Service Designer Senior

📍 Job Overview

Job Title: Senior Service Designer

Company: Multiplica Talent

Location: Lima, Peru

Job Type: Full-Time

Category: Service Design / UX Design

Date Posted: April 06, 2026

Experience Level: 5-10 years

Remote Status: Hybrid (On-demand office visits)

🚀 Role Summary

• Lead end-to-end service design initiatives, ensuring coherent, functional, and scalable omni-channel experiences.

• Integrate multiple touchpoints, stakeholders, and business areas through a systemic view of the ecosystem.

• Design user-centered solutions that deliver value to both customers and the organization within the insurance sector.

• Facilitate research, workshops, and co-creation sessions to drive innovation and implement service improvements.

• Collaborate closely with Product Owners, business stakeholders, and design/development teams to bring innovative solutions to life.

📝 Enhancement Note: This role is for a Senior Service Designer focused on the insurance sector in Peru, operating on a hybrid model with on-demand office visits to a San Isidro, Lima office. The contract is for 8 weeks, offering a unique opportunity to contribute to significant service transformation projects.

📈 Primary Responsibilities

• Design and deliver end-to-end (E2E) services, focusing on user needs and business objectives.

• Define and construct key service design artifacts, including Service Blueprints, Customer Journeys, Value Propositions, and Service Design Principles.

• Identify and analyze opportunities for improvement within existing customer touchpoints across various channels.

• Lead and conduct comprehensive qualitative and quantitative research to gather user insights and market data.

• Facilitate engaging workshops, co-creation sessions, and Design Thinking activities to foster collaboration and generate innovative solutions.

• Collaborate effectively with Product Owners, business stakeholders, and cross-functional design and development teams.

• Ensure meticulous documentation of all deliverables and provide support during the implementation phase of designed services.

• Translate complex insights into clear, actionable proposals and strategic recommendations.

• Design experiences that effectively balance user needs, business goals, and technical feasibility.

📝 Enhancement Note: The responsibilities clearly indicate a senior-level role requiring strong leadership in service design methodology, stakeholder management, and cross-functional collaboration. The focus on E2E service design and the creation of specific artifacts like Service Blueprints and Customer Journeys are critical.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Business, or a related field is typically expected for a Senior Service Designer role.

Experience: 5-10 years of experience in Service Design, Product Design, UX Design, or Business Model Design, with a strong preference for experience within the financial or insurance sectors.

Required Skills:

• Proven experience in designing and developing new business models, products, and services, including defining value propositions.

• Proficiency in applying service design frameworks and tools such as Service Blueprints, Customer Journeys, Value Proposition Design, concept design, and testing methodologies.

• Demonstrated experience in designing or redesigning services with a systemic view, understanding diverse user types and managing multiple stakeholders.

• Strong expertise in qualitative research methodologies, quantitative data analysis, ethnographic tools, and field research techniques (interviews, shadowing, observation).

• Practical experience in designing and testing services, including digital interface interventions.

• Proven ability to manage relationships and collaborate effectively with diverse stakeholders.

• Hands-on experience in usability research and testing.

• Experience working with cross-functional teams using Agile frameworks (Design Thinking, Lean UX, and similar methodologies).

• Proficient in planning, conducting, and presenting results from user-centered design methodologies (stakeholder interviews, brainstorming, workshops, testing, and evaluations).

• Experience with design and prototyping tools such as Figma, Figjam, Adobe Creative Suite, Maze, Marvel, and Miro.

• Knowledge of concept design and interactive prototyping tools, including rapid prototyping, A/B testing, and other validation techniques.

• Application of accessibility and usability principles (WCAG, Nielsen's Heuristics).

• Strong presentation skills to articulate complex insights clearly and compellingly to various audiences, fostering synergy and sponsorship.

Preferred Skills:

• Experience specifically within the insurance sector.

• Familiarity with software testing tools.

• Experience in digital transformation initiatives.

📝 Enhancement Note: The requirements emphasize a deep understanding of service design principles, robust research and analytical capabilities, and strong stakeholder management skills. Proficiency in a wide array of design and collaboration tools is essential. The 8-week contract duration suggests a focus on specific project outcomes or a pilot phase.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase end-to-end service design projects, detailing the problem, your role, the process, and the outcomes.

