SERVICE DESIGNER

📍 Job Overview

Job Title: Service Designer

Company: Alicorp S.A.A.

Location: Lima, Peru

Job Type: Full-time

Category: Service Design / Customer Experience Operations

Date Posted: 2026-08-22

Experience Level: 2-5 Years

Remote Status: On-site

🚀 Role Summary

• Orchestrate and evolve end-to-end service experiences by deeply understanding customer and internal stakeholder needs.

• Translate research, data, and insights into actionable opportunities for service innovation and continuous improvement.

• Design comprehensive service solutions, including journeys, blueprints, processes, and interactions, ensuring business viability and organizational feasibility.

• Bridge the gap between customer-facing experiences and internal operations, connecting perceptions with enabling processes, capabilities, and decisions.

• Facilitate cross-functional collaboration and co-creation to drive holistic service design and implementation.

📝 Enhancement Note: This role sits at the intersection of customer experience (CX), operations, and product development, requiring a strong understanding of how internal processes impact external service delivery. It is not a traditional "Sales Operations" or "Revenue Operations" role but shares a common focus on optimizing business processes for better outcomes, albeit from a service design perspective.

📈 Primary Responsibilities

• Conduct in-depth research into the needs, behaviors, expectations, and pain points of customers, users, and internal stakeholders.

• Analyze a wide range of qualitative and quantitative data, including research findings, business metrics, channel performance, and customer feedback.

• Construct detailed service artifacts such as customer journey maps, service blueprints, ecosystem maps, process flows, and interaction designs.

• Identify key friction points, unmet needs, and opportunities for service innovation, enhancement, and continuous improvement.

• Translate user, customer, and business insights into concrete, actionable design opportunities and strategic recommendations.

• Design compelling value propositions, service concepts, user flows, interaction models, and integrated experiences.

• Ensure seamless integration between the customer's perceived experience and the underlying internal processes, capabilities, systems, teams, and decision-making structures.

• Facilitate and lead co-creation sessions, workshops, and alignment meetings with diverse, multidisciplinary teams.

• Develop prototypes for service solutions, experiences, processes, or interactions at various fidelity levels to test and iterate concepts.

• Define and articulate clear design principles, guidelines, and criteria for service experiences.

• Collaborate closely with product, UX, technology, channel, business, and operations teams throughout the design and implementation phases.

• Communicate research findings, identified opportunities, proposed solutions, and strategic recommendations clearly and persuasively to various audiences.

• Support the ongoing evolution of existing services by identifying and recommending improvements to customer experience, operational processes, and service delivery mechanisms.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on research, analysis, and cross-functional collaboration, typical of roles that bridge business strategy with operational execution. The focus on "connecting the visible experience of the customer with the internal processes, capabilities, systems, teams, and decisions that enable it" is a core tenet of effective service operations and CX management.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Industrial Engineering, Industrial Design, or a related field from Humanities (e.g., Psychology, Anthropology, Sociology).

• Completion of courses, specializations, or diplomas in Service Design. Experience:

• Minimum of 2 years of experience in a Service Design role or performing similar functions.

• Proven experience designing customer experiences for digital products. Required Skills:

• Service Design Methodologies: Deep understanding and practical application of service design principles, tools, and frameworks (e.g., journey mapping, service blueprints, co-creation).

• User Research: Expertise in conducting qualitative and quantitative user research to uncover needs, behaviors, and pain points.

• Customer Journey Mapping: Ability to create detailed and insightful customer journey maps that visualize the end-to-end customer experience.

• Service Blueprints: Proficiency in developing service blueprints to map front-stage and back-stage elements, including processes, systems, and people.

• Figma: Intermediate proficiency for prototyping and creating design artifacts.

• Miro: Intermediate proficiency for collaborative ideation, workshop facilitation, and mapping.

• Prototyping: Experience in creating prototypes of varying fidelity to test and validate service concepts and interactions.

• Stakeholder Management: Ability to effectively engage, communicate with, and influence internal and external stakeholders.

• Cross-functional Collaboration: Proven ability to work effectively with diverse teams (product, UX, technology, business, operations).

• Analytical Skills: Ability to analyze qualitative and quantitative data to derive actionable insights.

• Communication Skills: Excellent verbal and written communication for presenting findings, proposals, and recommendations.

• Problem-Solving: Strong ability to identify issues and propose innovative, user-centered solutions.

• Business Acumen: Understanding of how service design contributes to business objectives and organizational feasibility.

Preferred Skills:

• Behavioral Design: Additional training or experience in understanding and designing for human behavior.

