Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Multiplica Talent

Location: Lima, Callao Region, Peru

Job Type: FULL_TIME

Category: Service Design / UX / CX Operations

Date Posted: 2026-09-02

Experience Level: Mid-Level (3-5 years)

Remote Status: Hybrid (3 days in office/field)

🚀 Role Summary

• Design and implement end-to-end service experiences, encompassing both digital and analog touchpoints, to enhance customer journeys and business outcomes.

• Conduct strategic and tactical user research, employing a mix of qualitative and quantitative methodologies, to deeply understand user needs, pain points, and behaviors.

• Develop comprehensive service blueprints, journey maps, and process maps to visualize current and future states, identify friction points, and drive service innovation.

• Collaborate closely with digital product teams, stakeholders, and cross-functional groups to ensure seamless integration of service design principles across B2C and B2B initiatives.

• Leverage a strong understanding of Customer Experience (CX) principles to advocate for user-centricity and drive improvements in overall service delivery and satisfaction.

📝 Enhancement Note: The role of Service Designer at Multiplica Talent is framed within a digital talent consultancy context, suggesting a focus on client-facing projects that require the application of service design principles to improve digital products and services for end-users. The hybrid model with "in field" days indicates potential for on-site client work or user observation.

📈 Primary Responsibilities

• Lead the design and implementation of digital and analog services, ensuring a cohesive and user-centric experience.

• Conduct strategic user research, including in-depth interviews, surveys, and observational studies, to gather critical insights for service design.

• Create detailed process maps and service blueprints to articulate complex service ecosystems and identify areas for optimization.

• Design intuitive user journeys that align with business objectives and customer expectations for both B2C and B2B contexts.

• Collaborate with UI and Interaction Designers to translate service design concepts into tangible, user-friendly interfaces for web and mobile applications.

• Implement and iterate on service designs based on user feedback, quantitative data, and market trends to continuously improve service quality.

• Manage stakeholder relationships, effectively communicating design rationale and project progress to secure buy-in and foster collaboration.

• Analyze quantitative data to measure the effectiveness of service initiatives and identify opportunities for data-driven improvements.

• Contribute to the strategic development of CX initiatives, ensuring that service design efforts align with broader customer experience goals.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic thinking (strategic research, CX initiatives) and tactical execution (journey mapping, UI/Interaction design, implementation). The inclusion of both digital and analog services suggests a broad scope of work, potentially involving physical touchpoints alongside digital platforms.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field. Equivalent practical experience will also be considered.

Experience: Minimum of 3 years of professional experience in a Service Designer, UX Designer, CX Designer, or similar role focused on service innovation and user experience.

Required Skills:

• Proven experience as a Service Designer with a strong portfolio showcasing end-to-end service design projects.

• Deep understanding and practical application of strategic user research methodologies (e.g., ethnography, contextual inquiry, diary studies).

• Proficiency in creating process maps, user journey maps, and service blueprints.

• Experience with tactical UX research techniques (e.g., usability testing, user interviews, surveys).

• Knowledge of UI design principles and interaction design for web and mobile applications.

• Experience in designing and implementing digital services (Web/App).

• Experience in designing and implementing analog services (e.g., physical spaces, in-person interactions).

• Familiarity with quantitative research methods and data analysis.

• Experience working on B2C and/or B2B digital initiatives.

• Experience collaborating effectively with digital product teams.

• Solid understanding of Customer Experience (CX) principles and best practices.

• Profound knowledge of qualitative and quantitative research techniques for data acquisition.

• Proficiency in utilizing digital tools for service design processes, including Jira, Miro, Mural, Notion, Figma, and Video-ask.

• Excellent communication, argumentation, and stakeholder management skills.

• High degree of autonomy and self-management. Preferred Skills:

• Experience in consulting or agency environments.

• Familiarity with agile development methodologies.

• Basic understanding of front-end development concepts.

• Experience with service design frameworks beyond standard blueprints and journey maps.

