Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Multiplica Talent

Location: Mexico City, Mexico

Job Type: Full-Time

Category: Service Design / GTM Operations

Date Posted: 2026-06-01

Experience Level: 5-10 Years

Remote Status: Hybrid (with potential for remote work within Mexico)

🚀 Role Summary

• This role is focused on enhancing the end-to-end user experience by meticulously understanding, managing, and organizing all service elements.

• The Service Designer will be instrumental in articulating service challenges, identifying opportunities, defining strategic roadmaps, and conceptualizing innovative service solutions.

• A key aspect involves bridging user needs with business objectives through data-driven insights and a strong understanding of business models and behavioral economics.

• The position operates under a "Talent Implant" model, embedding the candidate within BBVA's team, requiring close collaboration with cross-functional design and business units.

📝 Enhancement Note: While the title is "Service Designer," the responsibilities heavily lean into GTM (Go-To-Market) and operational strategy, focusing on process optimization, user journey enhancement, and value delivery within a corporate client (BBVA). The role requires a blend of design thinking and operational execution, making it highly relevant for operations professionals with a design-centric approach. The requirement of not having a recent active selection process with BBVA through another consultancy is a critical application prerequisite.

📈 Primary Responsibilities

• Strategic Service Planning & Execution: Define and implement appropriate tools, methodologies, and communication channels for projects. Develop guidelines for product and service design, creating and meticulously tracking work plans.

• User-Centric Research & Analysis: Plan and execute comprehensive qualitative and quantitative user research, including trend analysis, benchmarking, surveys, user panels, and primary/secondary source analysis. Identify primary and secondary user segments and facilitate workshops with users, stakeholders, and C-suite executives.

• Business & User Objective Alignment: Identify project objectives and scope. Develop strategies that effectively address both business and user needs. Support the structuring of human-centered business models and facilitate data-informed decision-making across various stakeholder groups (employees, customers, shareholders).

• Design Strategy & Solution Evaluation: Ensure a user-centered design (DCU) approach throughout projects. Evaluate proposed solutions and articulate their contribution to business objectives from a user-centric perspective.

• Ideation, Co-creation & Journey Design: Participate in idea generation and alternative solution development for service design challenges. Collaborate with other areas and teams for co-designing services. Design touchpoints, products, and content across the entire user journey and all channels.

• Prototyping & Iteration: Engage in prototyping processes for service design solutions to validate concepts and refine offerings.

• Performance Measurement: Define and track key metrics to evaluate and ensure the efficiency of the service.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on research, strategic planning, and cross-functional collaboration, common in advanced Sales Operations or GTM Strategy roles that require a deep understanding of the customer lifecycle and service delivery. The mention of "service safari" and "ecosystem maps" points to a holistic view of the customer experience beyond just the product.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Business, Psychology, or a related field. Advanced degrees or certifications in Service Design, UX, or Business Strategy are advantageous.

Experience: Minimum of 5 years of progressive experience in Service Design, User Experience (UX) Design, Product Design, or a related strategic role with a strong focus on user-centric methodologies.

Required Skills:

• Service Design Tool Proficiency: Expertise in utilizing service design tools such as Service Blueprints, Customer Journeys, Ecosystem Maps, Stakeholder Maps, Empathy Maps, Customer Lifecycles, Service Safaris, and the Business Model Canvas.

• User Research Expertise: Proven ability to apply and manage user research methodologies, including shadowing, in-depth interviews, surveys, and validation techniques (both qualitative and quantitative).

• Strategic Planning & Risk Analysis: Capability in analyzing and identifying risks, developing prospective solutions, and creating comprehensive strategic plans.

• User-Centered Design & Design Thinking: Strong understanding and practical application of user-centered design principles and Design Thinking methodologies. Ability to articulate concepts, facts, and hypotheses to make informed decisions with consideration for future implications.

• Holistic Design Perspective: Understanding of design's impact on organizational culture, structure, people management, and change management.

• Concept Tangibilization: Ability to translate abstract concepts into tangible design solutions and actionable plans using systemic and visual thinking.

• Business Model Design: Knowledge of business model design principles, tools, and techniques, with the ability to create synergies between business objectives and customer experience.

• Behavioral Economics Application: Understanding and application of cognitive and emotional elements influencing decision-making in design practice.

