SERVICE DESIGNER QIK

📍 Job Overview

Job Title: SERVICE DESIGNER QIK

Company: Banco Popular Dominicano

Location: Santo Domingo, Dominican Republic

Job Type: Full-time

Category: Service Design / Operations Strategy

Date Posted: July 31, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: On-site

🚀 Role Summary

• Design, improve, and orchestrate user-centered service development, ensuring cohesive and efficient experiences aligned with strategic business objectives.

• Act as a liaison between user needs, internal processes, and organizational technological capabilities, driving operational excellence.

• Analyze customer journeys and identify pain points through qualitative and quantitative research to propose actionable service improvements.

• Facilitate co-creation workshops using Design Thinking methodologies to foster collaboration and drive alignment across multidisciplinary teams.

📝 Enhancement Note: This role is positioned within a financial institution, Banco Popular Dominicano, suggesting a focus on customer experience and process optimization within a regulated industry. The "QIK" in the title might imply a focus on rapid iteration or digital service delivery. The core responsibilities lean heavily into Service Design principles, with a strong emphasis on translating user needs into viable, desirable, and sustainable service solutions that impact operational efficiency and customer satisfaction.

📈 Primary Responsibilities

• Design end-to-end services considering people, processes, technology, and policies by analyzing user needs to ensure service flows and products are operationally and technologically viable, ensuring a coherent and positive user experience.

• Conduct research and analyze customer and user experiences (customer journeys, service blueprints, qualitative and quantitative research) to understand perceptions, identify pain points, and propose mitigation actions.

• Identify operational inefficiencies and service improvement opportunities by cross-referencing research findings with key performance metrics such as cycle times, rework, and operational errors, identifying concrete improvement opportunities that generate value for the customer and the organization.

• Facilitate co-creation and Design Thinking workshops with multidisciplinary teams to build collaborative solutions, drive decisions, and generate alignment among areas involved in the service lifecycle.

• Translate user needs into viable, desirable, and sustainable service solutions by developing concrete proposals (new flows, operational changes, digital improvements, etc.), ensuring solutions effectively address user problems rather than internal assumptions.

• Document service designs (journey maps, service blueprints, stakeholder maps, operational flows) using clear, standardized visual language, and maintain accessible, updated repositories to facilitate common understanding and enable implementation and improvement.

• Collaborate with UX, business, operations, technology, risk, and compliance teams to ensure adequate implementation of services.

📝 Enhancement Note: The detailed responsibilities highlight a hands-on approach to service design, requiring the candidate to not only conceptualize but also deeply analyze current states and collaborate extensively across departments. The emphasis on "operational and technological viability" and "cross-referencing research findings with key performance metrics" indicates a strong link to operations and data-driven decision-making.

🎓 Skills & Qualifications

Education: Bachelor's degree in Industrial Engineering or related fields.

Experience: Experience in managing Service Design, Design Thinking, or similar methodologies. Experience in Service Design, Customer Experience, UX, process improvement, or similar roles.

Required Skills:

• Service Design: Proven ability to design and improve services from an end-to-end perspective.

• Design Thinking: Expertise in applying Design Thinking principles for collaborative problem-solving and innovation.

• Customer Journey Mapping: Skill in mapping and analyzing customer journeys to identify pain points and opportunities.

• Service Blueprints: Proficiency in creating service blueprints to visualize service interactions and operational processes.

• User Research: Experience in conducting qualitative and quantitative user research to gather insights.

• Process Analysis & Improvement: Ability to identify inefficiencies and propose data-driven improvements to operational workflows.

• Cross-functional Collaboration: Demonstrated ability to work effectively with diverse teams (UX, business, tech, risk, compliance).

• Visual Documentation: Skill in creating clear and standardized visual documentation for service designs.

• English Language Proficiency: Fluency in English.

Preferred Skills:

• Operational Metrics Analysis: Ability to leverage metrics like cycle times, rework, and error rates for service improvement.