• Include examples of Service Blueprints, Customer Journeys, Value Propositions, and relevant research findings.

• Demonstrate experience in designing and implementing new business/service models, highlighting the value created.

• Present case studies that illustrate your ability to manage diverse stakeholders and navigate complex organizational structures.

Process Documentation:

• Detail your approach to planning and executing user research (qualitative, quantitative, ethnographic).

• Illustrate how you facilitate workshops and co-creation sessions, including methodologies like Design Thinking.

• Show examples of how you document service designs, including Service Blueprints and implementation plans.

• Demonstrate how you measure the success of designed services using relevant metrics and KPIs.

📝 Enhancement Note: A strong portfolio is critical for this role, as it will be used to evaluate your practical experience in applying service design methodologies. The hiring team will be looking for evidence of systemic thinking, user-centricity, and the ability to translate complex problems into actionable solutions.

💵 Compensation & Benefits

Salary Range: As this is a contract position for 8 weeks with a company based in Peru, the salary will be competitive for a Senior Service Designer in the Lima market. Based on market research for similar roles in Peru, a range of PEN 8,000 to PEN 12,000 per month (approximately USD 2,200 - 3,300) could be expected, depending on the candidate's specific experience and qualifications.

Benefits:

• Full benefits as per Peruvian law, provided through a payroll contract from day one.

• 100% coverage of EPS (Entidad Prestadora de Salud - Health Care Provider).

• Opportunity for career line development within Multiplica Talent or its client network.

• Participation in challenging and impactful projects.

Working Hours:

• Monday to Friday, 9:00 AM to 6:00 PM (Peruvian time).

• This equates to 40 hours per week, with standard breaks.

📝 Enhancement Note: The salary estimation is based on general market data for senior-level design roles in Lima, Peru. The specific rate will likely be negotiated based on the candidate's demonstrated skills and experience relevant to the insurance sector and the project's scope. The 8-week contract nature might influence the per-month compensation structure compared to a permanent role.

🎯 Team & Company Context

🏢 Company Culture

Industry: Multiplica Talent operates within the Digital Talent and Consulting sector, specializing in connecting top digital talent with companies undergoing digital transformation. Their clients span LATAM and Europe, with a focus on innovative and strategic roles. The client for this role is in the Insurance Sector, a traditionally complex industry undergoing significant digital evolution.

Company Size: Multiplica Talent is a consultancy that partners with various companies. While its own size isn't specified, it facilitates talent acquisition for a broad range of clients, from startups to established enterprises. The client company's size is also not specified but operates within the insurance sector, suggesting a potentially large, established organization.

Founded: Multiplica Talent has over 20 years of experience in talent recruitment and digital transformation consulting.

Team Structure:

• The Senior Service Designer will likely join a project team within the client's insurance company. This team could be part of a digital transformation unit, product development, or innovation department.

• Reporting structure will be to a Project Manager, Head of Design, or a Digital Transformation Lead within the client organization.

Methodology:

• The client and Multiplica Talent likely employ data-driven approaches, utilizing qualitative and quantitative insights to inform design decisions.

• Workflow planning and optimization are central to service design, focusing on creating efficient and user-friendly processes.

• Automation and efficiency practices will be considered in the design of new services to improve operational effectiveness and customer experience.

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

📝 Enhancement Note: The role is with a client of Multiplica Talent, meaning the day-to-day culture and team dynamics will be dictated by the insurance company. Multiplica Talent's expertise in digital transformation suggests the client is likely engaged in significant modernization efforts.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Service Designer role, indicating a mid-to-senior career stage. It requires leadership in designing complex services, managing stakeholders, and driving strategic initiatives. The focus is on hands-on design and facilitation, with an expectation of autonomy and problem-solving capabilities.

Reporting Structure: The Senior Service Designer will report to a Project Lead or Manager within the client organization. They will collaborate closely with Product Owners and various business stakeholders.

Operations Impact: The impact of this role is significant, directly influencing the customer experience, operational efficiency, and the overall value proposition of the insurance services designed. Successful service design can lead to increased customer satisfaction, retention, and competitive advantage.

Growth Opportunities:

• Skill Advancement: Deepen expertise in service design methodologies, user research, and complex stakeholder management within the insurance sector.