Preferred Skills:

• Experience with prototyping tools (e.g., Figma, Sketch, Adobe XD).

• Familiarity with agile methodologies and project management frameworks.

• Experience working within large, complex organizations or financial institutions.

• Fluency in English, in addition to Spanish, for potential cross-border collaboration.

📝 Enhancement Note: The extensive list of required skills, particularly those related to strategic frameworks, research methodologies, and business model design, indicates a senior-level role. For operations professionals, these skills translate directly into areas like customer lifecycle management, process mapping, and strategic initiative planning. The emphasis on "Behavioral Economics" suggests a need to understand user motivations for adoption and engagement, crucial for GTM success.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: Showcase 3-5 comprehensive case studies demonstrating a full service design lifecycle, from initial research and strategy definition to concept development, prototyping, and implementation support.

• Process Optimization Examples: Highlight specific instances where your service design work led to measurable improvements in user experience, operational efficiency, or business outcomes. Quantify impact with data where possible.

• Methodology Demonstration: Clearly articulate the methodologies (e.g., Design Thinking, Lean UX, Agile) used in your projects and explain why they were chosen for specific challenges.

• Cross-Functional Collaboration: Provide examples of how you have collaborated with diverse teams (e.g., product, engineering, marketing, operations, business stakeholders) to bring service designs to life.

• Research Synthesis: Include examples of user research synthesis, such as personas, journey maps, or service blueprints, that directly informed strategic decisions and design outcomes.

Process Documentation:

• Workshop Facilitation Materials: Examples of materials used for user research workshops, co-creation sessions, or stakeholder alignment meetings.

• Strategic Framework Artifacts: Samples of strategic documents, business model canvases, or ecosystem maps developed to guide service strategy.

• Design Deliverables: Prototypes, wireframes, or mockups that illustrate the tangible output of your design process.

📝 Enhancement Note: For a Service Designer role with operational implications, the portfolio should go beyond visual design. It must demonstrate a strategic, process-oriented, and results-driven approach. Candidates should be prepared to walk through their thought process, decision-making, and the measurable impact of their work, aligning with the operational focus of improving service delivery.

💵 Compensation & Benefits

Salary Range: Based on the experience level (5-10 years), location (Mexico City), and the specialized nature of Service Design within a major financial institution like BBVA, a competitive annual salary range is estimated between MXN $600,000 to MXN $900,000. This range accounts for industry benchmarks, cost of living in Mexico City, and the demand for these specialized skills.

Benefits:

• Statutory Benefits: Includes all legally mandated benefits in Mexico.

• Superior Benefits: Additional benefits beyond legal requirements, potentially including enhanced health insurance, life insurance, or retirement plans.

• Additional Vacation Days: More than the standard legal vacation allowance, offering increased personal time off.

• Objective-Based Work: Focus on achieving defined goals and KPIs, allowing for autonomy and results-driven performance evaluation.

• Flexible Schedule: Opportunities for flexible working hours, promoting work-life balance and accommodating personal needs.

• Growth Opportunities: Clear pathways for professional development, skill enhancement, and career advancement within Multiplica Talent and potentially BBVA.

• Talent Implant Model: Opportunity to gain experience within a leading financial institution.

Working Hours: Standard full-time hours, likely around 40 hours per week, with an emphasis on objective-based work and flexible scheduling, allowing for adaptation around project needs and personal commitments.

📝 Enhancement Note: Salary estimates are based on aggregated data from job boards, salary survey sites (e.g., Glassdoor, SalaryExpert), and industry-specific compensation reports for mid-to-senior level design and operations roles in Mexico City. The "Talent Implant" model implies a unique benefit of exposure to BBVA's environment.

🎯 Team & Company Context

🏢 Company Culture

Industry: Multiplica Talent operates within the Digital Talent and Consulting sector, specializing in connecting businesses with top digital talent across LATAM, USA, Europe, and Africa. Their client, BBVA, is a global financial services group, indicating a dynamic and regulated corporate environment.

Company Size: Multiplica Talent has a global reach with a distributed workforce, indicating a mid-to-large size consulting firm focused on talent acquisition and management. BBVA is a very large, multinational financial institution.

Founded: Multiplica Talent has 20 years of experience, suggesting a mature and established company with deep expertise in talent recruitment. BBVA was founded in 1857, signifying a long-standing legacy and stability.

