery, synthesis, and translation of insights into actionable product requirements, a core component of successful GTM operations and product development alignment.

💵 Compensation & Benefits

Salary Range:

• Given the Senior level, location in Spain, and specialized nature of the role (complex tech, AI, cybersecurity), a competitive salary range is expected. Based on industry benchmarks for Senior Service Designers and UX Researchers with specialized technical experience in major European tech hubs, a range of €55,000 to €75,000 per annum is estimated. This range accounts for extensive experience, technical acumen, and the strategic impact of the role within Telefónica's digital transformation efforts. Benefits:

• Flexible working arrangements to support work-life balance.

• 27 working days of vacation per year, providing ample time for rest and rejuvenation.

• Comprehensive family medical insurance coverage.

• Life and accident insurance for added security.

• Meal card to assist with daily expenses.

• Flexible remuneration options, allowing customization of benefits.

• Pension plan to support long-term financial planning. Working Hours:

• The role is likely to adhere to standard full-time working hours within Spain, approximately 40 hours per week. However, the hybrid work arrangement and company culture suggest a degree of flexibility in scheduling, accommodating the demands of research fieldwork and collaborative sessions.

📝 Enhancement Note: The salary estimate is based on general market data for senior-level design and research roles in Spain, considering the specialization in complex technology and AI. Benefits are listed as provided in the job description, highlighting Telefónica's commitment to employee well-being and work-life balance, which is attractive to operations professionals seeking stability and support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Telecommunications & Technology, with a strong focus on digital transformation, AI, cloud, IoT, and cybersecurity. Telefónica is a global leader in providing connectivity and digital solutions.

Company Size: Large enterprise, with a significant global presence and a substantial employee base. This implies structured processes, opportunities for cross-functional collaboration, and potential for career progression within a large organization.

Founded: Over 100 years of history, indicating stability, deep market experience, and a strong foundation in telecommunications, now actively driving digital innovation.

Team Structure:

• The role is within the Chief Digital Office (CDO), specifically within a design team that works in multidisciplinary environments, integrating product, design, and data.

• This team collaborates closely with product and engineering teams to develop scalable digital solutions.

• The design team operates with autonomy, high standards, and in contexts of high uncertainty, often involving AI-driven workflows. Methodology:

• The team is dedicated to building products and services based on real evidence, ensuring a coherent end-to-end user experience.

• There's a strong emphasis on AI-native ways of working, integrating AI into design processes for efficiency and innovation.

• The approach involves understanding user needs through rigorous research and translating these into practical design decisions that shape project trajectories.

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

📝 Enhancement Note: Telefónica's long history combined with its focus on digital transformation and AI positions it as a dynamic workplace. The CDO's role is central to this evolution, suggesting a culture that values innovation, cross-functional collaboration, and data-driven decision-making, which are hallmarks of effective GTM and operations environments.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position, indicating a need for significant experience and the ability to lead complex projects independently. It suggests a role that is integral to strategic decision-making within the CDO, influencing product direction and user experience for critical technical services.

Reporting Structure: The role likely reports into a Design Lead or Head of Design within the CDO, with close collaboration across product management, engineering, and potentially data science teams. The emphasis on autonomy suggests a degree of freedom in managing one's own research and design process.

Operations Impact: The role's impact is directly tied to the success of Telefónica's digital transformation initiatives. By ensuring that complex technical products and services are user-centered, well-researched, and effectively designed, this role contributes to increased efficiency, customer satisfaction, and value generation for both internal and external clients. This directly influences the Go-To-Market strategy by ensuring product-market fit and a superior user experience for technical B2B offerings.

Growth Opportunities:

• Specialization: Deepen expertise in specific complex tech domains like AI, cybersecurity, or cloud, becoming a go-to expert within the organization.

• Leadership: Progress into leadership roles such as Lead Service Designer or Head of Design, mentoring junior team members and setting strategic design direction.

• Cross-functional Mobility: Leverage insights and experience to move into Product Management, GTM Strategy, or even specialized roles within R&D focused on user-centric innovation.

• Skill Development: Continuous learning in emerging technologies, AI-driven design tools, and advanced research methodologies, supported by company training and development programs.

📝 Enhancement Note: This Senior role offers substantial growth potential, particularly for those looking to bridge the gap between technical product development and user-centric strategy. The impact on GTM is significant, as successful adoption of complex tech services relies heavily on understanding and designing for specialized user needs.

🌐 Work Environment

Office Type: Hybrid work model, balancing remote flexibility with in-office collaboration. This suggests a modern, adaptable work environment.

Office Location(s): Primarily based in Spain, with the possibility of working from various Telefónica offices across the country. The specific office location would likely be confirmed during the hiring process.

Workspace Context:

• Collaborative Environment: The role emphasizes working in multidisciplinary teams and facilitating co-creation workshops, indicating a highly collaborative atmosphere.

• Tools & Technology: Access to modern design and research tools, with an explicit requirement to integrate AI tools into the design workflow. This suggests a technologically advanced workspace.

