At CI&T, we help large enterprises transform the potential of AI into real business impact with AI Deployment, AI-native execution, and tech-integrated business solutions.
With 30 years of experience in technological transformation, we accelerate innovation with expertise in Agentic SDLC, Application modernization, Data & AI, Martech and Business strategy.
We are 8,000 CI&Ters across more than 25 countries, collaborating to build solutions with real impact. AI is already part of how we work, evolve, and innovate every day.
The Role
We are seeking an experienced Service Designer to join our Strategy & Foundations team for a 6-month fixed-term contract. You will be embedded in a product program for one of the world's leading dealership management software providers, collaborating closely with a talented team including a Digital Strategist, User Researcher, UX Designer, and Technical Architect.
As a Service Designer, you will map end-to-end service experiences across a complex multi-product ecosystem. Your focus will be on creating service blueprints that encompass customer-facing touchpoints and back-stage operational workflows. You will identify systemic pain points, root causes, and opportunities that will inform product prioritization directly.
Key Responsibilities
- Design Service Blueprints: Develop and maintain comprehensive service blueprints that outline user touchpoints, internal processes, and back-stage dealership systems.
- Identify Inefficiencies: Analyze operational gaps and inefficiencies between customer interactions and internal workflows.
- Synthesize Insights: Combine research findings, stakeholder input, and operational data into clear service models and prioritization recommendations.
- Facilitate Workshops: Lead cross-functional workshops with operational teams and senior leadership to foster collaboration and innovation.
- Actionable Recommendations: Translate blueprint findings into practical recommendations for product and strategy leads.
- Collaborative Approach: Work closely with UX Designers and Technical Architects to ensure that your findings are grounded in user realities and implementation constraints.
Required Skills & Experience
- Proven Expertise: Demonstrated experience as a Service Designer, showcasing a portfolio that highlights service blueprinting and systems thinking in complex environments.
- Strong Facilitation Skills: Experience in conducting workshops with operational and executive stakeholders.
- Analytical Synthesis: Ability to distill ambiguous, multi-source information into actionable service maps.
- Team Collaboration: Comfortable working within cross-functional teams alongside researchers, designers, and technologists.
- User Engagement: Confident in engaging directly with end users and business stakeholders to uncover latent needs and pain points.
- Communication Skills: Exceptional written and visual communication skills, capable of presenting strategic recommendations to senior audiences.
- Outcomes-Focused: Ability to differentiate between documentation that drives decisions and that which serves no purpose.
Nice to Have
- Experience in B2B SaaS, enterprise software, or complex back-office product environments.
- Familiarity with automotive retail, dealership operations, or fleet management.
- Proficiency in tools such as Miro, Figma, Confluence, or Lucidchart.
- Experience working in agile delivery environments alongside product managers and engineers.
Location
This position is based in the UK, with regular trips to CI&T's UK office in London and also to client site.