• Co-creation Workshop Facilitation: Experience in leading productive co-creation sessions.

• Strategic Vision: Ability to align service designs with broader business objectives.

• Agile Methodologies: Familiarity with agile development and iterative design processes.

• UX Design Principles: Understanding of user experience best practices.

📝 Enhancement Note: The "NA" listed under "Requerimientos Aceptados del Puesto" (Accepted Requirements) is unusual and likely a data entry error or placeholder. Based on the detailed responsibilities and "Requerimientos Preferibles," a strong foundation in Industrial Engineering is expected, complemented by specialized knowledge in service design methodologies. The requirement for English proficiency, alongside the primary language of Spanish, suggests an international or multi-lingual operational context within the bank.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Design Case Studies: Showcase at least 2-3 end-to-end service design projects, detailing the problem, user research methodology, design process, proposed solutions (e.g., journey maps, service blueprints), and quantifiable outcomes or impact.

• Process Optimization Examples: Include examples of how you've identified and improved operational inefficiencies, ideally supported by metrics or data visualization.

• User Research Documentation: Samples of user research reports, personas, or archetypes that informed design decisions.

• Collaboration Artifacts: Examples of deliverables produced during co-creation or cross-functional workshops (e.g., affinity diagrams, problem statements).

Process Documentation:

• Demonstrated ability to create and maintain clear, standardized documentation for service designs, including journey maps, service blueprints, and operational flows.

• Experience in managing repositories of service design documentation for accessibility and updates.

• Understanding of how to document processes to facilitate implementation, iteration, and common understanding across teams.

📝 Enhancement Note: A strong portfolio is crucial for this role. Candidates should highlight their ability to not only design but also to analyze, document, and collaborate effectively. The emphasis on "quantifiable outcomes" and "operational inefficiencies" strongly suggests that candidates should be prepared to demonstrate the business impact of their service design work.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Service Designers with 2-5 years of experience in Santo Domingo, the estimated annual salary range is approximately DOP 1,200,000 - DOP 1,800,000 (Dominican Pesos). This estimate considers the cost of living and typical compensation for skilled professionals in the financial sector in the Dominican Republic.

Benefits:

• Comprehensive Health Insurance: Including medical, dental, and vision coverage.

• Retirement Savings Plan: Contributions to a pension fund.

• Paid Time Off: Generous vacation, sick leave, and public holidays.

• Professional Development: Opportunities for training, workshops, and certifications in service design and related fields.

• Employee Assistance Program (EAP): Support services for personal and professional well-being.

• Potential for Performance Bonuses: Based on individual and company performance.

• Life Insurance: Coverage for employees.

Working Hours: Standard full-time work week, approximately 40 hours, with typical business hours. While the role is on-site, there may be some flexibility depending on project needs and team collaboration schedules.

📝 Enhancement Note: Salary estimations are based on general market data for similar roles in the Dominican Republic and may vary based on specific qualifications, negotiation, and the company's internal compensation structure. Benefits are typical for a large financial institution in the region.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking). Banco Popular Dominicano is a leading financial institution in the Dominican Republic, known for its innovation and commitment to customer service. This context implies a focus on security, compliance, and customer trust within its operations.

Company Size: Large Enterprise (over 5,000 employees globally, as per LinkedIn data for Banco Popular Dominicano). This size suggests established processes, potential for significant cross-functional collaboration, and opportunities for impact within a large organization.

Founded: 1962. With a long history, the bank likely has a strong corporate culture, established operational frameworks, and a deep understanding of the local market.

Team Structure:

• The Service Designer will likely be part of a dedicated design, innovation, or digital transformation team, or potentially embedded within a specific business unit focused on customer experience.

• Reporting structure is likely to a Service Design Lead, Head of Innovation, or a CX Manager, with close collaboration with Product Managers, UX Designers, Business Analysts, and Operations Leads.

