Senior Product Designer (Service Design Experience)

📍 Job Overview

Job Title: Senior Product Designer (Service Design Experience)
Company: Thoughtworks
Location: Santiago, Santiago Metropolitan Region, Chile
Job Type: Full-Time
Category: Experience Design / Service Design
Date Posted: 2025-10-27
Experience Level: 5-10 years
Remote Status: Remote OK

🚀 Role Summary

• This role focuses on end-to-end service design, encompassing the entire process of creating and integrating products and services to deliver meaningful user experiences.
• You will be an integral part of multi-disciplinary teams, contributing to the delivery of technology projects that transform client operations through innovative digital products and services.
• Key responsibilities include the creation of diverse experience design deliverables such as journey maps, service blueprints, roadmaps, prototypes, and design systems.
• The position involves facilitating workshops, developing unique design strategies, and actively participating in strategic decisions at the portfolio level, leveraging various research methods to inform design hypotheses.

📝 Enhancement Note: While the job title is "Senior Product Designer," the emphasis on "Service Design Experience" and the detailed responsibilities clearly position this role within the broader scope of Experience Design, with a strong specialization in service design principles and methodologies. The "5-10 years" experience level aligns with a senior individual contributor or lead role within an operations or design capacity.

📈 Primary Responsibilities

• Design and oversee the entire lifecycle of creating and integrating products and services, ensuring a holistic user experience.
• Actively participate in the delivery and design of technology projects, transforming client operations through the development of new digital products and services.
• Collaborate within small, cross-functional teams to produce a comprehensive suite of experience design deliverables, including detailed journey maps, service blueprints, strategic roadmaps, interactive prototypes, and robust design systems.
• Lead and facilitate workshops with clients and internal teams to co-create solutions and define future states.
• Develop unique design strategies for digital products and services, contributing to strategic decision-making at the portfolio level.
• Apply a range of research methods, such as context analysis, moderated interviews, experiments, and user testing, to gather insights and validate design hypotheses.
• Formulate and present inspiring design hypotheses to delivery teams, which typically consist of Thoughtworks consultants and client personnel.
• Proactively assess and communicate project scope, risks, and progress updates to ensure successful project execution and client satisfaction.
• Clearly articulate and present experience design deliverables to both clients and internal Thoughtworkers, managing expectations and fostering buy-in.
• Mentor and support less-experienced designers, sharing expertise and contributing to the growth of the design community within Thoughtworks.
• Advocate for experience design expertise within the broader professional community through speaking engagements at conferences, webinars, and meetups.

📝 Enhancement Note: The responsibilities highlight a blend of strategic thinking, hands-on design work, and community engagement, typical of a senior role in a consulting environment. Emphasis on "transforming client operations" and "digital products and services" suggests a strong focus on business impact and digital transformation, aligning with GTM (Go-To-Market) and operational efficiency through design.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a background in Design, Human-Computer Interaction, Psychology, or a related field is implied. A strong portfolio demonstrating practical application of design principles will be paramount.
Experience: 5-10 years of professional experience in experience design, with a significant portion dedicated to service design and digital product development for enterprise or SaaS environments.

Required Skills:

• Demonstrated expertise in leading the comprehensive process of designing and integrating products and services.
• Proficiency in at least three core experience design specializations, such as user research, service design, digital product design, interface design, or visual design.
• Experience in leading and advising on research activities, utilizing methodologies like contextual inquiry, moderated interviews, experiments, and user testing.
• Exceptional storytelling and presentation skills, with the ability to clearly articulate research methods and findings to diverse stakeholders.
• Upper Intermediate (B2) level of English proficiency, enabling fluent communication and comprehension.
• Proven ability to design solutions that provide meaningful and relevant experiences to users.
• Experience in collaborating effectively with designers and developers to create a wide range of experience design deliverables.
• Strong stakeholder management skills, with the ability to liaise effectively between clients and key stakeholders to build trust and secure buy-in.
• Aptitude for defining project roles and communicating effectively within design teams, fostering confidence in colleagues.

Preferred Skills:

• Expertise in digital product design for both web and mobile platforms.
• Proven experience in Enterprise/SaaS environments.
• Familiarity with agile software delivery methodologies.
• Experience in workshop facilitation and co-creation activities.
• Knowledge of design systems and their implementation.