• Business Intelligence: Familiarity with BI concepts and tools for data analysis and reporting.

• Research Tools: Experience with qualitative data analysis tools (e.g., Condens, NVivo, Dovetail).

• Innovation Methodologies: Experience with design thinking, lean startup, or other innovation frameworks.

• Process Improvement: Understanding of process mapping and optimization techniques beyond service design artifacts.

• Agile Methodologies: Familiarity with agile development processes.

• English Proficiency: Intermediate level of English for communication and research.

📝 Enhancement Note: The emphasis on both digital product experience design and the broader service ecosystem (processes, internal capabilities) is critical. Candidates should be prepared to demonstrate how they connect user insights to tangible operational improvements and business outcomes. The inclusion of specific tools like Figma and Miro points to a hands-on design role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: Showcase 2-3 comprehensive case studies demonstrating the end-to-end service design process, from research and ideation to prototyping and implementation recommendations.

• Artifact Examples: Include examples of key service design deliverables such as detailed customer journey maps, service blueprints, user personas, and concept proposals.

• Process Visualization: Demonstrate the ability to map complex service processes and identify areas for optimization and efficiency gains.

• Problem-Solution Framing: Clearly articulate the business or user problem addressed, the design approach taken, and the proposed solutions with a focus on value creation.

• Tools Showcase: Highlight your proficiency with tools like Figma and Miro, showcasing how you've used them to facilitate collaboration and visualize complex service systems.

Process Documentation:

• Research & Analysis Documentation: Provide evidence of how you document user research findings, synthesize data, and derive actionable insights.

• Design Iteration Records: Show examples of how you iterate on designs based on feedback and testing, documenting the evolution of concepts.

• Cross-functional Collaboration Documentation: Illustrate how you document workshop outcomes, co-creation sessions, and alignment discussions with various teams.

• Implementation Guidance: Include examples of how you translate service designs into actionable plans or guidelines for implementation teams (e.g., process flow documentation, interaction specifications).

📝 Enhancement Note: For a Service Designer role, the portfolio is paramount. It needs to showcase not just visual design skills but the strategic thinking, research rigor, and process orientation required to design effective services. Emphasis should be placed on demonstrating how design thinking leads to measurable improvements in user experience and operational efficiency.

💵 Compensation & Benefits

Salary Range:

Based on industry benchmarks for Service Designers with 2-5 years of experience in Lima, Peru, the estimated annual salary range is between PEN 60,000 and PEN 90,000. This estimate accounts for the specified experience level, the specialized nature of service design, and the cost of living in Lima.

Benefits:

• Comprehensive health insurance package (medical, dental, vision).

• Opportunities for professional development, including courses, workshops, and certifications in Service Design, UX, and related fields.

• Access to modern design tools and collaborative platforms.

• Participation in innovative projects that impact customer experience across Alicorp's diverse business units.

• Potential for career advancement within Alicorp's growing CX and operations teams.

• Paid time off and holidays.

• Employee assistance programs. Working Hours:

• Standard full-time work week, typically 40 hours.

• While the role is on-site, Alicorp may offer some flexibility in scheduling or hybrid work arrangements depending on team needs and project demands.

📝 Enhancement Note: The salary range is an estimate based on general market data for similar roles in Lima, Peru. Actual compensation will depend on the candidate's specific qualifications, interview performance, and Alicorp's internal compensation structure. The benefits are typical for a large organization in the FMCG sector.

🎯 Team & Company Context

🏢 Company Culture

Industry: Alicorp operates in the Fast-Moving Consumer Goods (FMCG) sector, with a significant presence in food, home care, and personal care products across Latin America. This industry context means a strong focus on understanding consumer needs, market dynamics, and efficient supply chain and distribution operations.

Company Size: Alicorp is a large, publicly traded company with thousands of employees, indicating a structured corporate environment with established processes and opportunities for career growth across various departments.

Founded: Founded in 1928, Alicorp has a long history and deep roots in Peru and Latin America, suggesting a stable organization with a commitment to long-term growth and innovation.

Team Structure:

• The Service Designer will likely be part of a dedicated Customer Experience (CX), Innovation, or Digital Transformation team.

• This team may operate with a matrixed structure, collaborating closely with product management, UX/UI design, technology/engineering, marketing, sales, and operations departments.

• Reporting lines will likely be to a CX Lead, Head of Innovation, or a Director overseeing digital and customer-centric initiatives. Methodology:

• Data-Driven Decision Making: Alicorp emphasizes leveraging data and insights to inform strategy and design choices.

