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 Operations

Date Posted: 2026-04-16

Experience Level: 5-10 Years

Remote Status: Hybrid (3 days in office per week)

🚀 Role Summary

• Spearhead end-to-end service design initiatives, encompassing process mapping, stakeholder alignment, and the development of innovative value propositions.

• Drive comprehensive qualitative research methodologies, including in-depth interviews, field observation, and concept testing, to uncover user needs and business opportunities.

• Facilitate strategic workshops for ideation, prioritization, and alignment, ensuring cross-functional buy-in and cohesive strategy development.

• Leverage a deep understanding of business strategy and emerging technologies to inform service design decisions and challenge existing models where necessary.

• Collaborate closely with technology teams, developers, and business stakeholders to ensure technical feasibility and business viability of proposed service solutions.

📝 Enhancement Note: This role requires a strong blend of strategic thinking, user-centric research, and practical design execution, with a significant emphasis on bridging business objectives with user needs within the banking sector. The hybrid model suggests a need for strong communication and collaboration skills to maintain effectiveness across in-office and remote work.

📈 Primary Responsibilities

• Lead the creation and refinement of comprehensive Service Design Blueprints, Customer Journey Maps, and Ecosystem Maps to visualize and optimize end-to-end customer experiences.

• Design and execute qualitative research studies, utilizing techniques such as in-depth interviews, shadowing, in-home visits, and ethnographic diaries to gather rich user insights.

• Facilitate ideation, prioritization, alignment, and visioning workshops with diverse stakeholder groups, including business, technology, and user representatives.

• Translate user and business insights into compelling, actionable value propositions that are desirable, viable, and feasible.

• Conduct in-depth interviews and usability testing sessions to validate research findings and prototype service solutions.

• Develop and present persuasive storytelling narratives to communicate research findings, design concepts, and strategic recommendations to senior leadership and cross-functional teams.

• Collaborate with UX Designers and Design Researchers to ensure a holistic approach to user experience and service innovation.

• Stay abreast of new technology trends, solutions, and industry best practices to inform service design strategies and drive continuous improvement.

📝 Enhancement Note: The responsibilities highlight a senior-level role where the Service Designer is expected to not only execute but also strategize and lead complex design initiatives, particularly within a regulated industry like banking. The emphasis on co-creating value propositions and aligning with business strategy indicates a need for strong analytical and business acumen.

🎓 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 this level of role.

Experience:

• Minimum of 4 years of experience in a Service Design role.

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

Required Skills:

• Service Design Expertise: High proficiency in creating Service Design Blueprints, Customer Journey Maps, and Ecosystem Maps. Proven ability to map end-to-end processes (front and back-end).

• Qualitative Research: Extensive experience in designing and executing qualitative research, including in-depth interviews, shadowing, in-home visits, ethnographic diaries, and focus groups.

• Workshop Facilitation: Advanced skills in facilitating ideation, prioritization, alignment, and visioning workshops.

• Value Proposition Design: Mandated ability to use qualitative and quantitative insights to co-create desirable, viable, and feasible value propositions.

• Stakeholder Management: Proven ability to align and collaborate effectively with diverse stakeholders across business and technology functions.

• Design Tools: Advanced proficiency in Figma, Marvel, and other relevant design and prototyping tools.

• Prototyping: Practical experience in creating service prototypes (e.g., customer journeys, service design blueprints, storyboards, role-play) to illustrate and test solutions.

• Storytelling & Communication: Strong storytelling and presentation skills for articulating research findings and design concepts.

• Business Acumen: Understanding of business strategy, business models, and the ability to align design initiatives with business objectives.

• Technology Familiarity: Knowledge of new trends, technological solutions, and familiarity interacting with technical roles.

Preferred Skills:

• Experience in generative and validation research projects.

• Familiarity with A/B testing and quantitative research methods to complement qualitative findings.

• Experience with user testing and feedback mechanisms.

📝 Enhancement Note: The combination of 4+ years in both Service Design and UX/Research roles indicates a need for a deeply experienced candidate who can operate at both strategic and tactical levels. The specific mention of banking industry experience is a strong differentiator.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: Showcase at least 2-3 comprehensive case studies demonstrating your end-to-end service design process. These should include examples of Service Blueprints, Customer Journey Maps, and Ecosystem Maps you have developed.

