Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Sofka

Location: Quito, Ecuador

Job Type: Full-time

Category: Service Design / Customer Experience Operations

Date Posted: 2026-09-25T14:01:14

Experience Level: Mid-Senior Level (4-6 years)

Remote Status: Hybrid (3 days in office)

🚀 Role Summary

• Design and maintain end-to-end customer journeys and service blueprints, ensuring a holistic view of the service delivery process.

• Facilitate cross-functional workshops to foster shared understanding and alignment among business, product, channel, and technology teams.

• Synthesize qualitative and quantitative data, including metrics and reports, to inform service evolution and maintain up-to-date journey documentation.

• Propose and track concrete continuous improvement initiatives to enhance service delivery and customer satisfaction, with a focus on regulated industries.

📝 Enhancement Note: This role is situated within a technology company that emphasizes a strong culture of continuous improvement and employee development, as evidenced by programs like KaizenHub and Sofka U. The Service Designer will play a pivotal role in transforming service delivery, particularly within a regulated environment, requiring a strategic approach to customer experience and operational efficiency.

📈 Primary Responsibilities

• Develop, document, and continuously update comprehensive customer journeys and service blueprints, ensuring an end-to-end perspective.

• Lead and facilitate collaborative workshops with stakeholders from diverse departments (business, product, channels, technology) to ensure consensus and shared vision.

• Analyze secondary research, performance metrics, and existing reports to identify service gaps and opportunities for enhancement.

• Collaborate closely with the Research team to deepen understanding of user needs and validate service design assumptions.

• Identify, propose, and actively monitor the progress of continuous improvement initiatives aimed at optimizing service delivery and customer value.

• Establish and maintain a structured repository of service design artifacts, adhering to the established methodologies of the Center of Excellence (CoE).

• Leverage Artificial Intelligence responsibly for structuring, synthesizing information, and documenting service-related data.

📝 Enhancement Note: The responsibilities highlight a hands-on approach to service design, requiring not only creation of artifacts but also active stakeholder engagement and data-driven proposal of improvements. The emphasis on a "CoE standards" suggests a need for process adherence and a structured approach to service design operations.

🎓 Skills & Qualifications

Education:

• University degree in Design, Administration, Psychology, Sociology, Communication, Marketing, or a related field.

• Specialization or advanced studies in Service Design, Customer Experience (CX), Journey Mapping, Design Thinking, or Agile methodologies are highly valued. Experience:

• 4 to 6 years of professional experience specifically in Service Design, Customer Experience (CX), or service design roles.

• Demonstrated experience working within regulated industries such as banking or financial services, or in digital transformation initiatives, is a significant advantage. Required Skills:

• Journey Mapping & Service Blueprinting: Advanced proficiency in creating and utilizing these critical service design tools.

• Collaborative Tools: Mastery of digital collaboration platforms such as Figma, Miro, Mural, or equivalent tools for ideation, documentation, and workshop facilitation.

• Workshop Facilitation: Proven ability to lead and facilitate effective workshops with diverse stakeholder groups.

• Data Synthesis & Analysis: Skill in synthesizing information from various sources (research, metrics, reports) to inform design decisions.

• Process Improvement: Ability to identify opportunities and propose actionable steps for enhancing service delivery.

• English Proficiency: Advanced reading comprehension, intermediate conversational skills, and basic writing ability.

Preferred Skills:

• Experience in Agile methodologies and their application to service design.

• Familiarity with Design Thinking principles and their practical implementation.

• Understanding of digital transformation strategies and their impact on service design.

• Experience with AI tools for data structuring, synthesis, and documentation.

📝 Enhancement Note: The requirement for advanced English reading comprehension and intermediate conversational skills, alongside a degree in a broad range of fields, indicates a need for a candidate who can not only perform the technical aspects of service design but also effectively communicate and interpret information in English within a Spanish-speaking work environment. The preference for regulated industry experience points to a need for attention to detail and compliance.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate a strong portfolio showcasing end-to-end service design projects, including detailed customer journey maps and service blueprints.

• Provide examples of how you have synthesized complex information from research and data to inform design decisions and propose improvements.

• Highlight projects where you facilitated cross-functional workshops, illustrating your ability to drive alignment and shared understanding.

• Showcase initiatives where your service design contributions led to measurable improvements in customer experience or operational efficiency, ideally within a regulated context. Process Documentation:

• Evidence of creating and maintaining structured documentation for service design artifacts, adhering to methodological standards.

• Examples of how you have integrated feedback and research findings into ongoing service design processes.

• Demonstrate experience in proposing, tracking, and managing continuous improvement initiatives through documented processes.

