Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Multiplica Talent

Location: Lima, Callao Region, Peru

Job Type: Full-Time

Category: Service Design / UX / Research

Date Posted: June 05, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• This role is pivotal in bridging business objectives with user needs through comprehensive service design and research methodologies.

• Responsibilities include crafting end-to-end service experiences, from front-end interactions to back-end processes, ensuring seamless user journeys.

• A strong emphasis is placed on qualitative research, employing a variety of techniques to uncover deep user insights and inform design decisions.

• The Service Designer will be instrumental in facilitating co-creation workshops, aligning stakeholders, and translating business strategy into actionable, user-centric service proposals.

📝 Enhancement Note: The role is for a top banking client, implying a need for understanding complex financial services, regulatory environments, and enterprise-level solutions. The hybrid model (3 days in office) suggests a collaborative environment within a larger organization, requiring strong interpersonal and stakeholder management skills.

📈 Primary Responsibilities

• Lead the design and implementation of end-to-end service experiences, encompassing both front-end user interactions and back-end operational processes.

• Develop detailed service blueprints, customer journey maps, and ecosystem maps to visualize and optimize service delivery.

• Design and execute qualitative research initiatives, including in-depth interviews, field observations, concept testing, and usability studies, to gather critical user insights.

• Facilitate ideation, prioritization, alignment, and visioning workshops with cross-functional teams and stakeholders to co-create desirable, viable, and feasible value propositions.

• Translate business strategy and user insights into innovative service designs and value propositions that meet business objectives and technical feasibility.

• Collaborate closely with technology teams, developers, and business stakeholders to ensure alignment and successful implementation of service designs.

• Leverage knowledge of current technology trends, solutions, and business models to inform and challenge service design strategies.

• Develop compelling narratives and use storytelling techniques to communicate research findings, design concepts, and strategic recommendations.

• Create prototypes of services, including storyboards, role-playing scenarios, and service blueprints, to illustrate and test proposed solutions.

📝 Enhancement Note: The requirement for 4+ years in both Service Design and UX/Design Research indicates a senior-level role demanding a blend of strategic service design thinking and hands-on user experience research capabilities. The emphasis on "challenging" business strategy suggests a need for a proactive and influential individual.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field is typically expected for roles of this seniority.

Experience:

• Minimum of 4 years of experience in Service Design.

• Minimum of 4 years of experience in UX Design or Design Research.

• Extensive experience in qualitative research methodologies (interviews, shadowing, field studies, diaries, focus groups).

• Proven experience in Service Design tools such as blueprints, customer journey maps, and ecosystem maps.

• Experience in designing and facilitating workshops for ideation, prioritization, alignment, and visioning.

• Experience in translating qualitative and quantitative insights into actionable value propositions.

• Experience with usability testing and presenting findings.

• Experience developing service prototypes (customer journeys, blueprints, storyboards, role-play). Required Skills:

• Advanced proficiency in Service Design methodologies and frameworks.

• Expertise in qualitative research design and execution.

• Strong ability in creating and interpreting Service Blueprints, Customer Journey Maps, and Ecosystem Maps.

• Excellent workshop facilitation and co-creation skills.

• Proficient in storytelling and presenting complex information clearly.

• Strong understanding of business strategy, business models, and value proposition design.

• Familiarity with technology trends and solutions.

• Advanced skills in design tools: Figma (mandatory), Marvel, and others.

• Experience with prototyping tools and techniques for service design. Preferred Skills:

• Experience within the banking or financial services industry.

• Familiarity with A/B testing and quantitative analysis.

• Experience with Agile or Lean methodologies.

• Knowledge of service operations and front/back-end integration challenges.

📝 Enhancement Note: The explicit mention of "visioning" and "challenging strategy" implies that candidates should be comfortable with ambiguity and possess strong strategic thinking capabilities beyond typical execution-focused roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing a minimum of 4 years of experience in Service Design and 4 years in UX/Design Research.

• Case studies demonstrating the end-to-end service design process, from initial research and insight generation to final concept and implementation.

• Examples of complex service blueprints, customer journey maps, and ecosystem maps, detailing the scope and impact.

• Evidence of designing and facilitating successful co-creation workshops with diverse stakeholder groups.

• Demonstrations of how qualitative research insights were translated into desirable, viable, and feasible value propositions.

• Examples of service prototypes created to test and communicate design concepts (storyboards, role-play, etc.).

• Documentation of usability testing results and how feedback informed design iterations. Process Documentation:

• Showcase the ability to document and communicate complex service design processes clearly and concisely.