📝 Enhancement Note: The extensive list of required skills emphasizes a comprehensive understanding of the service design lifecycle, from foundational research to implementation and iteration. The specific mention of tools like Miro, Mural, Jira, Notion, Figma, and Video-ask highlights the expected technical proficiency and collaborative approach. The "3 years to more" experience level points to a mid-level role requiring demonstrable expertise.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated collection of at least 3-4 significant service design projects that demonstrate a full lifecycle approach, from problem definition to solution implementation.

• Each project should clearly articulate the business challenge, the user research conducted, the design process followed (including methodologies and tools used), and the measurable impact or outcomes achieved.

• Visual artifacts such as service blueprints, journey maps, process flows, wireframes, and prototypes should be included to illustrate the design thinking and execution.

• Evidence of collaboration with cross-functional teams and stakeholder management should be present.

• Case studies should highlight how qualitative and quantitative data informed design decisions and how service improvements were measured. Process Documentation:

• Demonstrations of well-documented design processes, including how research findings were synthesized and translated into actionable design strategies.

• Examples of how service blueprints or journey maps were used to identify critical touchpoints and pain points within a service ecosystem.

• Documentation showcasing the iterative nature of service design, including how feedback loops were established and utilized for refinement.

• Evidence of using digital tools (e.g., Jira for task management, Miro/Mural for ideation, Figma for prototyping) to facilitate and document the design process.

📝 Enhancement Note: The emphasis on a portfolio demonstrating end-to-end service design and measurable impact is critical. Candidates should be prepared to walk through their thought process, research methodologies, and the specific tools used to achieve desired outcomes, particularly highlighting B2C/B2B initiative success.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Service Designer with 3-5 years of experience in Lima, Peru, the estimated annual salary range is PEN 60,000 - PEN 96,000 (approximately USD 16,000 - USD 26,000). This estimate accounts for the cost of living in Lima, the required experience level, and the competitive nature of digital talent consulting roles.

Benefits:

• 100% Payroll: Full-time employment with complete benefits under the Peruvian payroll system.

• 100% EPS Coverage: Comprehensive health insurance (Entidad Prestadora de Salud) fully covered by the employer.

• Hybrid Work Model: Flexibility with 3 days per week in the office/field and 2 days remote, promoting work-life balance.

• Career Path Opportunities: Clear pathways for professional growth and advancement within Multiplica Talent.

• Challenging Projects: Opportunity to work on diverse and impactful projects for top clients.

• Constant Training: Access to continuous learning and development programs to enhance skills.

• Excellent Work Environment: A supportive and inclusive workplace culture.

• Inclusive Work Environment: Commitment to equal opportunities and diversity, suitable for individuals with disabilities.

Working Hours: Monday to Friday, 09:00 AM to 06:00 PM (Lima time), totaling 40 hours per week, with flexibility inherent in the hybrid model.

📝 Enhancement Note: The salary estimate is based on aggregated data for similar roles in Peru, considering experience levels and the specific benefits offered. The "in field" aspect of the hybrid work model suggests that some days may require on-site client visits or user observation, which is a key differentiator for this role.

🎯 Team & Company Context

🏢 Company Culture

Industry: Digital Talent Consulting / Technology Services. Multiplica Talent operates within the dynamic digital transformation landscape, connecting businesses with specialized digital talent. The company's focus on service design indicates a strong emphasis on user-centricity and innovation within the technology sector.

Company Size: Multiplica Talent is part of a larger organization, likely a mid-sized to large consulting firm, indicated by the structured benefits and career development programs. This size often means a balance between established processes and opportunities for individual impact.

Founded: While the founding date isn't explicitly stated, Multiplica's presence in the digital talent market suggests a relatively modern company, likely established within the last 10-20 years, aligning with the growth of digital transformation services.

Team Structure:

• The Service Designer will likely be part of a dedicated design or digital transformation unit within Multiplica Talent, or embedded within client project teams.

• Reporting will likely be to a Design Lead, Service Design Manager, or a Project Manager, depending on the project structure.

• Collaboration is expected with other designers (UX/UI), researchers, developers, product managers, and client stakeholders. Methodology:

• Data-Driven Design: Emphasis on using both qualitative and quantitative research to inform design decisions.

