SR Service Designer

📍 Job Overview

Job Title: SR Service Designer

Company: Electrolux Group

Location: Curitiba, Paraná, Brazil

Job Type: FULL_TIME

Category: Service Design / UX/UI Operations

Date Posted: 2026-05-11T00:00:00

Experience Level: 5-10 years

Remote Status: Hybrid

🚀 Role Summary

• Drive the strategic design and continuous optimization of services, ensuring alignment with user needs and overarching business objectives within the consumer goods sector.

• Lead cross-functional teams through the entire service lifecycle, from ideation and research to implementation and performance monitoring, leveraging agile and Lean Thinking methodologies.

• Conduct in-depth qualitative research and utilize service design tools such as service blueprints, journey maps, and prototypes to translate insights into tangible, user-centric service solutions.

• Define, track, and analyze Key Performance Indicators (KPIs) for service quality, driving data-informed decision-making for ongoing service improvements and business impact.

📝 Enhancement Note: This role is positioned as a Senior Service Designer, implying a need for significant experience in leading complex service design initiatives. While not strictly a "Revenue Operations" or "Sales Operations" role, the emphasis on optimizing services to meet business objectives, defining KPIs, and working within an agile framework has strong parallels to operational efficiency and customer journey optimization, which are critical in GTM operations. The role requires a blend of design expertise and a pragmatic, results-oriented approach characteristic of operations professionals.

📈 Primary Responsibilities

• Develop and implement comprehensive service strategies that are meticulously aligned with Electrolux Group's business objectives and deeply rooted in understanding user needs and pain points.

• Facilitate engaging and productive workshops, and lead strategic stakeholder sessions to collaboratively generate innovative service concepts and solutions.

• Spearhead and guide cross-functional teams through the execution of complex, end-to-end service design projects, ensuring timely and successful delivery.

• Conduct rigorous qualitative research, encompassing the full research lifecycle from briefing and scripting to interviews, detailed analysis, and comprehensive reporting, to uncover profound insights into user behaviors, needs, and unmet expectations.

• Create and meticulously maintain essential service design artifacts, including detailed service blueprints, insightful customer journey maps, robust business model canvases, compelling value propositions, and functional prototypes to visualize, test, and refine service concepts.

• Foster close collaboration with product managers, UX/UI designers, developers, marketing specialists, and other key stakeholders to ensure the seamless integration and coherence of all service solutions.

• Provide oversight for the successful implementation of new and improved services, ensuring strict adherence to project objectives, quality standards, and brand consistency.

• Define, establish, monitor, and evaluate the performance of services using critical key metrics and KPIs, actively driving ongoing improvements and ensuring sustained success and customer satisfaction.

• Operate effectively within an agile development environment, nurturing strong, collaborative relationships with all stakeholders and consistently embracing agile principles and methodologies.

• Actively participate in Lean Thinking projects and continuous improvement activities (EMS/C2W) to streamline processes and enhance operational efficiency across service delivery.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on both strategic thinking and tactical execution. The role requires an individual who can not only conceptualize services but also drive their implementation and measure their success. The inclusion of "Lean Thinking projects and activities (EMS/C2W)" suggests a need for familiarity with process improvement methodologies common in operations.

🎓 Skills & Qualifications

Education:

• Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, Business, or a closely related field.

Experience:

• A minimum of 5 to 7 years of progressive experience specifically in service design, UX design, product design, or a closely related strategic design role.

• Demonstrated success in leading and delivering complex service design projects from concept through to launch and iteration.

• Proven experience in partnering effectively with highly technical, cross-functional teams, including engineers, product managers, and developers, in a fast-paced environment.

Required Skills:

• Service Design Expertise: Deep understanding and practical application of service design principles, methodologies, and tools.

• Design Thinking Facilitation: Proven ability to lead and facilitate Design Thinking workshops, ideation sessions, and co-creation activities.

• Qualitative Research Skills: Proficiency in conducting user research, including user interviews, usability testing, ethnographic studies, data analysis, and synthesis.

• Service Design Artifacts: Mastery in creating service blueprints, customer journey maps, user personas, empathy maps, and business model canvases.

