Service Designer

📍 Job Overview

Job Title: Service Designer Company: NEORIS Location: Lima, Peru Job Type: Full-time Category: Service Design & Customer Experience Operations Date Posted: November 19, 2025 Experience Level: Mid-Senior Level (implied by project experience requirements) Remote Status: On-site

🚀 Role Summary

• This role is pivotal in shaping and enhancing client service offerings through strategic conceptual design, focusing on the intricate interactions between service providers, customers, and stakeholders.
• The Service Designer will be instrumental in developing robust service models, value propositions, and customer experiences by meticulously analyzing and optimizing both frontstage (customer-facing) and backstage (internal support) processes.
• A core aspect of this role involves leveraging a deep understanding of Design Thinking and Service Design frameworks to translate user needs and business objectives into tangible, high-value service solutions.
• The position demands a proactive approach to innovation, continuous learning, and the ability to foster a culture of improvement within a dynamic, multicultural startup environment.

📝 Enhancement Note: Based on the description, this role is less about traditional "Revenue Operations" or "Sales Operations" and more within the realm of Product/Service Design Operations or CX Operations. The emphasis is on designing the experience and delivery of services, which indirectly impacts revenue and customer retention. The "operations" aspect comes from the structured approach to service design, process optimization, and stakeholder management.

📈 Primary Responsibilities

• Develop conceptual designs for new and existing services, meticulously planning and organizing all service components to maximize value.
• Define and optimize user-visible (frontstage) and non-visible (backstage) activities to ensure a consistent and exceptional customer experience that exceeds expectations.
• Create and present compelling value propositions, service models, and relationship models derived from thorough analysis and strategic design thinking.
• Lead and facilitate workshops with diverse stakeholders, including clients and internal teams, to gather insights, co-create solutions, and drive consensus throughout the service lifecycle.
• Conduct in-depth qualitative and quantitative research, including in-depth interviews, usability testing, and shadow studies, to uncover user needs and pain points.
• Analyze descriptive statistics, define key performance indicators (KPIs), and measure service performance to identify areas for continuous improvement and demonstrate ROI.
• Apply a range of design frameworks such as Design Thinking, Service Design, Customer Experience, Jobs to Be Done, Business Design, Strategic Design, and Behavioral Design to inform service strategy and execution.
• Lead and manage multidisciplinary design and development teams, ensuring effective collaboration and alignment towards project goals.

📝 Enhancement Note: The responsibilities clearly indicate a senior-level role focused on strategic service creation and optimization, rather than day-to-day operational execution for sales or revenue targets. The "operations" component is inherent in the structured methodology and process-driven approach to service design.

🎓 Skills & Qualifications

Education:

• While no specific degree is mandated, a strong foundation in Design, Business, Psychology, or a related field is implied by the nature of the work and the required frameworks.
• Candidates are expected to demonstrate a deep, practical understanding of various design and business strategy methodologies.

Experience:

• Proven experience in developing value propositions and designing service ecosystems.
• Demonstrated experience in conducting user research and translating findings into actionable service design artifacts.
• Experience leading cross-functional workshops and managing stakeholder expectations.
• Prior exposure to designing services or products for B2B (SME or Enterprise) segments is highly desirable.
• Substantial experience in applying Design Thinking and Service Design principles, along with at least two other mentioned frameworks (e.g., Customer Experience, Jobs to Be Done, Business Design, Strategic Design, Behavioral Design).

Required Skills:

• Service Design: Expertise in conceptualizing, designing, and optimizing end-to-end service experiences.
• Design Thinking: Proficient application of the Design Thinking methodology for problem-solving and innovation.
• Customer Experience (CX) Strategy: Ability to map, analyze, and improve customer journeys to enhance satisfaction and loyalty.
• Workshop Facilitation & Stakeholder Management: Skilled in planning and executing collaborative sessions with diverse groups and managing relationships effectively.
• Qualitative & Quantitative Research: Competent in various research techniques (interviews, surveys, usability tests) and data analysis.
• Framework Proficiency: Mastery of Design Thinking, Service Design, and at least two additional strategic design frameworks (e.g., Business Design, Strategic Design, Behavioral Design).
• Team Leadership & Cross-functional Collaboration: Experience leading and working effectively within multidisciplinary teams.