• Provide examples of how you have mapped back-end processes in relation to front-end user experiences.

• Demonstrate understanding of how to align service designs with business strategy and technical feasibility.

• Illustrate how you have managed stakeholder expectations and driven consensus through design processes.

📝 Enhancement Note: The portfolio is critical for this role. Candidates should be prepared to walk through their projects in detail, explaining their thought process, the methodologies used, the challenges faced, and the tangible outcomes achieved, particularly in terms of business impact and user experience improvement.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Service Designer with 5-10 years of experience in Lima, Peru, a competitive salary range would likely be between PEN 8,000 to PEN 14,000 per month, depending on the depth of experience, specific skills, and the client's compensation structure.

Benefits:

• Full payroll coverage from day one.

• 100% coverage of EPS (EsSalud Premier) health insurance.

• Access to a platform for self-directed training and professional development.

• Clear career growth opportunities within Multiplica Talent and its client projects.

• Constant training and development programs to enhance skills.

• Participation in challenging and impactful projects.

• Excellent work environment.

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

📝 Enhancement Note: The salary range is an estimate based on typical compensation for experienced design professionals in Peru. The specific salary will be determined by the client's budget and the candidate's qualifications. The benefits package highlights a strong emphasis on employee well-being and professional growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology and Digital Talent Consulting. Multiplica Talent specializes in connecting companies with top digital talent, focusing on areas like UX, service design, and software development. The client is in the Banking sector, suggesting a regulated, data-driven, and customer-centric environment.

Company Size: While specific numbers aren't provided, Multiplica Talent acts as a talent consultancy, implying it manages a pool of professionals and partners with various client organizations. The client's size in the banking sector suggests a large, established enterprise.

Founded: Information on the founding date of Multiplica Talent is not provided, but their specialization in digital talent suggests a modern, forward-thinking organization.

Team Structure:

• The Service Designer will be part of a team at the client's organization, likely within a digital transformation, product development, or innovation department.

• They will report to a Design Lead, Head of UX, or a similar managerial role within the client's structure.

• Close collaboration is expected with UX Designers, UX Researchers, Product Managers, Business Analysts, Developers, and various business stakeholders across different banking departments. Methodology:

• The role will employ a human-centered design approach, integrating Service Design and UX Research principles.

• Emphasis will be on data-driven decision-making, using insights from qualitative research and user feedback.

• Agile or Lean methodologies may be utilized for project execution, requiring adaptability and iterative development.

• Cross-functional collaboration and workshop facilitation are key to driving alignment and co-creating solutions.

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

📝 Enhancement Note: The company culture at Multiplica Talent likely emphasizes continuous learning, adaptability, and a focus on delivering high-quality digital talent solutions. The client's banking culture will likely be more structured, emphasizing compliance, security, and robust processes.

📈 Career & Growth Analysis

Operations Career Level: This is a senior-level Service Designer role, requiring a significant depth of experience (4+ years in both Service Design and UX/Research). It signifies a professional who can independently lead complex design initiatives, influence strategy, and mentor junior team members.

Reporting Structure: The Service Designer will likely report to a Design Manager, Head of UX, or a Director within the client's digital innovation or product development division. They will work closely with cross-functional teams.

Operations Impact: The role has a direct impact on the client's customer experience, operational efficiency, and potentially revenue by designing services that are desirable, usable, and viable. By understanding business strategy and user needs, the Service Designer helps shape the future of the bank's digital offerings and customer interactions.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of Service Design, such as service strategy, digital service innovation, or operational excellence within financial services.

• Leadership: Progress into a Senior Service Designer, Lead Service Designer, or Design Manager role, overseeing teams and strategic initiatives.

• Cross-Functional Mobility: Transition into roles like Product Management, UX Strategy, or Innovation Management, leveraging a holistic understanding of service delivery.

• Industry Expertise: Become a recognized expert in Service Design for the banking sector, contributing to industry best practices.

📝 Enhancement Note: The "Oportunidad de Línea de Carrera" (Career Line Opportunity) mentioned in the benefits suggests a structured path for advancement within Multiplica Talent or its client engagements. This role is a strong stepping stone for those looking to lead design thinking in large organizations.

🌐 Work Environment

Office Type: The role is specified as Hybrid, requiring 3 days per week in the office. This indicates a structured work environment that balances collaborative in-office work with remote flexibility. The office is likely equipped for design thinking sessions and team collaboration.

