Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Multiplica Talent

Location: Lima, Peru

Job Type: Full-Time

Category: Service Design / UX / Design Research

Date Posted: May 20, 2026

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: Hybrid

🚀 Role Summary

• Drive end-to-end service design initiatives, encompassing both front-end user interactions and back-end process optimization, to enhance customer experiences within the banking sector.

• Conduct comprehensive qualitative and quantitative research, employing methods such as in-depth interviews, field observations, and concept testing to gather actionable insights.

• Develop critical service design artifacts including process blueprints, customer journey maps, and ecosystem maps to visualize and strategize service delivery.

• Facilitate co-creation workshops with cross-functional stakeholders to design and refine value propositions that are desirable, viable, and feasible.

• Leverage a deep understanding of business strategy, technology trends, and user needs to propose innovative and impactful service solutions.

📝 Enhancement Note: The role is explicitly for a Service Designer with significant experience in UX Design and Design Research, indicating a hybrid approach that blends strategic service design with deep user understanding. The focus on the banking industry suggests a need for a candidate who can navigate complex organizational structures and regulatory environments.

📈 Primary Responsibilities

• Design and map comprehensive end-to-end service processes, including both front-end customer touchpoints and back-end operational workflows, ensuring seamless service delivery.

• Conduct in-depth qualitative research, including user interviews, shadowing, in-home visits, and ethnographic diary studies, to uncover user needs, pain points, and opportunities.

• Execute validation research such as concept testing and usability testing to iterate on service designs and ensure efficacy and user satisfaction.

• Develop and present strategic service design artifacts such as Service Blueprints, Customer Journey Maps, and Ecosystem Maps to clearly communicate service flows and identify areas for improvement.

• Facilitate and lead ideation, prioritization, alignment, and visioning workshops with diverse stakeholders, including business leaders, technology teams, and customer representatives.

• Translate research insights (qualitative and quantitative) into compelling value propositions that are desirable for users, viable for the business, and technically feasible.

• Collaborate closely with technology teams, developers, and product managers to ensure technical feasibility and successful implementation of designed services.

• Apply a strong understanding of business strategy and models to align service design initiatives with overarching company objectives and to challenge existing paradigms when necessary.

• Utilize advanced design tools such as Figma and Marvel for prototyping, wireframing, and creating visual representations of service concepts.

• Practice effective storytelling techniques to communicate research findings and design recommendations clearly and persuasively to various audiences.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic thinking, research rigor, and hands-on design execution. The requirement to "challenge when necessary" suggests an environment that values proactive problem-solving and innovation. The specific mention of banking industry context implies a need for understanding of financial services user needs and regulatory frameworks.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Human-Computer Interaction, Social Sciences, Business, or a related field. Master's degree preferred.

Experience: A minimum of 4 years in a Service Designer role and a minimum of 4 years in a UX Designer or Design Researcher role, totaling at least 8 years of combined relevant experience.

Required Skills:

• Over 4 years of progressive experience in Service Design, with a strong portfolio showcasing end-to-end service design projects.

• Over 4 years of experience in UX Design or Design Research, demonstrating proficiency in user-centered design methodologies.

• Expertise in qualitative research methodologies: in-depth interviews, field observation, shadowing, in-home visits, ethnographic studies, and diary studies.

• Advanced proficiency in Service Design tools and frameworks: Service Blueprints, Customer Journey Maps, Ecosystem Maps.

• Proven ability to design and facilitate workshops for ideation, prioritization, alignment, and visioning.

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

• Familiarity with technology trends, solutions, and the ability to interact effectively with technical roles.

• Experience in designing and conducting user interviews and usability testing.

• Advanced proficiency in design and prototyping tools: Figma, Marvel, or similar.

Preferred Skills:

• Experience within the banking or financial services industry.

• Knowledge of quantitative research methods and data analysis.

• Experience with A/B testing and other experimental design techniques.

• Familiarity with agile development methodologies.

• Experience in co-creating value propositions using both qualitative and quantitative insights.

• Ability to challenge business strategy through data-driven insights.