📝 Enhancement Note: For this role, the portfolio should not just present finished artifacts but also articulate the process behind their creation. Candidates should be prepared to discuss their methodology for stakeholder engagement, data synthesis, and the implementation and tracking of improvement initiatives, emphasizing clarity and adherence to established frameworks.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for a Service Designer with 4-6 years of experience in Quito, Ecuador, and considering the hybrid work model and specialized requirements (regulated industries, advanced English), a competitive annual salary range would likely be between $28,000 - $40,000 USD.

• This estimate is derived from research into similar roles in the Ecuadorian market, factoring in the company's size and industry, and the specific technical and soft skills required. Benefits:

• Professional Growth Ecosystem: Access to extensive learning tools and programs designed to enhance skills and foster career development, including mentorship and coaching through Sofka U.

• Well-being Programs: Participation in initiatives like "Happy Kaizen" and "WeSofka" focused on physical and emotional well-being.

• Collaborative & Continuous Learning Environment: A supportive culture that encourages knowledge sharing, feedback, and constant improvement.

• KaizenHub Program: A structured program for talent development, combining feedback, mentorship, and coaching in a gamified, challenging format.

• Hybrid Work Model: Flexibility to work remotely with 3 days of in-office presence, allowing for both focused work and in-person collaboration.

Working Hours:

• Full-time position, generally aligning with a standard 40-hour work week. Specific daily schedules are to be confirmed, but flexibility may be offered within operational needs.

📝 Enhancement Note: The salary estimate is based on market data for similar roles in Ecuador, considering the experience level and specialized skills. The benefits package is heavily focused on professional development and employee well-being, reflecting Sofka's emphasis on a supportive and growth-oriented work environment.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Services & Consulting, with a strong focus on digital transformation and providing technological alliances, particularly within the financial services sector.

Company Size: Sofka is a medium-to-large enterprise, indicated by its focus on structured programs like KaizenHub and a dedicated Center of Excellence (CoE). This suggests established processes and a commitment to employee development at scale.

Founded: While the exact founding date isn't provided, Sofka's stated mission to be a trusted technological ally and their investment in comprehensive development programs suggest a company with a solid foundation and a forward-looking vision for digital innovation.

Team Structure:

• The Service Designer will likely be part of a dedicated Customer Experience (CX) or Service Design team, possibly within a broader Digital Transformation or Product Development division.

• This team likely operates under a Center of Excellence (CoE) model, implying standardized methodologies, best practices, and a focus on consistent service delivery across the organization.

• Collaboration is expected across various departments, including Business, Product Management, Technology/Engineering, Research, and potentially Marketing and Sales, highlighting a highly cross-functional operational environment. Methodology:

• Data-Driven Improvement: A core methodology is continuous improvement, driven by synthesizing data from research, metrics, and user feedback.

• Customer-Centric Design: The company prioritizes understanding and meeting customer needs through detailed journey mapping and service blueprinting.

• Collaborative Alignment: Workshops and facilitated sessions are key to building shared understanding and consensus across diverse teams.

• Responsible AI Integration: A forward-thinking approach to leveraging AI for efficiency in data synthesis and documentation.

Company Website: https://www.sofka.com.co/

📝 Enhancement Note: Sofka positions itself as a company that not only provides technology solutions but also invests heavily in its people's growth and well-being. The mention of a "CoE" and specific development programs indicates a structured, yet innovative, operational framework. The Service Designer's role is central to driving this customer-centric transformation.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Mid-Senior level, requiring 4-6 years of specialized experience. It's a key contributor role focused on executing and evolving service design strategies, rather than managing a team directly. The emphasis on leading workshops and proposing initiatives indicates a significant level of autonomy and influence.

Reporting Structure: The Service Designer will likely report to a Service Design Manager, CX Lead, or Head of Digital Transformation, who oversees the CoE or a similar functional group. They will collaborate closely with various department heads and product owners.

Operations Impact: The Service Designer's impact is direct on the customer experience and indirect on operational efficiency. By mapping and optimizing journeys, they aim to reduce friction, improve customer satisfaction, and streamline internal processes that support service delivery. In a regulated industry, this also means ensuring compliance and clarity in service offerings.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of Service Design, CX, or related fields like UX Research or Digital Transformation strategy.

• Leadership: Progress to a Senior Service Designer role, leading more complex projects, mentoring junior designers, or taking on team lead responsibilities within the CoE.

• Cross-Functional Mobility: Transition into related roles within Product Management, Digital Transformation, or CX Strategy, leveraging their deep understanding of customer needs and service delivery.

• Continuous Learning: Benefit from Sofka's extensive learning ecosystem (Sofka U, KaizenHub) for skill enhancement and professional development.

📝 Enhancement Note: The growth path emphasizes both deepening technical expertise in service design and potentially moving into leadership or broader strategic roles within the company's technology and transformation initiatives. The company's investment in development programs suggests a clear commitment to employee advancement.

