SERVICE DESIGNER QIK

📍 Job Overview

Job Title: Service Designer QIK

Company: Banco Popular Dominicano

Location: Santo Domingo, Distrito Nacional, Dominican Republic

Job Type: Full-time

Category: Service Design / Operations Strategy

Date Posted: 2026-08-29

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

Remote Status: On-site

🚀 Role Summary

• Orchestrates the design, improvement, and development of user-centric services, ensuring seamless end-to-end experiences.

• Acts as a crucial liaison between user needs, internal processes, and the organization's technological capabilities.

• Analyzes customer journeys and service blueprints to identify pain points and operational inefficiencies.

• Facilitates co-creation workshops to foster collaboration and drive alignment across multidisciplinary teams.

📝 Enhancement Note: This role focuses on the strategic design and optimization of services, bridging the gap between user experience and operational execution. While not a traditional Revenue Operations or Sales Operations role, it heavily involves process improvement, operational efficiency, and cross-functional collaboration, making it highly relevant for operations professionals with a design thinking and customer-centric approach. The "QIK" designation might refer to a specific initiative or platform within Banco Popular Dominicano.

📈 Primary Responsibilities

• Design and orchestrate end-to-end services considering personas, processes, technology, and policies, ensuring a coherent and positive user experience.

• Conduct in-depth research and analysis of customer and user experiences, including customer journeys and qualitative/quantitative research, to identify pain points and areas for improvement.

• Identify operational inefficiencies and opportunities for enhancement by analyzing metrics such as cycle times, rework, and operational errors, proposing concrete improvements that add value to both clients and the organization.

• Facilitate co-creation and Design Thinking workshops with multidisciplinary teams to build collaborative solutions, drive decisions, and achieve alignment across involved departments.

• Translate user needs into viable, desirable, and sustainable service solutions through concrete proposals (new workflows, operational changes, digital enhancements, etc.), ensuring solutions address genuine user problems.

• Document service designs (journey maps, service blueprints, stakeholder maps, operational flows) using clear, standardized visual language and maintain accessible, updated repositories.

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

📝 Enhancement Note: The responsibilities clearly indicate a strong focus on process mapping, workflow optimization, and cross-functional project management, which are core competencies in operations roles. The emphasis on user research and customer journey mapping suggests a need to understand the operational impact of customer touchpoints.

🎓 Skills & Qualifications

Education:

• University degree in Industrial Engineering or a related field. Experience:

• Proven experience in managing Service Design, Design Thinking, or similar methodologies.

• Experience in Service Design, Customer Experience, UX, process design, or similar roles. Required Skills:

• Service Design methodologies

• Design Thinking

• Customer Journey Mapping

• Service Blueprints

• User Research (qualitative and quantitative)

• Process Analysis and Improvement

• Stakeholder Management and Collaboration

• Documentation and Visualization (e.g., journey maps, blueprints)

• Problem-Solving

• Cross-functional Team Facilitation Preferred Skills:

• Knowledge of English language proficiency.

• Experience with digital transformation initiatives.

• Understanding of operational metrics and KPIs.

• Familiarity with agile development methodologies.

📝 Enhancement Note: While a degree in Industrial Engineering is specified, the core skills required align strongly with operations roles that require analytical thinking, process mapping, and cross-functional execution. Operations professionals with experience in optimizing business processes and improving customer touchpoints will find these requirements familiar.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase of end-to-end service design projects, demonstrating the entire lifecycle from research to implementation.

• Case studies detailing the identification of user pain points and operational inefficiencies, with clear articulation of the problem statement.

• Examples of service blueprints, customer journey maps, and process flows designed to optimize user experience and operational efficiency.

• Documentation of co-creation workshops or collaborative design sessions, highlighting facilitation skills and outcomes.

• Evidence of translating user needs into tangible service solutions and the resulting impact on user satisfaction or operational metrics. Process Documentation:

• Demonstrated ability to create clear, standardized, and visually intuitive documentation for complex service processes.

• Experience in maintaining and updating process repositories for accessibility and continuous improvement.

• Ability to document flows, stakeholders, and operational steps that facilitate common understanding and implementation.

📝 Enhancement Note: A strong portfolio is critical for this role, demonstrating a candidate's ability to visualize, analyze, and improve processes. Operations candidates should highlight projects that showcase their analytical rigor, problem-solving capabilities, and ability to drive efficiency through design.