Preferred Skills:

• Blueprint Creation: Ability to develop detailed service blueprints illustrating frontstage and backstage processes.
• Customer Journey Mapping: Skill in creating comprehensive visual representations of customer interactions.
• Information Architecture: Understanding of how to organize and structure information within digital services.
• KPI Definition & Analysis: Experience in setting meaningful metrics and analyzing performance data for service improvements.
• Business Acumen: Understanding of business models and strategic objectives, particularly within B2B environments.
• Behavioral Design: Application of psychological principles to influence user behavior and drive desired outcomes.

📝 Enhancement Note: The "at least 1 project" requirement for each artifact suggests that candidates should be prepared to showcase these deliverables in their portfolio. The emphasis on specific frameworks and project types indicates a need for demonstrable, practical experience rather than theoretical knowledge.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Value Proposition Development: Showcase at least one project where a clear and compelling value proposition for a service or product was designed and articulated.
• Service Design Artifacts: Include at least one project featuring key deliverables such as a Service Blueprint, Customer Journey Map, or Information Architecture diagrams.
• Stakeholder Engagement & Workshop Design: Demonstrate experience in planning and leading workshops with various stakeholders, highlighting the process and outcomes.
• B2B Service Experience: Ideally, present a case study related to a service or product designed for the SME or enterprise market.

Process Documentation:

• Methodology Application: Clearly document the specific design thinking, service design, or other relevant frameworks used in your projects, explaining why they were chosen and how they were applied.
• Research & Analysis Documentation: Provide examples of how qualitative and quantitative research findings were synthesized and translated into design decisions.
• Outcome & Impact Reporting: Detail the results of your service design initiatives, including any defined KPIs, metrics, and demonstrable improvements in customer experience or business value.

📝 Enhancement Note: The portfolio requirements are central to this role. Candidates should be ready to present concrete examples of their work, detailing their process, the tools and frameworks used, and the measurable impact of their contributions. This is crucial for demonstrating practical application of design methodologies.

💵 Compensation & Benefits

Salary Range:

• Based on industry standards for a Service Designer with 2-5 years of experience in Lima, Peru, a competitive salary range is estimated between PEN 4,500 to PEN 8,000 per month. This range accounts for the required project experience, leadership skills, and proficiency in multiple design frameworks.

Benefits:

• Dynamic Work Environment: A stimulating and multicultural workplace that encourages innovation and continuous learning.
• Professional Growth: Opportunities for career advancement and skill development within a leading digital accelerator.
• Competitive Salary: Compensation commensurate with experience and market benchmarks.
• 100% Covered Supplemental Insurance for Employee: Comprehensive health coverage provided at no cost to the employee.
• Attractive Benefits Plan: A package including additional perks and employee support initiatives.
• Development Opportunities: Access to training, certifications, and learning resources.
• Day Off for Birthday: A special day off to celebrate personal milestones.

Working Hours:

• Standard full-time working hours are expected, likely around 40 hours per week, with potential for flexibility depending on project needs and team dynamics.

📝 Enhancement Note: The salary estimate is based on general market data for similar roles in Peru and the specified experience level and responsibilities. Actual compensation will vary based on the candidate's specific qualifications and NEORIS's internal compensation structure. The benefits listed suggest a strong focus on employee well-being and professional development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Digital Transformation & Technology Consulting. NEORIS operates as a digital accelerator, partnering with major global companies to implement digital solutions and drive future-forward strategies. Company Size: Over 4,000 professionals across 11 countries, indicating a large, established, yet agile organization with a startup-like culture. Founded: NEORIS has 20 years of experience, suggesting a blend of established expertise and ongoing innovation.

