Service & AI Process Designer

Applus+; Cerdanyola del Vallés; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Transportation

Childcare

Restaurants

Full-time, permanent position in Bell.

Job summary

Applus+ seeks a Service & AI Process Designer to design, map and improve complex services across the organization, delivering value to employees, teams and customers. You will blend service design, process improvement and artificial intelligence to shape how people, technology and data work together end-to-end.

The role combines UX/UI principles with AI-enabled discovery, collaborating with business, technology and innovation teams, and facilitating stakeholder sessions to drive measurable

Qualifications

• Bachelor's or Master's degree in Industrial Design, Product Design, Engineering or a related field.
• Around 8 years of experience in Service Design, Process Design, Business Process Consulting or Digital Transformation.
• Proven experience applying service design methodologies and tools to design and improve complex services.

Responsibilities

• Design and map end-to-end business processes, services and operational workflows.
• Design end-to-end customer and employee journeys, service blueprints and process maps.
• Design interactions between users, digital systems, AI models and intelligent agents.
• Collaborate with business, technology and innovation teams to translate needs into actionable designs.
• Facilitate interviews, workshops and co-creation sessions with stakeholders.
• Shape AI-enabled services, human-AI interactions and agent-based workflows.
• Define datasets, feedback mechanisms and evaluation criteria for AI-enabled experiences.
• Define priority use cases, data, governance and validation for LoRA adaptations.
• Maintain training data and configurations for LoRA adaptations.
• Apply generative AI to accelerate process discovery and design.
• Establish documentation and knowledge-transfer practices for scalable services.

Skills

UX/UI

Facilitation

Stakeholder management

AI-enabled design

Education

Bachelor's or Master's degree in Industrial Design, Product Design, Engineering

Tools

Figma

Miro

Job description

Applus+ is one of the world's leading companies in testing, inspection, and certification, operating in over 70 countries across five continents with a team of more than 27,000 professionals. You can learn more about our projects on our website: http://www.applus.com/es.

We have experienced significant growth in recent years, thanks to our dedicated team, which we consider a key and strategic part of the company’s success.

Would you like to be part of this project?

As a Service & AI Process Designer within Technology in Applus+ Corporate, your mission will be to design, map, and improve complex services and processes across Applus+, ensuring that they deliver value to employees, business teams, and customers.

You will combine service design, process improvement and artificial intelligence to shape how people, technology and data work together across end-to-end services.

Key Responsibilities

• Design and map end-to-end business processes, services and operational workflows.
• Design end-to-end customer and employee journeys, service blueprints and process maps to identify improvement opportunities and define future-state service models.
• Design interactions between users, digital systems, AI models and intelligent agents.
• Collaborate with business, technology and innovation teams to translate needs into actionable service and process designs.
• Facilitate interviews, workshops and co-creation sessions with stakeholders across different business areas.
• Shape AI-enabled services, human-AI interactions and agent-based workflows.
• Contribute to the definition of datasets, feedback mechanisms and evaluation criteria that help improve AI-enabled experiences.
• Define priority use cases, data, governance and validation requirements for adapting large language models using LoRA (Low-Rank Adaptation), and support their deployment, monitoring, and continuous improvement with business and AI teams.
• Maintain the training data and configuration used for LoRA adaptations to keep model behaviour aligned with divisional priorities, customer needs and established ways of working.
• Apply generative AI to accelerate process discovery and future-state design by analysing stakeholder input, identifying pain points and automation opportunities, generating design alternatives and simulating AI-enabled workflows.
• Establish clear documentation and knowledge-transfer practices so that UX/UI/AI-enabled services, model adaptations and design decisions can be maintained and scaled across the organization.
• Promote service design, process design and user-centred methodologies across the organization.

What We Are Looking For

We are looking for a collaborative and strategic thinker who can bridge business, technology and user needs.

You are passionate about designing services and processes in complex environments and understand how digital technologies and artificial intelligence are transforming the way organizations operate. You are an excellent facilitator, comfortable working with multidisciplinary teams and engaging stakeholders at different levels of the organization.

You are also curious about artificial intelligence and understand its potential role in redesigning services, processes and ways of working. You can act as a bridge between business, users, designers and technical teams.

Requirements

• Bachelor's or Master's degree in Industrial Design, Product Design, Engineering or a related field.
• Around 8 years of experience in Service Design, Process Design, Business Process Consulting or Digital Transformation.
• Proven experience applying service design methodologies and tools to design and improve complex services, business processes, customer journeys, service blueprints and ecosystem maps.
• Strong understanding of UX/UI and digital product design principles, including AI-assisted discovery and prototyping, usability and accessibility testing, and the design of human-AI interactions.
• Excellent communication, facilitation and stakeholder management skills.
• Practical experience using generative AI for process discovery, automation and workflow validation, supported by an understanding of large language models, model adaptation, evaluation and responsible AI.
• Proficiency in Figma and Miro.
• Professional proficiency in English and Spanish.

Nice to Have

• Experience in UX research, usability testing or digital product discovery.
• Experience defining service design standards, methodologies or centres of excellence. Experience designing AI-enabled services, conversational interfaces, copilots or agent-based workflows, with hands-on exposure to prompt design, data preparation or AI experimentation.

What We Offer

• The opportunity to join the Digital Solutions, Processes and Innovation team within Applus+ Technology – Corporate.
• The opportunity to define and promote service design and process design methodologies across the organization.
• The opportunity to shape how artificial intelligence and intelligent agents are incorporated into real business and customer processes.
• Collaboration with multidisciplinary teams across business, technology, innovation and corporate functions.
• Exposure to a wide range of business challenges, users, services and international stakeholders.
• A full-time, permanent position based in Bellaterra / Barcelona.
• Flexible compensation plan (medical insurance, transportation, childcare and restaurants)