• Team Interaction: Opportunities for regular interaction with experts across product, engineering, data, and other technical domains, fostering a rich learning and problem-solving environment.

Work Schedule: Standard full-time hours (approx. 40 hours/week) with a hybrid arrangement, offering flexibility to balance personal needs with project demands, research fieldwork, and team collaboration.

📝 Enhancement Note: The hybrid model and collaborative focus are typical of tech companies aiming to foster innovation while providing work-life balance. For operations professionals, this environment supports both focused individual work and dynamic team interactions essential for driving complex projects forward.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and portfolio to assess alignment with research, service design, and complex technical user experience requirements.

• Hiring Manager Interview: Discussion focused on your experience, approach to complex technical research, and understanding of service design principles. Expect questions about your background with specialized users and technical domains.

• Portfolio Presentation & Case Study: A critical stage where you'll present a relevant case study from your portfolio, demonstrating your research methodology, design process, ability to synthesize complex information, and translate insights into actionable recommendations. This will likely involve a hypothetical or past project related to complex tech.

• Team/Cross-functional Interview: Meeting with potential colleagues from product, engineering, or other design teams to assess collaboration style, technical communication skills, and cultural fit within the CDO.

• Final Interview: Potentially with senior leadership to discuss strategic fit, leadership potential, and overall contribution to Telefónica's digital transformation goals.

Portfolio Review Tips:

• Focus on Complexity: Showcase projects that specifically address complex technical services or users. Highlight how you navigated intricate systems and specialized knowledge.

• Detail Your Process: Clearly articulate your research methodologies (why you chose them), your service design artifacts (journeys, blueprints), and how you synthesized findings.

• Show, Don't Just Tell: Use visuals (maps, diagrams, research outputs) to illustrate your work. Quantify impact where possible (e.g., "insights led to a X% improvement in Y," or "identified Z critical failure points").

• Emphasize Translation: Demonstrate your ability to translate raw research data and technical jargon into clear, actionable requirements for product and engineering teams.

• AI Integration: If applicable, include examples of how you've used AI tools in your design or research process, explaining your critical approach and validation methods.

Challenge Preparation:

• Be prepared for a potential design challenge or a deep dive into a specific technical scenario. Practice articulating your thought process for problem-solving in complex technical contexts.

• Review Telefónica's digital offerings, particularly in areas like cybersecurity, cloud, and AI, to understand their current landscape and potential user challenges.

• Anticipate questions about how you would approach research for a new, undefined technical service and how you would manage stakeholders with deep technical expertise.

📝 Enhancement Note: The interview process heavily emphasizes a practical demonstration of skills through a portfolio and case study. For operations candidates, this means being ready to articulate not just what you did, but how you did it, and why it was effective, especially in a complex technical B2B context.

🛠 Tools & Technology Stack

Primary Tools:

• Qualitative Research Tools: Proficiency in tools for conducting and analyzing in-depth interviews, contextual inquiries, and diary studies (e.g., Dovetail, UserTesting.com, specialized recording/transcription software).

• Service Design Tools: Expertise in creating user journeys, service blueprints, process maps, and stakeholder ecosystem diagrams using tools like Miro, Mural, Figma, or specialized service design software.

• Prototyping & Design Tools: Familiarity with design and prototyping software for creating user flows and low-to-high fidelity mockups (e.g., Figma, Sketch, Adobe XD).

Analytics & Reporting:

• Ability to synthesize qualitative data into clear reports and presentations. Experience with data visualization tools (e.g., Tableau, Power BI) might be beneficial for presenting aggregated findings, though the primary focus is qualitative.

• Familiarity with analytics platforms to understand user behavior within digital products, even if the role is primarily research-led. CRM & Automation:

• While not a direct CRM role, understanding how service design impacts B2B customer journeys within CRM systems (like Salesforce) could be advantageous.

• Familiarity with workflow automation concepts to understand how service design can be implemented and scaled within complex technical environments.

• Experience integrating AI tools for analysis, synthesis, and potentially prototyping (e.g., AI-powered research analysis tools, generative design aids).

📝 Enhancement Note: The emphasis on specific qualitative research and service design tools, alongside the explicit mention of AI integration, highlights the modern, tech-forward approach Telefónica is adopting. Candidates should be prepared to discuss their proficiency with these tools and how they leverage them to drive efficiency and insight in complex technical projects.

👥 Team Culture & Values

Operations Values:

• Innovation: A drive to continuously improve and explore new technologies, particularly AI, to enhance digital products and services.

• User-Centricity: A deep commitment to understanding and serving the needs of users, especially highly technical professionals, through evidence-based design.

• Collaboration: A belief in the power of multidisciplinary teamwork, co-creation, and open communication across product, design, and engineering.

• Excellence & Ownership: High standards for quality in research, design, and execution, with individuals taking responsibility for their work and its impact.

• Adaptability: Comfort working in ambiguous environments and embracing change, particularly as AI transforms ways of working.

Collaboration Style:

• Cross-functional Integration: The team actively collaborates with product managers, engineers, data scientists, and potentially marketing/GTM teams to ensure design solutions are feasible, desirable, and viable.

