Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer
Company: Encora
Location: Lima, Peru
Job Type: Full-time
Category: Digital Product & Experience Design / Customer Experience Operations
Date Posted: January 30, 2026
Experience Level: Mid-Senior Level (4+ years)
Remote Status: Hybrid

🚀 Role Summary

• Drive the design and evolution of end-to-end, human-centered services, ensuring alignment with overarching business objectives and strategic experience goals.
• Leverage advanced service design methodologies to map, analyze, and reimagine customer journeys, business processes, and key touchpoints for optimized omnichannel experiences.
• Facilitate collaborative co-creation workshops and strategic alignment sessions with diverse teams, including business, technology, and design stakeholders.
• Define, implement, and monitor key experience metrics to identify opportunities for continuous improvement, enhanced customer loyalty, and business growth.

📝 Enhancement Note: This role is positioned as a Senior Service Designer, indicating a need for significant experience and a strategic approach to service design. The focus on "accelerating business results for our clients through innovative digital products" suggests a strong link between service design initiatives and tangible business outcomes, aligning with operations-focused roles that prioritize efficiency and ROI. The hybrid modality and location in Peru are key logistical details.

📈 Primary Responsibilities

• Design and continuously evolve comprehensive, human-centered services that directly support and advance strategic business objectives and the overall customer experience strategy.
• Conduct in-depth analysis of existing customer journeys, business processes, and critical interaction points to identify friction and opportunities for optimization across all channels.
• Facilitate and lead co-creation workshops, design thinking sessions, and strategic alignment meetings with cross-functional teams, including business stakeholders, technology experts, and fellow designers.
• Establish and track key performance indicators (KPIs) related to customer experience, service adoption, and user satisfaction, using data to inform iterative improvements and drive ongoing service enhancement.
• Develop and articulate detailed service blueprints, journey maps, and other design artifacts to clearly communicate service concepts, user flows, and operational requirements to stakeholders.
• Collaborate closely with product management, engineering, and marketing teams to ensure seamless integration of designed services into digital products and overall customer engagement strategies.
• Champion a user-centric design philosophy throughout the organization, advocating for customer needs and ensuring that service designs are both desirable for users and viable for the business.
• Proactively identify emerging trends and best practices in service design and customer experience, integrating them into the company's design methodologies and service offerings.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design, analytical rigor, and cross-functional collaboration, typical of senior operations-focused design roles. The emphasis on "end-to-end services," "omnichannel experiences," and "continuous improvement" aligns with an operations mindset focused on process efficiency and customer lifecycle management.

🎓 Skills & Qualifications

Education:

• University degree in Design (e.g., Graphic Design, Interaction Design, Product Design), Psychology, Anthropology, Business Administration, Industrial Engineering, Communications, or a closely related field.
• Desirable: Complementary training or certifications in Service Design, Customer Experience, or Strategic Design.

Experience:

• Minimum of 4 years of proven experience in Service Design, Customer Experience (CX) Design, Strategic Design, or similar roles.
• Demonstrated experience in designing and delivering end-to-end services within complex, multidisciplinary environments.
• Experience in mapping and redesigning customer journeys and service processes.

Required Skills:

• Service Design Methodologies: Deep understanding and practical application of service design principles, frameworks, and tools.
• Human-Centered Design (HCD): Proficiency in user research, empathy mapping, persona development, and user-centered design approaches.
• Customer Journey Mapping: Expertise in creating detailed customer journey maps to visualize user experiences and identify pain points.
• Service Blueprints: Ability to develop comprehensive service blueprints that illustrate all aspects of a service, including front-stage and back-stage processes.
• Omnichannel Experience Design: Proven ability to design cohesive and consistent experiences across various digital and physical touchpoints.
• Facilitation & Co-Creation: Strong skills in leading workshops, design sprints, and co-creation sessions with diverse stakeholder groups.
• Metrics & Analytics: Familiarity with defining and utilizing experience metrics, KPIs, and user feedback to drive service improvements.
• Collaborative Tools: Proficiency in industry-standard collaborative design and prototyping tools such as Figma and Miro.

Preferred Skills:

• Experience with agile development methodologies and cross-functional team collaboration.
• Knowledge of business process modeling and optimization techniques.
• Familiarity with data analysis and reporting tools for experience measurement.
• Understanding of digital product development lifecycle.