📝 Enhancement Note: The emphasis on "Enterprise / SaaS Experience" is a critical differentiator for this role, suggesting a need for experience in complex B2B environments rather than solely consumer-facing products. The B2B context is highly relevant for operations roles, as it often involves designing solutions that impact internal workflows, sales processes, and customer support operations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a comprehensive range of experience design deliverables, including journey maps, service blueprints, and wireframes.
• Present case studies demonstrating end-to-end product and service design processes, highlighting problem identification, research, ideation, prototyping, and implementation.
• Include examples of interactive prototypes and detailed explanations of their purpose and user flow.
• Demonstrate experience with design systems, including their creation, utilization, and impact on consistency and efficiency.
• Highlight projects involving the integration of digital products and services, emphasizing how design addressed complex business needs.

Process Documentation:

• Evidence of designing and optimizing complex workflows and service blueprints.
• Documentation of user research methodologies applied and key insights derived.
• Examples of how design hypotheses were formulated and tested through experiments or user testing.
• Examples of how project scope, risks, and updates were managed and communicated effectively.

📝 Enhancement Note: For a role emphasizing "Service Design Experience" and "Enterprise/SaaS," a portfolio should strongly feature case studies that illustrate the impact of design on business operations, customer journeys in B2B contexts, and the integration of various service touchpoints. Demonstrating the ability to influence strategic decisions at a portfolio level through design is also key.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior Product Designers with specialized Service Design experience in Santiago, Chile, and considering Thoughtworks' global consulting presence, an estimated annual salary range would be CLP 30,000,000 - CLP 55,000,000. This estimate accounts for the 5-10 years of experience, the specialized skillset, and the consulting industry standards in a major metropolitan area.
(CLP 30,000,000 is approximately USD 32,000; CLP 55,000,000 is approximately USD 59,000 as of late 2023/early 2024 exchange rates. This range is highly dependent on specific experience and negotiation.)

Benefits:

• Comprehensive health insurance and wellness programs.
• Opportunities for professional development, including access to training, certifications, and conferences.
• Support for continuous learning and career growth within a global organization.
• Collaborative work environment with a strong emphasis on innovation and knowledge sharing.
• Potential for involvement in impactful projects with leading clients.
• Flexible working arrangements, including remote work options.
• Contribution to a vibrant and inclusive community of design and technology professionals.

Working Hours: Full-time (approximately 40 hours per week), with flexibility often afforded by the remote work arrangement, allowing for effective management of work-life balance and project demands.

📝 Enhancement Note: The salary range is an estimation based on general market data for senior design roles in Chile and the nature of a global technology consultancy. Actual compensation will depend on the candidate's specific experience, skills, and negotiation, as well as Thoughtworks' internal compensation bands. The benefits listed are typical for a company of Thoughtworks' caliber and focus on professional growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consulting, Software Development, and Experience Design. Thoughtworks operates at the intersection of these fields, helping clients navigate digital transformation.
Company Size: Thoughtworks is a large global organization, employing thousands of professionals worldwide. This scale offers extensive opportunities for networking, learning, and career advancement.
Founded: Thoughtworks was founded in 1993, bringing over 30 years of experience in technology consulting and agile software delivery, establishing a strong reputation for innovation and client impact.

Team Structure:

• Designers at Thoughtworks are integrated into multi-disciplinary, cross-functional teams that include developers, testers, business analysts, and project managers.
• These teams often work directly with clients, fostering a collaborative environment where design expertise is applied directly to business challenges.
• The design practice itself is a global community within Thoughtworks, providing opportunities for mentorship, knowledge sharing, and peer support across different projects and locations.

Methodology:

• Data-Driven Design: Emphasizes the use of user research, analytics, and client data to inform design decisions and validate hypotheses.
• Agile & Lean Principles: Design processes are integrated into agile software delivery cycles, allowing for iterative development, rapid feedback, and continuous improvement.
• Holistic Service Design: Focuses on mapping and improving the entire customer journey across all touchpoints, not just digital interfaces, but also human interactions and operational processes.
• Collaborative Problem-Solving: Encourages co-creation with clients and within teams to tackle complex challenges and build shared understanding.