• Cross-functional collaboration is a cornerstone of this role, involving regular interaction with business stakeholders, IT/technology teams, risk and compliance departments, and customer-facing operational teams. Methodology:

• Data-Driven Insights: Emphasis on using customer data, operational metrics, and user research to inform design decisions and measure impact.

• User-Centric Design: A core philosophy of placing the user at the center of all service development and improvement efforts.

• Collaborative Problem-Solving: Utilizing workshops and co-creation sessions to leverage collective intelligence and ensure buy-in.

• Iterative Improvement: A focus on continuous refinement of services based on feedback and performance data.

Company Website: https://www.bancopopular.com.do/

📝 Enhancement Note: Operating within a large, established bank like Banco Popular Dominicano means navigating established hierarchies and compliance requirements. The Service Designer will need to be adept at influencing stakeholders, demonstrating value through data, and working within a structured environment while driving user-centric innovation.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-level Service Designer, requiring practical experience in applying service design methodologies. It's a crucial role for translating strategic vision into tangible service improvements that impact operational efficiency and customer satisfaction.

Reporting Structure: The Service Designer will report into a leadership role within a design, innovation, or customer experience function. They will work closely with various operational and business units, requiring strong communication and collaboration skills to navigate different departmental priorities and perspectives.

Operations Impact: The Service Designer's work directly influences customer satisfaction, operational efficiency, and potentially revenue through improved service adoption and reduced service costs. Their ability to identify and resolve pain points can lead to significant improvements in customer retention and operational performance.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, such as digital service delivery, customer journey optimization, or operational process redesign.

• Leadership: Progress into senior Service Designer roles, Team Lead positions, or management roles within innovation or customer experience departments.

• Cross-Functional Mobility: Transition into related roles such as UX Strategy, Product Management, Business Analysis, or Operations Management, leveraging their understanding of customer needs and operational processes.

• Continuous Learning: Access to training and development programs to stay current with the latest service design tools, methodologies, and industry trends.

📝 Enhancement Note: The role offers a strong foundation for a career focused on human-centered design within a corporate environment. The growth path is clear, with opportunities to specialize, lead, or move into adjacent operational and strategic roles.

🌐 Work Environment

Office Type: The role is on-site, indicating a traditional office environment within Banco Popular Dominicano's facilities in Santo Domingo. This setting facilitates in-person collaboration, team cohesion, and direct interaction with colleagues and stakeholders.

Office Location(s): Santo Domingo, Dominican Republic. This central location in the capital city provides access to a vibrant business ecosystem and talent pool.

Workspace Context:

• Collaborative Spaces: The office is likely equipped with meeting rooms and collaborative areas conducive to workshops and team discussions.

• Tools & Technology: Access to standard office productivity tools, design software (e.g., Figma, Adobe Creative Suite), and potentially specialized service design platforms.

• Team Interaction: Opportunities for regular face-to-face interaction with fellow designers, project managers, business analysts, and operational teams, fostering a strong sense of teamwork and shared purpose.

Work Schedule: Typically a standard 40-hour work week, Monday to Friday, during business hours. While on-site, flexibility may be available for specific project needs or team collaboration requirements, but the primary expectation is presence in the office.

📝 Enhancement Note: The on-site nature of the role suggests a preference for direct collaboration and team engagement, which can be beneficial for complex design projects requiring intensive brainstorming and stakeholder alignment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio, focusing on relevant experience in service design, customer journey mapping, and process improvement.

• Hiring Manager Interview: Discussion about your background, motivations, and understanding of service design principles. Expect questions about your experience with specific methodologies like Design Thinking and how you've applied them.

• Technical/Case Study Interview: This may involve a practical exercise or a deep dive into a past project from your portfolio. You might be asked to analyze a hypothetical service problem, propose a design approach, or present a detailed case study of a successful project. Focus on demonstrating your analytical process, problem-solving skills, and ability to translate user needs into actionable solutions.