📝 Enhancement Note: The emphasis on specific tools like Figma and Miro, along with methodologies like Human-Centered Design and Service Blueprints, is crucial for operations candidates to highlight. The requirement for 4+ years of experience and a university degree in related fields sets a clear expectation for a mid-to-senior level professional with a strong foundational understanding of design principles and their application to business processes.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• End-to-End Service Designs: Showcase at least 2-3 comprehensive case studies detailing the design of a service from initial concept through to implementation and iteration. This should demonstrate your ability to think holistically about the service ecosystem.
• Journey Mapping & Service Blueprint Examples: Provide clear examples of customer journey maps and service blueprints you have created, illustrating your ability to visualize complex service interactions and operational flows.
• Process Optimization Case Studies: Include examples where your service design work directly led to the optimization of business processes, resulting in measurable improvements in efficiency, customer satisfaction, or cost reduction.
• Co-Creation & Workshop Outputs: Present examples of artifacts or outcomes from co-creation workshops, demonstrating your facilitation skills and ability to synthesize input from diverse teams into actionable design solutions.

Process Documentation:

• Clearly articulate the methodologies and processes you follow for service design, from research and ideation to prototyping and testing.
• Demonstrate your ability to document service design decisions, user flows, and operational requirements in a clear, concise, and actionable manner for development and implementation teams.
• Showcase how you integrate user feedback and performance metrics into an iterative design process for continuous service improvement.

📝 Enhancement Note: For a Senior Service Designer role, a robust portfolio is paramount. It serves as tangible proof of applied skills and impact. The focus here is on demonstrating not just design output, but the process behind it, including collaboration, optimization, and measurable results, which are key indicators for operations-oriented roles.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for Senior Service Designers in Peru with 4+ years of experience, a competitive salary range is estimated to be between PEN 80,000 to PEN 130,000 annually. This range can vary based on specific experience, skills, and negotiation.

Benefits:

• Comprehensive health insurance package.
• Professional development opportunities and continuous learning support.
• Opportunities for career advancement within a global organization.
• Flexible hybrid work model promoting work-life balance.
• Access to cutting-edge technology and collaborative tools.
• Potential for performance-based bonuses or incentives.

Working Hours:

• Standard full-time working hours, approximately 40 hours per week.
• Hybrid work arrangement allowing for a mix of in-office collaboration and remote work.
• Flexibility within the hybrid model to accommodate project needs and team collaboration.

📝 Enhancement Note: Salary ranges for specialized roles in Peru can vary significantly. The provided estimate is based on general market data for similar positions and experience levels. Benefits are typically standard for a company of Encora's size and industry, with an emphasis on professional growth and work-life balance that appeals to operations professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Digital Engineering and Product Modernization. Encora operates as a key partner for global enterprises and digital-native companies, focusing on digital transformation and the development of cutting-edge digital products. Company Size: Over 9,000 employees globally. This large size indicates a structured organization with established processes but also ample opportunity for impact within specialized teams and projects. Founded: The company's founding date is not explicitly provided but its significant employee count suggests it is a well-established entity in the digital engineering space.

Team Structure:

• The Senior Service Designer will be part of a technically adept and agile team focused on developing leading-edge solutions.
• Collaboration is expected with business stakeholders, technology teams (engineering, cloud, data), and other design disciplines.
• The role likely involves working within project-based or product-focused teams, requiring strong cross-functional communication and alignment.

Methodology:

• Encora emphasizes innovation and the development of "state-of-the-art solutions."
• The company operates with an agile mindset, suggesting iterative development and a focus on continuous improvement.
• A strong emphasis is placed on delivering tangible business results for clients through digital product innovation.

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

📝 Enhancement Note: Encora’s focus on digital transformation and client-centric solutions suggests a culture that values innovation, agility, and measurable business impact. For a Senior Service Designer, this means the role will be instrumental in translating client needs into effective, well-designed digital services that drive operational efficiency and customer satisfaction.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Senior level within the Service Design discipline. It requires significant autonomy, strategic thinking, and the ability to mentor or guide less experienced designers. The impact extends beyond individual projects to shaping the overall customer experience strategy.

Reporting Structure:

• The Senior Service Designer will likely report to a Design Lead, Head of CX, or a similar senior management role within the product development or digital transformation division.
• Collaboration will be extensive with project managers, product owners, engineering leads, and business analysts.

Operations Impact:

• The core function of this role is to directly influence and improve the operational efficiency and effectiveness of client services through superior user experience design.
• By optimizing customer journeys and service processes, the Senior Service Designer contributes to increased customer loyalty, reduced operational friction, higher adoption rates of digital products, and ultimately, enhanced business outcomes for Encora's clients.

Growth Opportunities:

• Leadership Path: Potential to move into a Lead Service Designer, UX Manager, or Head of CX role, managing teams and setting strategic direction.
• Specialization: Opportunity to deepen expertise in specific areas such as digital transformation, AI-driven service design, or enterprise-level CX strategy.
• Cross-Functional Development: Gain exposure to various business domains and technologies, broadening understanding of end-to-end business operations.
• Mentorship: Opportunity to mentor junior designers and contribute to the overall design maturity of the organization.