📝 Enhancement Note: The experience requirements are substantial, indicating a need for seasoned professionals. The explicit requirement for "4 years a more" in both Service Designer and UX/Research roles suggests a senior-level position where candidates are expected to lead initiatives and mentor others. The emphasis on business acumen and technological awareness is critical for integrating service design into broader organizational goals.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing at least 3-5 significant Service Design projects, detailing the entire design process from research to implementation.

• Each project should clearly articulate the problem statement, research methodologies used, design artifacts created (e.g., blueprints, journey maps), and the impact/outcomes achieved.

• Demonstrations of how user insights were translated into actionable service improvements and value propositions.

• Evidence of collaboration with cross-functional teams, including technology, business, and marketing.

Process Documentation:

• Examples of detailed Service Blueprints that map out front-stage and back-stage activities, stakeholder interactions, and technology enablers.

• Comprehensive Customer Journey Maps that illustrate user emotions, touchpoints, pain points, and opportunities for service enhancement.

• Documentation of workshop facilitation experiences, including agendas, participant lists, and key outcomes from ideation and alignment sessions.

• Prototypes or mockups of service interactions, illustrating the user experience and service flow across various touchpoints.

• Evidence of iterative design processes, including how feedback from user testing and stakeholder reviews was incorporated.

📝 Enhancement Note: The portfolio requirements are robust, emphasizing a deep dive into the candidate's practical application of service design principles. Candidates should be prepared to present detailed case studies that demonstrate not only design skills but also strategic thinking, research rigor, and the ability to drive business value. The focus is on demonstrating a complete understanding of the service design lifecycle and its impact.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for experienced Service Designers in Lima, Peru, with 8+ years of combined experience in Service Design and UX/Research, working in the banking sector, a competitive annual salary range is estimated to be between PEN 90,000 and PEN 140,000 (approximately USD 24,000 - USD 37,500). This range accounts for the hybrid work model and the comprehensive benefits package.

Benefits:

• Full payroll from day one with 100% benefits.

• 100% coverage of EPS (Entidad Prestadora de Salud) health insurance plan.

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

• Defined career growth opportunities and a clear path for advancement.

• Constant training and development programs to enhance skills and knowledge.

• Opportunity to work on challenging and impactful projects within a leading company.

• Excellent work environment that fosters collaboration and innovation.

Working Hours: Standard working hours are Monday to Friday, 09:00 AM to 06:00 PM (Peru time), totaling 40 hours per week. The hybrid model allows for flexibility with 3 days per week in the office.

📝 Enhancement Note: The salary range is an estimate based on market research for similar roles in Lima, Peru, considering the specified experience level, industry (banking), and the hybrid work arrangement. Benefits are detailed and align with typical offerings for full-time employees in Peru, with a strong emphasis on health coverage and professional development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Consulting (Talent Digital) and Banking (Client Industry). Multiplica Talent operates as a specialized consultancy focused on digital talent acquisition and development, placing professionals into client organizations, in this case, a top-tier banking institution. This dual industry context means candidates will be immersed in the fast-paced world of digital transformation consulting while serving the structured and regulated banking sector.

Company Size: Multiplica Talent is a growing consultancy, likely employing between 50-250 employees, focusing on specialized digital talent. The client, a top-tier bank, is a large enterprise, likely with thousands of employees. This offers exposure to both agile consultancy environments and large corporate structures.

Founded: Multiplica Talent was founded to address the growing demand for specialized digital talent, indicating a modern, forward-thinking approach to talent solutions. The client bank likely has a long-standing history, bringing established processes and a strong market presence.

Team Structure:

• The Service Designer will likely be part of a dedicated design or innovation team within the client's banking organization, potentially reporting to a Head of Design, Innovation Lead, or Product Manager.

• This team will collaborate closely with product managers, UX designers, researchers, developers, business analysts, and various business stakeholders across different banking departments.

Methodology:

• The Service Designer will be expected to employ a user-centered design methodology, integrating research, ideation, prototyping, testing, and iteration.

• Within the banking context, this will involve adhering to strict compliance, security, and data privacy standards while driving innovation.

• Collaboration will be key, utilizing agile principles where applicable to manage project sprints and deliver value incrementally.