💵 Compensation & Benefits

Salary Range:

• Based on market research for similar Service Design roles in Santo Domingo, Dominican Republic, and considering the experience level (2-5 years) and the industry (Financial Services), an estimated annual salary range of DOP 900,000 - DOP 1,500,000 (approx. USD 15,000 - USD 25,000) is anticipated. This range can vary based on specific qualifications, interview performance, and the precise scope of responsibilities within the QIK initiative. Benefits:

• Comprehensive health insurance coverage.

• Life insurance policy.

• Opportunities for professional development and training in design methodologies.

• Access to internal mobility programs within Banco Popular Dominicano.

• Retirement savings plan.

• Potential for performance-based bonuses. Working Hours:

• Standard 40-hour work week, typically Monday to Friday.

• On-site presence is required, suggesting a structured work schedule within the bank's operational hours.

📝 Enhancement Note: The salary estimate is based on general cost of living and typical compensation for mid-level professional roles in the Dominican Republic's financial sector. Benefits are typical for established financial institutions. The on-site requirement emphasizes the need for consistent physical presence and collaboration.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking)

Company Size: Large Enterprise (Banco Popular Dominicano is a major financial institution in the Dominican Republic, part of Grupo Popular)

Founded: 1962 (Banco Popular Dominicano)

Team Structure:

• This role likely sits within a dedicated Service Design, Digital Transformation, or Innovation department.

• The Service Designer will collaborate closely with product owners, UX/UI designers, business analysts, IT teams, operations managers, risk, and compliance officers.

• Reporting structure is likely to a Service Design Lead, Head of Innovation, or a Digital Transformation Manager. Methodology:

• Emphasis on user-centered design principles and methodologies like Design Thinking and Service Design.

• Data-driven decision-making, leveraging customer feedback and operational metrics.

• Collaborative approach, fostering co-creation and cross-functional alignment.

• Focus on continuous improvement and iterative service development.

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

📝 Enhancement Note: Banco Popular Dominicano's long history and position in the market suggest a stable, professional environment with a growing focus on digital innovation and customer experience, aligning with the Service Designer role. Operations professionals will find a structured environment where process improvement and efficiency are valued.

📈 Career & Growth Analysis

Operations Career Level: Mid-level Professional - Service Designer. This role is positioned to influence service strategy and operational execution through design thinking. It requires a blend of analytical skills, creative problem-solving, and strong communication.

Reporting Structure: The Service Designer will likely report to a manager overseeing service design, innovation, or digital transformation initiatives. They will work collaboratively with various departments, indicating a matrixed or project-based reporting influence.

Operations Impact: This role's impact is significant, directly influencing customer satisfaction, operational efficiency, and potentially revenue through improved service offerings and streamlined processes. By designing better user experiences and optimizing internal workflows, the Service Designer contributes to reduced operational costs and increased customer loyalty.

Growth Opportunities:

• Service Design Specialization: Deepen expertise in advanced service design techniques, leading larger and more complex design projects.

• Innovation Leadership: Transition into roles focused on driving innovation strategy, potentially leading design thinking initiatives or new product development.

• Operations Management: Leverage design and process optimization skills to move into roles managing operational departments or transformation programs.

• Customer Experience Strategy: Advance to roles focused on overarching customer experience strategy across the organization.

📝 Enhancement Note: For operations professionals, this role offers a pathway to leverage their analytical and process-oriented skills in a more strategic, user-facing capacity. It provides opportunities to develop skills in design thinking and customer journey mapping, which are increasingly valuable across all business functions, including operations.

🌐 Work Environment

Office Type: Primarily on-site within Banco Popular Dominicano's corporate offices in Santo Domingo. This implies a professional office setting conducive to collaboration and focused work.

Office Location(s): Santo Domingo, Dominican Republic. Specific office building details would need to be confirmed, but it's a major financial hub.

Workspace Context:

• Collaborative workspaces designed to facilitate team interaction and co-creation sessions.

• Access to modern office technology and potentially specialized design software.

• Opportunities for informal and formal interactions with colleagues from various departments, fostering a rich learning environment.

• A structured yet dynamic environment that encourages innovation within established financial industry frameworks. Work Schedule:

• The role is full-time, requiring a standard 40-hour work week. The on-site nature suggests adherence to typical business hours in Santo Domingo. Flexibility might exist for specific project needs, but the core requirement is consistent office presence.

