Service Designer Sr.

📍 Job Overview

Job Title: Service Designer Sr.

Company: Multiplica Talent

Location: Lima, Callao Region, Peru

Job Type: FULL_TIME

Category: Service Design / User Experience Operations

Date Posted: 2026-04-15

Experience Level: 5-10 years

Remote Status: Hybrid (2-3 days in office)

🚀 Role Summary

• Spearhead the design and continuous improvement of customer service experiences, ensuring a strong alignment between user needs and overarching business objectives.

• Develop and implement comprehensive service blueprints, journey maps, and interaction models to visualize and optimize the end-to-end customer journey.

• Drive innovation in service offerings by translating user insights and data analysis into tangible value propositions and strategic recommendations.

• Facilitate collaborative design sprints and co-creation workshops with cross-functional teams, fostering an agile and user-centric approach to service development.

📝 Enhancement Note: This role focuses on the operationalization of service design principles, requiring a strategic blend of user advocacy, business acumen, and process optimization. The "Sr." designation implies a leadership capacity in driving design initiatives and mentoring junior team members.

📈 Primary Responsibilities

• Conduct in-depth user research, employing qualitative and quantitative methods to uncover user pain points, needs, and behaviors across various service touchpoints.

• Translate research findings into actionable design strategies, service blueprints, and user journey maps that clearly articulate the desired customer experience.

• Design and prototype new service offerings, features, and improvements, iterating based on user feedback and business impact analysis.

• Collaborate closely with product, engineering, marketing, and customer support teams to ensure seamless integration and delivery of designed services.

• Facilitate and lead design thinking workshops, co-creation sessions, and stakeholder alignment meetings to drive consensus and foster a shared vision for service excellence.

• Define and monitor key performance indicators (KPIs) for service design initiatives, analyzing data to measure impact, identify areas for optimization, and demonstrate ROI.

• Champion a user-centered design culture within the organization, advocating for user needs and best practices in service design.

• Develop and maintain a repository of service design artifacts, including journey maps, personas, service blueprints, and design guidelines.

📝 Enhancement Note: The core responsibilities emphasize a hands-on approach to service design, from initial research to implementation oversight. The role requires significant stakeholder management and the ability to translate complex user needs into concrete, operationalizable service improvements.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Psychology, Administration, or a closely related field.

Experience: Minimum of 5 years of progressive experience in service design, user experience (UX) design, or a similar customer-centric role, with a proven track record of delivering impactful service improvements.

Required Skills:

• Expertise in Service Design methodologies, including journey mapping, service blueprinting, persona development, and user journey orchestration.

• Proficiency in Design Thinking principles and their application to complex problem-solving scenarios.

• Strong capabilities in User Research, encompassing qualitative (interviews, usability testing) and quantitative (surveys, data analysis) techniques.

• Demonstrated ability in Strategic Thinking and Problem Solving, with a capacity to analyze business challenges and devise innovative service solutions.

• Excellent Communication and Facilitation skills, essential for leading workshops, presenting design concepts, and collaborating effectively with diverse teams.

• Experience working within Agile project management frameworks and collaborating with multidisciplinary teams.

Preferred Skills:

• Experience with prototyping tools (e.g., Figma, Sketch, Adobe XD) for visualizing service interactions.

• Familiarity with CRM systems and customer data platforms for deeper user insights.

• Knowledge of business analysis and process improvement frameworks.

• Experience in the technology or consulting sectors, particularly within a talent or HR tech context.

• Advanced degree in a relevant field.

📝 Enhancement Note: The "Sr." designation suggests a need for leadership potential and the ability to mentor others, in addition to advanced technical skills in service design. The preferred skills highlight a desire for candidates who can integrate design thinking with broader business and technological contexts.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a minimum of 3-5 comprehensive service design projects that showcase your end-to-end design process, from initial research to final implementation and impact measurement.

• Include detailed examples of user research findings, synthesized insights, and how they directly informed design decisions.

• Present clear and well-documented service blueprints and customer journey maps, illustrating complex service ecosystems and interaction flows.

• Showcase examples of innovative service solutions or improvements you designed, with a clear articulation of the problem addressed and the value proposition.

Process Documentation:

• Provide evidence of your ability to document design processes, including research methodologies, ideation frameworks, and iteration cycles.

• Illustrate how you have used process mapping to identify service gaps, inefficiencies, and opportunities for improvement.