Company Website: https://www.multiplicatalent.com/ (for Multiplica Talent)

📝 Enhancement Note: The dual context of a digital talent consultancy and a large banking client is significant. Candidates should be prepared to adapt to the culture and operational pace of both. The banking industry's inherent structure and regulatory environment will likely influence the design process, requiring meticulous documentation and stakeholder alignment.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Mid-Senior to Senior level. The extensive experience requirements (4+ years in Service Design and 4+ years in UX/Research) indicate that the candidate is expected to be a subject matter expert, capable of independently leading complex design initiatives, mentoring junior designers, and influencing strategic decisions. They are not just executing tasks but shaping the design direction and strategy for critical banking services.

Reporting Structure: The Service Designer will report to a design or product leadership role within the client's banking organization. This leader will likely be responsible for the overall product or service strategy and will rely on the Service Designer for deep expertise in user experience and service innovation. Collaboration will be extensive with cross-functional teams, including product managers, engineers, business stakeholders, and potentially legal/compliance departments.

Operations Impact: The Service Designer's impact will be directly tied to enhancing customer experience, improving operational efficiency, and driving adoption of digital banking services. By designing user-centric and efficient services, they will contribute to increased customer satisfaction, reduced support costs, higher conversion rates for financial products, and ultimately, stronger revenue generation and market competitiveness for the bank. Their work is crucial for digital transformation initiatives.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of banking services (e.g., digital payments, wealth management, lending) or advanced design methodologies.

• Leadership: Progress into a Lead Service Designer, Design Manager, or Head of Experience role, managing a team of designers and shaping the overall design vision.

• Strategic Influence: Move into roles focused on product strategy, innovation leadership, or business transformation, leveraging their design thinking and user advocacy skills.

• Cross-Functional Roles: Transition into Product Management or Innovation roles, applying their understanding of user needs and experience design to broader product development.

• Mentorship: Develop leadership skills by mentoring junior designers and contributing to the growth of the design community within the client organization and Multiplica Talent.

📝 Enhancement Note: This role offers significant growth potential due to the critical nature of service design in modern banking. The combination of strategic impact and clear leadership pathways makes it an attractive position for experienced designers looking to make a substantial contribution and advance their careers.

🌐 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, with dedicated spaces for design thinking workshops, team meetings, and focused individual work. The client bank is likely to have professional, well-equipped office spaces in Lima.

Office Location(s): The office is located in Lima, Peru, specifically in the Callao Region. This implies proximity to key business districts and accessibility for employees. Candidates should confirm the specific office address and transportation links.

Workspace Context:

• Collaborative Environment: The hybrid model is designed to foster collaboration, allowing for in-person brainstorming sessions, design reviews, and team-building activities. The office space will likely support these interactions.

• Tools & Technology: The workspace will be equipped with standard office technology, and employees will have access to necessary design software (Figma, Marvel) and collaboration tools. Access to reliable internet and potentially secure network connections will be provided.

• Team Interaction: The 3-day in-office requirement is intended to maximize face-to-face interaction with team members, stakeholders, and leadership, facilitating a strong sense of team cohesion and efficient communication.

Work Schedule: The standard work schedule is Monday to Friday, 09:00 AM to 06:00 PM (Peru time), totaling 40 hours per week. While the core hours are fixed, the hybrid nature allows for some flexibility in how the week is structured, balancing office presence with remote work.

📝 Enhancement Note: The hybrid model is a key aspect of the work environment, balancing the benefits of in-person collaboration with the flexibility of remote work. Candidates should be comfortable with a structured schedule and expect a professional office setting conducive to creative and collaborative work within a large corporate structure.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of applications and portfolios by Multiplica Talent's recruitment team to assess basic qualifications and experience.

• Hiring Manager Interview: An interview with the hiring manager at the client bank to assess strategic thinking, domain knowledge (banking), and cultural fit. This stage often includes a discussion of past projects and how they align with the role's challenges.

• Design Challenge/Portfolio Presentation: A practical exercise or a detailed presentation of the candidate's portfolio. This will likely involve explaining a significant service design project, detailing the process, methodologies, insights, and outcomes. Expect questions on how you tackled specific challenges and collaborated with teams.

• Stakeholder/Team Interview: Meetings with key team members and stakeholders (e.g., product managers, lead developers, business representatives) to evaluate collaboration skills, communication style, and ability to integrate into the existing team dynamic.