• Customer Centricity: A core value is understanding and prioritizing customer needs in all aspects of the business.

• Innovation & Transformation: The company actively seeks to innovate and transform its services and products to remain competitive.

• Cross-functional Collaboration: Projects typically involve collaboration across multiple business units and functional areas to ensure holistic solutions.

Company Website: https://alicorp.com.pe/

📝 Enhancement Note: Alicorp's status as a major FMCG player implies that service design will be crucial for enhancing customer interactions across a broad product portfolio and diverse distribution channels. The company's scale suggests a need for robust, scalable service solutions.

📈 Career & Growth Analysis

Operations Career Level: This is an intermediate-level Service Designer role, requiring a solid foundation in service design principles and practical experience. The role is focused on execution, analysis, and contribution to design strategy, rather than high-level strategic direction or team management, though leadership potential will be developed.

Reporting Structure: The Service Designer will report to a manager or lead within a CX, Innovation, or Digital Transformation function. They will collaborate extensively with stakeholders across product, engineering, marketing, sales, and operations.

Operations Impact: The Service Designer directly influences the customer experience, which in turn impacts brand perception, customer loyalty, and ultimately, revenue. By optimizing service delivery, reducing friction, and driving innovation, this role contributes to operational efficiency, cost reduction, and increased customer lifetime value. The role acts as a crucial link between customer-facing strategies and the operational realities that deliver them.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, such as user research methodologies, behavioral economics, or digital service innovation.

• Leadership: Progress to a Senior Service Designer role, leading complex projects, mentoring junior designers, and contributing more significantly to strategic design initiatives.

• Cross-functional Mobility: Transition into related roles within CX, Product Management, UX Strategy, or Operations Management, leveraging acquired skills.

• Industry Exposure: Gain experience across Alicorp's diverse product categories and business units, broadening industry understanding.

• Advanced Certifications: Pursue advanced certifications in Service Design, Design Thinking, or related fields.

📝 Enhancement Note: The growth path for a Service Designer at a large company like Alicorp is typically defined by increasing complexity of projects, leadership responsibilities, and strategic influence. The role provides a strong foundation for a career focused on customer-centric business transformation and operational excellence.

🌐 Work Environment

Office Type: The role is on-site in Lima, Peru, indicating a traditional office-based work environment. This promotes in-person collaboration, team cohesion, and direct access to colleagues and resources.

Office Location(s): The specific office location in Lima will be provided upon further inquiry or during the interview process. It's expected to be a professional corporate office setting designed to foster collaboration and productivity.

Workspace Context:

• Collaborative Spaces: The office will likely feature meeting rooms, breakout areas, and open-plan spaces conducive to team discussions and brainstorming sessions.

• Tools & Technology: Access to necessary design software (Figma, Miro), high-speed internet, and standard office equipment.

• Team Interaction: Opportunities for regular face-to-face interaction with the immediate design/CX team, as well as project teams from various departments.

Work Schedule:

• A standard 40-hour work week is expected.

• While the role is on-site, there may be flexibility for specific project needs or team-agreed arrangements, but the primary expectation is presence in the office. This structure allows for structured workdays, facilitating deep work and consistent team engagement.

📝 Enhancement Note: The on-site requirement emphasizes the value Alicorp places on in-person collaboration for complex design challenges and cross-functional alignment. It suggests a culture that benefits from direct interaction and spontaneous idea exchange.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of resume and portfolio to assess basic qualifications and relevant experience.

• Hiring Manager Interview: Discussion about your experience, motivations, and understanding of service design principles, focusing on how you approach problem-solving and collaboration.

• Portfolio Presentation & Case Study: A crucial stage where you will present 1-2 key projects from your portfolio. Be prepared to walk through your process, research, design decisions, challenges, and outcomes.

• Skills Assessment/Workshop: You may be asked to participate in a practical exercise or a short workshop simulating a design challenge, testing your problem-solving, ideation, and collaboration skills.

• Team/Stakeholder Interviews: Meetings with potential colleagues from design, product, or operations teams to assess cultural fit, communication style, and ability to work cross-functionally.

• Final Interview: Typically with a senior leader to discuss overall fit, career aspirations, and confirm alignment with the company's vision.

Portfolio Review Tips:

• Storytelling: Frame your case studies as compelling narratives. Clearly define the problem, your role, the process you followed, your key contributions, the challenges faced, and the impact of your solutions.

• Process Focus: Emphasize your methodology and how you leverage research, data, and user insights to inform your design decisions. Showcase your understanding of the entire service design lifecycle.