• Prototyping: Experience with rapid prototyping tools and techniques for testing service concepts and user flows.

• UI/UX Software Proficiency: Basic to intermediate skills in industry-standard UI/UX software such as Figma, Adobe Creative Suite (XD, Illustrator, Photoshop), Sketch, or similar.

• Agile & Lean Methodologies: Familiarity and practical experience with Agile development processes and Lean Thinking principles for process optimization.

• Stakeholder Management: Excellent ability to engage, influence, and collaborate with diverse stakeholders across various departments and levels of the organization.

• Analytical and Problem-Solving Skills: Strong capacity for analyzing complex problems, identifying root causes, and developing effective, user-centered solutions.

• Advanced English Proficiency: Fluency in written and spoken English, essential for global collaboration and documentation.

Preferred Skills:

• Spanish Language Proficiency: A plus, given the company's global presence and potential for collaboration with Spanish-speaking teams.

• Business Acumen: Understanding of business strategy, market dynamics, and how service design contributes to overall business success and revenue generation.

• Data Analysis for Services: Experience in defining and interpreting service-related KPIs and metrics to measure performance and drive improvements.

• Experience in Consumer Goods/Appliance Industry: Familiarity with the product development lifecycle and consumer needs within the home appliance or durable goods sector.

📝 Enhancement Note: The experience requirement of "5-7 years" suggests a mid-to-senior level individual capable of independent project leadership and strategic input. The "Basic skills in UI/UX software" indicates that while core design tools are necessary, deep expertise might be less critical than the strategic application of service design principles. The emphasis on "Customer-focused" and "Collaborative" aligns with GTM operations' need to understand customer journeys and work effectively across departments.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: Showcase 2-3 comprehensive case studies demonstrating your end-to-end service design process for distinct projects. Each case study should clearly articulate the problem, your role, the methodologies used (e.g., Design Thinking, user research), key artifacts created (e.g., journey maps, service blueprints), solutions developed, and the measurable impact or outcomes achieved.

• Process Optimization Examples: Include examples of how you have identified inefficiencies in existing service processes and implemented improvements, ideally with quantifiable results (e.g., reduced customer wait times, increased satisfaction scores, streamlined operational workflows).

• System Interaction Visualization: If applicable, include examples or descriptions of how you have mapped out or designed interactions between users, service providers, and underlying systems (e.g., CRM, support platforms), highlighting a systems-thinking approach.

• Cross-Functional Collaboration Evidence: Demonstrate instances where your service design work facilitated collaboration and alignment across different departments (e.g., marketing, sales, support, product development).

Process Documentation:

• Workflow Design: Present examples of detailed workflow designs or service blueprints that clearly illustrate the steps, touchpoints, back-end processes, and stakeholder responsibilities within a service.

• Implementation Strategy: Provide evidence of how you have contributed to the implementation phase of services, ensuring that designs are translated effectively into operational reality. This could include pilot programs, training materials, or operational guidelines.

• Performance Measurement Frameworks: Showcase your ability to define, implement, and report on metrics and KPIs for service performance, demonstrating how data was used to drive iterative improvements and assess the success of implemented services.

📝 Enhancement Note: For a Senior Service Designer role, the portfolio is critical. It needs to go beyond visual design and demonstrate strategic thinking, research capabilities, and the ability to drive measurable outcomes through service improvements. The emphasis on "process" and "systems" is key for aligning this design role with operational excellence.

💵 Compensation & Benefits

Salary Range:

Based on industry benchmarks for a Senior Service Designer role in Curitiba, Brazil, with 5-7 years of experience, the estimated annual salary range is likely between BRL 120,000 to BRL 200,000. This estimation considers the cost of living in Curitiba, the seniority of the role, and the typical compensation for similar positions within multinational corporations in Brazil.

Benefits:

• Flexible Work Hours/Hybrid Work Environment: Offers adaptability to balance professional responsibilities with personal life, promoting work-life integration.

• Discounts on Electrolux Products: Significant employee discounts on the company's range of award-winning appliances, a tangible perk for employees.