• Research Methodologies: Illustrate your expertise in qualitative research with examples of research plans, participant recruitment strategies, and synthesized findings from methods like in-depth interviews, shadowing, or ethnographic studies.

• Workshop Facilitation: Provide evidence of your facilitation skills, perhaps through workshop agendas, participant feedback summaries, or visual documentation of collaborative sessions.

• Value Proposition & Ideation: Include examples of how you have used insights to co-create value propositions and facilitate ideation sessions, demonstrating your ability to translate insights into tangible solutions.

• Prototyping & Testing: Showcase examples of service prototypes (e.g., storyboards, role-play scenarios, interactive mockups) and any usability testing or validation conducted.

• Tool Proficiency: Briefly mention and ideally showcase work created using Figma, Marvel, or similar design tools.

Process Documentation:

• Workflow Design & Optimization: Demonstrate your ability to map complex front-end and back-end processes, identifying pain points and opportunities for improvement within service delivery.

• Implementation & Automation: While not a primary focus, show how your design recommendations can be implemented and potentially automated, considering technical feasibility.

• Measurement & Analysis: Explain how you would measure the success of designed services, linking back to user satisfaction, business objectives, and operational efficiency.

📝 Enhancement Note: A robust portfolio is critical for this role. Candidates should be prepared to walk through their process, highlight their decision-making, and demonstrate quantifiable impact or clear user/business benefits derived from their work. The focus is on the end-to-end process and strategic impact.

💵 Compensation & Benefits

Salary Range:

For a Service Designer with 5-10 years of experience in Lima, Peru, in the banking sector, the estimated annual salary range is typically between PEN 60,000 and PEN 90,000. This estimation is based on industry benchmarks for senior design roles in Peru, considering the specialized nature of service design and the demand for experienced professionals in the financial industry. Factors influencing the exact salary include the candidate's specific experience, portfolio strength, and the client's compensation structure.

Benefits:

• 100% Planilla Completa: Full employment with all legal benefits and social security contributions from day one.

• 100% EPS Coverage: Comprehensive health insurance plan (Entidad Prestadora de Salud) covering medical expenses.

• Contract Type: Fixed-term contract, initially for 6 months, with renewal possibilities, indicating potential for long-term engagement.

• Hybrid Work Model: Combination of remote work and in-office presence, offering flexibility.

• Work Schedule: Standard Monday to Friday, 09:00 am to 06:00 pm schedule.

• Professional Development: Access to a self-training platform and continuous training opportunities to enhance skills.

• Career Growth: Opportunities for career advancement and participation in challenging projects.

• Work Environment: Emphasis on an excellent work environment and continuous learning.

Working Hours:

• 40 hours per week, Monday to Friday, 09:00 am to 06:00 pm. The hybrid model allows for flexibility in location for 2 days of the week.

📝 Enhancement Note: The salary range is an estimate for the Lima market and the specified experience level. The benefits package is comprehensive, particularly the full payroll coverage and EPS, which are significant advantages in the Peruvian market. The fixed-term contract with renewal is a common structure for project-based roles or initial engagements.

🎯 Team & Company Context

🏢 Company Culture

Industry: Banking & Financial Services (Client's industry). Multiplica Talent specializes in digital talent acquisition and consulting, serving top companies in various sectors, including technology, fintech, and banking.

Company Size: Multiplica Talent likely operates as a medium to large consultancy, given their specialization and client base. Their client is a "Top del rubro de banca," indicating a large, established financial institution.

Founded: Multiplica Talent's founding date is not specified, but their focus on digital talent suggests a modern, forward-thinking approach. Their client, a top banking institution, likely has a long-standing history.

Team Structure:

• Operations Team: The Service Designer will likely be part of a broader digital transformation or product development team within the client's organization. This team may include UX Designers, UX Researchers, Product Managers, Business Analysts, Developers, and Project Managers.

• Reporting Structure: The Service Designer will likely report to a Design Lead, Head of UX, or a Digital Transformation Manager.