• Evidence-Based Dialogue: Discussions are grounded in research findings and data, fostering constructive debate and decision-making based on insights rather than assumptions.

• Co-creation: A proactive approach to involving stakeholders in the design process through workshops and feedback sessions, building shared understanding and buy-in.

• Knowledge Sharing: Contributing to shared team standards and practices, promoting a culture of continuous learning and collective improvement.

📝 Enhancement Note: The cultural values highlight a forward-thinking, user-focused, and collaborative environment. For operations professionals, this means an emphasis on data-driven decision-making, cross-functional alignment, and a proactive approach to problem-solving, all critical for success in GTM and product strategy roles.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Technical Complexity: Deeply understanding and effectively designing for highly specialized technical domains (AI, cybersecurity, cloud) requires continuous learning and the ability to engage deeply with subject matter experts.

• Managing Ambiguity: Working in high-uncertainty environments with evolving technologies like AI demands adaptability, strong problem-solving skills, and the ability to define clear paths forward from unclear starting points.

• Translating Insights: Effectively bridging the gap between complex user needs and the technical language/constraints of engineering teams can be challenging, requiring strong communication and synthesis skills.

• AI Integration: Critically assessing and integrating AI tools into design workflows requires a thoughtful approach, balancing efficiency gains with human oversight and ethical considerations.

Learning & Development Opportunities:

• Domain Expertise: Opportunities to become a subject matter expert in Telefónica's core complex tech areas through deep engagement with projects and internal experts.

• AI in Design: Training and practical experience in leveraging AI tools for research analysis, synthesis, content generation, and prototyping.

• Advanced Methodologies: Exposure to and application of cutting-edge research and service design techniques within a leading telecommunications and technology company.

• Cross-functional Skill Building: Developing a deeper understanding of product management, engineering processes, and GTM strategies through close collaboration.

📝 Enhancement Note: The challenges are directly tied to the specialized nature of the role and the rapidly evolving tech landscape. Successfully navigating these challenges offers significant opportunities for professional growth, particularly in areas highly relevant to modern operations and GTM strategy.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design a service for a highly technical user group. What were the key challenges, and how did you overcome them?" (Focus on your research methods, understanding of technical constraints, and how you translated insights.)

• "How do you approach mapping a complex service ecosystem with multiple technical dependencies and stakeholders?" (Be ready to walk through your process, tools used, and how you identify critical points.)

• "Imagine Telefónica is launching a new AI-powered cybersecurity tool for enterprise clients. How would you begin to research and design the user experience for this product?" (Demonstrate your structured approach, from initial research questions to potential design artifacts.) Company & Culture Questions:

• "What excites you about Telefónica's work in areas like AI, cybersecurity, or cloud computing?" (Show you've researched the company and understand its strategic focus.)

• "How do you ensure your design decisions are driven by evidence rather than assumptions, especially when dealing with expert opinions?" (Highlight your research rigor and synthesis skills.)

• "Describe your experience working in multidisciplinary teams. How do you communicate complex design concepts to engineers or product managers?" (Focus on your collaboration and communication style.) Portfolio Presentation Strategy:

• Select a Relevant Case Study: Choose a project that best exemplifies your experience with complex technical services or specialized users.

• Structure Your Narrative: Clearly outline the problem, your approach (research, design), the challenges encountered, your solutions, and the outcomes or impact.

• Highlight Your Role: Emphasize your specific contributions and decision-making processes.

• Showcase Artifacts: Use visuals of your research findings, journey maps, service blueprints, and any prototypes or recommendations.

• Explain Your "Why": Be prepared to justify your methodological choices and design decisions with clear reasoning.

• Address AI Integration: If applicable, explain how you've used AI tools and your perspective on their role in the design process.

📝 Enhancement Note: Preparation should focus on demonstrating a robust, evidence-based approach to design and research within complex technical environments. Articulating your process clearly and providing concrete examples will be key to success, showcasing your strategic thinking and operational execution capabilities.

📌 Application Steps

To apply for this Senior Research & Service Designer position:

• Submit your application through the Telefónica careers portal.

• Portfolio Customization: Ensure your resume and portfolio are tailored to highlight experience with complex technical services, qualitative research, service design methodologies, and AI integration. Prioritize case studies that showcase your ability to translate technical insights into actionable design requirements.

• Resume Optimization: Use keywords from the job description, such as "qualitative research," "service design," "complex tech," "AI," "cybersecurity," "cloud," "user journeys," "service blueprints," and "stakeholder management," to ensure ATS compatibility. Quantify achievements where possible.

• Interview Practice: Prepare to discuss your portfolio in detail, focusing on your methodology, problem-solving approach for technical challenges, and ability to communicate effectively with diverse stakeholders. Practice answering behavioral questions that assess your autonomy, ownership, and collaboration skills.

• Company Research: Familiarize yourself with Telefónica's digital transformation initiatives, its key technology areas (AI, cloud, cybersecurity), and its commitment to innovation. Understand how this role contributes to the company's broader strategic goals.

⚠️ 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.