• User-Centricity: A core principle of understanding and designing for user needs.

• Agile & Iterative Processes: Likely adoption of agile methodologies for project execution and continuous improvement.

• Collaborative Workflows: Encouragement of cross-functional teamwork and open communication.

Company Website: https://www.multiplica.com/ (Note: The provided URL points to the general Multiplica jobs page, the main company website is likely multiplica.com)

📝 Enhancement Note: Multiplica's position as a digital talent consultancy implies that this role will involve working with a variety of clients and industries, requiring adaptability and a broad understanding of digital service design challenges. The "talent" aspect suggests a focus on human-centered solutions.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Mid-Level, typically requiring 3-5 years of dedicated experience in service design. It signifies a level where individuals are expected to independently manage design projects, contribute strategically, and mentor junior team members. The scope involves end-to-end service design, from research to implementation, with a significant focus on stakeholder interaction.

Reporting Structure: The Service Designer will likely report to a Design Manager, Head of Design, or a Senior Project Lead. This structure facilitates guidance on complex projects and career development, while also allowing for significant autonomy in day-to-day tasks and project execution.

Operations Impact: The Service Designer's impact is directly tied to enhancing customer experiences and optimizing service delivery for Multiplica's clients. This translates to improved client satisfaction, increased user adoption of digital services, greater operational efficiency, and ultimately, stronger business outcomes for the clients, which reflects positively on Multiplica's service offerings.

Growth Opportunities:

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

• Leadership: Progress to Senior Service Designer, Design Lead, or Managerial roles, overseeing teams and strategic initiatives.

• Cross-functional Skill Development: Gain exposure to product management, business strategy, and other disciplines through diverse client projects.

• Client Relationship Management: Develop advanced skills in client consultation and strategic advisory.

• Continuous Learning: Access to ongoing training, workshops, and potentially certifications in design and related fields.

📝 Enhancement Note: The growth opportunities suggest a clear career progression within a design-focused consulting environment. The emphasis on client-facing roles means that developing strong communication and strategic advisory skills will be crucial for advancement.

🌐 Work Environment

Office Type: The role is described as "Hybrid," meaning a combination of remote work and in-office presence. The "in field" specification suggests that some days may involve client site visits or user observation, adding a dynamic element to the work environment.

Office Location(s): Lima, Callao Region, Peru. The specific office location within Lima/Callao will likely be provided upon engagement, but it signifies a base for collaborative work and client meetings.

Workspace Context:

• Collaborative Hub: The office serves as a space for team meetings, workshops, brainstorming sessions, and fostering team cohesion.

• Technology-Rich: Access to essential design tools (Figma, Miro, Mural, Notion), project management software (Jira), and communication platforms.

• Cross-functional Interaction: Opportunities to connect with diverse teams, including researchers, developers, and project managers, facilitating a holistic approach to service design.

• Field Work: Potential for on-site visits to client locations for research, observation, or co-creation sessions.

Work Schedule: The standard work schedule is Monday to Friday, 09:00 AM to 06:00 PM (Lima time), totaling 40 hours per week. The hybrid nature allows for flexibility in managing personal and professional commitments.

📝 Enhancement Note: The "in field" component of the hybrid work model is a significant aspect, indicating that this role is not purely desk-bound. Candidates should be prepared for client-site visits which are integral to understanding real-world service contexts.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess qualifications and experience. A brief call may be scheduled to discuss your background and interest.

• Technical/Skills Interview: In-depth discussion about your service design expertise, research methodologies, and tool proficiency. This may include a portfolio walkthrough where you present case studies.

• Case Study/Design Challenge: You might be asked to complete a take-home assignment or a live design exercise simulating a real project scenario. This will assess your problem-solving skills, design thinking process, and ability to articulate solutions.

• Team/Cultural Fit Interview: Meeting with potential team members and hiring managers to evaluate your fit with Multiplica's culture and working style. Emphasis on collaboration, communication, and stakeholder management.