Company Website: https://www.thoughtworks.com/

📝 Enhancement Note: Thoughtworks' culture is known for its strong emphasis on technology excellence, agile methodologies, and a commitment to social impact and diversity. For designers, this means being part of a highly skilled, intellectually curious group focused on solving complex problems through innovative technology and design. The consulting nature implies client-facing work and a dynamic project environment.

📈 Career & Growth Analysis

Operations Career Level: This role is designated as "Senior," indicating a level of expertise and autonomy beyond mid-level positions. A Senior Product Designer with Service Design experience is expected to lead design initiatives, mentor junior team members, and influence project strategy. In a consulting context, this level often involves client-facing leadership and the ability to guide design direction for significant projects.
Reporting Structure: Typically, a Senior Product Designer would report to a Design Lead, Experience Design Manager, or a Project Lead within a client engagement. Within the broader Thoughtworks structure, they are part of the global Design community, which fosters peer learning and knowledge exchange.
Operations Impact: The impact of this role is significant, as it directly influences how clients interact with products and services. By designing better user experiences and optimizing service delivery, this role contributes to increased customer satisfaction, operational efficiency, digital transformation, and ultimately, business growth for Thoughtworks' clients. The focus on "transforming how our clients work" underscores a deep operational impact.

Growth Opportunities:

• Leadership Development: Opportunities to lead design streams on client projects, mentor junior designers, and potentially move into Design Lead or Managerial roles.
• Skill Specialization: Deepen expertise in service design, user research, or specific industry domains through project work and internal training programs.
• Thought Leadership: Contribute to the design community through speaking engagements, writing articles, and participating in industry events, building a personal brand.
• Cross-Disciplinary Learning: Gain exposure to various technologies, business challenges, and agile development practices through diverse client engagements.
• Strategic Influence: Grow to influence design strategy at a portfolio or even organizational level for clients.

📝 Enhancement Note: The "Senior" title in a consulting firm like Thoughtworks implies a capacity to not only execute but also to strategize, lead, and contribute to the firm's intellectual capital. The emphasis on service design and digital product integration means this role is pivotal in driving operational improvements and digital transformation for clients.

🌐 Work Environment

Office Type: Thoughtworks operates with a flexible work model. While they have physical offices, this role is advertised as "Remote OK," and the specific work environment will depend on the project team and client requirements. It could involve remote collaboration, hybrid models, or on-site work with clients.
Office Location(s): While the primary posting is for Santiago, Thoughtworks has a global presence. Remote work means collaboration across different time zones and locations is common. Specific client engagements might dictate proximity requirements, but the "Remote OK" status suggests significant flexibility.

Workspace Context:

• Collaborative & Agile: The work environment is highly collaborative, with teams using agile methodologies to deliver projects. Expect frequent interaction with cross-functional team members.
• Tool-Rich Environment: Access to a variety of design and collaboration tools is standard. The company fosters an environment where designers have the necessary resources to execute their work effectively.
• Client-Centric: A significant portion of the work involves direct client interaction, requiring adaptability and strong communication skills to navigate diverse client cultures and project needs.

Work Schedule: The standard work schedule is full-time (approximately 40 hours per week). However, due to the consulting nature and potential client demands, some flexibility may be required. Remote work can offer greater control over daily scheduling, but effective time management and availability for team and client meetings are crucial.

📝 Enhancement Note: Given the "Remote OK" status, the primary "workspace" will likely be a home office. However, the collaborative spirit of Thoughtworks means that even remotely, designers are expected to be active participants in team discussions, workshops, and client meetings, leveraging digital collaboration tools extensively.

📄 Application & Portfolio Review Process

Interview Process:

• Application Screening: Initial review of CV and portfolio against the required qualifications and experience.
• Initial Interview (Recruiter/HM): A conversation to assess overall fit, experience, and understanding of the role and Thoughtworks. This may involve discussing career aspirations and motivations.
• Design Challenge/Workshop: Candidates may be asked to complete a take-home design challenge or participate in a live workshop simulating a client scenario. This assesses problem-solving skills, design methodology, and ability to articulate design thinking.
• Technical/Team Interviews: Discussions with senior designers or project leads focusing on specific technical skills, service design expertise, and collaboration capabilities. This stage often involves a deeper dive into portfolio case studies.
• Client/Final Interview: A final conversation, potentially with a senior client stakeholder or a senior leader from Thoughtworks, to assess strategic thinking, business acumen, and overall fit within the company culture.