• Family-Friendly Benefits: Includes extended paternity leave (4 weeks), supporting new fathers and fostering a family-supportive workplace culture.

• Insurance Policy Plan: Comprehensive health and/or life insurance coverage, providing financial security and peace of mind.

• Extensive Learning Opportunities: Access to ongoing training, workshops, online courses, and development programs to enhance skills and knowledge.

• Flexible Career Path: Opportunities for internal mobility, cross-functional projects, and advancement within Electrolux Group globally.

Working Hours:

The role is based on a standard full-time employment (approximately 40 hours per week), with the benefit of flexible work hours and a hybrid work environment. This allows for a degree of autonomy in structuring the workday, accommodating personal needs while ensuring all project deadlines and collaborative sessions are met.

📝 Enhancement Note: Salary estimates for Brazil can vary significantly. This range is a guideline based on general market data for senior design roles in major Brazilian cities. Employers often provide additional benefits beyond statutory requirements, and Electrolux's listed benefits are competitive. The hybrid model and flexible hours are key attractors for talent seeking work-life balance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Home Appliances Manufacturing and Consumer Goods. Electrolux Group operates in a highly competitive global market, focusing on innovation, sustainability, and superior consumer experiences. This context means the Service Designer must understand consumer behavior, product lifecycles, and the importance of brand reputation and customer loyalty.

Company Size: Electrolux Group is a large, global corporation with tens of thousands of employees worldwide. This scale implies structured processes, opportunities for significant impact, and the potential for diverse career paths, but also requires navigating a larger organizational framework.

Founded: Electrolux was founded in 1919, bringing a long history of innovation and product development. This heritage suggests a company that values quality, reliability, and continuous improvement, aspects that a Service Designer can leverage in enhancing customer experiences.

Team Structure:

• Operations & Design Integration: The Service Designer will likely be part of a broader Design or Product Development function, working closely with UX/UI designers, product managers, engineers, and potentially marketing and customer support teams. The structure emphasizes cross-functional collaboration.

• Reporting: The Senior Service Designer will likely report to a Design Lead, Head of Experience, or a Manager overseeing Customer Experience initiatives.

• Collaboration: Expect a highly collaborative environment where input from various departments is valued. The role requires strong partnership with teams responsible for product development, digital platforms, and customer service.

Methodology:

• Human-Centered Design: Electrolux emphasizes designing for consumers, making user research and empathy central to the design process.

• Agile & Lean Principles: The company embraces agile methodologies for iterative development and Lean Thinking for process efficiency, encouraging continuous improvement and adaptability.

• Data-Driven Decisions: While design-led, decisions are increasingly informed by data, including user feedback, market research, and performance metrics.

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

📝 Enhancement Note: Understanding Electrolux's position as a global leader in home appliances, with a focus on sustainability and innovation, is crucial. The scale of the company means the Service Designer can influence large-scale initiatives but must also be adept at navigating complex organizational structures. The "EMS/C2W" mention points to internal continuous improvement programs.

📈 Career & Growth Analysis

Operations Career Level: This role is classified as "Senior," indicating a level of expertise and leadership beyond entry-level or mid-level positions. A Senior Service Designer is expected to independently manage complex projects, mentor junior team members, and contribute significantly to strategic service design initiatives. The scope includes influencing product and service roadmaps, and potentially shaping the overall customer experience strategy.

Reporting Structure: The Senior Service Designer will likely report into a management role within the Design, Product, or Customer Experience department. This structure provides mentorship and strategic guidance while allowing for significant autonomy in day-to-day project execution. Collaboration will extend across various business units, including Marketing, Sales, Engineering, and Customer Support, requiring effective communication and influence across different functional areas.

Operations Impact: The impact of this role is directly tied to enhancing customer satisfaction, driving brand loyalty, and ultimately contributing to revenue growth and market competitiveness. By optimizing service touchpoints and ensuring seamless customer journeys, the Service Designer helps to reduce customer churn, increase lifetime value, and improve the overall perception of Electrolux products and services. This role plays a key part in translating brand promises into tangible customer experiences.

