Service Designer at Multiplica Talent

📍 Job Overview

Job Title: Service Designer

Company: Multiplica Talent

Location: Lima, Peru

Job Type: Full-time

Category: Service Design / UX/UI Design

Date Posted: 2025-06-11

Experience Level: Mid-Senior Level (3+ years)

Remote Status: Hybrid

🎨 Role Summary

Drive holistic service design initiatives for a top client, focusing on end-to-end user journeys and service delivery experiences.
Lead strategic and tactical user research efforts to uncover deep customer insights and inform service design decisions.
Translate research findings into tangible service blueprints, process maps, and journey maps to visualize and optimize service touchpoints.
Collaborate closely with digital product teams to design and implement seamless digital and analog service components.

📝 Enhancement Note: The original description emphasizes a holistic approach and strong research background, suggesting this role is critical in shaping the overall service experience, not just digital interfaces. The focus on both strategic and tactical research implies ownership across the entire design process, from initial discovery to implementation details.

🖼️ Primary Responsibilities

Conduct comprehensive strategic user research to understand complex service ecosystems and identify key user needs and pain points.
Develop detailed service blueprints, journey maps, and process maps to visualize current and future state service experiences for digital and analog touchpoints.
Perform tactical UX research, including usability testing and user interviews, to validate design concepts and gather feedback on service interactions.
Design intuitive UI and interaction patterns for web and mobile applications as integral parts of the overall service experience.
Collaborate effectively with digital product teams, developers, and stakeholders to ensure successful implementation of designed services.
Utilize quantitative research methods to analyze service performance data and identify areas for optimization and improvement.
Drive design initiatives for both B2C and B2B contexts, understanding the unique challenges and opportunities in each space.

📝 Enhancement Note: Based on the listed requirements, the responsibilities were expanded to detail the specific types of design activities expected, such as creating service blueprints and conducting various forms of user research, highlighting the end-to-end nature of the service design role. The inclusion of B2C/B2B and quantitative research broadens the scope beyond typical UI/UX roles.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's degree in Design, Human-Computer Interaction, Anthropology, Psychology, or a related field is typically preferred for a role of this level in the design industry. Equivalent practical experience demonstrating a strong command of service design principles and methodologies will also be highly valued.

Experience: A minimum of 3 years of dedicated experience in a Service Designer role is required. Candidates should demonstrate a proven track record through their portfolio showcasing successful service design projects, including documented processes from research through implementation. Experience working within digital product teams is essential.

Required Skills:

Extensive experience in strategic user research (Design Research), including qualitative and quantitative methods.
Proficiency in creating service blueprints, customer journey maps, and process maps.
Strong knowledge and practical experience in tactical UX research (UX Research), including usability testing and interviews.
Solid understanding of UI design and interaction design principles for web and mobile platforms.
Experience in designing and implementing both digital and analog services.
Proven ability to conduct quantitative research and analyze data to inform design decisions.
Experience working on digital initiatives within B2C and B2B environments.
Familiarity with CX (Customer Experience) principles and their application in service design.
Excellent communication, argumentation, and stakeholder management skills.
Demonstrated autonomy and ability to manage design processes effectively.

Preferred Skills:

Experience with service design projects in specific industries relevant to Multiplica Talent's top clients (e.g., finance, telecommunications, e-commerce).
Familiarity with agile development methodologies and working within cross-functional product teams.
Experience mentoring junior designers or contributing to the growth of a design team.

📝 Enhancement Note: Educational preferences were added based on common industry standards for a Service Designer role with 3+ years of experience. Preferred skills were inferred based on the nature of working within digital product teams and for a talent consultancy, suggesting potential client contexts and team dynamics.

🎨 Portfolio & Creative Requirements

Portfolio Essentials:

Showcase 2-3 detailed case studies of end-to-end service design projects.
Clearly articulate your role and contributions within each project, emphasizing your involvement in research, mapping, and implementation.
Include examples of artifacts created, such as service blueprints, journey maps, process flows, and research synthesis.
Demonstrate your ability to translate complex research findings into actionable design solutions.

Process Documentation:

Document your research methodologies, including participant recruitment, data collection techniques (interviews, observations, surveys), and analysis methods.
Illustrate your ideation and iteration process, showing how you explored different service concepts and refined them based on feedback.
Explain your validation and testing approaches, detailing how you tested service prototypes or components with users and stakeholders.