Team Structure:

• Operations Team: The candidate will join Multiplica Talent's team, likely comprising recruiters, account managers, and operations specialists who manage client relationships and talent placement.

• Client-Facing Team: Within BBVA, the Service Designer will be part of a "Talent Implant" team, working alongside other designers, product managers, business analysts, and potentially within innovation or digital transformation departments.

• Cross-functional Collaboration: The role necessitates close collaboration with various BBVA departments, including product development, customer experience, marketing, IT, and business strategy teams.

Methodology:

• Talent Management: Multiplica Talent employs sophisticated recruitment methodologies, data analytics for talent matching, and relationship management strategies.

• Service Design & Innovation: Within BBVA, the focus will be on applying user-centric design, Design Thinking, and agile methodologies to create and improve services. Emphasis will be placed on data-driven decision-making, iterative development, and continuous improvement of the customer journey.

Company Website: https://www.multiplicatalent.com/ (Note: The provided URL jobs.workable.com/company/j3UzQqYupcaQf4tVeXDHdh/jobs-at-multiplica-talent is for their job board, the company website is more general.)

📝 Enhancement Note: Understanding the dual context—working for a talent consultancy (Multiplica Talent) while embedded within a large corporate (BBVA)—is crucial. The culture will likely blend the agility and focus of a consultancy with the structured environment and scale of a financial institution.

📈 Career & Growth Analysis

Operations Career Level: This role represents a senior-level position within the Service Design discipline, bridging design strategy with operational execution. It is akin to a Senior Service Designer or a Design Strategist with significant client-facing and project management responsibilities.

Reporting Structure: The Service Designer will likely report to a Design Lead or Manager within Multiplica Talent while working day-to-day as part of the BBVA team, reporting to relevant project or department leads within BBVA for project-specific tasks and guidance.

Operations Impact: The Service Designer's work directly influences customer acquisition, retention, satisfaction, and operational efficiency by optimizing service delivery. Their role is critical in translating user needs into actionable service improvements that drive business value and customer loyalty for BBVA.

Growth Opportunities:

• Skill Specialization: Deepen expertise in specific service design tools, research methodologies, or areas like behavioral economics and business model innovation.

• Leadership Development: Potential to lead service design initiatives, mentor junior designers, and influence strategic direction within BBVA projects.

• Cross-Industry Experience: Gain valuable experience working within the financial services sector, a highly regulated and complex industry, enhancing marketability.

• Client Relationship Management: Develop strong client management skills through the "Talent Implant" model, potentially leading to future consulting or account management roles.

• Permanent Opportunity: While initially placed via Multiplica Talent, there's often potential for direct hiring by the client (BBVA) after a successful engagement period.

📝 Enhancement Note: The growth path emphasizes both specialized design skills and broader operational/strategic capabilities, making it attractive for professionals looking to expand their influence and responsibilities within customer experience and GTM strategy.

🌐 Work Environment

Office Type: The role is described as "Hybrid," suggesting a blend of remote work and on-site presence. Given the "Talent Implant" model at BBVA, the on-site component will likely be at BBVA's offices in Mexico City, fostering collaboration and immersion within the client's environment.

Office Location(s): Mexico City, Mexico. Specific BBVA office locations within Mexico City will be determined based on team placement.

Workspace Context:

• Collaborative Environment: Expect a dynamic, collaborative workspace within BBVA, involving frequent interaction with cross-functional teams, designers, product managers, and business stakeholders.

• Tools & Technology: Access to standard office technology, design software, collaboration platforms, and potentially specialized research or prototyping tools used by BBVA.

• Team Interaction: Opportunities for in-person brainstorming, workshops, client presentations, and team building, alongside remote collaboration tools for seamless communication.

Work Schedule: While a standard 40-hour work week is implied, the emphasis on "objective-based work" and "flexible schedule" suggests a results-oriented approach where individuals can manage their time effectively to meet project deadlines and deliverables, balancing focused work with collaborative sessions.

📝 Enhancement Note: The hybrid nature and client-embedded aspect mean candidates should be prepared for a structured corporate environment at BBVA, with clear expectations for on-site presence and collaboration, balanced by the flexibility offered by the consultancy.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A call with a Multiplica Talent recruiter to assess basic qualifications, experience, and cultural fit. This stage will also verify the "no active process with BBVA" requirement.