Team Structure:

• The Service Designer will likely be part of a broader design or digital transformation team, potentially within a practice group focused on customer experience or service innovation.
• Reporting structure is not explicitly defined but would likely be to a Design Lead, CX Manager, or Digital Transformation Director.
• Cross-functional collaboration is a key aspect, involving close work with business analysts, project managers, developers, strategists, and client stakeholders.

Methodology:

• Data-Driven Decision Making: Emphasis on research (qualitative/quantitative), KPI definition, and metrics analysis to inform service design strategies.
• Agile & Iterative Design: Application of frameworks like Design Thinking and Service Design implies an iterative approach to problem-solving and solution development.
• Collaborative Co-creation: Strong focus on workshops and stakeholder engagement to build consensus and co-create solutions.

Company Website: http://www.neoris.com

📝 Enhancement Note: NEORIS's description as a "multicultural startup culture" within a larger organization suggests an environment that values innovation, autonomy, and rapid iteration, which is highly compatible with service design principles.

📈 Career & Growth Analysis

Operations Career Level: This role sits at a mid-to-senior level within the design and strategy domain. It requires demonstrable project experience and the ability to independently apply complex frameworks. The focus is on strategic design and process optimization rather than operational execution.

Reporting Structure: The Service Designer will likely report to a Design Manager, Head of CX, or a senior leader within the Digital Acceleration practice. They will collaborate closely with project managers and client-facing teams.

Operations Impact: While not a direct revenue operations role, the Service Designer's work has a significant indirect impact on revenue by:

• Enhancing customer satisfaction and loyalty, leading to higher retention rates.
• Improving service efficiency, reducing operational costs.
• Designing innovative services that can open new market opportunities or increase customer lifetime value.
• Driving digital transformation initiatives that align with business growth objectives.

Growth Opportunities:

• Specialization: Deepen expertise in specific design frameworks (e.g., Behavioral Design, Business Design) or industry verticals.
• Leadership: Progress to Senior Service Designer, Design Lead, or Managerial roles, overseeing teams and larger projects.
• Strategic Influence: Contribute to the strategic direction of NEORIS's service design offerings and client engagements.
• Skill Expansion: Develop skills in areas like product management, business strategy, or digital transformation consulting.

📝 Enhancement Note: The role offers a strong growth path for individuals passionate about shaping user experiences and driving business outcomes through strategic service design. The emphasis on continuous learning and diverse projects aligns with a dynamic career trajectory.

🌐 Work Environment

Office Type: On-site role in Lima, Peru, suggesting a physical office space where collaboration and in-person workshops will take place. Office Location(s): Lima, Peru. Specific office details would need to be confirmed, but it implies a professional business environment.

Workspace Context:

• Collaborative Spaces: The company culture emphasizes collaboration, so the workspace likely includes areas designed for team interaction, brainstorming, and workshops.
• Tools & Technology: Access to standard design software, collaboration platforms, and potentially specialized service design tools.
• Team Interaction: Frequent interaction with diverse teams, including designers, strategists, project managers, and potentially client representatives.

Work Schedule: Full-time, on-site, with potential for project-driven flexibility. The nature of service design often involves intensive periods of research, ideation, and client engagement.

📝 Enhancement Note: The on-site requirement in Lima suggests a need for candidates who are comfortable working within a structured office environment and engaging in face-to-face collaboration, which is often crucial for effective service design workshops and team synergy.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of resume and portfolio to assess alignment with requirements, particularly project experience and framework proficiency.
• Portfolio Presentation: Candidates will likely be asked to present 1-2 key projects from their portfolio, detailing their process, challenges, solutions, and outcomes. This is a critical step for demonstrating practical skills.
• Technical/Behavioral Interviews: Discussions focusing on design methodologies, problem-solving approaches, stakeholder management, and cultural fit. Expect questions on how you've applied specific frameworks or handled difficult project scenarios.
• Workshop Simulation (Potential): A brief, hands-on exercise or case study discussion to assess your approach to a design challenge or workshop facilitation.
• Final Interview: With senior leadership to discuss strategic alignment and long-term fit.