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

Portfolio Review Tips:

• Curate Strategically: Select 3-4 of your most impactful projects that best demonstrate your end-to-end service design capabilities, research depth, and strategic thinking, particularly those relevant to complex industries like banking.

• Tell a Story: For each project, clearly articulate the problem, your role and process, the methodologies used, key insights, design decisions, challenges faced, and quantifiable outcomes or impact. Use visuals effectively.

• Highlight Collaboration: Showcase how you worked with stakeholders, developers, and other teams. Emphasize your ability to align diverse perspectives and drive consensus.

• Demonstrate Business Acumen: Explain how your design solutions addressed business goals, contributed to value propositions, and considered technical feasibility and viability.

• Be Prepared for Deep Dives: Anticipate detailed questions about your design choices, research methods, and how you handled constraints or conflicting requirements.

Challenge Preparation:

• Understand the Banking Context: Research current trends, challenges, and user needs in the Peruvian banking sector. Consider how service design can address these.

• Practice Articulation: Rehearse explaining your design process and project outcomes concisely and persuasively. Focus on clear, impactful storytelling.

• Prepare for "How": Be ready to explain the "why" and "how" behind your design decisions, especially regarding methodology selection and trade-offs.

• Simulate Workshop Facilitation: If a workshop simulation is part of the challenge, practice structuring an agenda, setting objectives, and guiding participants through a design exercise.

📝 Enhancement Note: The interview process is likely multi-stage and rigorous, common for senior roles in established industries like banking. A strong, well-prepared portfolio presentation is paramount. Candidates should be ready to demonstrate not only design skills but also strategic thinking, business understanding, and collaborative capabilities.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Advanced proficiency expected for wireframing, prototyping, and collaborative design.

• Marvel: Experience with this or similar prototyping and animation tools is beneficial for creating interactive service mockups.

• Service Design Tools: Proficiency in creating and manipulating Service Blueprints, Customer Journey Maps, Ecosystem Maps, and Value Proposition Canvases. This may involve using dedicated software or advanced features within general design/diagramming tools.

Analytics & Reporting:

• Familiarity with user analytics platforms (e.g., Google Analytics, Amplitude, Pendo) to understand user behavior and inform design decisions.

• Ability to interpret quantitative data and user feedback to complement qualitative research findings.

CRM & Automation:

• While not a direct CRM management role, understanding how CRM systems and customer data influence service design is advantageous.

• Familiarity with workflow automation concepts and how they can be integrated into service designs to improve efficiency.

• Experience with collaboration and project management tools (e.g., Jira, Asana, Trello) for managing design tasks and project timelines.

📝 Enhancement Note: The emphasis is on design and research tools, with a specific requirement for Figma. Candidates should highlight their expertise in creating comprehensive service design artifacts and their ability to leverage data and analytics to inform and validate their designs.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the end-user in all design decisions, ensuring services are intuitive, accessible, and meet genuine needs.

• Collaboration: A strong belief in cross-functional teamwork, open communication, and shared ownership of design outcomes, fostering an environment where diverse perspectives are valued.

• Continuous Improvement: A dedication to iterative design, embracing feedback, learning from mistakes, and constantly seeking ways to optimize service performance and user experience.

• Data-Informed Innovation: Utilizing both qualitative insights and quantitative data to guide design strategies, validate hypotheses, and drive innovative solutions that are grounded in evidence.

• Business Alignment: Understanding and respecting business objectives, ensuring that design solutions are not only user-desirable but also commercially viable and technically feasible.

Collaboration Style:

• Proactive Communication: Regularly engaging with stakeholders, providing updates, seeking feedback, and clearly articulating design rationale.

• Workshop Facilitation: Skilled in leading interactive sessions that encourage participation, generate ideas, and build consensus among diverse groups.

• Cross-Functional Integration: Working seamlessly with product managers, developers, marketers, and business analysts to ensure a holistic approach to service delivery.

• Feedback Loop: Actively seeking and providing constructive feedback within the team and with stakeholders to foster a culture of learning and continuous improvement.

• Empathetic Engagement: Approaching interactions with a deep sense of empathy for colleagues and stakeholders, understanding their perspectives and challenges.