• Panel Interview: Meeting with key stakeholders from different departments (e.g., Operations, Business, Technology) to assess your collaboration skills, strategic thinking, and cultural fit within the bank.

• Final Interview: Potentially with senior leadership to discuss your vision and long-term fit within the organization.

Portfolio Review Tips:

• Structure for Clarity: Organize your portfolio logically, perhaps by project type or by showcasing your end-to-end design process.

• Tell a Story: For each case study, clearly articulate the problem statement, your role, the methodologies used, key insights gained, the solutions developed, and the impact achieved (quantify where possible).

• Highlight Operations Impact: Specifically call out how your service designs addressed operational inefficiencies, improved workflows, or contributed to business objectives.

• Showcase Diverse Deliverables: Include examples of journey maps, service blueprints, user personas, wireframes, prototypes, and process flow diagrams.

• Tailor to the Role: Emphasize projects that align with the responsibilities of a Service Designer in a financial institution, focusing on customer experience and operational excellence.

Challenge Preparation:

• Understand the Bank's Context: Research Banco Popular Dominicano's services, target audience, and any recent initiatives related to digital transformation or customer experience.

• Service Design Fundamentals: Be ready to discuss core concepts, methodologies (Design Thinking, Lean UX, Jobs-to-be-Done), and your preferred tools.

• Problem-Solving Scenarios: Prepare for hypothetical scenarios related to improving customer service, streamlining operational processes, or designing new digital services.

• Stakeholder Management: Think about how you would communicate design decisions and gain buy-in from diverse stakeholders with potentially conflicting priorities.

📝 Enhancement Note: The interview process is designed to thoroughly assess both technical service design skills and the ability to integrate these skills within a complex organizational structure like a bank. A strong, well-documented portfolio is essential for demonstrating practical application and impact.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design / UX Software: Figma, Sketch, Adobe XD, Miro, Mural for ideation, wireframing, prototyping, and collaborative whiteboarding.

• Journey Mapping & Blueprinting Tools: Lucidchart, Smaply, UXPressia, or similar specialized tools for visualizing customer journeys and service blueprints.

• Research Tools: SurveyMonkey, Typeform for surveys; UserTesting.com, Hotjar for user feedback; qualitative analysis tools for synthesizing research data.

• Project Management Software: Jira, Asana, Trello for managing project workflows and tasks.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics (or similar) to understand user behavior on digital platforms.

• BI Tools: Tableau, Power BI, or internal reporting dashboards to analyze operational metrics and customer data.

• CRM Data: Understanding how to access and interpret data from CRM systems (e.g., Salesforce, or internal banking systems) to inform service design.

CRM & Automation:

• Familiarity with CRM systems to understand customer data flow and interaction points.

• Awareness of workflow automation tools and how they can support service delivery and operational efficiency.

📝 Enhancement Note: Proficiency with a range of design and collaboration tools is expected. The ability to leverage data from analytics and CRM systems to inform design decisions and measure impact will be a key differentiator.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and serving customer needs, ensuring that all service designs enhance the customer experience.

• Data-Driven Decision Making: Valuing insights derived from data and research to guide strategy and measure success.

• Collaboration & Teamwork: Fostering an environment where diverse perspectives are welcomed, and teams work together to achieve common goals.

• Innovation & Agility: Encouraging new ideas, embracing change, and adapting quickly to evolving customer expectations and market dynamics.

• Excellence & Quality: Striving for high standards in all aspects of service design and delivery.

• Integrity & Responsibility: Upholding ethical standards and taking ownership of the impact of service designs.

Collaboration Style:

• Cross-functional Integration: Actively seeking to involve and align with stakeholders from various departments, ensuring that service designs are practical and well-supported across the organization.

• Open Communication: Encouraging transparent dialogue, active listening, and constructive feedback to build consensus and drive effective solutions.

• Co-creation Mindset: Embracing collaborative workshops and co-design sessions as a primary method for developing innovative and user-validated services.