• Final Interview: A discussion with senior leadership to finalize the offer.

Portfolio Review Tips:

• Curate Selectively: Showcase 3-4 of your strongest projects that best represent your end-to-end service design capabilities and impact.

• Tell a Story: For each project, clearly articulate the problem, your role, the methodologies used, key insights, design decisions, and the measurable outcomes. Use visuals effectively.

• Highlight Process: Detail your research methods (qualitative and quantitative), ideation techniques, prototyping, and iteration processes. Explain why you made certain choices.

• Showcase Collaboration: Include examples of how you worked with cross-functional teams and managed stakeholders.

• Quantify Impact: Whenever possible, present data or metrics that demonstrate the success of your service design solutions (e.g., improved conversion rates, reduced support tickets, increased customer satisfaction scores).

• Tool Proficiency: Briefly mention the tools you used within each project (e.g., Figma for prototyping, Miro for ideation, Jira for tracking).

Challenge Preparation:

• Understand the Brief: Carefully read and understand the requirements of any design challenge. Ask clarifying questions if needed.

• Emphasize Process: Focus on demonstrating your structured approach to problem-solving, from research and ideation to solutioning and justification.

• Time Management: Allocate your time effectively across research, ideation, design, and presentation preparation.

• Articulate Rationale: Be prepared to explain the reasoning behind your design decisions and how they address the problem statement.

• Consider Constraints: Think about potential business constraints, technical limitations, and user needs when developing your solution.

📝 Enhancement Note: Candidates should be prepared to present detailed case studies that highlight their ability to conduct comprehensive research, map complex service flows, and implement user-centric solutions that drive measurable business value for clients.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping: Figma (essential for UI/App design and prototyping), Miro, Mural (for collaborative ideation, journey mapping, blueprinting), Notion (for documentation and project management).

• User Research: Video-ask (for asynchronous user interviews), survey tools (e.g., SurveyMonkey, Google Forms), and potentially specialized UX research platforms.

• Project Management: Jira (for task tracking, workflow management, and collaboration with development teams).

Analytics & Reporting:

• Familiarity with web analytics tools (e.g., Google Analytics) to understand user behavior on digital platforms.

• Ability to interpret quantitative research data and present findings clearly.

• Experience with dashboarding tools is a plus, for visualizing service performance metrics. CRM & Automation:

• Understanding of how CRM systems (e.g., Salesforce) and marketing automation platforms impact customer journeys.

• Awareness of how service design can integrate with or influence these systems.

• Familiarity with integration concepts to ensure seamless digital service delivery.

📝 Enhancement Note: The explicit mention of Figma, Miro, Mural, Notion, Video-ask, and Jira indicates a strong expectation for hands-on proficiency with these collaborative and design-focused tools. Candidates should be comfortable using these extensively in their daily work.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A fundamental value, placing the user at the heart of all design and service decisions.

• Collaboration: Emphasis on teamwork, open communication, and cross-functional synergy to achieve shared goals.

• Innovation: Encouraging creative problem-solving and the exploration of new ideas and technologies to deliver cutting-edge solutions.

• Excellence: Striving for high-quality outcomes, attention to detail, and continuous improvement in all aspects of work.

• Impact-Driven: Focusing on delivering tangible results and measurable value for clients through effective service design.

Collaboration Style:

• Cross-functional Integration: Actively working with developers, product managers, researchers, and business stakeholders to ensure holistic service delivery.

• Open Dialogue: Encouraging constructive feedback, idea sharing, and transparent communication within and across teams.

• Agile Mindset: Embracing flexibility, iterative development, and adaptability to changing project requirements.

• Knowledge Sharing: Promoting a culture where best practices, learnings, and insights are shared freely among team members.

📝 Enhancement Note: The values emphasize a strong focus on user needs, collaborative problem-solving, and delivering impactful results, which are key for success in a consulting environment that serves diverse clients.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Stakeholder Needs: Effectively managing diverse and sometimes conflicting requirements from various client stakeholders while advocating for the user.