Office Location(s): Lima, Callao Region, Peru. Specific office details are not provided but are expected to be in a professional business district within Lima or Callao.

Workspace Context:

• The in-office days will facilitate direct collaboration, brainstorming sessions, and stakeholder meetings, fostering a sense of team cohesion.

• Access to design tools and technology will be provided, supporting the creation of blueprints, journey maps, and prototypes.

• Opportunities for interaction with a diverse range of professionals, including business leaders, developers, and fellow designers, will be abundant.

Work Schedule: A standard Monday to Friday, 9:00 AM to 6:00 PM schedule (40 hours per week) is expected, with the hybrid model allowing for flexibility in remote workdays.

📝 Enhancement Note: The hybrid model is common in professional services and large enterprises, aiming to capture the benefits of in-person collaboration while maintaining employee well-being and flexibility.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter from Multiplica Talent will likely conduct an initial screening to assess basic qualifications and cultural fit.

• Technical Interview (Portfolio Review): A more in-depth interview with a hiring manager or senior designer from the client organization. This will heavily focus on reviewing the candidate's portfolio, discussing past projects, methodologies, and problem-solving approaches.

• Case Study/Workshop Simulation: Candidates may be asked to complete a design challenge or participate in a simulated workshop to assess their practical skills, strategic thinking, and collaboration abilities.

• Stakeholder Interview: An interview with key stakeholders from the client's business or technology teams to evaluate communication skills, ability to align with business needs, and understanding of the banking sector.

• Final Interview: Potentially a final interview with a senior leader to confirm fit and discuss career progression.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio by case study, clearly outlining the problem, your role, the process, key decisions, challenges, and outcomes (quantifiable where possible).

• Highlight Service Design & Research: Emphasize projects that showcase end-to-end service design thinking, including the integration of front-end and back-end processes, and the application of diverse qualitative research methods.

• Showcase Tools & Techniques: Clearly demonstrate your proficiency with Figma, Marvel, blueprinting tools, journey mapping, and workshop facilitation.

• Tell a Story: Use storytelling to articulate your design process and the impact of your work. Explain why you made certain decisions.

• Tailor to Banking: If possible, include projects that demonstrate an understanding of complex industries or regulated environments, or explicitly state how your skills are transferable to the banking sector.

• Be Prepared to Discuss: Be ready to dive deep into any project, explaining your contributions, the team dynamics, and the lessons learned.

Challenge Preparation:

• Understand the Context: If given a case study, take time to understand the business context, user needs, and constraints.

• Define the Problem: Clearly articulate the problem you are trying to solve.

• Outline Your Approach: Detail the research, design, and testing methodologies you would employ.

• Focus on Strategy: Demonstrate strategic thinking by connecting your proposed solutions to business goals and user value.

• Practice Presentation: Be ready to present your approach and findings concisely and effectively, anticipating questions.

📝 Enhancement Note: Given the emphasis on both Service Design and Research, expect questions that probe the integration of these two disciplines and how insights from research directly inform service blueprints and overall service strategy.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (mandatory), Marvel, and potentially other wireframing/prototyping tools.

• Service Design Specific: Tools for creating Service Blueprints, Customer Journey Maps, and Ecosystem Maps (e.g., Miro, Mural, Lucidchart, or specialized software).

• Research Tools: Platforms for conducting remote interviews, surveys, and usability testing (e.g., Zoom, Google Meet, UserTesting.com, SurveyMonkey).

Analytics & Reporting:

• While not a primary focus, familiarity with analytics platforms (e.g., Google Analytics) to understand user behavior on digital touchpoints would be beneficial.

• Tools for synthesizing qualitative research data and generating reports. CRM & Automation:

• Familiarity with CRM systems (e.g., Salesforce) might be advantageous for understanding customer data and touchpoints within the banking context, though not explicitly required.

• Understanding of workflow automation concepts relevant to service delivery.

📝 Enhancement Note: Proficiency in Figma is a non-negotiable requirement. Candidates should be prepared to demonstrate advanced usage and potentially explore plugins or integrations relevant to service design workflows.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the user's needs and experiences in every design decision.

• Collaboration: Valuing teamwork, open communication, and the collective intelligence of diverse teams to achieve optimal outcomes.

• Innovation: A drive to explore new ideas, challenge existing norms, and continuously seek better ways to deliver services.

• Data-Driven Decision-Making: Relying on research insights and performance metrics to inform design choices and validate solutions.

• Business Acumen: Understanding how design impacts business objectives and striving for solutions that are both user-desirable and business-viable.