📝 Enhancement Note: The cultural values emphasize a user-first approach, strong collaboration, and a blend of innovation with business practicality. Candidates should demonstrate how they embody these values in their daily work and interactions.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Corporate Structures: Adapting to the established processes, hierarchies, and compliance requirements within a large banking organization.

• Balancing Innovation with Regulation: Designing cutting-edge services while adhering to strict financial industry regulations, security protocols, and data privacy laws.

• Stakeholder Alignment: Gaining buy-in and managing expectations from diverse stakeholders with potentially competing priorities across business, technology, and compliance.

• Measuring Impact: Quantifying the ROI and success of service design initiatives in a complex business environment, requiring robust metrics and attribution.

• Rapid Technological Evolution: Keeping pace with emerging technologies and user expectations while ensuring that service designs remain relevant and future-proof.

Learning & Development Opportunities:

• Industry Exposure: Gaining deep insights into the intricacies of the banking and financial services industry, including its operational challenges and customer needs.

• Advanced Methodologies: Opportunities to explore and implement advanced service design techniques, design thinking frameworks, and user research methods.

• Leadership Development: Potential to mentor junior designers, lead project streams, and grow into leadership positions within the client organization or Multiplica Talent.

• Cross-Disciplinary Learning: Collaborating closely with technology, product management, and business strategy teams, fostering a broader understanding of business operations.

• Continuous Training: Access to a dedicated self-training platform and constant training programs offered by Multiplica Talent to enhance both design and business skills.

📝 Enhancement Note: The challenges presented are typical for senior roles in regulated industries, offering significant opportunities for professional growth and skill development. Candidates should view these challenges as opportunities to build expertise and strategic influence.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service design project where you had to balance user needs with strict regulatory requirements. How did you approach this, and what was the outcome?" (Focus on your process, stakeholder management, and problem-solving.)

• "How would you approach designing a new digital banking service for a specific customer segment (e.g., young professionals, small business owners)? Walk us through your initial steps, research methods, and key considerations." (Demonstrate your end-to-end design thinking and strategic approach.)

Company & Culture Questions:

• "What do you know about the banking industry in Peru, and what are some of the key challenges or opportunities you see for digital service design within this sector?" (Show your research and industry awareness.)

• "How do you typically collaborate with development teams and product managers to ensure your service designs are technically feasible and align with product roadmaps?" (Focus on your teamwork and communication skills.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, use a clear story arc: Problem -> Your Role & Process -> Insights -> Solution -> Impact/Outcome.

• Quantify Impact: Whenever possible, use metrics to demonstrate the success of your designs (e.g., increased conversion rates, reduced support tickets, improved NPS scores).

• Show, Don't Just Tell: Use visuals (diagrams, screenshots, prototypes) to illustrate your work and explain complex concepts effectively.

• Be Prepared for Questions: Anticipate detailed questions about your methodology, design decisions, and how you navigated challenges. Have specific examples ready.

• Tailor to the Role: Emphasize projects that showcase your ability to handle complex systems, stakeholder management, and deliver tangible business value, especially if they have relevance to financial services.

📝 Enhancement Note: Interview questions will likely probe your strategic thinking, problem-solving abilities, and how you apply service design principles in a complex, regulated environment. A well-prepared and compelling portfolio presentation is crucial for success.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on Workable.

• Customize Your Resume: Tailor your resume to highlight your experience in Service Design, UX Design, and Design Research, using keywords from the job description (e.g., Service Blueprints, Customer Journey Maps, Figma, qualitative research, stakeholder alignment, banking industry). Quantify your achievements with metrics whenever possible.

• Prepare Your Portfolio: Ensure your portfolio is up-to-date, well-organized, and showcases your most relevant projects. Be ready to articulate your process, insights, and the impact of your work, particularly for complex projects.

• Research Multiplica Talent and the Banking Industry: Understand Multiplica Talent's mission and approach to talent solutions. Familiarize yourself with current trends, challenges, and user needs in the Peruvian banking sector to demonstrate your industry awareness during interviews.

• Practice Your Storytelling: Rehearse explaining your key projects and your design philosophy clearly and concisely. Be prepared to discuss how you collaborate with teams and drive impact.

⚠️ 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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