Service Design and Testing Specialist

About the role

The Service Design and Testing Specialist shapes and validates service experiences across the organization. You will design user‑centered services, test them rigorously, and ensure they align with business goals and technical feasibility.

Key responsibilities

• Develop service blueprints, journey maps, personas, and process flows.
• Facilitate workshops and co‑creation sessions with stakeholders and users.
• Translate business requirements into service concepts and prototypes.
• Identify and define service touchpoints across digital and physical channels.
• Design and execute testing strategies, including usability testing, A/B testing, and pilot programs.
• Collect and analyze qualitative and quantitative user feedback.
• Iterate service designs based on testing outcomes.
• Collaborate with product managers, UX designers, developers, and operations teams.
• Provide documentation and support for service implementation.
• Monitor service performance and recommend enhancements.

Required profile

• Bachelor’s or Master’s degree in Service Design, UX Design, Human‑Centered Design, Business Process Management, or related field.
• 3–5 years of experience in service design, UX research, or service testing.
• Strong understanding of service design methodologies and tools.
• Experience with usability testing, A/B testing, and service validation techniques.
• Familiarity with agile and lean development practices.
• Excellent communication, facilitation, and stakeholder‑engagement skills.
• Strong analytical and problem‑solving abilities.
• Ability to manage multiple projects and prioritize tasks effectively.

Required skills

• Journey mapping
• Service blueprinting
• Usability testing
• A/B testing
• Pilot program execution
• Agile methodology
• Lean development practices