Collaboration Style:

• Cross-Functional Integration: Actively engaging with diverse teams (business, technology, marketing) to ensure holistic service design and seamless implementation.

• Facilitative Leadership: Guiding discussions and workshops to achieve consensus and drive progress, even without direct authority.

• Constructive Feedback: Open to receiving and providing feedback to foster continuous improvement and learning within the team.

• Knowledge Sharing: Proactively sharing insights, best practices, and learnings to elevate the overall design maturity of the organization.

📝 Enhancement Note: The emphasis on "challenging strategy" and "business acumen" suggests a culture where designers are empowered to be strategic partners, not just executioners.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Stakeholder Landscapes: In a banking environment, managing expectations and aligning diverse stakeholders with potentially competing priorities can be challenging.

• Balancing User Needs with Business Constraints: Ensuring that user-centric designs are also technically feasible, compliant with regulations, and financially viable requires skillful negotiation and creative problem-solving.

• Integrating Digital and Physical Service Touchpoints: Designing seamless experiences that span online platforms, mobile apps, and in-branch interactions presents a significant complexity.

• Driving Adoption of New Design Methodologies: Introducing and embedding advanced service design practices within a traditional banking structure may require significant change management efforts.

Learning & Development Opportunities:

• Industry Specialization: Gaining deep expertise in the financial services sector, understanding its unique user needs, regulatory landscape, and technological advancements.

• Strategic Influence: Developing skills in influencing senior leadership and shaping the strategic direction of digital transformation initiatives.

• Advanced Research Techniques: Exploring and mastering cutting-edge research methodologies relevant to complex service ecosystems.

• Leadership Development: Opportunities to mentor junior designers, lead project teams, and potentially move into management roles.

📝 Enhancement Note: The "challenging projects" and "constant training" mentioned in the benefits directly address these growth opportunities, indicating the company's commitment to employee development in the face of complex challenges.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design a service that integrated complex back-end processes with a simple front-end user experience. What was your approach?" (Focus on process mapping, stakeholder alignment, and user journey design.)

• "How do you ensure your service designs are not only desirable for users but also viable for the business and technically feasible? Can you provide an example?" (Highlight your value proposition design process, business model understanding, and collaboration with technical teams.)

• "Imagine you're tasked with redesigning a core banking service. How would you approach understanding the existing ecosystem and identifying opportunities for innovation?" (Demonstrate your research planning, ecosystem mapping, and strategic analysis skills.) Company & Culture Questions:

• "Why are you interested in working with a client in the banking industry, and what do you see as the biggest service design challenges in this sector?" (Showcase your industry awareness and strategic thinking.)

• "How do you approach collaboration when working with cross-functional teams, especially when there might be differing opinions on design direction?" (Emphasize your facilitation, communication, and stakeholder management skills.)

• "How would you measure the success of a new service you've designed?" (Discuss key metrics, KPIs, and how you tie design outcomes to business objectives like customer satisfaction, operational efficiency, or retention.) Portfolio Presentation Strategy:

• Start with the 'Why': Clearly articulate the problem and the business/user need for each case study.

• Show Your Process: Walk through your research, ideation, design, and testing phases, explaining the rationale behind your choices. Use visuals like journey maps and blueprints.

• Highlight Your Role: Be specific about your contributions, especially in a team setting.

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

• Be Ready for Deep Dives: Anticipate detailed questions about specific methodologies, tools, and decision points.

📝 Enhancement Note: Expect questions that test your ability to connect design decisions to tangible business outcomes and your understanding of the unique constraints and opportunities within the financial services industry.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on Workable.

• Curate Your Portfolio: Select 2-3 of your strongest Service Design and UX Research case studies that best showcase your end-to-end process, strategic thinking, and impact. Ensure they highlight your experience with blueprints, journey maps, qualitative research, and workshop facilitation.

• Tailor Your Resume: Update your resume to prominently feature keywords such as "Service Design," "UX Design," "Design Research," "Customer Journey Mapping," "Service Blueprinting," "Figma," "Qualitative Research," and "Stakeholder Alignment," aligning with the job description. Quantify your achievements where possible.

• Prepare Your Narrative: Practice walking through your portfolio projects, focusing on your problem-solving approach, methodologies, and the tangible results achieved. Be ready to articulate your understanding of the banking industry and how your skills translate.

• Research Multiplica Talent & the Banking Sector: Understand Multiplica Talent's approach to digital talent and research common service design challenges and trends within the banking industry to better align your responses during interviews.

⚠️ 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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