• Cross-functional Collaboration: Expect close collaboration with business stakeholders (e.g., product owners, line managers), technology teams (developers, architects), and other design and research professionals. The role emphasizes aligning with and challenging business strategy, requiring strong communication across different functional areas.

Methodology:

• Data-Driven Design: The role emphasizes using both qualitative and quantitative insights to inform design decisions and co-create value propositions.

• Agile & Lean Principles: Given the context of a top banking client and digital talent consultancy, the teams likely operate using agile methodologies, with a focus on iterative development, rapid prototyping, and continuous feedback.

• User-Centricity: A core tenet, with extensive use of research, journey mapping, and usability testing to ensure solutions meet user needs.

Company Website: https://www.multiplicatalent.com/ (This is the general Multiplica Talent website, the client's specific details would be internal to the project)

📝 Enhancement Note: The context of working for a top banking institution through a specialized digital talent consultancy suggests a dynamic, project-driven environment. Candidates should be prepared for a fast-paced setting with a focus on delivering tangible results and driving digital innovation within a highly regulated industry.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Service Designer role, requiring significant experience and strategic capability. It's a pivotal position for driving user-centric innovation and process optimization within the banking sector. The role demands not just execution but also strategic influence and the ability to mentor or guide less experienced team members.

Reporting Structure: The Service Designer will report into a design leadership role within the client's organization, likely a Head of UX, Design Lead, or a Digital Transformation Lead. This structure allows for strategic guidance and integration into broader organizational goals. Collaboration will be extensive with product managers, business analysts, and development teams.

Operations Impact: The Service Designer's impact will be directly tied to enhancing customer experience, streamlining internal processes, identifying new revenue opportunities through service innovation, and ensuring the business's digital offerings are competitive and user-friendly. Their work will influence product roadmaps, operational efficiency, and customer satisfaction scores within the banking client.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, such as financial services UX, complex system design, or advanced research methodologies.

• Leadership: Transition into a Lead Service Designer, Design Manager, or Head of UX role, managing teams and setting design strategy.

• Strategic Consulting: Move into a more strategic consulting role, advising multiple clients on digital transformation and service innovation.

• Cross-Industry Experience: Potentially work on projects with other top-tier clients in different sectors if Multiplica Talent offers broader project rotation.

• Mentorship: Opportunity to mentor junior designers and researchers, developing leadership and coaching skills.

📝 Enhancement Note: This role offers a clear path for career progression within both the consulting firm and the client's organization. The emphasis on strategic business alignment suggests opportunities to grow into roles with greater business impact and leadership responsibility.

🌐 Work Environment

Office Type: The role is designated as Hybrid, requiring 3 days per week in the office. This suggests a modern office environment designed for collaboration, likely featuring open workspaces, meeting rooms, and potentially dedicated design labs or project spaces. The client is a top banking institution, so the office environment is expected to be professional and well-equipped.

Office Location(s): Lima, Peru (specifically in the Callao Region). This location will be the hub for the 3 days of in-office work.

Workspace Context:

• Collaborative Environment: The hybrid model and emphasis on workshop facilitation indicate a strong focus on in-person collaboration, brainstorming, and co-creation. Expect a dynamic workspace that supports teamwork.

• Tools & Technology: Access to standard office technology, reliable internet, and potentially specialized design software and hardware. The company likely provides necessary tools, or candidates are expected to use their own with proper integration.

• Team Interaction: Ample opportunities to interact with the immediate design and research team, as well as broader project teams and business stakeholders during office days.

Work Schedule:

• A structured 40-hour work week (Monday to Friday, 09:00 am to 06:00 pm) is standard. The hybrid arrangement provides flexibility for remote work days, allowing for a balance between focused individual work and collaborative team activities.

📝 Enhancement Note: The hybrid nature of the role implies a need for self-discipline and effective time management. Candidates should be comfortable working independently on remote days and actively participating in collaborative sessions when in the office.

📄 Application & Portfolio Review Process

Interview Process:

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

• Hiring Manager/Design Lead Interview: This interview will focus on your experience in Service Design, UX, and Research, using your resume and portfolio as a guide. Expect questions about specific projects, methodologies, and your approach to problem-solving.