• Detail your experience in developing design guidelines or frameworks to ensure consistency and quality in service delivery.

📝 Enhancement Note: A strong portfolio is critical for this role, serving as tangible proof of the candidate's ability to apply service design principles effectively. The emphasis is on demonstrating both the process and the measurable outcomes of their work.

💵 Compensation & Benefits

Salary Range:

Based on industry benchmarks for Senior Service Designers in Lima, Peru, and considering the hybrid work model and full-time employment, the estimated annual salary range is between PEN 75,000 and PEN 120,000. This range can vary based on the candidate's specific experience, qualifications, and the final scope of responsibilities.

Benefits:

• Contrato por planilla: Full-time employment with official benefits as per Peruvian labor law.

• Modalidad Híbrida: Flexible work arrangement with 2-3 days per week in the office, offering a balance between collaboration and remote work.

• Horario L- V 09:00am-06:00pm: Standard business hours, providing a predictable work schedule.

• Participar en proyectos desafiantes: Opportunity to work on impactful and innovative service design projects that contribute to business growth.

• Capacitación constante: Access to continuous learning and development opportunities to enhance skills and stay current with industry trends.

• Inclusive work environment: Commitment to diversity and equal opportunities, fostering an inclusive atmosphere for all employees.

Working Hours: Approximately 40 hours per week, Monday to Friday, from 9:00 AM to 6:00 PM.

📝 Enhancement Note: Salary estimation is based on available market data for similar roles in Peru. The benefits package highlights standard Peruvian employment terms along with specific company offerings like training and a focus on inclusivity.

🎯 Team & Company Context

🏢 Company Culture

Industry: Staffing and Recruiting / Talent Management Solutions. Multiplica Talent operates within the Human Resources technology and services sector, focusing on connecting companies with skilled professionals. This context means the service design role is likely centered on improving the experience for both clients (companies seeking talent) and candidates (individuals seeking employment).

Company Size: While not explicitly stated, Multiplica Talent appears to be a growing organization that manages talent for various clients, suggesting a dynamic and potentially client-facing operational environment.

Founded: Information on the founding date is not provided, but the company's focus on talent solutions implies a modern approach to recruitment and employee engagement.

Team Structure:

• The Service Designer Sr. will likely be part of a dedicated design or innovation team, or integrated within a broader product/operations department.

• Reporting is expected to be to a Head of Design, Head of Product, or a Senior Operations Manager, depending on the organizational structure.

Methodology:

• The company likely employs Agile methodologies and Design Thinking frameworks to deliver client solutions and internal operational improvements.

• Emphasis will be placed on data-driven decision-making, utilizing user feedback and performance metrics to refine service offerings.

• Operational efficiency and scalable solutions are key, given the nature of talent management services.

Company Website: https://jobs.workable.com/company/j3UzQqYupcaQf4tVeXDHdh/jobs-at-multiplica-talent

📝 Enhancement Note: The company's industry suggests that the service design role will focus on optimizing the experience for both businesses seeking talent and individuals looking for employment opportunities, requiring a dual-sided perspective.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position, indicating a significant level of autonomy, strategic input, and potential mentorship responsibilities. The role is positioned to influence service strategy and operational excellence within the organization and its client offerings.

Reporting Structure: The Service Designer Sr. will likely report to a Director or Head of Department (e.g., Head of Design, Head of Product, or Head of Operations). This senior position suggests direct interaction with leadership and involvement in strategic planning.

Operations Impact: The role's primary impact will be on enhancing the user experience for clients and candidates, thereby improving client retention, candidate engagement, and overall operational efficiency of the talent acquisition and management processes. Success will be measured by improvements in key satisfaction and efficiency metrics.

Growth Opportunities:

• Leadership Development: Potential to grow into a Lead Service Designer, Design Manager, or Head of Experience role, overseeing a team and driving the design vision.

• Specialization: Opportunity to deepen expertise in specific areas of service design, such as user research, strategic design, or digital service transformation.

• Cross-functional Advancement: Possibility of transitioning into Product Management, UX Strategy, or Operations Management roles, leveraging a strong understanding of user needs and business processes.

📝 Enhancement Note: The "Sr." designation implies a clear path for career progression, either through managing design initiatives, leading teams, or expanding into broader strategic operations roles within the company or its client services.