Portfolio Review Tips:

• Showcase Process, Not Just Output: Clearly articulate your design process, from problem definition and research to ideation, prototyping, and testing.
• Quantify Impact: Wherever possible, use data and metrics to demonstrate the success of your projects (e.g., improved conversion rates, reduced support tickets, increased satisfaction scores).
• Highlight Collaboration: Detail your role in cross-functional teams and how you managed stakeholder engagement.
• Tailor to the Role: Emphasize projects that align with the requirements of this Service Designer position, particularly those involving value propositions, journey maps, blueprints, and B2B contexts.
• Be Ready to Discuss Frameworks: Be prepared to explain your experience and rationale for using Design Thinking, Service Design, and other frameworks.

Challenge Preparation:

• Understand NEORIS's Business: Research NEORIS's services, client base, and recent projects to understand their strategic focus.
• Review Design Frameworks: Refresh your knowledge of Design Thinking, Service Design, Jobs to Be Done, etc.
• Prepare Case Studies: Have 2-3 strong case studies ready to present, covering different types of challenges and solutions.
• Anticipate Behavioral Questions: Prepare examples using the STAR method (Situation, Task, Action, Result) for questions about leadership, teamwork, problem-solving, and stakeholder management.

📝 Enhancement Note: The portfolio is paramount for this role. Candidates should invest significant time in curating and preparing their presentation, ensuring it directly addresses the explicit project requirements mentioned in the job description.

🛠 Tools & Technology Stack

Primary Tools:

• Design Software: Proficiency in tools like Figma, Sketch, Adobe XD for prototyping and wireframing.
• Collaboration Platforms: Experience with Miro, Mural, or similar for virtual whiteboarding and workshop facilitation.
• Project Management Tools: Familiarity with Jira, Asana, Trello for managing project tasks and workflows.

Analytics & Reporting:

• Data Analysis Tools: Experience with tools for analyzing qualitative feedback (e.g., Dovetail, UserTesting.com) and quantitative data (e.g., Google Analytics, Mixpanel, SQL basics for data extraction).
• Survey Tools: Proficiency in platforms like SurveyMonkey, Typeform for creating and distributing user surveys.
• BI Tools (Desirable): Familiarity with Tableau, Power BI for data visualization and dashboard creation.

CRM & Automation:

• CRM Systems: Understanding of how CRM data (e.g., Salesforce, HubSpot) can inform customer insights and service design.
• User Research Platforms: Experience with platforms like UserTesting.com, Lookback for conducting remote usability tests and interviews.

📝 Enhancement Note: While specific tool requirements aren't listed, a strong candidate will demonstrate proficiency in industry-standard design and collaboration tools. The ability to leverage data from CRM and analytics platforms to inform design decisions is also highly valued.

👥 Team Culture & Values

Operations Values:

• Innovation & Continuous Learning: NEORIS fosters a culture where embracing new ideas and constantly acquiring new skills is encouraged, aligning with the dynamic nature of digital transformation and service design.
• Collaboration & Inclusivity: The company prides itself on a multicultural environment that promotes diversity, equality, respect, and inclusion, creating a safe and dynamic workplace.
• Customer-Centricity: A core value is delivering high-value solutions that exceed client expectations, directly linking to the Service Designer's focus on customer experience.
• Agility & Adaptability: Operating with a "startup culture," NEORIS values individuals who can adapt quickly to changing project needs and market demands.
• Data-Driven Approach: Decisions are informed by research, metrics, and KPIs, ensuring that design efforts are strategic and impactful.

