Thoughtworks is a pioneer in integrating experience design with agile software delivery. Our designers work as part of multi-disciplinary teams that balance the thinking required to understand complex problems with the discipline needed to get high-quality working software into the hands of our clients and customers. Designers at Thoughtworks creatively solve the right problems. We work collaboratively to deliver bespoke software and take on the most challenging problems our clients have.
Thoughtworks has just unlocked the future: meet AI/works™, our exclusive approach to amplifying human potential through Generative AI. Join us to discover how we are redefining the tech landscape.
We are looking for a strategic, hands-on Lead Service Designer with C-Level experience, focused on transforming complex processes into business efficiency through advanced research and Lean Service Design. You must master ecosystem mapping and Service Blueprints, possessing advanced Spanish and English to lead in global environments.
Job responsibilities
- You will play an active, strategic role in the delivery and design of complex technology projects, using advanced research to translate operational realities into clear opportunities for efficiency.
- Lead strategic research initiatives to map intricate processes and journeys, identifying friction points, technical debt, and waste to drive C-Level decision-making.
- You will facilitate high-stakes workshops and lead the creation of master Service Blueprints grounded in deep contextual analysis and stakeholder evidence.
- Behind the scenes, you will apply rigorous research methods—from contextual inquiry to moderated interviews—to translate business metrics into tangible design improvements.
- Design and implement unique strategies for products and services, balancing user experience (UX) with a strong focus on business efficiency and Lean Service Design.
- Set up inspiring design hypotheses and low-fidelity prototypes—ranging from storyboards to role-playing—to test and validate service ecosystems through user testing.
- Ensure that project scope, strategic risks, and efficiency gains are regularly assessed and communicated to all actors in the stakeholder ecosystem based on research findings.
- Balance client expectations and project feasibility by clearly communicating the value of experience design deliverables and evidence-based insights.
- Extend your expertise to teammates by providing on-the-job training in advanced research methods, Lean Service Design, and Design Thinking.
- Advocate service design expertise to the broader community, demonstrating how research-driven insights bridge the gap between user needs and organizational performance.
Job qualifications
Technical Skills
- Expertise in Strategic Research, with a hands-on profile for leading contextual inquiries, moderated interviews, and user testing to diagnose complex organizational challenges.
- You’re an expert in Service Design, specializing in bridging the gap between complex processes and seamless experiences through Service Blueprints and Master Journey Maps.
- Data-driven diagnostic skills, with the ability to employ different research methods to identify operational friction and translate findings into strategic roadmaps.
- Proven ability to translate business metrics and C-Level objectives into design requirements, ensuring that every service intervention delivers measurable ROI.
- Advanced mastery of Lean Service Design and Design Thinking, with the capability to validate service ecosystems through rapid prototyping and experimentation.
- Expertise in Stakeholder Mapping and Ecosystem Analysis, allowing you to navigate and influence the intricate web of actors and systems that define service delivery.
Professional Skills
- You are proficient in Spanish and English (Advanced Spanish and Upper Intermediate English).
- You bring a highly strategic and unique approach to product and service design, with proven experience in influencing C-Level stakeholders through evidence.
- A natural knack for articulation and facilitation, capable of gaining trust and ensuring buy-in by presenting clear, research-backed insights.
- A passion for research-driven problem solving, always looking for ways to reduce waste and improve service delivery through continuous discovery.
- You’re happy to lead complex projects solo or collaborate with multidisciplinary teams to deliver high-impact strategic roadmaps based on user and business needs.
- A keen interest in mentoring others, helping the design team grow their capabilities in research, strategic thinking, and business alignment.
- You can easily liaise between business goals and design execution, ensuring consistency in quality and the achievement of measurable, data-backed results.
- A passion for contributing to the experience design community through peer reviews, expanding the team’s understanding of research-led service excellence.
Additional information:
When submitting your application, it is important to attach your resume and portfolio separately in the indicated fields, preferably in English.
This project requires occasional international travel.
Remote work for this position is permissible, provided the employee is located within Brazil.
Other things to know
Learning & Development
There is no one-size-fits-all career path at Thoughtworks: however you want to develop your career is entirely up to you. But we also balance autonomy with the strength of our cultivation culture. This means your career is supported by interactive tools, numerous development programs and teammates who want to help you grow. We see value in helping each other be our best and that extends to empowering our employees in their career journeys.
Responsible Use of AI in Recruitment
At Thoughtworks, we use AI tools to support our recruitment team with administrative tasks such as drafting communications, scheduling interviews and writing job descriptions.
Crucially, our AI tools do not screen, assess, rank or make hiring decisions. Every application is reviewed by our team and all selection decisions are made exclusively by our interviewers and hiring managers.
We are committed to fairness and responsible AI. We actively manage our AI systems by testing, monitoring for biased outcomes and implementing mitigation measures. We hold our third-party vendors to these same high standards through a rigorous governance process. For additional information, please see our full Thoughtworks AI Policy for Recruitment.
About Thoughtworks
Thoughtworks is a dynamic and inclusive community of bright and supportive colleagues who are revolutionizing tech. As a leading technology consultancy, we’re pushing boundaries through our purposeful and impactful work. For 30+ years, we’ve delivered extraordinary impact together with our clients by helping them solve complex business problems with technology as the differentiator. Bring your brilliant expertise and commitment for continuous learning to Thoughtworks. Together, let’s be extraordinary.
#LI-Remote