Service Designer Senior

📍 Job Overview

Job Title: Service Designer Senior

Company: Encora

Location: Lima, Peru

Job Type: Full-time

Category: Product & Experience Design Operations

Date Posted: April 29, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• This role is crucial for driving customer-centric innovation by designing and optimizing end-to-end service experiences, directly impacting operational efficiency and business objectives.

• You will be instrumental in bridging the gap between digital user interfaces and backend operational processes, ensuring seamless customer journeys.

• The position requires a strategic thinker adept at translating user insights and business needs into actionable service design strategies.

• This role involves significant cross-functional collaboration, acting as a key liaison between product, technology, and business units to champion a unified service vision.

📝 Enhancement Note: While the title is "Service Designer Senior," the responsibilities and emphasis on aligning customer experience with business objectives, collaborating with product/tech/business, and ensuring consistency between digital and operational processes indicate a strong connection to operational excellence and GTM strategy. This role can be categorized under Product & Experience Design Operations, a specialized area within the broader operations umbrella.

📈 Primary Responsibilities

• Design and meticulously map comprehensive customer journeys and service blueprints, from initial touchpoint to post-service engagement.

• Proactively identify critical opportunities for enhancing the overall user and service experience, focusing on pain points and areas for innovation.

• Lead and facilitate impactful workshops and co-creation sessions with diverse stakeholders to foster collaborative problem-solving and idea generation.

• Partner closely with UX, product management, and technology teams to translate service design concepts into tangible, implementable solutions.

• Analyze user insights, qualitative feedback, and quantitative data to inform strategic decisions and validate design hypotheses.

• Define and establish clear standards, guidelines, and best practices for service design across the organization.

• Ensure meticulous consistency and alignment between digital service offerings and underlying operational processes and procedures.

• Champion a user-centered design philosophy throughout the organization, advocating for the customer in all strategic discussions.

• Contribute to the continuous improvement of service design methodologies and tools used by the team.

📝 Enhancement Note: The responsibilities emphasize a hands-on approach to service design, including mapping, analysis, facilitation, and collaboration. The mention of "ensuring consistency between digital and operational processes" highlights a key operations-centric aspect of this role, requiring an understanding of how service design impacts and is impacted by backend operations.

கல் Skills & Qualifications

Education: Bachelor's degree in Design, Human-Computer Interaction, Business, Psychology, or a related field. Master's degree or equivalent practical experience is a plus.

Experience: 5-10 years of progressive experience in Service Design, UX Design, Product Design, or a closely related field, with a proven track record of designing and launching successful services.

Required Skills:

• Demonstrated expertise in Service Design principles and methodologies.

• Proficient in User-Centered Design (UCD) and Design Thinking frameworks.

• Proven experience in creating detailed customer journey maps, service blueprints, and user personas.

• Strong experience in conducting user research (interviews, surveys, usability testing) and synthesizing findings.

• Proven ability to facilitate workshops, brainstorming sessions, and co-creation activities with cross-functional teams and stakeholders.

• Excellent analytical skills with a strong focus on user experience and data-driven decision-making.

• Experience working within Agile development environments and collaborating with engineering teams.

• Strong communication, presentation, and interpersonal skills, with the ability to influence and lead discussions.

Preferred Skills:

• Experience with quantitative data analysis and a strong understanding of how to leverage metrics to inform service design.

• Familiarity with business process mapping and optimization techniques.

• Knowledge of product management principles and go-to-market strategies.

• Experience in defining service standards and operationalizing design recommendations.

• Leadership experience or a strong aptitude for mentoring junior designers.

• Fluency in English, in addition to Spanish.

📝 Enhancement Note: The "Required Skills" align with a senior-level designer. The "Preferred Skills" add depth, particularly mentioning business process mapping, product management, and operationalizing design, which are vital for a role bridging design and operations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing end-to-end service design projects, demonstrating a deep understanding of user needs, business goals, and operational realities.

• Case studies that clearly articulate the problem, your role, the design process, key deliverables (e.g., journey maps, blueprints, prototypes), and the measurable impact of your solutions.

• Examples of how you've translated user research and data insights into actionable design recommendations.

• Documentation of your experience facilitating workshops and collaborating with diverse stakeholder groups.

Process Documentation:

• Evidence of creating and utilizing service blueprints to visualize service delivery processes and identify operational touchpoints.