🌐 Work Environment

Office Type: Hybrid work model, requiring 3 days of in-office presence per week at the Edificio La Previsora in Quito. This suggests a blend of remote flexibility and in-person collaboration.

Office Location(s): Quito, Ecuador, specifically at the Edificio La Previsora, indicating a central and accessible business location.

Workspace Context:

• The office environment is likely designed to foster collaboration, with meeting rooms, breakout spaces, and potentially open-plan areas conducive to workshops and team interactions.

• Access to essential design and collaboration tools (Figma, Miro, Mural) will be provided, supporting both individual work and group activities.

• Opportunities for direct interaction with colleagues from various departments will be frequent, facilitating the cross-functional alignment crucial for this role.

Work Schedule: Full-time, likely adhering to standard business hours but with potential for some flexibility, balanced with the need for consistent collaboration and project delivery. The hybrid model allows for structured workdays that combine focused individual tasks with collaborative team sessions.

📝 Enhancement Note: The hybrid nature of the role implies a need for strong self-management skills while also valuing in-person interaction for brainstorming, alignment, and team cohesion, particularly in a role that relies heavily on facilitation and stakeholder engagement.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess alignment with the core requirements of Service Design, experience in regulated industries, and English proficiency.

• Technical Interview: A discussion focused on your experience with journey mapping, service blueprinting, and collaborative tools. Be prepared to walk through specific projects from your portfolio.

• Workshop/Case Study: You may be asked to facilitate a mini-workshop or present a case study demonstrating your approach to a specific service design challenge, focusing on your problem-solving skills, synthesis abilities, and stakeholder engagement strategies.

• Cultural Fit & Team Interview: An opportunity to discuss Sofka's values, your understanding of continuous improvement (Kaizen), and how you would integrate into the team and collaborative environment.

• Final Interview: Potentially with a senior leader to discuss overall fit, career aspirations, and strategic alignment with the company's goals.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best represent your end-to-end service design process, highlighting your contributions to journey mapping, blueprinting, stakeholder facilitation, and measurable impact.

• Show, Don't Just Tell: Clearly articulate the problem, your process, the tools used, your specific role, the challenges faced, and the outcomes achieved (quantifiable where possible).

• Focus on Process: Emphasize your methodology for research synthesis, ideation, validation, and implementation tracking.

• Highlight Collaboration: Showcase examples of how you worked with different teams and managed stakeholder expectations.

• Address Regulated Industries: If applicable, highlight any experience or understanding of designing services within compliance-heavy environments.

Challenge Preparation:

• Familiarize yourself with Sofka's mission, values, and their approach to continuous improvement (Kaizen).

• Be ready to discuss how you would approach a hypothetical service design challenge for a financial service or regulated industry.

• Practice articulating your thought process clearly and concisely, focusing on user needs, business objectives, and operational feasibility.

📝 Enhancement Note: The interview process emphasizes practical application of service design skills, collaborative capabilities, and alignment with Sofka's unique culture of continuous improvement. A well-prepared portfolio that clearly demonstrates process and impact will be crucial.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Collaboration: Figma, Miro, Mural (or equivalent) are essential for journey mapping, service blueprinting, ideation, and collaborative workshops. Proficiency in at least one is required.

• AI for Operations: Responsible application of Artificial Intelligence for structuring, synthesizing information, and documenting service data. This suggests familiarity with AI tools that can assist in data analysis and report generation.

Analytics & Reporting:

• While not explicitly listed, familiarity with data analysis tools and reporting mechanisms is implied, as the role requires synthesizing metrics and reports to maintain and update journeys. This could include tools for data visualization or basic analytics platforms. CRM & Automation:

• The role involves understanding how services integrate with technology and business areas, suggesting awareness of how CRM systems and other business process automation tools might interact with the customer journey, even if direct CRM management is not a primary responsibility.

📝 Enhancement Note: The explicit mention of Figma, Miro, and Mural highlights the importance of digital collaboration and design tools. The inclusion of AI for data structuring and synthesis points to a modern, efficiency-focused approach to operations within service design. Candidates should be prepared to discuss their experience with these specific tools and their application in a service design context.

👥 Team Culture & Values

Operations Values:

• Continuous Improvement (Kaizen): A fundamental value, encouraging constant refinement of processes and services. This means a proactive mindset for identifying inefficiencies and proposing solutions.

• Customer-Centricity: Placing the customer at the heart of all design decisions, driven by empathy and a deep understanding of user needs.

• Collaboration & Transparency: A strong emphasis on working together across departments, fostering open communication and shared understanding.