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

📝 Enhancement Note: The values emphasize a balanced approach between customer focus, data-driven insights, and collaborative execution, which is essential for a Service Designer operating within a large financial institution.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Organizational Complexity: Working within a large bank means understanding established processes, potential bureaucratic hurdles, and influencing diverse stakeholders to adopt new service designs.

• Balancing User Needs with Business Constraints: Ensuring that user-centered designs are also operationally feasible, technologically viable, and compliant with financial regulations.

• Measuring ROI of Service Design: Quantifying the impact of service design initiatives on business metrics and demonstrating tangible value to the organization.

• Keeping Pace with Digital Transformation: Adapting service design strategies to rapidly evolving digital technologies and customer expectations in the financial sector.

Learning & Development Opportunities:

• Advanced Service Design Training: Access to specialized courses, workshops, and certifications in areas like service innovation, customer experience strategy, and design leadership.

• Industry Conferences: Opportunities to attend leading service design and customer experience conferences to gain insights from global best practices.

• Mentorship Programs: Potential to be mentored by senior designers or leaders within the bank, or to mentor junior team members.

• Exposure to Diverse Projects: Working on a variety of projects across different business units, allowing for broad learning and skill development.

📝 Enhancement Note: The challenges are typical for a design role in a large, regulated industry. The growth opportunities are robust, offering pathways for specialization and leadership within the bank's innovation and customer experience ecosystem.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to balance conflicting stakeholder needs during a service design project. How did you achieve alignment?" (Focus on your stakeholder management, communication, and negotiation skills).

• "How do you measure the success of a service design initiative? Can you provide an example where you used operational metrics to demonstrate impact?" (Prepare to discuss KPIs, ROI, and data analysis).

• "Walk us through your process for designing a new digital service from initial concept to implementation. What methodologies do you employ?" (Be ready to detail your end-to-end design thinking process). Company & Culture Questions:

• "What do you know about Banco Popular Dominicano's approach to customer experience and digital innovation?" (Research their recent news, product launches, and stated values).

• "How do you envision the role of a Service Designer contributing to a financial institution like ours?" (Connect your skills to the bank's strategic goals and operational context).

• "Describe a situation where you had to adapt your design process due to organizational constraints or feedback. What did you learn?" (Showcase your flexibility and learning agility). Portfolio Presentation Strategy:

• Start with the 'Why': Clearly articulate the business problem or user need that drove each project.

• Show, Don't Just Tell: Use visuals (journey maps, blueprints, wireframes) to illustrate your process and solutions.

• Quantify Impact: Whenever possible, present data on how your designs improved key metrics (e.g., reduced wait times, increased conversion rates, improved customer satisfaction scores).

• Highlight Collaboration: Explain how you worked with cross-functional teams and stakeholders.

• Be Concise: Focus on the most relevant aspects of each project and be prepared to answer detailed questions.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strong understanding of service design principles, practical application through case studies, and the ability to integrate these into a corporate banking environment. Emphasize how your work drives both customer satisfaction and operational efficiency.

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📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the Banco Popular Dominicano careers portal at https://empleos.grupopopular.com/.

• Tailor Your Resume: Highlight keywords and responsibilities from the job description, focusing on your experience with Service Design, Design Thinking, customer journey mapping, process improvement, and cross-functional collaboration.

• Curate Your Portfolio: Select 2-3 of your strongest service design projects that best demonstrate your skills in analyzing user needs, designing solutions, and measuring impact. Ensure each case study clearly outlines the problem, your process, the deliverables, and the outcomes, with a focus on operational improvements.

• Prepare for Case Studies: Practice articulating your design process and problem-solving approach. Be ready to discuss how you would tackle a hypothetical service design challenge within a financial institution.

• Research the Company: Familiarize yourself with Banco Popular Dominicano's services, mission, and recent initiatives in customer experience and digital transformation to better align your application and interview responses.

⚠️ 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.