• Translating Insights to Action: Ensuring that research findings are translated into practical, implementable design solutions that deliver measurable value.

• Navigating Complex Systems: Designing services that integrate seamlessly with existing client systems and processes, which may be legacy or complex.

• Measuring Impact: Developing robust metrics and reporting mechanisms to demonstrate the ROI of service design initiatives in a tangible way.

• Adapting to Client Contexts: Quickly understanding and adapting to the unique business needs, cultures, and industries of different clients.

Learning & Development Opportunities:

• Advanced Methodologies: Opportunities to learn and apply cutting-edge service design techniques, CX frameworks, and research methods.

• Client Exposure: Gaining experience across a wide range of industries and business challenges, broadening your consulting toolkit.

• Mentorship: Access to senior designers and leaders who can provide guidance on career development and skill enhancement.

• Certification & Training: Support for professional development, including workshops, conferences, and relevant certifications.

• Leadership Track: Potential to move into leadership roles, managing teams and shaping service design strategy for Multiplica and its clients.

📝 Enhancement Note: The challenges highlight the dynamic and often complex nature of consulting work, requiring strong problem-solving skills and adaptability. The growth opportunities are geared towards developing both deep design expertise and broader strategic consulting capabilities.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used strategic user research to inform the design of a new service. What was the outcome?" (Focus on research methodology, insight synthesis, and impact.)

• "How do you approach mapping complex service ecosystems, and what tools do you find most effective for creating service blueprints?" (Highlight process, tools, and visualization skills.)

• "Walk us through a B2B or B2C digital initiative where you were responsible for the end-to-end service design. What were the key challenges and how did you overcome them?" (Showcase end-to-end ownership and problem-solving.)

• "How do you ensure that your service designs are not only user-centric but also align with business objectives and technical feasibility?" (Demonstrate strategic thinking and collaboration.) Company & Culture Questions:

• "What interests you about working for Multiplica Talent specifically, and how do you see your skills contributing to our mission?" (Research Multiplica's values and recent work.)

• "How do you handle disagreements with stakeholders or team members regarding design decisions?" (Showcase communication, negotiation, and collaboration skills.)

• "Describe your experience working in a hybrid or remote environment. How do you maintain productivity and collaboration?" (Address your adaptability to the work model.) Portfolio Presentation Strategy:

• Structure: For each project, clearly define the problem, your role, the methodology, key findings, design solutions, and quantifiable results.

• Visuals: Use high-quality visuals of journey maps, blueprints, wireframes, and prototypes. Explain what each visual represents.

• Narrative: Tell a compelling story that highlights your thought process, problem-solving approach, and the impact of your work.

• Conciseness: Be mindful of time. Focus on the most critical aspects of each project.

• Tool Integration: Briefly mention the tools used in each project and how they facilitated the process.

📝 Enhancement Note: Interview preparation should focus on demonstrating a deep understanding of service design principles, strong research capabilities, proficiency with collaborative tools, and the ability to articulate the business impact of design decisions to diverse stakeholders.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on Workable.

• Curate Your Portfolio: Select 3-4 of your most impactful service design projects. Ensure each project clearly demonstrates your end-to-end process, research methodologies (qualitative and quantitative), design artifacts (blueprints, journey maps), and measurable outcomes. Tailor the project selection to highlight experience with digital services and B2C/B2B initiatives.

• Optimize Your Resume: Highlight your 3+ years of experience in service design, UX research, and CX. Use keywords from the job description, such as "service blueprinting," "journey mapping," "strategic user research," "UI design," "interaction design," and specific tool names (Figma, Miro, Jira). Quantify achievements whenever possible.

• Prepare Your Presentation: Practice walking through your portfolio projects. Be ready to explain your design rationale, the challenges you faced, how you collaborated with teams, and the business impact of your solutions. Prepare specific examples of your stakeholder management and communication skills.

• Research Multiplica: Understand Multiplica Talent's mission, values, and the types of clients they serve. This will help you tailor your application and interview responses to align with their culture and business objectives, particularly their focus on digital talent and transformation.

⚠️ 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.

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