Growth Opportunities:

• Leadership Development: Potential to move into a Lead Service Designer role, managing a team of designers, or transition into broader Product Management or Customer Experience Strategy roles.

• Specialization: Deepen expertise in specific areas of service design, such as digital service innovation, sustainability-focused design, or customer support optimization.

• Cross-Functional Mobility: Opportunities to work on projects with global teams, gain exposure to different markets, or move into related fields like UX Strategy or Product Management within Electrolux Group.

• Continuous Learning: Access to internal and external training, workshops, and conferences to stay abreast of the latest trends in design, technology, and consumer behavior.

📝 Enhancement Note: The "Senior" designation implies a need for strategic thinking and the ability to mentor. For operations professionals looking to transition or leverage their skills, this role offers a path to influence customer-facing processes and business outcomes directly, moving beyond purely internal operational metrics.

🌐 Work Environment

Office Type: The role is based at the Curitiba Factory Plant, which suggests a hybrid work environment. This likely means a combination of working from a dedicated office space within the plant and remote work. The factory setting may offer insights into product manufacturing processes, which can inform service design, but also implies a potentially more traditional industrial environment blended with modern office collaboration spaces.

Office Location(s): The primary location is the Curitiba Factory Plant in Guabirotuba, Paraná, Brazil. Travel is expected to be minimal, occurring two to four times a year for national and international trips, suggesting a primary focus on local or remote collaboration with occasional in-person meetings or project site visits.

Workspace Context:

• Collaborative Spaces: The office environment is expected to include collaborative areas designed for workshops, team meetings, and brainstorming sessions, facilitating interaction among cross-functional teams.

• Technology & Tools: Access to standard office technology, high-speed internet, and design software (Figma, Adobe Suite) will be provided. The environment supports agile workflows and digital collaboration.

• Team Interaction: Opportunities for regular interaction with fellow designers, product managers, engineers, and other stakeholders, fostering a dynamic and communicative work culture. The hybrid model requires proactive communication and engagement to maintain team cohesion.

Work Schedule: A standard full-time schedule (approx. 40 hours/week) is expected, with the benefit of flexible work hours. This allows employees to adjust their start and end times within certain parameters, promoting better work-life balance while ensuring availability for team meetings and critical project phases.

📝 Enhancement Note: The hybrid nature of the role is a key aspect, requiring self-discipline and strong communication skills. The factory location might offer unique insights into the product lifecycle that can benefit service design.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess qualifications, experience, and alignment with the role's requirements.

• Hiring Manager Interview: A conversation with the hiring manager to discuss your background, experience with service design methodologies, leadership capabilities, and understanding of the Electrolux Group context. Expect behavioral questions related to collaboration, problem-solving, and project management.

• Design/Team Interview: An interview with members of the design or product team. This may involve a deeper dive into your portfolio, presenting a specific case study, or discussing your approach to design challenges. This stage assesses your technical skills and cultural fit.

• Cross-Functional Stakeholder Interview: You may meet with key stakeholders from product management, engineering, or marketing to evaluate your ability to collaborate and influence across different departments.

• Final Interview/Offer: A concluding discussion, potentially with a senior leader, to finalize the decision and extend an offer.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio logically, highlighting 2-3 of your strongest, most relevant service design projects. For each project, clearly define the problem, your specific role and contributions, the methodologies and tools used, key deliverables (e.g., service blueprints, journey maps), the solution, and most importantly, the measurable outcomes or impact.

• Showcase the Process: Emphasize your design thinking process and how you moved from understanding user needs and business goals to ideation, testing, and implementation. Demonstrate your ability to synthesize research into actionable insights.

• Quantify Results: Wherever possible, use data and metrics to demonstrate the success of your projects. This could include improvements in customer satisfaction scores, reduction in service costs, increased adoption rates, or enhanced operational efficiency.

• Tailor to Electrolux: Research Electrolux Group's brand, products, and stated values (e.g., sustainability, innovation). Frame your case studies to show how your skills and approach align with their business objectives and customer focus.