📝 Enhancement Note: The on-site requirement is a key aspect. Operations professionals accustomed to structured environments will find this familiar. The emphasis on collaboration suggests an open-plan or team-oriented office layout.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter will review applications and conduct a brief screening call to assess basic qualifications and cultural fit.

• Hiring Manager Interview: In-depth discussion with the hiring manager to evaluate experience, understanding of service design principles, and alignment with team goals. Expect questions on operational challenges and user-centric solutions.

• Portfolio Presentation/Case Study: Candidates will likely be asked to present a portfolio showcasing their service design work. This may involve a specific case study demonstrating their process for solving a user or operational problem, identifying pain points, and proposing solutions. Focus on how you translated research into actionable design.

• Team/Cross-functional Interview: Meeting with potential collaborators from UX, business, or operations teams to assess collaboration style, communication skills, and ability to integrate into the team's workflow.

• Final Interview: Potentially with a senior leader to discuss strategic alignment and long-term vision.

Portfolio Review Tips:

• Structure Your Narrative: For each project, clearly articulate the problem, your role, the process you followed (research, ideation, design, testing), the solutions you proposed, and the measurable outcomes or impact.

• Highlight Operations Integration: If your projects involved improving operational efficiency, reducing cycle times, or streamlining workflows, emphasize these aspects. Quantify the impact where possible.

• Showcase Process Tools: Include examples of service blueprints, journey maps, personas, and stakeholder maps. Explain how these tools helped you understand and solve problems.

• Demonstrate Collaboration: Mention how you worked with different teams (business, IT, operations) and how you facilitated consensus and buy-in.

• Be Concise and Visual: Use clear visuals and concise explanations. Focus on the most impactful projects relevant to the role's responsibilities.

Challenge Preparation:

• Be ready to discuss how you would approach a hypothetical service design challenge for a banking product or service.

• Prepare examples of how you've used data (user research, operational metrics) to inform design decisions.

• Think about how you would balance user needs with business constraints and technological feasibility.

• Understand the core services and digital offerings of Banco Popular Dominicano to tailor your responses.

📝 Enhancement Note: The interview process emphasizes practical application of design skills and collaboration. Operations professionals should prepare to discuss their experience in process improvement and how they've used data to drive tangible results, framing it within a user-centric design context.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Software: Tools for creating service blueprints, journey maps, and process flows (e.g., Miro, Lucidchart, Figma, Adobe XD).

• Prototyping Tools: Figma, Adobe XD, Sketch for creating user interface mockups and interactive prototypes.

• User Research Platforms: SurveyMonkey, Typeform, Qualtrics for surveys; UserTesting.com or similar for remote usability testing.

• Collaboration Tools: Microsoft Teams, Slack for communication and project coordination.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics (if the role touches digital platforms).

• BI Tools: Tableau, Power BI (for analyzing operational and customer data).

• CRM: Salesforce, or internal CRM systems (to understand customer interactions and data).

CRM & Automation:

• Process Mapping Tools: Visio, Bizagi (for more formal process documentation).

• Project Management Tools: Jira, Asana, Trello (for tracking design tasks and project progress).

📝 Enhancement Note: Familiarity with design and collaboration tools is expected. For operations professionals, the ability to integrate with CRM and BI tools for data analysis and reporting will be a significant advantage, demonstrating a holistic understanding of service impact.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep commitment to understanding and meeting user needs, ensuring services are designed from the outside-in.

• Collaboration: Fostering strong partnerships across departments to ensure holistic service design and successful implementation.

• Data-Driven Improvement: Utilizing both qualitative user insights and quantitative operational data to inform design decisions and measure success.

• Innovation & Agility: Embracing new ideas, testing hypotheses, and iterating quickly to deliver effective solutions.

• Excellence & Efficiency: Striving for high-quality service delivery and optimizing processes to ensure operational effectiveness and resource utilization.

Collaboration Style:

• Cross-functional Integration: Actively seeking input and engaging with stakeholders from business, IT, operations, risk, and compliance to ensure services are viable, desirable, and feasible.

• Co-creation: Facilitating workshops and interactive sessions where diverse perspectives are shared and integrated into the design process.