📝 Enhancement Note: Specific portfolio requirements were detailed to align with the Service Designer role's emphasis on research, mapping, and end-to-end process. Highlighting the need for case studies showcasing the full design journey is crucial for candidates applying to this type of position.

💵 Compensation & Benefits

Salary Range: Based on industry standards for a Mid-Senior Service Designer in Lima, Peru, and considering the cost of living, a competitive annual salary range is estimated to be between S/. 60,000 and S/. 90,000 (Peruvian Sol), which is approximately USD $16,000 - $24,000 (as of mid-2024 exchange rates). This range is an estimate and may vary based on experience, specific skills, and negotiation. Research sources include local salary reports and design industry compensation benchmarks in Latin America, adjusted for the Lima market.

Benefits:

100% Full Payroll Coverage (Planilla Completa): Ensures full legal benefits and contributions.
100% Covered EPS Plan (Health Insurance): Comprehensive health coverage for the employee.
Career Opportunities: Potential for growth and advancement within Multiplica Talent or through client engagements.
Continuous Training: Access to ongoing learning and development resources to enhance skills.
Excellent Work Environment: A positive and collaborative team culture.
Participation in Challenging Projects: Opportunity to work on impactful service design initiatives for top clients.

Working Hours: Monday to Friday, 9:00 AM to 6:00 PM. The hybrid model requires physical presence 3 times per week (office and potentially field visits), offering some flexibility while ensuring face-to-face collaboration and on-site research opportunities.

📝 Enhancement Note: A salary range was estimated based on the specified location (Lima, Peru), experience level (3+ years), and the Service Designer role, using publicly available salary data for design roles in Peru and accounting for the local cost of living. The explanation clarifies the basis for the estimate. Benefits were translated and detailed to provide a clearer understanding of the offering.

🎯Team & Company Context

🏢 Company & Design Culture

Industry: Staffing and Recruiting, specializing in Digital Talent. Multiplica Talent acts as a consultant, connecting digital professionals with various clients across industries, including potentially finance, telecommunications, and e-commerce based on typical client profiles for digital talent agencies.

Company Size: 201-500 employees globally. This size suggests a well-established company with structured teams and processes, yet potentially still agile enough to adapt to market needs and client demands.

Founded: 2017. Founded relatively recently, indicating a focus on modern digital talent needs and potentially a dynamic, growth-oriented culture.

Team Structure:

As a talent consultancy, the Service Designer will likely be placed with a client, working within their digital product or design teams.
Reporting structure will depend on the client's organization, but typically, a Service Designer reports to a Design Lead, Head of Design, or Product Manager.
Strong cross-functional collaboration will be essential, working closely with researchers, UX/UI designers, product managers, engineers, and business stakeholders at the client site.

Methodology:

Emphasis on Design Research (strategic) and UX Research (tactical) suggests a strong foundational approach to understanding user needs and behaviors.
The use of service blueprints and journey maps indicates a structured approach to visualizing and designing end-to-end service experiences.
Working within digital product teams often implies agile or lean methodologies, with iterative design and development cycles.

Company Website: https://multiplica.com/

📝 Enhancement Note: Information about Multiplica Talent's industry, size, and founding date provides context. Assumptions about the team structure and methodology are based on the company's business model as a digital talent consultancy and the requirements of the Service Designer role, which necessitates working within client teams and utilizing specific design methodologies.

📈 Career & Growth Analysis

Design Career Level: This role is positioned at a Mid-Senior level, requiring a solid foundation of 3+ years of dedicated service design experience. The scope of responsibility involves leading research, mapping complex services, and collaborating with product teams, indicating a level of autonomy and influence.

Reporting Structure: While the exact reporting line will be determined by the client organization, Mid-Senior Service Designers typically report to a Design Lead, Manager, or Head of Design who oversees the design function within the product or service area.

Design Impact: The Service Designer will have a significant impact on shaping the end-to-end customer and user experience across various touchpoints. Their work will directly influence how users interact with services, both digital and analog, contributing to customer satisfaction and business outcomes.

Growth Opportunities:

Advance to a Senior Service Designer role, taking on more complex projects, mentoring junior designers, and leading strategic service initiatives.
Specialize in specific areas of service design, such as organizational design, service innovation, or design operations.
Transition into a Design Lead or Management role, overseeing a team of service designers.
Leverage experience across different client industries to build a diverse portfolio and expertise.