• Presentation Readiness: Be prepared to walk through your portfolio visually, explaining your thought process and decision-making at each stage. Practice your presentation to ensure clarity, conciseness, and impact.

Challenge Preparation:

• Service Design Challenge: You might be given a hypothetical service design problem related to the home appliance industry or a specific Electrolux product/service. Be prepared to outline your approach, key research questions, potential methodologies, and how you would measure success.

• Process Improvement Scenario: Expect questions or a small exercise related to identifying bottlenecks in a service process and proposing solutions, demonstrating your Lean Thinking or agile problem-solving skills.

• Stakeholder Management: Prepare examples of how you have managed conflicting priorities or gained buy-in from stakeholders with different perspectives.

📝 Enhancement Note: The portfolio is paramount for this role. Candidates should focus on demonstrating a strategic, research-driven approach to service design and its tangible business impact, rather than just visual aesthetics. Preparing for cross-functional stakeholder interviews is key for this role.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Tools: Expertise in creating Service Blueprints, Customer Journey Maps, User Personas, and Stakeholder Maps.

• Prototyping Tools: Proficiency in tools like Figma, Adobe XD, Sketch, InVision, or similar for creating interactive prototypes of service flows and interfaces.

• Research & Analysis Tools: Experience with qualitative data analysis software (e.g., Dovetail, NVivo) or collaborative whiteboarding tools (e.g., Miro, Mural) for synthesizing research findings.

• Diagramming & Flowcharting Tools: Familiarity with tools like Visio, Lucidchart, or Draw.io for creating detailed process diagrams and workflows.

Analytics & Reporting:

• KPI Definition & Tracking: Ability to define, implement, and monitor Key Performance Indicators (KPIs) related to service quality, customer satisfaction (e.g., NPS, CSAT), and operational efficiency.

• Data Visualization Tools: Basic familiarity with tools like Tableau, Power BI, or even advanced Excel for presenting data and insights, though dedicated analysts may handle deep dives.

CRM & Automation:

• Understanding of CRM Systems: While not necessarily an administrator, understanding how CRM systems (e.g., Salesforce) support customer service and how service design can integrate with them is beneficial.

• Awareness of Automation: Knowledge of how automation can enhance service delivery (e.g., chatbots, automated workflows) and how service design can inform the implementation of such solutions.

📝 Enhancement Note: While this role is design-focused, the mention of "systems" and "KPIs" implies a need for understanding how design integrates with technology and operational metrics. Proficiency in collaborative tools like Miro/Mural is also highly relevant for remote/hybrid work.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep-seated commitment to understanding and prioritizing the needs, desires, and pain points of the customer in all design and strategic decisions.

• Collaboration & Teamwork: A strong belief in the power of collective intelligence, fostering an environment where diverse perspectives are welcomed, and cross-functional teamwork is the norm.

• Innovation & Continuous Improvement: A drive to explore new ideas, challenge the status quo, and consistently seek opportunities to enhance services, processes, and experiences, embracing agile and Lean principles.

• Impact & Measurability: A focus on delivering tangible results and demonstrating the value of service design through data, metrics, and measurable improvements to user experience and business outcomes.

• Sustainability: A commitment to designing services and experiences that are environmentally responsible and contribute to a more sustainable future, aligning with Electrolux Group's broader mission.

Collaboration Style:

• Cross-Functional Integration: Emphasizes working closely with product managers, engineers, marketers, and customer support to ensure a holistic and integrated approach to service delivery. Open communication channels are vital.

• Participatory Design: Encourages involving stakeholders and users throughout the design process to gather feedback, build consensus, and ensure solutions are well-received and practical.

• Knowledge Sharing: Fosters a culture where insights, best practices, and learnings are shared openly among team members and across departments, often through workshops, presentations, and documentation.

📝 Enhancement Note: The values highlight a blend of design thinking principles with a pragmatic, results-oriented approach common in operations. The emphasis on sustainability is a key differentiator for Electrolux.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business Constraints: Navigating the inherent tension between creating ideal user experiences and adhering to business objectives, technical limitations, and budget constraints.