• Artifact Clarity: Ensure all artifacts (journeys, blueprints, wireframes) are clear, well-annotated, and easy to understand. Explain the purpose and insights derived from each.

• Tool Proficiency: Briefly demonstrate how you've used tools like Figma and Miro effectively to achieve project goals, particularly in collaboration and visualization.

• Impact Metrics: Whenever possible, quantify the impact of your work. This could include improvements in customer satisfaction, reduction in support tickets, increased conversion rates, or operational efficiency gains.

• Tailor to Alicorp: Research Alicorp's business and brands. Try to highlight projects that resonate with their industry or customer base, if applicable.

Challenge Preparation:

• Understand the Brief: If given a case study, thoroughly understand the problem statement, constraints, and objectives.

• Structure Your Approach: Outline your proposed methodology, including research, ideation, prototyping, and validation steps.

• Think Holistically: Consider the end-to-end service experience, including front-stage (customer-facing) and back-stage (operational) elements.

• Be Data-Informed: Even in a hypothetical scenario, consider what data you would seek and how you would use it.

• Collaborative Mindset: If it's a group exercise, actively listen, contribute thoughtfully, and facilitate group progress.

• Articulate Rationale: Be prepared to explain why you're making certain design decisions.

📝 Enhancement Note: The interview process for a Service Designer is heavily reliant on demonstrating practical skills and strategic thinking through a portfolio. Candidates should prepare to articulate their design process and the value they bring to improving both customer experience and operational efficiency.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Essential for creating wireframes, prototypes, user interface designs, and collaborative design documentation. Expect to use it for detailed interaction design and visual representation of service components.

• Miro: Critical for collaborative whiteboarding, ideation sessions, journey mapping, service blueprinting, and stakeholder alignment. Proficiency in facilitating and documenting workshops on Miro is key.

• Qualitative Research Tools (e.g., Condens, Dovetail, NVivo): Desired for managing, analyzing, and synthesizing qualitative data from user interviews and research. This supports evidence-based design decisions.

Analytics & Reporting:

• Business Intelligence Platforms (e.g., Tableau, Power BI - potentially used by other teams): While not directly used for design, understanding how to interpret data from these platforms (pipeline, conversion, operational metrics) is important for informing design decisions and measuring impact.

• Web Analytics Tools (e.g., Google Analytics): For understanding digital user behavior and identifying areas for improvement in digital service touchpoints.

CRM & Automation:

• CRM Systems (e.g., Salesforce, SAP CRM - as used by Alicorp): Understanding how customer data is managed and how the CRM influences customer interactions is beneficial.

• Service Management Tools (e.g., Zendesk, ServiceNow - potentially used by operations): Familiarity with tools that manage customer service interactions and operational workflows can provide context for service design.

• Integration Tools: Awareness of how different systems connect to deliver a seamless service experience.

📝 Enhancement Note: Proficiency in Figma and Miro is non-negotiable for this role. Understanding how to leverage qualitative research tools and interpret data from analytics and CRM systems will significantly enhance a candidate's effectiveness. The emphasis is on tools that support the design and analysis of user experiences and service operations.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A fundamental value driving all design and operational decisions, ensuring that customer needs and satisfaction are prioritized.

• Data-Driven Approach: Emphasizing the use of research, analytics, and insights to inform strategy, design, and continuous improvement efforts.

• Collaboration & Teamwork: Fostering an environment where diverse teams work together effectively to achieve common goals, breaking down silos.

• Innovation & Continuous Improvement: Encouraging a proactive mindset towards identifying opportunities for new services, enhancing existing ones, and optimizing processes.

• Agility & Adaptability: Embracing change and being able to adapt designs and processes to evolving market needs and business objectives.

Collaboration Style:

• Cross-functional Integration: Actively seeking opportunities to collaborate with teams across product, UX, technology, marketing, sales, and operations to ensure holistic service design and implementation.

• Open Feedback Culture: Encouraging constructive feedback exchange during design reviews, workshops, and project retrospectives to refine solutions.

• Knowledge Sharing: Promoting the sharing of insights, best practices, and learnings across teams to build collective expertise in service design and customer experience.

• Co-creation Emphasis: Valuing workshops and co-creation sessions as effective methods for generating innovative ideas and achieving stakeholder buy-in.

📝 Enhancement Note: Alicorp's culture likely emphasizes a blend of traditional corporate structure with a growing focus on customer-centricity and innovation, common in large FMCG companies undergoing digital transformation. The Service Designer is expected to be a catalyst for this customer-centric approach within operational contexts.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business Viability: Effectively navigating the constraints of business objectives, technical feasibility, and organizational capacity while advocating for user needs.