🌐 Work Environment

Office Type: The company offers a Hybrid work model, requiring 2-3 days per week in the office. This suggests a collaborative office environment designed to facilitate teamwork, brainstorming, and in-person interactions.

Office Location(s): The primary office location is in Lima, Callao Region, Peru. This provides a central hub for hybrid employees to connect and work together.

Workspace Context:

• The workspace is expected to be conducive to creative collaboration, likely featuring meeting rooms, whiteboarding facilities, and comfortable areas for team discussions.

• Access to essential design tools and technology will be provided, supporting the execution of design tasks and research.

• Opportunities for regular interaction with the broader team, including other designers, recruiters, client managers, and leadership, will be abundant.

Work Schedule: The standard working hours are Monday to Friday, 9:00 AM to 6:00 PM. While this is a structured schedule, the hybrid nature allows for some flexibility in managing personal time alongside work commitments.

📝 Enhancement Note: The hybrid model suggests a balance between structured office collaboration and the flexibility of remote work, catering to modern professional preferences while ensuring team cohesion and in-person synergy.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A brief call with HR or a recruiter to assess basic qualifications, experience, and cultural fit. Be prepared to articulate your understanding of service design and its impact.

• Technical Interview / Portfolio Review: A more in-depth session with hiring managers or senior team members. This is where you will present your portfolio, detailing specific projects, your role, the process, and the outcomes. Prepare to discuss your design rationale and problem-solving approach.

• Case Study / Design Challenge: You may be asked to complete a take-home assignment or a live design exercise simulating a real-world problem. Focus on demonstrating your process, strategic thinking, and ability to articulate solutions clearly.

• Final Interview: A conversation with senior leadership to discuss strategic alignment, cultural fit, and long-term career aspirations.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest projects that best represent your skills in service design, user research, and strategic implementation. Tailor your selection to the requirements of this specific role at Multiplica Talent.

• Tell a Story: For each project, clearly articulate the problem statement, your role and responsibilities, the methodologies used, the challenges faced, your design solutions, and the measurable results achieved. Use visuals (journey maps, blueprints, wireframes) effectively.

• Quantify Impact: Wherever possible, present data and metrics that demonstrate the positive impact of your work (e.g., improved user satisfaction scores, reduced process times, increased conversion rates).

• Highlight Collaboration: Emphasize how you worked with multidisciplinary teams and stakeholders, showcasing your communication and facilitation skills.

Challenge Preparation:

• Understand the Context: If given a case study, thoroughly research Multiplica Talent's services, target audience (clients and candidates), and industry.

• Focus on Process: Demonstrate a clear, logical design process. It's often more about how you arrive at a solution than the final output itself.

• Think Strategically: Consider the business objectives and constraints. How does your proposed solution align with Multiplica Talent's goals?

• Practice Articulation: Be prepared to present your thoughts and solutions concisely and confidently, explaining your rationale and answering questions effectively.

📝 Enhancement Note: The interview process is designed to evaluate not only technical design skills but also strategic thinking, problem-solving abilities, and the capacity to collaborate within a dynamic environment. A well-prepared portfolio is essential for success.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Platforms: Proficiency with tools for creating journey maps, service blueprints, and process flows (e.g., Miro, Mural, Lucidchart, Smaply, or similar).

• Prototyping Tools: Familiarity with design and prototyping software such as Figma, Sketch, Adobe XD, InVision, or similar for visualizing user interfaces and interaction flows.

• User Research Tools: Experience with survey platforms (e.g., SurveyMonkey, Typeform), usability testing tools (e.g., UserTesting.com), and qualitative data analysis software.

Analytics & Reporting:

• Data Analysis Tools: Ability to interpret data from analytics platforms (e.g., Google Analytics, Mixpanel, Amplitude) to understand user behavior and service performance.

• Reporting Software: Experience using tools to create dashboards and reports that communicate key service metrics to stakeholders.

CRM & Automation:

• CRM Systems: Familiarity with Customer Relationship Management (CRM) systems (e.g., Salesforce, HubSpot) to understand client and candidate data flows and touchpoints.

• Collaboration Tools: Proficiency with project management and collaboration software (e.g., Jira, Asana, Trello) for working within agile teams.

• Communication Platforms: Expertise in using tools like Slack, Microsoft Teams, and Zoom for daily communication and virtual meetings.