• Driving Adoption of New Service Models: Overcoming organizational inertia and stakeholder resistance to implement innovative service designs that may deviate from established practices.

• Measuring the ROI of Service Design: Quantifying the precise impact of service design interventions on business metrics, which can be complex due to multiple influencing factors.

• Adapting to Evolving Consumer Expectations: Keeping pace with rapidly changing consumer behaviors, technological advancements, and market trends to ensure services remain relevant and competitive.

• Global vs. Local Service Design: Adapting service designs to meet the diverse needs and cultural nuances of different global markets while maintaining brand consistency.

Learning & Development Opportunities:

• Advanced Service Design Specialization: Opportunities to deepen expertise in areas like digital service innovation, IoT-enabled services, AI in customer service, or service design for sustainability.

• Leadership Training: Access to programs focused on project leadership, team management, strategic planning, and stakeholder influence.

• Industry Conferences & Certifications: Support for attending relevant design, UX, and customer experience conferences, and obtaining professional certifications.

• Mentorship Programs: Formal or informal mentorship opportunities with senior leaders within Electrolux Group to guide career development and skill enhancement.

• Exposure to Global Projects: The chance to work on international initiatives, gaining exposure to different business challenges and market dynamics.

📝 Enhancement Note: Identifying potential challenges helps candidates prepare and demonstrate problem-solving capabilities. The growth opportunities highlight Electrolux's commitment to employee development, particularly in specialized design and leadership areas.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to balance competing priorities between user needs and business constraints in a service design project. How did you navigate this, and what was the outcome?" (Focus on your decision-making process, negotiation skills, and ability to find win-win solutions.)

• "How would you approach designing a new service for Electrolux's smart home appliance ecosystem, considering both user desirability and operational feasibility?" (Demonstrate your structured approach, research methods, and understanding of the product context.)

Company & Culture Questions:

• "Based on your understanding of Electrolux Group, how do you see service design contributing to our sustainability goals?" (Research Electrolux's sustainability initiatives and connect them to your design philosophy.)

• "Describe your ideal collaborative environment when working on a complex design project. How do you foster strong relationships with technical and non-technical stakeholders?" (Highlight your teamwork skills, communication style, and ability to bridge gaps between different functions.)

Portfolio Presentation Strategy:

• Tell a Story: Structure your portfolio presentation as a narrative for each case study. Start with the context and problem, walk through your process and key decisions, and conclude with the solution and its impact.

• Focus on "Why" and "How": Don't just show what you did; explain why you made certain choices and how you arrived at your solutions. Highlight your critical thinking and problem-solving skills.

• Be Data-Driven: Integrate metrics and quantitative results wherever possible to demonstrate the tangible value and ROI of your work.

• Showcase Collaboration: Mention how you worked with different teams and stakeholders, and how their input influenced your design.

• Be Prepared for Q&A: Anticipate questions about your process, challenges, and decisions. Be ready to elaborate or defend your choices constructively.

📝 Enhancement Note: Tailor responses to Electrolux's industry (home appliances), focus on sustainability, and their global presence. Emphasize practical application of service design principles and the ability to drive measurable business outcomes.

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📌 Application Steps

To apply for this Service Designer position:

• Submit Your Application: Navigate to the provided career link on the Electrolux Group Workday portal and submit your resume and any requested supporting documents.

• Curate Your Portfolio: Select 2-3 of your most impactful service design projects. Ensure each case study clearly outlines the problem, your role, methodologies, key artifacts, solution, and quantifiable results. Focus on projects demonstrating your ability to drive business objectives and user satisfaction.

• Optimize Your Resume: Tailor your resume to highlight relevant experience in service design, Design Thinking, qualitative research, cross-functional collaboration, and any experience with agile or Lean methodologies. Use keywords from the job description.

• Prepare for Interviews: Research Electrolux Group's products, sustainability initiatives, and recent news. Prepare specific examples to answer behavioral and situational questions, and practice presenting your portfolio case studies concisely and impactfully.

• Understand the Hybrid Context: Be ready to discuss your experience and comfort level working in a hybrid environment, emphasizing your proactive communication and collaboration strategies.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.