Senior Service Designer

Nestlé SA; Barcelona; Híbrido; EUR 60.000 - 80.000; Jornada completa

Descripción de la vacante

A leading food and beverage company in Barcelona seeks a Senior Service Designer to enhance customer experiences through service innovation. The ideal candidate has over 8 years of experience in service design and strong skills in user research and collaboration. This position offers a hybrid work environment and comprehensive benefits, focusing on personal and professional growth.

Servicios

Competitive salary

Comprehensive social benefits

Hybrid working environment

Career development opportunities

Fitness activities

Formación

• Minimum 8 years in service design, UX design or related fields.
• Expert in service blueprinting and journey mapping.
• Proficient in conducting user research and usability testing.

Responsabilidades

• Develop customer journey maps and service blueprints.
• Conduct qualitative and quantitative user research.
• Collaborate with teams to implement service improvements.

Conocimientos

Service blueprinting

User research

Design thinking

Prototyping

Collaboration

Communication

Educación

8+ years of experience in service design or UX

Herramientas

Miro

Figma

Jira

Confluence

Descripción del empleo

Overview

We are looking for a Senior Service Designer to be part of our Nestlé Nespresso Digital and Tech Team, based in Barcelona. The Senior Service Designer will shape and optimize end-to-end service experiences that align user needs with business objectives across B2C and B2B touchpoints, blending digital and physical interactions to deliver human-centered experiences.

Type of Contract: Permanent. Type of work: Hybrid. Work Language: Fluent Business English.

The Role

The Senior Service Designer collaborates with cross-functional teams to refine customer journeys, develop service blueprints, and improve operational efficiencies. The role requires strong problem-solving, leadership and mentoring of other service designers and researchers, stakeholder engagement, and a user-centered approach to drive service innovation within the organization. The goal is to create impactful service experiences that enhance customer satisfaction, engagement, operational efficiency, and business success.

In this role you will:

• Service & Experience Design Execution
  • Develop customer journey maps, service & process blueprints, and experience frameworks to enhance user engagement and satisfaction.
  • Design and refine end-to-end service experiences across digital and physical touchpoints.
  • Collaborate with cross-functional teams to implement human-centered service improvements that drive business impact.
  • Lead and mentor small teams during programs or design challenges.
• User Research & Insights
  • Conduct qualitative and quantitative research to uncover user needs, pain points, and opportunities for service enhancements.
  • Analyze user feedback and behavioral data to inform service improvements and strategic decisions.
  • Identify strategic and business opportunities from research insights.
• Stakeholder Collaboration & Influence
  • Partner with product, technology, marketing, and business teams to align service design with business goals.
  • Advocate for human-centered design principles and ensure service design is integrated into product and business strategies.
• Measurement & Continuous Improvement
  • Define and track key service experience metrics (e.g., NPS, CSAT, usability scores) to assess effectiveness.
  • Continuously iterate and optimize experiences based on insights and performance data.
  • Promote design thinking and inclusive design to enhance service experiences and business outcomes.
  • Mentor junior and mid-level service designers, fostering a culture of continuous learning and improvement.

What we’re looking for:

• Minimum of 8 years of experience in service design, UX design, experience strategy, or related fields.
• Expertise in service blueprinting, journey mapping, and design thinking methodologies.
• Strong experience in user research, prototyping, and usability testing.
• Ability to collaborate effectively in cross-functional teams and influence stakeholders.
• Ability to lead complex programs, projects and teams while maintaining a positive work environment.
• Proficiency in tools such as Miro, Figma, Figjam, and other service design software.
• Experience in Agile environments and collaborating with diverse teams.
• Experience in UX Research best practices and testing methodologies.
• Familiarity with Jira and Confluence.
• Excellent communication and presentation skills with the ability to convey research findings to diverse stakeholders.

Extra Skills That Set You Apart:

• Experience in Food & Beverage and Luxury Brand sectors.
• Experience designing for B2B, B2C, or omnichannel service environments.
• Strong facilitation and storytelling skills.

We Offer You

We offer more than just a job. We put people first and aim to help you become the best version of yourself.

Benefits include competitive salary and a comprehensive social benefits package, including pension plans, health insurance, restaurant card, mobility plan, and tax-advantaged benefits.

Opportunities for personal and professional growth through ongoing training and career development. Hybrid working environment with a flexible scheme; the Barcelona campus is dog-friendly with a medical center, canteen, and collaborative spaces. Activities include yoga, Zumba, and volunteering opportunities.

The Hiring Process

Your Application: Submit your application; CV should be in English as the hiring team is international.

Interviews: Three stages (Talent Acquisition, Hiring Manager, and Stakeholder Interview).

Feedback: Feedback provided to all candidates after interviews.

Job Offer: Successful candidates will receive a formal offer.

Onboarding: Onboarding journey and welcome on your first day at Nespresso.

About Nespresso

The Nespresso story began with the idea of enabling anyone to create the perfect cup of espresso. Since 1986, Nespresso has redefined how millions enjoy coffee. We are committed to climate action and aim to achieve carbon neutrality and net-zero GHG emissions by 2050. In 2019, we created the digital hub in Barcelona to offer the best customer experience and innovation for B2C and B2B channels.

We value diversity and inclusion, and we are committed to equal opportunities for all individuals regardless of age, ethnicity, nationality, sexual orientation, gender identity, religion, disability, or belief. We actively cultivate diversity, inclusion, and belonging in the workplace.