Senior User Experience & Service Design Consultant

Decskill; Lisboa; Híbrido; EUR 45 000 - 65 000; Tempo integral

Resumo da oferta

Decskill is growing and seeking a Senior User Experience & Service Design Consultant for a project with a hybrid model (up to 1 day on-site) in Lisbon.

You will represent the employee perspective, create personas, journeys, blueprints and moments that matter, translating insights into improvements while collaborating with Service Owners and technical teams.

Qualificações

• Bachelor’s degree or equivalent professional experience in UX/SD related field.
• Strong experience with human-centred design methodologies.
• Experience crafting personas, user journeys, service blueprints and experience maps.
• Ability to translate insights into actionable improvements.
• Excellent written and spoken English.
• Experience communicating with stakeholders and leading adoption initiatives.

Responsabilidades

• Represent the employee perspective throughout IT services lifecycle.
• Research employee needs, feedback, pain points and experience gaps.
• Create personas, user journeys, service blueprints and experience maps.
• Translate insights into usability, adoption and productivity improvements.
• Plan and execute communication and adoption activities for launches.
• Develop employee-facing content and knowledge materials.
• Collaborate with service owners and technical teams to embed user-centred principles.
• Define and analyse experience, adoption and satisfaction indicators.
• Use AI to analyse feedback and generate insights.
• Prepare presentations and decision-support materials.

Conhecimentos

User Experience

Service Design

Human-Centred Design

Stakeholder management

Storytelling

English proficiency

Formação académica

Bachelor’s degree in User Experience, Service Design, Human-Centred Design, Communications, Psychology, Information Technology

Ferramentas

Persona development tools

Descrição da oferta de emprego

We are growing. And we are looking for talented people.

At Decskill, we believe that technological excellence is driven by human talent.

We are an IT consulting company with more than 10 years of consolidated experience in the market, focused on building long-term relationships with both our clients and our people. Today, we are a community of over 800 professionals, working from Lisbon, Porto, and Madrid, contributing to impactful technology initiatives.

As part of the Astek Group, we combine a strong local culture with a global presence, being active in around 23 countries across 4 continents. This allows us to offer an international context, diverse challenges, and long-term career opportunities, while staying close to our teams.

We would like to meet a Senior User Experience & Service Design Consultantfor a project with a Hybrid (up to 1 day per week onsite)working model in Lisbon.

What will you do?

• Represent the employee perspective throughout the lifecycle of Office IT Services;
• Research and analyse employee needs, feedback, pain points and experience gaps;
• Create personas, user journeys, service blueprints, experience maps and “Moments that Matter”;
• Translate employee insights into prioritised improvements to usability, satisfaction, adoption and productivity;
• Plan and execute communication and adoption activities for service launches, changes and transformation initiatives;
• Create and review clear, engaging and audience-appropriate employee-facing content;
• Develop knowledge articles, self-help materials, portal content, notifications and content for AI-assisted interfaces;
• Collaborate with Service Owners, technical teams and stakeholders to embed user-centred principles into service design and improvement;
• Define and analyse experience, adoption, engagement and satisfaction indicators;
• Use AI capabilities to analyse feedback, generate insights, develop content and optimise communications;
• Identify opportunities for continuous service improvement and increased operational efficiency;
• Prepare presentations, visualisations, reports and decision-support materials.

What are we looking for?

• Bachelor’s degree in User Experience, Service Design, Human-Centred Design, Communications, Psychology, Information Technology or a related field, or equivalent professional experience;
• Practical experience applying user-centred / human-centred design methodologies;
• Experience with personas, user journeys, service blueprints and experience maps;
• Experience conducting user research and analysing qualitative and quantitative feedback;
• Ability to translate insights into actionable improvements;
• Experience planning and executing communication and adoption initiatives;
• Strong ability to translate complex technology and processes into simple and intuitive experiences and content;
• Experience with stakeholder management, storytelling and presentations;
• Strong analytical, organisational and problem-solving skills;
• Ability to work independently and take ownership of assigned activities and deliverables;
• Excellent written and spoken English.

Nice to have

• Familiarity with Digital Workplace / Office IT services;
• Experience with Employee Experience Analytics or similar measurement practices;
• Experience creating or reviewing content for AI assistants or conversational interfaces;
• Knowledge or practical experience using AI for feedback analysis, content creation, insight generation or service improvement;
• Experience working in large or global organisations.

Are you looking for an environment that values curiosity and commitment? Here, your contribution has real impact and individual growth is taken seriously.

Find with us the right opportunity to grow!

What you can expect from us

• Long-term projects with national and international context.
• Opportunities to grow technically and professionally
• A people-first culture, focused on transparency and trust.
• Teams that value ownership, collaboration and stability.