• Portfolio Presentation & Case Study: A key stage will involve presenting 1-2 detailed case studies from your portfolio. You'll be expected to walk through your process, explain your rationale, demonstrate how you used research insights, and articulate the impact of your work. This may include a practical design challenge or a hypothetical scenario.

• Stakeholder/Client Interview: You may meet with key stakeholders from the banking client, such as product owners or business leaders, to assess your ability to align with business strategy, communicate effectively, and understand their specific needs.

• Final Interview: Potentially a final interview with senior leadership at Multiplica Talent or the client to confirm fit and discuss terms.

Portfolio Review Tips:

• Curate Strategically: Select case studies that best represent your Service Design, UX, and Research skills, with a strong emphasis on banking or complex service environments if possible. Highlight end-to-end processes.

• Tell a Story: Structure your case studies as narratives: the problem, your approach, your role, the solutions you designed, the insights you uncovered, and the results/impact.

• Show, Don't Just Tell: Use visuals (maps, diagrams, prototypes, research outputs) to illustrate your process and outcomes.

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

• Explain Your "Why": Be prepared to articulate the rationale behind your design decisions and research methodologies.

• Address Collaboration: Highlight how you worked with stakeholders, developers, and other team members.

Challenge Preparation:

• Familiarize Yourself: Research common service design challenges in the banking industry (e.g., digital onboarding, improving mobile banking features, streamlining loan applications, enhancing customer support).

• Practice Process Mapping: Be ready to quickly map out a hypothetical service process and identify key touchpoints and pain points.

• Simulate Workshop Facilitation: Practice outlining how you would facilitate a workshop for a given problem, including objectives, activities, and expected outcomes.

• Articulate Value: Prepare to clearly define a value proposition based on a given user need or business objective.

📝 Enhancement Note: The portfolio presentation is paramount. Candidates should practice their presentation thoroughly, anticipating questions about their process, decision-making, and impact. The emphasis on banking experience means tailoring examples to that context will be highly beneficial.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & UX Design: Figma (Advanced proficiency required), Marvel (or similar prototyping tools like InVision, ProtoPie).

• Research & Analysis: Tools for qualitative data synthesis (e.g., Dovetail, Miro, Notion), survey tools (e.g., SurveyMonkey, Google Forms), and potentially data analysis tools for quantitative insights.

• Collaboration: Miro, Mural, Confluence, Jira, Slack, Microsoft Teams.

Analytics & Reporting:

• While not a primary analytics role, understanding how to interpret data from tools like Google Analytics, Amplitude, or internal banking analytics platforms will be beneficial for validating research and measuring impact.

CRM & Automation:

• Familiarity with CRM systems (e.g., Salesforce, especially if the client uses it) might be relevant for understanding customer data and journey touchpoints.

• Understanding of workflow automation principles, even if not directly implementing them, is important for designing feasible solutions.

📝 Enhancement Note: Proficiency in Figma is explicitly called out and is a critical requirement. The other tools listed are standard for modern design and research roles. Candidates should be prepared to discuss their experience with these tools and how they leverage them to achieve design outcomes.

👥 Team Culture & Values

Operations Values:

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

• Collaboration: A strong belief in cross-functional teamwork, open communication, and shared ownership of outcomes.

• Innovation: A drive to explore new ideas, challenge the status quo, and find creative solutions to complex problems.

• Data-Driven Decision Making: Utilizing insights from research and analytics to inform design strategy and validate solutions.

• Business Acumen: Understanding and aligning design efforts with overarching business goals and strategic objectives.

• Continuous Improvement: A mindset of iterative refinement, learning from feedback, and constantly seeking ways to optimize processes and experiences.

Collaboration Style:

• Partnership: Working closely with business stakeholders to understand their strategic imperatives and co-create solutions.

• Advocacy: Championing the user's perspective while balancing it with business and technical constraints.

• Facilitation: Acting as a neutral facilitator in workshops to drive consensus and productive outcomes.

• Knowledge Sharing: Openly sharing research findings, design concepts, and learnings with the team and broader organization.

• Feedback Culture: Actively seeking and providing constructive feedback to foster growth and improve design quality.