📝 Enhancement Note: The career level, reporting structure, and design impact are analyzed based on the required experience and responsibilities listed for a Mid-Senior Service Designer role. Growth opportunities are outlined based on typical career trajectories within the service design discipline and the context of working through a talent consultancy.

🌐 Work Environment

Studio Type: Hybrid model requiring 3 days per week in the office or in the field for research. This suggests a blend of collaborative office work and potentially on-site research activities to understand service contexts. The remaining days are remote.

Office Location(s): Lima, Peru. Multiplica Talent has an office in Lima, which will serve as the primary office location for the required in-office days. Field visits will depend on client and project needs.

Design Workspace Context:

The office environment likely provides dedicated workspace for design activities, including potentially collaboration areas for workshops and whiteboarding sessions.
Being in the office 3 days a week facilitates face-to-face interaction with client teams and stakeholders, fostering stronger collaboration and communication.
Field visits allow for direct observation and research within the actual service environment, providing richer insights for design.

Work Schedule: Standard full-time hours (9:00 AM - 6:00 PM, Monday to Friday). The hybrid nature offers flexibility on remote days while maintaining structure for in-office and field work.

📝 Enhancement Note: The work environment details are based on the specified hybrid model and location. Assumptions about the workspace context are made based on the nature of design work and the benefits of in-person collaboration and field research for a Service Designer role.

📄 Application & Portfolio Review Process

Design Interview Process:

Initial screening call with a Multiplica Talent recruiter to discuss experience and fit for the role and client.
Portfolio review and discussion with a design lead or hiring manager, focusing on your service design process, methodology, and impact. Be prepared to walk through 2-3 key case studies.
Potential design challenge or take-home exercise related to service design, requiring you to apply your skills to a given problem.
Interviews with key stakeholders at the client organization, including product managers, engineers, and potentially business leads, to assess collaboration skills and cultural fit.
Final interview with a senior leader at Multiplica Talent or the client organization.

Portfolio Review Tips:

Structure your case studies to clearly articulate the problem, your role, the research conducted, the service blueprints/maps created, the design solutions, and the impact of your work.
Emphasize your service design process, showcasing how you moved from understanding the ecosystem to designing tangible touchpoints.
Include artifacts that demonstrate your proficiency in service design tools and methodologies (e.g., photos of workshops, digital blueprints).
Be ready to discuss the challenges you faced and how you overcame them, highlighting your problem-solving skills.

Challenge Preparation:

If given a take-home challenge, allocate sufficient time to understand the problem, conduct necessary (even limited) research, and develop a well-articulated solution.
Structure your presentation of the challenge solution logically, explaining your process and design decisions.
Be prepared to discuss your rationale and defend your design choices based on user needs and service design principles.

ATS Keywords: Service Design, User Research, Design Research, UX Research, Service Blueprint, Journey Map, Process Mapping, UI Design, Interaction Design, Digital Services, Analog Services, Quantitative Research, CX, Design Methodologies, Stakeholder Management, Collaboration, Jira, Miro, Mural, Notion, Figma, Video-ask, B2C, B2B, Digital Product Teams, Design Thinking, User-Centered Design, Qualitative Research, Service Innovation, Design Strategy, Peru, Lima.

📝 Enhancement Note: The application process was outlined based on typical hiring practices for design roles, especially when working through a talent agency placing candidates with clients. Specific advice for portfolio review and design challenge preparation is tailored to the Service Designer role's requirements. ATS keywords are compiled from the job description's requirements to assist candidates with resume optimization.

🛠 Tools & Technology Stack

Primary Design Tools:

Miro or Mural: Essential for collaborative mapping, brainstorming, and creating service blueprints and journey maps.
Figma: Required for UI design and interaction design of digital touchpoints within the service ecosystem. Proficiency includes creating prototypes and working with design systems.
Jira or similar project management tools: Used for tracking tasks, managing workflows, and collaborating with product and engineering teams.
Notion or similar documentation tools: Likely used for organizing research findings, project documentation, and knowledge sharing within the team.

Collaboration & Handoff:

Miro/Mural: Facilitates real-time collaboration during workshops and mapping sessions with cross-functional teams.
Figma: Enables seamless handoff of UI designs and specifications to developers.
Jira: Supports communication and task management between design, product, and engineering.