📝 Enhancement Note: The "Senior" title implies a clear career progression path. For operations professionals, understanding how this role contributes to business outcomes and offers growth into leadership or specialized areas is key. The focus on "accelerating business results" and "digital product innovation" is a strong indicator of the role's strategic importance.

🌐 Work Environment

Office Type: Hybrid work environment. This means a combination of in-office collaboration and remote work, offering flexibility while maintaining team cohesion and access to resources. Office Location(s): Lima, Peru. This specific location will be the primary hub for any required in-office presence.

Workspace Context:

• Collaborative Spaces: The office environment likely includes collaborative zones designed for team meetings, workshops, and brainstorming sessions, essential for service design activities.
• Technology & Tools: Access to modern design software (Figma, Miro), collaboration platforms, and potentially prototyping tools will be standard.
• Team Interaction: Opportunities for frequent interaction with design peers, product teams, engineers, and business stakeholders, fostering a dynamic and communicative work culture.

Work Schedule:

• Approximately 40 hours per week, with a hybrid arrangement.
• The schedule is expected to be flexible enough to accommodate project deadlines and collaborative sessions, typical in agile and design-focused environments.

📝 Enhancement Note: The hybrid model and focus on collaborative tools like Figma and Miro are critical for understanding the day-to-day operational workflow of a Service Designer. This environment fosters a blend of independent work and team synergy, crucial for complex design projects.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: A brief call with an HR representative or recruiter to assess basic qualifications, experience, and cultural fit.
2. Hiring Manager Interview: A more in-depth discussion with the hiring manager focusing on your experience, approach to service design, and understanding of the role's responsibilities.
3. Portfolio Review & Case Study Presentation: A dedicated session where you will present a selection of your work, focusing on 1-2 key projects that demonstrate your end-to-end service design capabilities, problem-solving skills, and impact. This is where your process and collaboration skills will be heavily scrutinized.
4. Technical/Team Interview: Potentially a session with other designers, engineers, or business stakeholders to assess technical skills, collaborative approach, and how you handle complex design challenges.
5. Final Interview: A concluding discussion, possibly with a senior leader, to finalize the offer and discuss company vision and long-term fit.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best showcase your end-to-end service design process, from problem definition and research to solution design and measurable outcomes. Prioritize projects that align with Encora's focus on digital products and client business results.
• Tell a Story: For each project, clearly articulate the problem statement, your role, the methodologies used (e.g., HCD, journey mapping, service blueprints), the challenges faced, your design process, the collaborative efforts, and the final impact (quantifiable achievements are a strong plus).
• Highlight Process: Emphasize how you arrived at the solution. Detail your research methods, ideation techniques, stakeholder engagement, and iterative refinement. This demonstrates your operational thinking.
• Showcase Collaboration: Explicitly mention how you worked with business, technology, and other teams. Use examples of facilitation and co-creation.
• Visual Clarity: Ensure your portfolio is visually appealing, well-organized, and easy to navigate. Use clear language and high-quality visuals.

Challenge Preparation:

• Be prepared for potential design challenges or hypothetical scenarios where you'll need to outline your approach to solving a specific service design problem.
• Practice articulating your thought process clearly and concisely, focusing on user needs, business goals, and operational feasibility.
• Think about how you would use tools like Figma and Miro to quickly visualize concepts and gather feedback.

📝 Enhancement Note: The interview process for a Senior role emphasizes portfolio review and case study presentation. Candidates must be ready to articulate not just the final design, but the entire operational process, including collaboration and measurable impact, which is critical for operations-focused roles.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Essential for UI/UX design, prototyping, and collaborative design sessions. Proficiency in creating design systems, interactive prototypes, and sharing design assets is expected.
• Miro: Crucial for virtual whiteboarding, brainstorming, co-creation workshops, journey mapping, and service blueprinting. Ability to structure complex information and facilitate remote collaboration using Miro is key.

Analytics & Reporting:

• Familiarity with tools used for tracking user behavior and experience metrics (e.g., Google Analytics, Amplitude, Hotjar, or similar platforms) is beneficial.
• Ability to interpret data and translate insights into design recommendations.

CRM & Automation:

• While not directly a CRM role, understanding how service designs integrate with CRM systems and customer engagement platforms (e.g., Salesforce, HubSpot) can be advantageous for designing cohesive customer experiences.
• Knowledge of workflow automation concepts can help in designing efficient service processes.