• Hiring Manager Interview: An interview with the hiring manager at Multiplica Talent or BBVA to delve deeper into your service design expertise, strategic thinking, and relevant project experience.

• Portfolio Presentation & Case Study: A key stage involving presenting selected case studies from your portfolio, demonstrating your design process, problem-solving skills, and impact. This may include a live case study exercise.

• Team/Stakeholder Interviews: Interviews with potential colleagues and key stakeholders at BBVA to assess collaboration skills, adaptability, and alignment with BBVA's culture and operational needs.

• Final Assessment: A final interview to confirm fit and discuss terms, potentially with senior leadership.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest, most relevant case studies that showcase your end-to-end service design process, problem-solving abilities, and measurable impact.

• Tell a Story: Structure your presentation around a clear narrative: the problem, your approach, the solutions you designed, the process you followed, and the results achieved. Focus on the "why" and "how."

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

• Highlight Collaboration: Emphasize how you worked with cross-functional teams and stakeholders, showcasing your communication and influencing skills.

• Address Operations: For this role, specifically highlight how your service design work impacted operational efficiency, process improvement, or business outcomes.

Challenge Preparation:

• Research BBVA: Understand BBVA's digital offerings, customer segments, and strategic priorities.

• Service Design Fundamentals: Refresh your knowledge on core methodologies like Design Thinking, customer journey mapping, service blueprinting, and user research techniques.

• Behavioral Economics & Business Models: Be ready to discuss how these concepts inform your design decisions and strategic recommendations.

• Problem-Solving: Prepare to tackle hypothetical design challenges related to financial services or customer experience improvement. Think systematically and user-centrically.

📝 Enhancement Note: The portfolio review is paramount. Candidates should prepare to articulate not just the design solutions but the strategic thinking, research validation, and operational considerations that led to those solutions and their subsequent impact.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Platforms: Service Blueprinting tools (e.g., Miro, Lucidchart, Miro), Customer Journey Mapping software, Ecosystem Mapping tools.

• Research & Analysis Tools: Survey platforms (e.g., SurveyMonkey, Typeform), User interview recording tools, Analytics platforms (e.g., Google Analytics, Adobe Analytics if applicable to client context), potentially qualitative data analysis software.

• Prototyping & Wireframing: Figma, Sketch, Adobe XD, InVision, or similar tools for creating interactive prototypes and wireframes.

• Collaboration Suites: Miro, Mural, Microsoft Teams, Slack for remote collaboration, workshops, and documentation.

Analytics & Reporting:

• Data Visualization Tools: Tableau, Power BI, or similar for creating dashboards and reports to track service performance metrics.

• Business Intelligence Tools: Familiarity with BI concepts and tools to interpret data and inform design decisions.

CRM & Automation:

• CRM Systems: Understanding of how CRM systems (like Salesforce, if used by BBVA) store customer data and how service design can optimize CRM interactions.

• Process Automation Concepts: Awareness of how service design can identify opportunities for process automation to improve efficiency and user experience.

📝 Enhancement Note: While the role is "Service Designer," proficiency in tools that support operational analysis, process mapping, and data interpretation is highly valuable, bridging the gap between design and its tangible business impact. Experience with collaborative whiteboarding tools like Miro or Mural is almost a certainty.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the user's needs and experience in all design and operational decisions.

• Collaboration: A strong belief in working together across disciplines and departments to achieve common goals and deliver integrated solutions.

• Data-Driven Decision Making: Utilizing research, analytics, and metrics to inform strategy, validate hypotheses, and measure the impact of design and operational improvements.

• Continuous Improvement: A mindset of ongoing learning, iteration, and optimization to enhance services, processes, and user satisfaction.

• Innovation & Agility: Embracing new ideas, experimenting with solutions, and adapting quickly to changing user needs and market dynamics.

Collaboration Style:

• Cross-Functional Integration: Actively seeks to collaborate with product, engineering, marketing, business, and operations teams, fostering a shared understanding and ownership of the service experience.

• Open Communication & Feedback: Encourages open dialogue, constructive feedback, and transparent sharing of insights and challenges.

