Un Service Design and Testing Specialist

Afrik Intérim HR services est un fournisseur de solutions de ressources humaines de premier ordre.

S’inscrivant dans une logique partenariale, d’amélioration continue et orienté vers la performance, Afrik Intérim HR Services vous accompagne dans la gestion de votre Capitale Humain de manière efficace et efficiente afin de garantir l’atteinte de vos objectifs de manière durable.

Fort d’une expérience de plus de 20 ans, nous travaillons au rapprochement des Hommes et des Entreprises, en RDC.

Nous recrutons Un Service Design and Testing Specialist, pour le compte d'un de nos clients qui évolue dans le secteur de la Télécommunication.

The Service Design & Testing Specialist plays a critical role in shaping and validating service experiences across the organization. This role focuses on designing user-centered services and rigorously testing them to ensure they are intuitive, efficient, and aligned with business goals. The specialist works across departments to bridge the gap between user needs, business requirements, and technical feasibility.

Responsibilities:

1. Service Design

· 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.

· Ensure consistency and alignment between front-stage and back-stage operations.

2. Testing

· Design and execute testing strategies for service prototypes and live services.

· Conduct usability testing, A/B testing, and pilot programs.

· Collect and analyze qualitative and quantitative feedback from users.

· Identify pain points, usability issues, and improvement opportunities.

· Iterate service designs based on testing outcomes.

3. Collaboration & Implementation

· Work closely with product managers, UX designers, developers, and operations teams.

· Provide documentation and support for service implementation.

· Monitor service performance and recommend enhancements.

· Advocate for user-centered design principles across teams.

· Bachelor’s or Master’s degree in Service Design, UX Design, Human-Centered Design, Business Process Management, or a related field.

· 3–5 years of experience in service design, UX research, or service testing.

· Strong understanding of service design methodologies and tools (e.g., journey mapping, service blueprinting).

· 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.

Qualifications & Education

· Bachelor’s degree in Service Design, UX, Human-Centered Design, or a related field.

· Master’s degree or professional training in design thinking, systems design, or innovation is a plus.

· Experience in sectors such as telecom is desirable.

Competency

· Deep empathy for users and ability to translate insights into actionable service improvements.

· Ability to understand and design within complex service ecosystems.

· Strong written and verbal communication skills to convey ideas clearly and influence stakeholders.

· Ability to generate innovative service concepts and iterate based on feedback.

· Skilled in interpreting data and user feedback to inform design decisions.

· Proven ability to work effectively in cross-functional teams and facilitate co-creation.

· Comfortable working in fast-paced, evolving environments with shifting priorities.

· Precision in documenting service flows, test plans, and user feedback.