Collaboration Style:

• Cross-functional Integration: The Service Designer will work seamlessly with diverse teams, bridging gaps between business, technology, and user needs.
• Open Communication: Encourages open dialogue, feedback exchange, and transparent communication throughout the design and development process.
• Knowledge Sharing: A culture that promotes sharing best practices, learnings, and insights across teams and projects to elevate collective expertise.

📝 Enhancement Note: The emphasis on a multicultural, startup-like environment suggests a workplace that is dynamic, inclusive, and values individual contributions to collective success. Candidates should be prepared to thrive in such an atmosphere.

⚡ Challenges & Growth Opportunities

Challenges:

• Translating Complex Needs: Effectively translating nuanced user needs and business requirements into clear, actionable service designs.
• Balancing Stakeholder Interests: Navigating diverse stakeholder expectations and priorities to reach consensus on service design decisions.
• Measuring Intangible Value: Quantifying the impact of service design initiatives, especially for qualitative improvements in customer experience.
• Adapting to Evolving Technologies: Staying current with new digital technologies and methodologies that can enhance service delivery.

Learning & Development Opportunities:

• Specialized Training: Access to workshops, courses, and certifications in advanced service design, CX, business strategy, and emerging digital technologies.
• Industry Exposure: Opportunities to work with a wide range of clients and industries, broadening practical experience and market understanding.
• Mentorship Programs: Potential for guidance from senior design and strategy leaders within NEORIS.
• Cross-Disciplinary Projects: Exposure to various facets of digital transformation, allowing for skill development beyond pure service design.

📝 Enhancement Note: The challenges presented are inherent to strategic design roles. NEORIS's commitment to professional growth indicates a supportive environment for tackling these challenges and developing new skills.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used Design Thinking to solve a complex business problem. What was your process, and what was the outcome?" (Focus on your structured approach and measurable results.)
• "How do you approach designing a service for a B2B client when their internal processes are complex and opaque?" (Highlight your research, stakeholder management, and blueprinting skills.)
• "Walk us through a Customer Journey Map you created. What insights did it reveal, and how did those insights influence the service design?" (Emphasize your analytical process and ability to translate findings.)

Company & Culture Questions:

• "What excites you about NEORIS's mission as a digital accelerator, and how do you see your Service Design skills contributing to it?" (Showcase your research and alignment with their business model.)
• "How do you adapt your design process for different types of stakeholders (e.g., technical teams vs. senior management)?" (Demonstrate your communication and stakeholder empathy.)
• "NEORIS emphasizes a multicultural, startup culture. How do you thrive in such an environment?" (Highlight your collaborative, adaptable, and innovative qualities.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, clearly outline the Problem, Your Role, the Process (tools, frameworks used), the Solution, and the Results/Impact.
• Focus on "Why": Explain the rationale behind your design decisions at each stage.
• Showcase Collaboration: Detail how you worked with others and managed stakeholder input.
• Quantify Impact: Use metrics and data to support your claims of success.
• Be Prepared for Deep Dives: Anticipate questions about specific design choices, research methodologies, and challenges encountered.

📝 Enhancement Note: The interview process will heavily rely on assessing practical application through portfolio review and scenario-based questions. Demonstrating a clear, repeatable design process and an understanding of business impact will be key.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on greenhouse.io.
• Curate Your Portfolio: Select 1-2 of your strongest projects that best align with the requirements, focusing on value proposition development, service blueprints, customer journey maps, and B2B experience.
• Tailor Your Resume: Highlight keywords from the job description, such as "Service Design," "Design Thinking," "Customer Journey Map," "Blueprint," "Stakeholder Management," and "Qualitative Research." Quantify achievements where possible.
• Prepare Your Presentation: Rehearse your portfolio walkthrough, ensuring you can clearly articulate your process, methodologies, and the impact of your work within the allocated time.
• Research NEORIS: Understand their digital acceleration mission, client base, and company culture to articulate your interest and fit during interviews.

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

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