• Examples of iterative design processes, including user testing, feedback loops, and design refinements based on operational constraints or user feedback.

• Examples of how you've documented design decisions, rationale, and alignment with business objectives and operational capabilities.

📝 Enhancement Note: For a senior role, the portfolio is critical. The emphasis here is on showcasing the impact of service design on business and operations, not just the deliverables themselves. This aligns with expectations for operations-focused roles where ROI and efficiency are key.

💵 Compensation & Benefits

Salary Range: Based on industry standards for a Senior Service Designer in Lima, Peru, with 5-10 years of experience, the estimated annual salary range is PEN 80,000 - PEN 140,000. This estimate considers the hybrid work model and Encora's global presence.

Benefits:

• Comprehensive health insurance package (medical, dental, vision).

• Opportunities for professional development, training, and certifications in design and operations.

• Hybrid work model offering flexibility between remote work and in-office collaboration.

• Paid time off, including vacation days, public holidays, and sick leave.

• Access to Encora's global network of experts and innovation labs.

• Pension plan contributions.

• Potential for performance-based bonuses.

• Employee assistance program (EAP).

Working Hours: Typically 40 hours per week, with potential for flexibility given the hybrid work arrangement. Core working hours will likely align with business needs and team collaboration requirements in Lima, Peru (America/Lima timezone).

📝 Enhancement Note: Salary is estimated based on Lima, Peru, market rates for a senior-level design role with operations implications. Benefits are tailored to typical offerings for multinational tech companies, with a focus on professional development relevant to operations and design.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Services, Digital Engineering, and IT Consulting. Encora partners with leading companies to drive digital transformation and modernize their products and platforms. This industry context implies a fast-paced, innovation-driven environment where efficiency and cutting-edge solutions are paramount.

Company Size: Encora is a large global organization with over 9,000 employees across more than 47 offices worldwide. This scale suggests robust internal processes, opportunities for cross-functional collaboration on a large scale, and a structured approach to project delivery.

Founded: Encora was founded with the goal of providing specialized engineering services, growing significantly through strategic acquisitions and organic expansion to become a major player in digital engineering. This history points to a company focused on growth, expertise, and delivering high-value solutions.

Team Structure:

• The Service Design Senior will likely be part of a broader Digital Experience or Product Design team, potentially within a dedicated Digital Transformation unit.

• Reporting lines will likely lead to a Design Lead, Head of Digital Experience, or a Senior Operations Manager overseeing GTM or Product Operations.

Methodology:

• Encora likely employs a hybrid methodology, combining Agile principles for software development with structured approaches for digital transformation and service design initiatives.

• Data-driven decision-making is a core tenet, utilizing analytics to inform strategy and measure impact.

• Emphasis on a collaborative, co-creation approach to problem-solving and solution development.

Company Website: https://www.encora.com/

📝 Enhancement Note: Understanding Encora's scale and industry is key. For operations professionals, this means a company that values process, efficiency, and measurable impact. The hybrid model and global presence also suggest a need for strong remote collaboration and communication skills.

📈 Career & Growth Analysis

Operations Career Level: This role is classified as Senior, indicating a significant level of autonomy, responsibility, and expectation for leadership in design strategy and execution. It sits at a mid-to-senior level within the design and potentially operations framework, influencing strategic direction and mentoring others.

Reporting Structure: The Senior Service Designer will likely report to a Design Manager, Head of Digital Experience, or a Director-level role within Product or Operations. This position will collaborate extensively with peers in Product Management, Engineering, and Business Operations.

Operations Impact: This role has a substantial impact on operations by ensuring that designed services are not only user-friendly but also operationally feasible and efficient. By optimizing customer journeys and service blueprints, the Senior Service Designer directly contributes to reducing operational friction, improving customer satisfaction, and supporting business growth objectives through enhanced service delivery.

Growth Opportunities:

• Vertical Growth: Potential to move into Lead Service Designer, Design Manager, or Head of Digital Experience roles, managing larger teams and broader strategic initiatives.

• Horizontal Growth: Opportunity to specialize further in specific areas like customer journey optimization, operational process improvement through design, or leading digital transformation projects.

• Skill Development: Access to training and development programs focused on advanced design techniques, AI in design, operational analytics, and leadership skills. Encouragement to pursue certifications relevant to service design and digital product development.

