Lead Service Designer (Advanced English)

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.

Job responsibilities

• Play an active role in the delivery and design of technology projects spanning discovery and delivery phases, with a strong focus on service design and process transformation

• Collaborate with cross-functional teams to create experience design deliverables including complex journey maps, service blueprints, roadmaps, prototypes and design systems

• Conduct deep observational research in real work environments to uncover friction points, inefficiencies and opportunities for process improvement

• Map complex end-to-end processes and service journeys, identifying waste and systemic gaps that impact users and the business

• Apply efficiency-oriented thinking to translate research findings into actionable design direction, addressing operational and organizational challenges beyond surface-level UX

• Facilitate workshops and co-design sessions that inform strategic decisions at the portfolio level

• Set up inspiring design hypotheses for delivery teams consisting of both Thoughtworkers and clients

• Ensure that project scope, risks and updates are regularly assessed and communicated

• Balance client and Thoughtworker expectations by clearly communicating experience design deliverables

• Extend your expertise to teammates by supporting less-experienced designers, and advocate for experience design through conferences, webinars and meetups. Travel to client sites required.

Job qualifications

Technical Skills

• Deep specialization in service design including complex process and journey mapping across organizational and operational contexts

• Strong ability to conduct observational research in real work settings, identifying friction, waste and inefficiency beyond UX

• Experienced in applying research methods such as contextual inquiry, moderated interviews, experiments and user testing

• Efficiency-oriented design thinking that connects service improvements to measurable business and operational outcomes

• Well versed in experience design with strengths across at least three disciplines such as user research, digital product design, interface or visual design

• Confident storyteller able to present research methods and findings clearly to stakeholders at all levels

Professional Skills

• Inspiring approach to service and product design with a passion for facilitating client and team sessions

• Strong stakeholder management skills, able to liaise between clients and key stakeholders to build trust and ensure buy-in

• Comfortable leading design work solo or collaborating with designers and developers across a wide range of deliverables

• Ability to communicate project roles clearly and build confidence in less-experienced design teammates

• Passion for contributing to the experience design community at Thoughtworks through peer reviews and knowledge sharing

• Fluent in Spanish (mandatory) and English; open and available to travel to client locations as required

Please share a portfolio link that showcases your expertise in digital products – web and mobile. Enterprise / SaaS experience in your field is preferred.

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.

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.

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