• Feedback Exchange: Open to constructive feedback on designs and processes, using it as an opportunity for refinement and learning.

• Knowledge Sharing: Proactively sharing insights, documentation, and best practices to build a collective understanding of services across the organization.

📝 Enhancement Note: The values highlight a blend of analytical rigor (data-driven) and creative problem-solving (innovation, customer-centricity), which are crucial for modern operations teams. The emphasis on collaboration is key for success in a large organization like Banco Popular Dominicano.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business Constraints: Effectively advocating for user needs while navigating technical limitations, regulatory requirements, and budget constraints common in banking.

• Driving Adoption of New Service Designs: Ensuring that new or improved services are understood, adopted, and effectively implemented by internal teams and embraced by customers.

• Measuring Impact: Developing robust metrics to quantify the success of service design initiatives in terms of user satisfaction, operational efficiency, and business value.

• Navigating Organizational Silos: Facilitating collaboration and alignment across departments that may have different priorities or working styles.

Learning & Development Opportunities:

• Advanced Service Design Certifications: Pursuing specialized training in areas like customer experience strategy, journey mapping, or interaction design.

• Industry Conferences: Attending financial services or design thinking conferences to stay abreast of best practices and emerging trends.

• Cross-functional Exposure: Gaining deeper insights into banking operations, technology, risk management, and compliance through close collaboration.

• Mentorship: Opportunities to be mentored by senior leaders in design, innovation, or operations within Grupo Popular.

📝 Enhancement Note: Operations professionals can leverage their understanding of internal processes and efficiency metrics to address these challenges. The growth opportunities align well with a career path that combines operational expertise with strategic design thinking.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you designed or improved. What was the problem, your process, and the outcome?" (Focus on demonstrating your end-to-end design thinking and problem-solving skills).

• "How do you balance the needs of the user with the operational realities and technical constraints of a financial institution?" (Showcase your understanding of feasibility and stakeholder management).

• "How would you approach designing a new digital onboarding process for banking clients at Banco Popular Dominicano?" (Prepare a hypothetical approach, highlighting research, key touchpoints, and potential efficiencies).

• "Explain the difference between a customer journey map and a service blueprint, and when you would use each." (Demonstrate your grasp of core service design tools). Company & Culture Questions:

• "What do you know about Banco Popular Dominicano's approach to digital transformation and customer experience?" (Research their recent initiatives, app features, and any stated customer service philosophies).

• "How do you ensure alignment and buy-in from stakeholders across different departments (e.g., IT, Operations, Marketing)?" (Highlight your communication and facilitation skills).

• "Describe a time you had to advocate for a user-centric solution that faced internal resistance." (Prepare an example demonstrating your persuasive skills and ability to articulate value). Portfolio Presentation Strategy:

• Tell a Story: Frame your portfolio projects as narratives that demonstrate your problem-solving journey.

• Quantify Impact: Wherever possible, present metrics related to efficiency gains, cost savings, or improvements in customer satisfaction that resulted from your designs.

• Showcase Your Process: Clearly illustrate the steps you took – from research and analysis to ideation, prototyping, and implementation considerations.

• Focus on Relevance: Tailor your presentation to highlight aspects of your work that directly address the responsibilities and requirements of this Service Designer role, especially those related to operational efficiency and user experience in a financial context.

📝 Enhancement Note: For operations candidates, framing their experience in terms of process optimization, efficiency gains, and data-driven decision-making within the context of user experience will be highly effective in answering these strategy questions.

📌 Application Steps

To apply for this Service Designer position:

• Navigate to the Banco Popular Dominicano careers portal via the provided URL.

• Tailor Your Resume: Emphasize keywords related to Service Design, Design Thinking, UX, process improvement, customer journey mapping, and operational efficiency. Quantify achievements whenever possible (e.g., "Reduced process cycle time by X%", "Improved customer satisfaction scores by Y%").

• Prepare Your Portfolio: Curate a selection of your best work that demonstrates your end-to-end service design process. Ensure it includes examples of journey maps, service blueprints, and case studies highlighting problem identification and solution implementation.

• Practice Your Pitch: Rehearse how you will present your portfolio and answer common interview questions, focusing on articulating your process, impact, and collaborative approach.

• Research the Company: Familiarize yourself with Banco Popular Dominicano's services, digital offerings, and any recent news or initiatives related to customer experience and innovation.

⚠️ 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.