Portfolio Review Tips:

• Focus on Process & Impact: Clearly articulate your design process for each project, detailing the problem, your role, methodologies used, and the measurable impact or outcomes achieved.
• Highlight Service Design: Showcase projects that specifically demonstrate your skills in service blueprinting, journey mapping, and integrating digital and non-digital touchpoints.
• Showcase Enterprise/SaaS: Prioritize case studies from Enterprise or SaaS environments, illustrating your understanding of complex user needs and business objectives in B2B contexts.
• Demonstrate Collaboration: Include examples that show how you worked with cross-functional teams, stakeholders, and clients, highlighting your communication and stakeholder management skills.
• Visual Storytelling: Present your work in a visually engaging manner, using clear layouts, concise descriptions, and compelling imagery or prototypes.
• Quantify Results: Wherever possible, use metrics to demonstrate the success of your designs (e.g., increased user engagement, reduced support tickets, improved conversion rates, operational efficiency gains).

Challenge Preparation:

• Understand the Context: If given a challenge, thoroughly analyze the brief, identify the core problem, and understand the target audience and business goals.
• Articulate Your Approach: Be prepared to explain your design process step-by-step, including how you would conduct research, ideate solutions, and test your designs.
• Focus on Service Design Principles: Apply service design thinking to identify all touchpoints and potential areas for improvement within the service ecosystem.
• Manage Time Effectively: For timed challenges or workshops, prioritize key activities and be mindful of the allocated time.
• Communicate Clearly: Practice explaining your rationale and decisions concisely and persuasively, as if presenting to a client.

📝 Enhancement Note: The interview process at a consulting firm like Thoughtworks is rigorous and designed to assess not only design skills but also consulting aptitude, client management capabilities, and the ability to drive business outcomes through design. A strong portfolio that clearly demonstrates impact in B2B/SaaS environments is crucial.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop, XD), InVision, Axure RP.
• Service Design Tools: Miro, Mural, Lucidchart, Smaply, or similar for journey mapping, service blueprints, and workshop facilitation.
• User Research Tools: UserTesting.com, Lookback, Hotjar, SurveyMonkey, Google Forms, Qualtrics.
• Collaboration Tools: Slack, Microsoft Teams, Jira, Confluence.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics.
• Product Analytics: Mixpanel, Amplitude, Heap.
• Data Visualization: Tableau, Power BI (for understanding data informing design decisions).

CRM & Automation:

• While not a primary design toolset, understanding how CRM (e.g., Salesforce) and marketing automation platforms impact user journeys and service delivery is beneficial. Familiarity with how design outputs integrate with these systems is a plus.

📝 Enhancement Note: Proficiency in collaborative design tools like Figma and digital whiteboarding tools like Miro is essential for remote and agile team environments. Understanding how to leverage analytics to inform design and measure impact is critical for demonstrating value in a data-driven consulting firm.

👥 Team Culture & Values

Operations Values:

• Purposeful Impact: A commitment to creating meaningful and impactful work for clients and the broader community.
• Client Focus: Dedication to understanding and solving client challenges with innovative technology and design solutions.
• Collaboration & Community: Fostering a supportive environment where knowledge is shared, and individuals are empowered to grow.
• Excellence & Quality: Striving for high standards in all aspects of work, from technical delivery to design execution.
• Continuous Learning: An intrinsic motivation to learn, adapt, and stay at the forefront of technological and design advancements.
• Agility & Adaptability: Embracing change and iterating quickly to meet evolving project and client needs.

Collaboration Style:

• Cross-functional Integration: Designers work seamlessly within multi-disciplinary teams, valuing input from developers, product managers, and business stakeholders.
• Open Communication: Encouraging honest feedback, constructive criticism, and transparent dialogue to improve designs and project outcomes.
• Co-creation: Actively involving clients and team members in the design process through workshops and collaborative sessions.
• Knowledge Sharing: A strong culture of sharing best practices, insights, and lessons learned across projects and within the design community.