📝 Enhancement Note: The explicit mention of Figma and Miro points to the core operational tools candidates must be proficient in. Understanding how design outputs integrate with business systems (like CRM) and contribute to operational efficiency is a significant plus for operations-minded candidates.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving the needs of the end-user, ensuring that all service designs are empathetic and effective.
• Collaboration: A strong emphasis on working effectively with diverse teams (business, tech, design) to achieve shared goals and drive innovation.
• Data-Driven Improvement: Utilizing metrics and feedback to continuously analyze, refine, and optimize services for better performance and user satisfaction.
• Innovation & Agility: Embracing new ideas, creative problem-solving, and adaptive approaches to design and development in a fast-paced environment.
• Business Impact: Focusing on how design solutions contribute to tangible business outcomes, client success, and company growth.

Collaboration Style:

• Cross-Functional Integration: Actively engaging with product managers, engineers, marketers, and business stakeholders to ensure alignment and seamless execution of service designs.
• Facilitative Leadership: Leading workshops and meetings with a focus on inclusive participation, clear communication, and consensus-building.
• Constructive Feedback: Openness to receiving and providing constructive feedback to foster continuous learning and improvement within the design and development process.

📝 Enhancement Note: Encora's emphasis on "accelerating business results" and "innovative digital products" suggests a culture that values efficiency, impact, and forward-thinking. The Senior Service Designer role is expected to embody these values, driving operational excellence through user-centric design.

⚡ Challenges & Growth Opportunities

Challenges:

• Bridging Business & User Needs: Balancing the often competing demands of client business objectives with the genuine needs and expectations of end-users.
• Complex Stakeholder Management: Navigating diverse perspectives and priorities across multiple business units and client organizations to achieve design alignment.
• Translating Vision to Execution: Ensuring that innovative service designs are practically implementable within existing technological constraints and operational frameworks.
• Measuring Impact: Developing and tracking meaningful metrics that definitively prove the value and ROI of service design initiatives.

Learning & Development Opportunities:

• Advanced Design Certifications: Pursuing specialized certifications in Service Design, CX strategy, or related fields.
• Industry Conferences & Workshops: Attending events to stay abreast of the latest trends in digital transformation, user experience, and service innovation.
• Cross-Disciplinary Exposure: Gaining deeper knowledge of engineering, data analytics, and business strategy through project work and internal training.
• Leadership Training: Opportunities for developing leadership skills to manage projects and teams effectively.

📝 Enhancement Note: Identifying potential challenges and growth opportunities helps candidates assess the role's demands and potential for career development. For operations professionals, understanding how to overcome complexity and measure impact are key aspects of this role.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed an end-to-end service that significantly improved a business process. What was your approach, what challenges did you face, and what were the measurable outcomes?"
• "How do you balance user needs with business objectives when designing a new service? Provide an example."
• "Walk us through your process for creating a service blueprint for a complex digital product or customer journey."
• "How would you facilitate a co-creation workshop with a diverse group of stakeholders, including engineers and business leaders, to define a new service feature?"

Company & Culture Questions:

• "Based on your understanding of Encora, how would you approach designing services that accelerate business results for your clients?"
• "How do you see the role of service design contributing to digital product innovation within a company like Encora?"
• "Describe your experience working in an agile, hybrid environment. How do you ensure effective collaboration and communication?"

Portfolio Presentation Strategy:

• Focus on Process, Not Just Polish: While visuals are important, emphasize your design process, your problem-solving approach, and the collaborative steps you took.
• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your projects (e.g., increased conversion rates, reduced support tickets, improved customer satisfaction scores).
• Articulate Role & Contribution: Clearly define your specific contributions within team projects.
• Be Ready for Q&A: Anticipate questions about your decisions, alternative approaches you considered, and how you would handle hypothetical challenges.

📝 Enhancement Note: Preparing for these types of questions requires candidates to think about their experience through an operational lens, focusing on process, impact, and collaboration, which are critical for success in operations-adjacent roles.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided link on the Encora careers portal.
• Tailor your resume: Highlight experience in service design, customer journey mapping, experience metrics, and cross-functional collaboration. Use keywords from the job description such as "end-to-end services," "omnichannel experiences," and "business objectives."
• Prepare your portfolio: Curate 2-3 strong case studies that clearly demonstrate your end-to-end service design process, your ability to optimize processes, and measurable business impact. Ensure it highlights your proficiency with Figma and Miro.
• Research Encora: Understand their focus on digital engineering, product modernization, and client success. Consider how your service design skills can directly contribute to these goals.
• Practice your presentation: Rehearse presenting your portfolio case studies, focusing on articulating your process, collaboration, and the outcomes achieved. Be ready to discuss how your work drives operational efficiency and business results.

⚠️ 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.