• Co-creation & Workshops: Regularly facilitates workshops and co-creation sessions to leverage collective intelligence and build consensus among stakeholders.

• Partnership with Business: Works closely with business units to ensure service designs align with strategic objectives and deliver tangible business value.

📝 Enhancement Note: The values emphasize a proactive, collaborative, and data-informed approach, aligning well with modern operational philosophies that prioritize customer experience and business results.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Large Corporate Structures: Adapting to the processes, hierarchies, and stakeholder dynamics of a large financial institution like BBVA.

• Balancing User Needs with Business Constraints: Finding innovative solutions that satisfy user desires while adhering to regulatory requirements, technical limitations, and business objectives.

• Measuring ROI of Design: Clearly articulating and quantifying the return on investment for service design initiatives, especially in a complex financial environment.

• Driving Behavioral Change: Influencing stakeholders and teams to adopt new service designs and user-centric ways of working.

• Maintaining Momentum: Ensuring continuous improvement and iteration of services post-launch in a dynamic market.

Learning & Development Opportunities:

• Financial Services Sector Expertise: Gaining deep knowledge of the banking and financial services industry, its regulations, and customer needs.

• Advanced Design Methodologies: Exposure to cutting-edge service design techniques and innovation frameworks used within a leading bank.

• Strategic Influence: Opportunity to shape strategic decisions and influence the direction of digital services at a major financial institution.

• Cross-Cultural Collaboration: Working with diverse teams within BBVA and potentially Multiplica Talent's global network.

• Professional Certifications: Potential for sponsored certifications in relevant design, UX, or business strategy fields.

📝 Enhancement Note: The challenges are typical for roles embedded in large corporations and highlight areas where a strong operations mindset can be particularly valuable in driving success. The growth opportunities are substantial, offering deep industry expertise and strategic influence.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you designed from ideation to implementation. What were the key challenges, how did you address them, and what was the measurable impact?" (Focus on your process, user research, stakeholder management, and quantifiable results.)

• "How do you balance user needs with business objectives and technical constraints when designing a new service? Provide an example." (Demonstrate your strategic thinking and ability to find win-win solutions.)

Company & Culture Questions:

• "What interests you about working for BBVA through Multiplica Talent, and what do you know about BBVA's digital strategy or customer experience initiatives?" (Show research and genuine interest.)

• "How do you typically collaborate with product managers, engineers, and business stakeholders? Describe a time you had to influence a team or stakeholder to adopt your design recommendations." (Assess your collaboration and influencing skills.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the Problem, your Approach (Research, Strategy, Design), the Solution (Deliverables), and the Results (Impact, Metrics).

• Emphasize Process & Rationale: Don't just show the final product; explain your thinking, the decisions you made, and the research that informed them.

• Highlight Cross-Functional Input: Showcase how you integrated feedback and collaborated with other teams.

• Connect to Business Value: Clearly articulate how your design work contributed to BBVA's business goals (e.g., increased customer acquisition, improved retention, operational cost savings, enhanced customer satisfaction).

• Be Ready for Deep Dives: Prepare to answer detailed questions about specific aspects of your projects, methodologies, and outcomes.

📝 Enhancement Note: Interviewers will be looking for a blend of strong design thinking, strategic acumen, operational understanding, and excellent communication skills. Demonstrating how your service design work directly translates into tangible business and operational improvements will be key.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on Workable.

• Portfolio Customization: Prepare and select your most relevant service design case studies, ensuring they highlight your experience with user research, strategic planning, process optimization, and quantifiable business impact, particularly if any relate to financial services or complex customer journeys.

• Resume Optimization: Tailor your resume to emphasize keywords related to Service Design, Design Thinking, User Research, Customer Journey Mapping, Business Model Canvas, Behavioral Economics, and any experience with operational improvements or GTM strategy. Quantify achievements wherever possible.

• Interview Preparation: Practice articulating your process, methodologies, and the impact of your work using the STAR method (Situation, Task, Action, Result). Prepare to present your portfolio and engage in hypothetical problem-solving scenarios.

• Company Research: Thoroughly research Multiplica Talent's mission and BBVA's digital transformation efforts, customer service initiatives, and corporate values to tailor your responses and demonstrate genuine interest. Ensure you meet the crucial requirement of not having a recent active selection process with BBVA through another consultancy.

⚠️ 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.