Service Designer - Experienced Consultant

Job description

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. The Opportunity As part of EY Studio+, EY’s team focused on design, customer experience and marketing, our Service Design and UX/UI professionals work every day to create and improve meaningful service and digital product experiences. We support organizations across different sectors in designing relevant, human-centered and impactful solutions, combining research, strategy, creativity and technology. As a Service Designer – Consultant, you will contribute to the design and improvement of customer and employee experiences, helping organizations better understand user needs and transform insights into innovative and sustainable services. If you are passionate about human-centered design, enjoy uncovering user needs and are motivated to work on challenging projects within multidisciplinary teams, this opportunity is for you. Your Key Responsibilities • Apply Service Design and Design Thinking methodologies across multidisciplinary consulting projects. • Conduct qualitative and quantitative research activities, including user interviews, focus groups, surveys, workshops, ethnographic research and market analysis. • Analyze customer, user and business insights to identify opportunities for service innovation and improvement. • Create and develop key Service Design deliverables, including personas, customer journeys, service blueprints, ecosystem maps, research reports, prototypes and presentations. • Support the design and validation of service concepts through collaborative and iterative design processes. • Facilitate workshops, co-creation sessions and stakeholder engagement activities with clients, users and project teams. • Collaborate closely with multidisciplinary teams, including UX/UI Designers, Consultants, Strategists, Developers and Client Stakeholders. • Monitor emerging trends, methodologies and best practices related to customer experience, service innovation and design. • Contribute to the delivery of high-quality project outcomes while maintaining EY and EY Studio+ standards and methodologies. • Actively contribute to fostering a culture of innovation, collaboration and continuous improvement. Skills and Attributes for Success • Strong passion for human-centered design and creating meaningful experiences. • Empathetic mindset and ability to understand user and customer needs from multiple perspectives. • Strong analytical and problem-solving capabilities. • Ability to synthesize qualitative and quantitative data into actionable insights. • Excellent communication and storytelling skills. • Strong visual thinking and ability to create engaging and impactful deliverables. • Collaborative mindset and ability to work effectively in multidisciplinary environments. • Curiosity, adaptability and eagerness to learn new methodologies and approaches. • Strong organizational skills and attention to detail. • Ability to manage multiple priorities in a dynamic consulting environment. To Qualify for the Role, You Must Have • Bachelor’s or Master’s degree in Design, Communication or a related field. • 1 to 3 years of professional experience in Service Design, Customer Experience, User Research or a related discipline. • Solid understanding of Service Design and Design Thinking principles and methodologies. • Experience conducting qualitative research activities, including interviews, workshops, focus groups and ethnographic research. • Experience conducting quantitative research activities, including survey design, NPS, VOC and data analysis. • Ability to create Service Design deliverables such as personas, customer journeys, service blueprints and prototypes. • Portfolio demonstrating relevant project work and design thinking deliverables. • Fluency in Portuguese and English, both written and spoken. • Strong presentation and facilitation skills, with confidence interacting with clients and stakeholders. • Availability to work in a hybrid model in Lisbon or Porto. Ideally, You’ll Also Have • Experience working in consulting environments. • Familiarity with customer experience (CX) methodologies and frameworks. • Knowledge of UX Design and digital product development processes. • Experience facilitating co-creation sessions and stakeholder workshops. • Knowledge of innovation frameworks and service innovation methodologies. • Experience using tools such as Miro, Figma, FigJam or similar collaboration platforms. • Exposure to projects across different industries and sectors. What We Look For We are looking for a proactive, curious and collaborative Service Designer who is passionate about creating services that deliver real value to people and organizations. You are comfortable engaging with users and stakeholders, facilitating discussions, uncovering insights and translating complex challenges into clear opportunities and innovative solutions. You combine empathy with analytical thinking, enjoy working in multidisciplinary teams and are motivated by solving meaningful challenges through design. If you are eager to grow your career in a fast-paced and impactful consulting environment, this role is for you. What We Offer We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Plus, we offer support and coaching, opportunities to develop new skills and progress your career, and the freedom and flexibility to handle your role in a way that’s right for you. • Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next. • Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way. • Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs. • Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs. • Opportunity to work on diverse projects across multiple industries, both nationally and internationally. • Integration into a dynamic, multidisciplinary and collaborative team environment. • Continuous training, coaching and development opportunities to strengthen your consulting and design capabilities. If you can demonstrate that you meet the criteria above, please contact us as soon as possible. The exceptional EY experience. It’s yours to build. EY | Shape the future with confidence EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today. At EY, we're committed to providing recruitment and career opportunities to all, regardless of gender, sexual orientation, social background or disability. We believe that equality and diversity are central to our recruitment process, as they enhance creativity and efficiency, leading to improved performance and productivity. In line with this commitment, EY Portugal recently became a member of the Inclusive Community Forum. This initiative, led by Nova SBE, focuses on the recruitment of individuals with disabilities, advocating for a more inclusive community. Moreover, EY Portugal has also endorsed the Diversity Charter of APPDI (the Portuguese Association for Diversity and Inclusion), pledging to establish and develop internal policies and practices which support diversity. Through these initiatives, EY seeks to actively contribute to the inclusion process, and promote a more inclusive community for people with disabilities, by actively participating in creating solutions. #LI-HYBRID