• Well-being & Growth: Valuing the physical and mental health of employees, and providing a supportive environment for continuous learning and professional development.

• Technological Innovation: Embracing technology as a key enabler for transforming services and delivering value.

Collaboration Style:

• Workshop-Driven: Expect a highly interactive environment where workshops are a primary method for alignment and ideation.

• Cross-Functional Integration: Seamless collaboration with diverse teams is expected, requiring strong communication and relationship-building skills.

• Feedback-Oriented: A culture that encourages constructive feedback as a tool for mutual growth and process enhancement.

• Process-Minded: Adherence to established methodologies (CoE standards) while remaining open to innovative approaches for efficiency and effectiveness.

📝 Enhancement Note: Sofka's culture is built around continuous improvement, employee well-being, and collaborative innovation. The Service Designer will need to embody these values, actively participating in cross-functional efforts and contributing to a culture of ongoing refinement.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Regulated Environments: Designing services that meet strict compliance requirements while maintaining a seamless customer experience can be complex.

• Cross-Functional Alignment: Achieving consensus and driving adoption of new service designs across diverse departments with potentially competing priorities.

• Data Synthesis Complexity: Effectively synthesizing information from various sources, including potentially siloed data, to inform robust service designs.

• Measuring Impact: Clearly demonstrating the ROI and impact of service design initiatives, especially in areas where direct attribution can be challenging.

Learning & Development Opportunities:

• Deep Dive into Financial Services/Regulated Industries: Gain specialized knowledge and experience in designing services within these complex sectors.

• Advanced AI Applications: Explore and implement AI tools for enhanced data analysis, synthesis, and process automation within service design.

• Leadership in CX/Service Design: Potential to grow into senior roles, leading strategic initiatives, mentoring junior designers, or contributing to the evolution of the CoE's methodologies.

• Broader Transformation Roles: Leverage service design expertise to move into digital transformation, product strategy, or broader CX management roles.

📝 Enhancement Note: This role offers significant opportunities to tackle complex challenges within a regulated industry, refine advanced service design methodologies, and leverage new technologies like AI. The company's commitment to learning provides a strong foundation for professional growth.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design a service for a regulated industry. What were the key challenges and how did you address them?" (Focus on compliance, user experience, and process.)

• "How do you approach facilitating a workshop with stakeholders from different departments (e.g., business, tech, legal) to achieve shared understanding of a customer journey?" (Highlight facilitation techniques, conflict resolution, and documentation.)

• "Walk me through a complex customer journey you mapped. What data did you use, what insights did you uncover, and what improvements did you propose?" (Prepare a specific case study from your portfolio.)

• "How would you use AI responsibly in your service design process to synthesize information or document services?" (Showcase awareness of AI's capabilities and ethical considerations.) Company & Culture Questions:

• "What does 'continuous improvement' or 'Kaizen' mean to you in the context of service design?" (Relate it to Sofka's values and your own experience.)

• "How do you ensure a customer-centric approach when business or technical constraints are present?" (Demonstrate empathy, problem-solving, and stakeholder negotiation.)

• "Describe a time you collaborated with a research team. How did you integrate their findings into your service design?" (Highlight interdisciplinary collaboration.) Portfolio Presentation Strategy:

• Select Impactful Projects: Choose 2-3 projects that best showcase your end-to-end process, from research and synthesis to blueprinting and proposed improvements.

• Structure Your Narrative: For each project, clearly outline the problem, your role, the methodology used, key deliverables (journeys, blueprints), insights gained, proposed solutions, and any measurable outcomes.

• Emphasize Process & Collaboration: Detail how you worked, not just what you produced. Show your facilitation skills and how you engaged with stakeholders.

• Be Ready for Deep Dives: Anticipate questions about specific design choices, data interpretations, and how you handled challenges.

📝 Enhancement Note: Preparation should focus on demonstrating practical application of service design principles, strong collaborative skills, and an understanding of Sofka's core values, particularly continuous improvement and customer-centricity. Your portfolio is your primary tool for illustrating these capabilities.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on the Sofka opportunities portal.

• Tailor your Resume: Highlight keywords related to Service Design, Customer Experience, Journey Mapping, Service Blueprinting, Figma, Miro, workshop facilitation, and experience in regulated industries. Quantify achievements where possible.

• Prepare Your Portfolio: Curate 2-3 strong case studies that clearly demonstrate your end-to-end service design process, collaborative approach, and impact. Be ready to present and discuss these in detail.

• Research Sofka: Understand their mission, values, and approach to technology and customer service. Familiarize yourself with their Kaizen philosophy and programs like KaizenHub.

• Practice Your Narrative: Be prepared to articulate your experience, skills, and how you can contribute to Sofka's goals, particularly in transforming service delivery.

⚠️ 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.