📝 Enhancement Note: The technology stack emphasizes tools used for visualization, research, prototyping, and data analysis, reflecting the multifaceted nature of a Senior Service Designer role focused on operationalizing user experience.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the needs of both clients and candidates in all design decisions.

• Collaboration: A strong belief in the power of teamwork and cross-functional partnerships to achieve optimal outcomes.

• Innovation: A drive to explore new ideas, technologies, and methodologies to create cutting-edge service experiences.

• Data-Driven Decision Making: A reliance on data and evidence to inform design choices and measure success, ensuring accountability and impact.

• Continuous Improvement: A mindset focused on ongoing refinement of services and processes to enhance efficiency and user satisfaction.

Collaboration Style:

• Cross-functional Integration: Actively seeks to work with diverse teams (recruiting, sales, marketing, product) to ensure holistic service design and implementation.

• Open Communication: Encourages transparent dialogue, constructive feedback, and knowledge sharing among team members and stakeholders.

• Agile Partnership: Works seamlessly within agile frameworks, adapting to evolving requirements and contributing actively to team ceremonies.

📝 Enhancement Note: The company's values likely center on client success, innovation in talent solutions, and a collaborative approach to problem-solving, all underpinned by a commitment to user satisfaction and data-informed strategies.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Stakeholder Needs: Navigating the potentially competing needs and priorities of clients, candidates, and internal teams.

• Translating Strategy to Execution: Effectively bridging the gap between high-level service design strategy and practical, day-to-day operational implementation.

• Measuring Intangible Value: Demonstrating the ROI of service design initiatives, particularly those focused on experience and satisfaction, which can be harder to quantify than direct revenue.

• Adapting to Evolving Market Demands: Staying ahead of trends in talent acquisition and employee experience to ensure services remain relevant and competitive.

Learning & Development Opportunities:

• Advanced Design Certifications: Pursuing specialized certifications in service design, UX strategy, or design thinking.

• Industry Conferences: Attending relevant conferences and workshops to gain insights into emerging trends and best practices in talent tech and service design.

• Leadership Training: Developing skills in team management, strategic planning, and stakeholder influence for potential leadership roles.

• Cross-functional Exposure: Gaining deeper understanding of sales, marketing, and recruitment operations to better integrate service design into business functions.

📝 Enhancement Note: The role presents opportunities to tackle complex challenges in the talent industry, fostering continuous learning and professional development in a rapidly evolving market.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you designed from concept to implementation. What were the key challenges, and how did you overcome them?" (Focus on your process, problem-solving, and outcomes.)

• "How do you balance the needs of different user groups (e.g., clients vs. candidates) when designing a service?" (Demonstrate your ability to synthesize diverse requirements.)

Company & Culture Questions:

• "What interests you about Multiplica Talent and our role in the talent industry?" (Research the company's mission, values, and recent work.)

• "How would you foster a user-centric culture within a team that may not have a design background?" (Highlight your ability to communicate design principles and advocate for users.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, use a clear story arc: problem, your role, process, solution, and impact.

• Be Specific and Concise: Avoid jargon where possible, and clearly explain technical terms. Focus on the "what," "why," and "so what" of your work.

• Prepare for Questions: Anticipate questions about your design choices, limitations, and alternative approaches. Be ready to defend your decisions with rationale.

• Showcase Collaboration: Highlight instances where you worked effectively with other disciplines to achieve a common goal.

📝 Enhancement Note: Preparation should focus on demonstrating not just design skills, but also strategic thinking, problem-solving capabilities, and the ability to integrate service design into a business context, particularly within the talent solutions industry.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided application link on Workable.

• Portfolio Customization: Prepare your portfolio to highlight projects that demonstrate your expertise in service design, user research, and process optimization, specifically tailored to a talent solutions or HR tech context.

• Resume Optimization: Ensure your resume clearly articulates your 5+ years of experience, relevant skills (e.g., Design Thinking, Journey Maps, User Research), and quantifiable achievements in service design or UX.

• Interview Preparation: Practice articulating your design process, problem-solving approach, and the impact of your past work. Be ready to discuss your understanding of the talent industry and Multiplica Talent's role within it.

• Company Research: Thoroughly research Multiplica Talent, its services, target audience, and company culture. Understand their mission and how service design can contribute to their success in connecting talent with opportunities.

⚠️ 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.