• Project Leadership: Opportunity to lead design efforts on critical digital transformation projects, potentially influencing future service offerings.

• Career Progression: While this is an 8-week contract, successful performance could lead to further project extensions or opportunities within Multiplica Talent's network of clients, potentially in roles focused on broader UX strategy, product management, or innovation leadership.

📝 Enhancement Note: Although a contract role, the senior level implies a significant scope of responsibility and the potential for impactful contributions. The growth opportunities are more focused on skill enhancement and project experience rather than a traditional long-term career path within a single company, unless the contract leads to further engagements.

🌐 Work Environment

Office Type: Hybrid, with on-demand access to a client office located in San Isidro, Lima. This suggests a modern office environment conducive to collaboration and focused work.

Office Location(s): San Isidro, Lima, Peru. This is a well-known business district in Lima, offering good accessibility and amenities.

Workspace Context:

• The workspace will be collaborative, requiring interaction with various teams and stakeholders to facilitate workshops, co-creation sessions, and design sprints.

• Access to standard office technology, including meeting rooms, presentation tools, and potentially design software licenses provided by the client.

Work Schedule:

• The standard work schedule is Monday to Friday, 9:00 AM to 6:00 PM (40 hours per week).

• The hybrid "on-demand" nature means flexibility in choosing office days, likely coordinated with project needs and team availability. This allows for remote work but requires presence in the office for specific meetings or collaborative activities.

📝 Enhancement Note: The hybrid model implies a need for self-discipline and effective remote work practices, balanced with the ability to engage effectively in an office setting when required for key collaborative activities.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess qualifications and experience.

• Technical/Skills Interview: Likely to involve a discussion about your service design process, methodologies, and experience with specific tools and frameworks. Expect questions about how you approach user research, stakeholder management, and problem-solving.

• Case Study Presentation: You may be asked to present a past project from your portfolio, detailing your role, process, key decisions, and outcomes. This is a critical step to evaluate your practical application of service design principles and communication skills.

• Stakeholder/Cultural Fit Interview: This interview will assess your ability to collaborate with diverse teams, your understanding of business objectives, and your fit with the client's work culture.

• Final Interview: May involve a senior leader from the client organization or Multiplica Talent to finalize the decision.

Portfolio Review Tips:

• Focus on Impact: Clearly articulate the problem you solved, your specific contributions, the methodologies used, and the measurable results or impact of your service design.

• Showcase Process: Detail your end-to-end process, including research, ideation, prototyping, testing, and implementation support. Use visuals like Service Blueprints and Customer Journeys.

• Tailor to the Role: Highlight projects relevant to the insurance sector or complex service environments if possible. Emphasize your experience with stakeholder management and cross-functional collaboration.

• Clarity and Conciseness: Present your work clearly and concisely, making it easy for reviewers to understand your approach and outcomes.

Challenge Preparation:

• Be prepared to discuss how you would approach designing a new service or improving an existing one within the insurance context.

• Practice articulating complex design concepts and insights in a simple, compelling manner.

• Brush up on your knowledge of Design Thinking, Lean UX, and Agile methodologies.

• Familiarize yourself with common insurance products and customer journeys to better understand the context.

📝 Enhancement Note: The portfolio is paramount for this role. Candidates should be ready to articulate their design thinking process and demonstrate tangible results from past projects. The interview process will likely be rigorous to ensure a good fit for both the client and the short-term contract.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Figjam, Adobe Creative Suite (e.g., Photoshop, Illustrator), Marvel, Miro.

• User Research & Testing: Maze, and other qualitative/quantitative research tools.

• Collaboration: Figjam, Miro, and potentially other collaborative whiteboarding or project management tools.

Analytics & Reporting:

CRM & Automation:

• Familiarity with CRM systems (e.g., Salesforce, HubSpot) and automation platforms might be helpful for understanding how customer data is managed and how automated workflows impact service delivery, though direct configuration is unlikely to be a primary responsibility.

• Knowledge of integration tools could be advantageous for understanding the technical feasibility of designed services.

📝 Enhancement Note: Proficiency in Figma and Miro is highly expected given their prevalence in modern design workflows. The ability to leverage a range of research and prototyping tools will be a significant advantage.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and meeting user needs as the primary driver for service design.