📝 Enhancement Note: The culture emphasizes a blend of user advocacy and business pragmatism, driven by data and collaborative effort. Candidates who can demonstrate these values in their past experiences will be highly regarded.

⚡ Challenges & Growth Opportunities

Challenges:

• Bridging Business & User Needs: Effectively translating complex business requirements into user-centric solutions while ensuring technical feasibility, especially within a highly regulated banking environment.

• Stakeholder Alignment: Gaining buy-in and managing expectations across diverse stakeholder groups with potentially conflicting priorities.

• Data Synthesis: Effectively synthesizing complex qualitative and quantitative data into actionable insights and clear design recommendations.

• Pace of Change: Keeping up with rapid technological advancements and evolving customer expectations in the digital banking space.

• Measuring Impact: Clearly defining and demonstrating the tangible business and user impact of service design initiatives.

Learning & Development Opportunities:

• Advanced Service Design Techniques: Opportunities to develop expertise in more nuanced service design methodologies and emerging trends.

• Financial Services Domain Knowledge: Deepen understanding of the banking industry, its regulations, and specific customer needs.

• Strategic Leadership: Develop skills in influencing business strategy and leading design initiatives at a higher organizational level.

• Mentorship: Gain experience mentoring junior designers and researchers, honing leadership and coaching abilities.

• Cross-Functional Exposure: Work closely with product, technology, and business teams, broadening understanding of the end-to-end product lifecycle.

📝 Enhancement Note: The challenges presented are typical for senior roles in complex industries like banking. The growth opportunities are substantial, offering a path for both specialization and broader leadership development within the operations and design fields.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used service design to solve a complex business problem. What was your process, what challenges did you face, and what was the outcome?" (Focus on end-to-end process, problem-solving, and impact.)

• "How do you approach aligning diverse stakeholders with potentially conflicting priorities on a new service initiative?" (Highlight stakeholder management, communication, and facilitation skills.)

Company & Culture Questions:

• "What do you know about Multiplica Talent and our client in the banking sector? How do you see your skills contributing to their digital transformation goals?" (Demonstrate research into the company and client, and connect your experience.)

• "How do you foster a user-centric culture within a team or organization, especially in a traditional industry like banking?" (Showcase your understanding of user advocacy and influencing change.)

Portfolio Presentation Strategy:

• Structure for Impact: For each case study, clearly outline: Problem Statement, Your Role, Research & Insights, Design Process & Solutions, Collaboration, and Outcome/Impact.

• Visual Storytelling: Use your Service Blueprints, Journey Maps, and prototypes as visual anchors to guide the audience through your thought process.

• Highlight Key Decisions: Emphasize critical decisions made and the rationale behind them, linking back to research or business objectives.

• Quantify Results: Prepare to discuss metrics, KPIs, or qualitative feedback that demonstrate the success of your work. If precise numbers aren't available, discuss the intended impact and how it would be measured.

• Be Prepared for Questions: Anticipate questions about your process, tools, challenges, and how you would handle specific scenarios relevant to banking.

📝 Enhancement Note: Interviews for this role will heavily leverage your portfolio. Practice presenting your case studies concisely and compellingly, focusing on the "why" behind your actions and the tangible impact of your designs. Be ready to discuss your experience in the banking industry specifically.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workable link.

• Customize Your Resume: Tailor your resume to highlight your 4+ years of Service Design and 4+ years of UX/Research experience. Emphasize achievements related to process mapping, stakeholder management, research execution, and value proposition design, using keywords from the job description.

• Prepare Your Portfolio: Curate 2-3 of your strongest Service Design case studies. Ensure they clearly demonstrate your end-to-end process, research insights, workshop facilitation, prototyping, and measurable impact. Be ready to present these in detail.

• Research the Client: Gain an understanding of the banking industry and common challenges or opportunities in digital transformation within financial services. Familiarize yourself with Multiplica Talent's approach to digital talent consulting.

• Practice Presentation: Rehearse your portfolio presentation, focusing on clear storytelling, articulating your process, and demonstrating your strategic thinking. Be prepared for behavioral and situational questions.

⚠️ 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.