Research & Testing:

Video-ask or similar tools: Potentially used for asynchronous user interviews or collecting video feedback.
Various qualitative research tools: Depending on the project, tools for interviews, observations, and qualitative data analysis may be utilized.
Quantitative research tools: Experience with survey platforms (e.g., SurveyMonkey, Qualtrics) or analytics tools (e.g., Google Analytics) for collecting and analyzing quantitative data related to service performance.

📝 Enhancement Note: The tools and technology stack were detailed based on the specific tools mentioned in the requirements (Jira, Miro, Mural, Notion, Figma, Video-ask) and the typical tools used for service design, collaboration, and research. The description explains the context and purpose of using each tool in a Service Designer role.

👥 Team Culture & Values

Design Values:

User-Centered Approach: Deep commitment to understanding and advocating for the needs of service users and customers.
Collaboration: Strong emphasis on working effectively with diverse teams and stakeholders across different disciplines.
Holistic Thinking: Valuing the ability to see the "big picture" of the service ecosystem and design for end-to-end experiences.
Data-Driven Decisions: Utilizing both qualitative and quantitative data to inform design choices and measure impact.

Collaboration Style:

Cross-functional collaboration is key, working closely with product, engineering, and business teams at the client site.
Participation in design critiques and feedback sessions to refine service concepts and designs.
Knowledge sharing and documentation of research findings, design processes, and service blueprints.

📝 Enhancement Note: Design values and collaboration style are inferred from the requirements of a Service Designer role, which inherently requires a user-centered, collaborative, and holistic approach. The context of working within client product teams also shapes the collaborative expectations.

⚡ Challenges & Growth Opportunities

Design Challenges:

Navigating complex organizational structures and gaining buy-in from various stakeholders across different departments within client organizations.
Integrating digital and analog service touchpoints to create a seamless and consistent end-to-end experience.
Measuring the impact of service design interventions and demonstrating ROI, especially for intangible aspects of service.
Adapting service design methodologies to the specific needs and constraints of different client industries and business models.

Learning & Development Opportunities:

Opportunity to work on diverse service design projects across various industries through Multiplica Talent's client base.
Enhance skills in specific service design methodologies, research techniques, and mapping tools.
Develop stronger stakeholder management and communication skills by working with different client teams.

📝 Enhancement Note: Potential challenges are identified based on the nature of service design, particularly when working as a consultant placed within client organizations. Growth opportunities are highlighted, focusing on the exposure to diverse projects and skill development inherent in the role.

💡 Interview Preparation

Design Process Questions:

Describe your end-to-end service design process for a project you're proud of. Walk through each stage, from initial research to implementation and evaluation.
How do you approach strategic user research? What methodologies do you prefer, and how do you synthesize findings to inform design?
Explain how you use service blueprints and journey maps to communicate service concepts and identify pain points. Provide specific examples from your portfolio.

Company Culture Questions:

How do you collaborate with cross-functional teams (e.g., product managers, engineers) during the service design process?
Describe a time you had to manage conflicting stakeholder needs or priorities on a project. How did you navigate the situation?
How do you measure the success and impact of your service design work? What metrics do you track?

Portfolio Presentation Strategy:

Prepare a concise and engaging presentation of 2-3 key service design case studies. Focus on telling the story of the service, the user, your process, and the outcome.
Use visuals effectively, including photos of workshops, excerpts from service blueprints, and representations of key touchpoints.
Practice explaining your design decisions and rationale clearly and confidently. Be ready to answer questions about your methodology and challenges encountered.

📝 Enhancement Note: Interview questions are suggested based on the core requirements and responsibilities of a Service Designer role, covering process, research, collaboration, and impact. Specific advice for portfolio presentation is provided to help candidates effectively showcase their service design skills and experience.

📌 Application Steps

To apply for this design position:

Submit your application through this link.
Tailor your resume to highlight your relevant service design experience, research skills (both qualitative and quantitative), and proficiency with the tools mentioned (Miro, Mural, Figma, Jira, Notion, etc.).
Prepare a compelling online portfolio showcasing 2-3 detailed service design case studies that illustrate your end-to-end process, artifacts (service blueprints, journey maps), and impact.
Review the job description and Multiplica Talent's website to understand their focus on digital talent and consulting, and be prepared to discuss how your skills align with their client needs.
Practice walking through your portfolio case studies, focusing on articulating your research methods, design decisions, and collaborative approach.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and design industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Service Designer