Lead Service Designer (Advanced English & Spanish)

Confirmed live in the last 24 hours

Thoughtworks

Brazil, Brazil

Remote

Posted April 3, 2026

Job Description

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

rustaimobileproductdesign