📝 Enhancement Note: Thoughtworks' values emphasize a blend of client success, technological innovation, and a strong internal community. For a designer, this means being a proactive collaborator, a continuous learner, and someone who can translate complex business needs into effective experiences.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Client Environments: Adapting design strategies to diverse client cultures, existing systems, and stakeholder priorities.
• Balancing Strategic Vision with Tactical Execution: Ensuring that high-level service design strategies are translated into actionable, implementable design solutions within project constraints.
• Measuring Design Impact in B2B/SaaS: Quantifying the value of design initiatives in enterprise contexts, where user adoption and ROI can be complex to track.
• Staying Ahead of Emerging Technologies: Continuously learning and integrating new tools, methodologies, and trends in experience and service design.
• Remote Collaboration Dynamics: Effectively fostering strong team cohesion and design quality in a distributed or hybrid work environment.

Learning & Development Opportunities:

• Access to Thoughtworks' Global Knowledge Base: Extensive resources, internal training programs, and expert communities covering a wide range of design and technology topics.
• Industry Conferences & Events: Opportunities to attend and present at leading design and technology conferences.
• Mentorship Programs: Pairing with experienced designers or leaders for guidance and career development.
• Specialized Training: Focused programs on advanced service design techniques, user research methods, and emerging design disciplines.
• Cross-Project Exposure: Working on diverse projects across different industries and technology stacks to broaden expertise.

📝 Enhancement Note: The challenges highlight the dynamic and evolving nature of consulting, requiring adaptability and a proactive approach to problem-solving. The growth opportunities are extensive, reflecting Thoughtworks' commitment to employee development and fostering a culture of continuous learning and specialization.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex product or service you've designed from concept to launch. What was your process, what challenges did you face, and what was the ultimate impact?" (Focus on your end-to-end design process, particularly service integration and enterprise context).
• "How do you approach defining and measuring the success of a service design initiative? Can you provide an example of how you've used data to inform or validate your design decisions?" (Emphasize metrics, user research, and ROI demonstration).
• "Imagine you're tasked with designing a new digital service for a B2B client. What are the first steps you would take to understand their needs and the existing service ecosystem?" (Demonstrate your strategic thinking, research approach, and ability to map complex systems).

Company & Culture Questions:

• "Why are you interested in Thoughtworks and this specific role? What do you know about our approach to design and consulting?" (Research Thoughtworks' values, client work, and design philosophy).
• "How do you typically collaborate with developers, product managers, and other stakeholders on a project? Describe a time you had to manage conflicting stakeholder expectations." (Highlight your teamwork, communication, and stakeholder management skills).
• "How do you stay current with design trends and new technologies? How do you integrate this learning into your work?" (Show your commitment to continuous learning and professional development).

Portfolio Presentation Strategy:

• Structure for Impact: Organize your portfolio around 2-3 key case studies that best represent your service design, enterprise/SaaS experience, and the end-to-end design process.
• Tell a Story: For each case study, narrate the problem, your specific contributions, the methodologies you employed, the challenges you overcame, and the tangible outcomes or learnings.
• Visualize the Process: Use visual aids such as journey maps, service blueprints, wireframes, prototypes, and user flow diagrams to clearly illustrate your thinking and solutions.
• Quantify Achievements: Whenever possible, present data, metrics, or specific results that demonstrate the business value or user impact of your design work.
• Tailor to the Role: Emphasize projects that align with the job description's focus on service design, digital products, and enterprise/SaaS environments.

📝 Enhancement Note: Prepare to discuss your experience in a consulting or client-facing capacity, highlighting your ability to adapt to different project needs and client environments. Be ready to articulate how your design thinking contributes directly to business outcomes and operational improvements.

📌 Application Steps

To apply for this Senior Product Designer position:

• Submit your application through the provided link on the Thoughtworks careers page.
• Tailor Your Resume: Ensure your resume clearly highlights your experience in service design, digital product design, enterprise/SaaS environments, and your years of relevant experience. Use keywords from the job description.
• Curate Your Portfolio: Select your strongest 2-3 case studies that showcase your end-to-end service design process, with a focus on enterprise or B2B/SaaS projects. Ensure clear articulation of problems, solutions, your role, and demonstrable impact. Include visual examples of journey maps, service blueprints, and prototypes.
• Prepare Your Narrative: Be ready to discuss your portfolio projects in detail, focusing on your strategic thinking, collaborative approach, and problem-solving skills during the interview stages.
• Research Thoughtworks: Familiarize yourself with Thoughtworks' values, their approach to design and technology consulting, and recent client work or thought leadership in the experience design space.

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

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