• Cross-functional Alignment: Gaining buy-in and ensuring consistent implementation of service designs across diverse teams with potentially competing priorities.

• Measuring Service Design Impact: Quantifying the ROI of service design initiatives and demonstrating their value to the business through clear metrics.

• Adoption of New Methodologies: Introducing and embedding service design thinking and practices within established operational processes and teams.

• Complexity of Large Organizations: Navigating the intricate structures and decision-making processes of a large corporation like Alicorp.

Learning & Development Opportunities:

• Advanced Service Design Techniques: Pursue specialized training in areas like service journey mapping, ecosystem design, or service innovation frameworks.

• User Research Specialization: Deepen skills in qualitative and quantitative research methodologies, ethnographic studies, and data synthesis.

• Behavioral Design & Psychology: Explore how behavioral economics and psychology can inform more effective service design.

• Business Acumen Development: Gain a deeper understanding of Alicorp's business units, market strategies, and operational challenges.

• Leadership Skills: Develop skills in facilitation, stakeholder management, and project leadership to advance into senior or lead roles.

• Industry Conferences & Communities: Engage with the broader service design and CX community through events and online forums.

📝 Enhancement Note: The challenges highlight the strategic and interpersonal skills required for a Service Designer to be successful within a large, established organization. The growth opportunities are geared towards developing a well-rounded professional capable of driving significant customer experience improvements.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used service design to solve a complex business problem. What was your process, and what was the outcome?" (Focus on demonstrating research, ideation, and impact.)

• "How do you balance the needs of different stakeholders (users, business, operations, technology) when designing a service?" (Highlight your negotiation and empathy skills.)

• "Walk me through a service blueprint you've created. What insights did it reveal, and how did it influence decision-making?" (Showcase your ability to map complex systems and derive actionable insights.)

• "Imagine we need to improve the customer onboarding process for [a specific Alicorp product/service]. What would be your first steps as a Service Designer?" (Demonstrate your structured approach and initial research focus.) Company & Culture Questions:

• "What interests you about working at Alicorp, specifically in this Service Designer role?" (Research Alicorp's mission, values, and recent initiatives. Connect your passion to their goals.)

• "How do you see Service Design contributing to the success of a company in the FMCG sector like Alicorp?" (Show your understanding of the industry and the role of CX.)

• "Describe a challenging cross-functional collaboration experience. How did you navigate it, and what did you learn?" (Focus on your communication, influence, and teamwork skills.) Portfolio Presentation Strategy:

• Select High-Impact Projects: Choose 2-3 projects that best showcase your end-to-end process, problem-solving skills, and impact.

• Structure Your Narrative: For each project, clearly state the problem, your role, the methodology used, key insights, design solutions, challenges overcome, and measurable results.

• Visual Clarity: Ensure your slides are clean, professional, and easy to follow. Use visuals effectively to illustrate your points.

• Focus on "Why": Explain the rationale behind your design decisions at each stage.

• Prepare for Q&A: Anticipate questions about your choices, alternative approaches, and how you would handle specific scenarios.

• Demonstrate Tool Usage: Briefly show how you used Figma and Miro to facilitate collaboration and visualize concepts.

• Quantify Impact: If possible, present metrics that demonstrate the success of your designs.

📝 Enhancement Note: Interview preparation should focus on demonstrating a deep understanding of the service design process, strong analytical and problem-solving skills, excellent communication and collaboration abilities, and a clear understanding of how service design drives business value, particularly within an FMCG context.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on the Alicorp opportunities portal.

• Curate Your Portfolio: Select your strongest 2-3 service design projects. Ensure they clearly articulate the problem, your process, your contributions, and the impact, using visual artifacts effectively. Tailor your portfolio to highlight relevant experience, especially in digital products and process optimization.

• Optimize Your Resume: Clearly list your experience in Service Design, User Research, Journey Mapping, Service Blueprints, and proficiency with Figma and Miro. Quantify achievements where possible, focusing on contributions to customer experience and operational efficiency.

• Prepare Your Presentation: Practice walking through your selected portfolio projects. Be ready to articulate your design thinking, research methodology, and the rationale behind your decisions. Prepare to discuss challenges and outcomes.

• Research Alicorp: Understand Alicorp's brands, mission, values, and recent business initiatives. Consider how service design can contribute to their goals in the FMCG sector. Prepare thoughtful questions about the role, team, and company.

⚠️ 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.