Senior CX Design Consultant (fluent ES & EN required)

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Client:

Location:

madrid, Spain

Job Category:

Other

EU work permit required:

Yes

Job Reference:

645255975512152473632460

Job Views:

1

Posted:

31.03.2025

Expiry Date:

15.05.2025

Job Description:

This role is open to both Senior and Lead level candidates.

About us

Atento is one of the top 5 global providers of customer relationship management and business process outsourcing (CRM/BPO) services and the leader in Latin America. We are leading a Business Transformation Outsourcing (BTO) process, combining advanced technology with the human touch to revolutionize the customer experience (CX) between brands and consumers worldwide. We are present in 17 countries and have more than 110,000 employees in over 100 customer relationship centers around the world, serving more than 400 clients.

About the team

We're building a new CX Strategy Consulting team at Atento to help our clients reimagine the User Experience of their customers. This new CX Strategy Consulting team will be responsible for deeply understanding the clients' needs and then crafting a holistic, end to end, tech and AI enabled CX solution to ensure our clients are able to deliver best-in-class customer experiences.

You'll be working in a cross-functional team with CX Business Consultants, CX Design Consultants, and CX Architecture Consultants to build custom CX solutions for our clients, and internally you will be championing Atento’s shift from call center solutions to a tech driven holistic CX solutions provider.

Your role

As a CX Design Consultant, you will contribute to designing seamless customer experiences across multiple touchpoints. You will apply design thinking principles, conduct user research, and support the creation of customer journey maps and service blueprints. Your role focuses on understanding customer needs and translating insights into actionable design solutions that enhance user interactions with products, services, and digital platforms.

Please note: this is not a graphic design or UI/UX design role. You will not be designing screens, interfaces or graphical elements.

Key Responsibilities

• Journey Mapping & Experience Design: Assist in visualizing customer journeys, identifying pain points, and proposing experience improvements.
• Service Blueprinting: Support the development of service blueprints that connect front-office and back-office operations.
• User Research & Testing: Conduct user interviews, usability tests, and data analysis to inform design decisions.
• Design Thinking Workshops: Facilitate ideation sessions and prototyping activities to generate innovative CX solutions.
• Cross-Functional Collaboration: Work closely with strategy, technology, and business teams to ensure the feasibility of design recommendations.

You're likely a good fit if you have

• Proficiency in service design and journey mapping tools
• Experience in user research methodologies (qualitative & quantitative)
• Strong communication and storytelling skills
• Ability to present findings and ideas to internal teams and clients
• Collaborative mindset and ability to work in multidisciplinary teams
• Travel flexibility for client engagements
• Fluent in English and Spanish

What we offer:

• Exciting opportunity to build the latest tech solutions for the biggest companies in the world
• Permanent Contract
• Full time job with hybrid model

If you are motivated by the challenge and want to be part of a team with impact, we are waiting for you!

At Atento you find more than what you are looking for!