• Collaboration: A strong belief in working closely with diverse teams and stakeholders to co-create effective solutions.

• Innovation: A drive to explore new ideas, experiment with novel approaches, and push the boundaries of service design.

• Impact-Driven: A focus on delivering tangible value and measurable improvements through designed services.

• Efficiency: An emphasis on designing streamlined processes and experiences that are both effective for users and operationally sound.

Collaboration Style:

• Cross-functional Integration: Actively engaging with Product Owners, developers, business analysts, and other departments to ensure holistic service design.

• Open Communication: Fostering an environment where ideas can be shared freely, feedback is constructive, and challenges are addressed collaboratively.

• Agile Mindset: Embracing iterative design, flexibility, and continuous improvement in response to feedback and evolving project needs.

📝 Enhancement Note: The culture described emphasizes collaboration, user focus, and a drive for impactful results, which are hallmarks of successful design and operations teams in progressive organizations.

⚡ Challenges & Growth Opportunities

Challenges:

• Short Contract Duration (8 Weeks): The primary challenge is the compressed timeline, requiring rapid understanding of the business, quick synthesis of insights, and efficient delivery of designs.

• Insurance Sector Complexity: Navigating the intricacies of the insurance industry, including regulatory constraints, diverse customer segments, and established operational processes.

• Stakeholder Alignment: Facilitating consensus among multiple stakeholders with potentially competing priorities and perspectives.

• Balancing User Needs with Technical/Business Constraints: Designing solutions that are desirable for users, viable for the business, and feasible technically.

Learning & Development Opportunities:

• Industry Exposure: Gaining deep insight into the insurance sector's digital transformation landscape.

• Project Leadership: Leading critical design initiatives within a specific project context.

• Networking: Building relationships with professionals at the client company and within Multiplica Talent.

• Skill Refinement: Honing skills in rapid prototyping, complex stakeholder management, and E2E service design under pressure.

📝 Enhancement Note: The challenges presented are typical for short-term, high-impact roles. Successfully navigating them will provide significant learning and demonstrate adaptability and problem-solving prowess.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led the end-to-end design of a complex service. What was your process, and what was the outcome?" (Focus on your systemic approach, artifacts created, and impact.)

• "How do you approach balancing user needs with business objectives and technical constraints in a service design project?" (Highlight your decision-making process and trade-offs.)

• "Walk us through a challenging stakeholder management situation you encountered. How did you navigate it to achieve project goals?" (Emphasize communication, negotiation, and consensus-building skills.)

Company & Culture Questions:

• "What interests you about working in the insurance sector, and specifically on this project?" (Showcase your research and genuine interest.)

• "How do you contribute to a collaborative team environment?" (Provide examples of your teamwork and communication style.)

Portfolio Presentation Strategy:

• Storytelling: Frame each project as a narrative: the problem, your role and approach, the solution, and the results.

• Visuals: Use clear, high-quality visuals of your Service Blueprints, Customer Journeys, and prototypes.

• Quantify Impact: Whenever possible, use metrics to demonstrate the success of your designs (e.g., increased conversion rates, reduced customer support calls, improved satisfaction scores).

• Be Concise: Focus on the most relevant aspects of each project, keeping your presentation engaging and within the allotted time.

📝 Enhancement Note: Prepare to articulate your design process with confidence and to back up your claims with specific examples from your portfolio. The interviewers will be looking for a blend of strategic thinking, practical execution, and strong interpersonal skills.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided link on Workable.

• Customize Your Resume: Highlight your experience in service design, UX, product design, and any relevant industry experience (especially financial services or insurance). Quantify achievements where possible.

• Curate Your Portfolio: Ensure your portfolio showcases end-to-end service design projects, including Service Blueprints, Customer Journeys, and evidence of user research and impact. Tailor the projects highlighted to align with the responsibilities and requirements of this role.

• Prepare Your Presentation: Practice presenting a key project from your portfolio, focusing on your process, decision-making, and the measurable outcomes. Be ready to discuss your approach to stakeholder management and collaborative design.

• Research the Company and Sector: Familiarize yourself with Multiplica Talent's work and the current digital transformation trends in the insurance sector in Peru. Understand the value proposition of designing user-centered services in this industry.

⚠️ 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.