📝 Enhancement Note: This role offers a unique blend of design and operational impact. Growth opportunities are presented with a view towards both design leadership and broader operational strategy roles, emphasizing the strategic importance of service design within a large tech organization.

🌐 Work Environment

Office Type: Encora operates a hybrid work model, meaning employees will have a mix of remote work and in-office days. The office environment is likely modern, collaborative, and equipped with technology to support both individual work and team interactions.

Office Location(s): The primary location is Lima, Peru. Encora has a global presence, suggesting that collaboration with international teams is common. Specific office addresses in Lima would be provided upon inquiry or during the hiring process.

Workspace Context:

• The workspace is designed to foster collaboration, with meeting rooms, common areas, and potentially dedicated design studios.

• Access to standard office technology, high-speed internet, and relevant software tools for design and project management will be provided.

• Opportunities for regular interaction with design peers, product teams, and business stakeholders, facilitating a dynamic and communicative work environment.

Work Schedule: A standard 40-hour work week is expected, with flexibility to accommodate project deadlines and team needs. The hybrid model allows for a balance between focused remote work and collaborative in-office sessions.

📝 Enhancement Note: The hybrid model is a key aspect, requiring employees to be comfortable with both remote autonomy and in-office team engagement. This environment supports the need for structured collaboration and efficient communication, crucial for operations roles.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Recruiter will conduct a brief call to assess basic qualifications, interest, and cultural fit.

• Hiring Manager Interview: A deeper dive into your experience, skills, and understanding of service design principles and their application to business challenges.

• Portfolio Review & Presentation: A dedicated session where you will present 1-2 key service design projects from your portfolio, explaining your process, rationale, challenges, and outcomes. This is where you demonstrate your ability to articulate complex design solutions and their impact.

• Team/Cross-functional Interview: Interviews with potential peers and stakeholders from product, engineering, or business operations to assess collaboration style, problem-solving approach, and ability to integrate with existing teams.

• Final Interview: Potentially with a senior leader to discuss strategic alignment and overall fit within the organization.

Portfolio Review Tips:

• Curate Strategically: Select projects that best showcase your end-to-end service design capabilities, your impact on user experience, and your understanding of operational implications.

• Tell a Story: For each project, clearly articulate the problem statement, your specific role and contributions, the methodology used, key insights gained, design solutions developed, and the measurable business or user outcomes achieved.

• Highlight Process: Emphasize your design process, including user research, ideation, prototyping, testing, and iteration. Show how you collaborated with stakeholders and integrated feedback.

• Quantify Impact: Whenever possible, present metrics that demonstrate the success of your designs (e.g., improved conversion rates, reduced customer support tickets, increased user satisfaction scores).

• Address Operational Alignment: Specifically highlight how your designs considered or improved operational processes, demonstrating your understanding of the broader business context.

Challenge Preparation:

• Be prepared for potential case studies or design challenges that may assess your ability to quickly analyze a problem, ideate solutions, and articulate your approach.

• Practice explaining complex design concepts in a clear, concise manner suitable for both technical and non-technical audiences.

• Research Encora's services, client types, and recent company news to tailor your responses and demonstrate genuine interest.

📝 Enhancement Note: The portfolio review is paramount for this role. Candidates should prepare to demonstrate not only design skills but also how those skills translate into tangible business and operational improvements, a key differentiator for operations-minded candidates.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping: Figma, Sketch, Adobe XD, Miro, Mural for collaborative whiteboarding, journey mapping, and prototyping.

• User Research & Analytics: Tools for conducting user interviews, surveys (e.g., SurveyMonkey, Typeform), and analyzing user behavior data (e.g., Google Analytics, Hotjar, Amplitude).

• Project Management: Jira, Asana, Trello for managing design sprints and collaborating within Agile workflows.

• Documentation: Confluence, Notion for creating and organizing design documentation, research findings, and service blueprints.

Analytics & Reporting:

• Proficiency in interpreting data from web analytics platforms to understand user behavior and identify areas for service improvement.

CRM & Automation:

• While not a primary tool for the designer, understanding how customer data is managed within CRM systems (e.g., Salesforce) and how automation impacts service delivery is beneficial.

📝 Enhancement Note: This section highlights the tools necessary for a senior designer, with an emphasis on collaborative platforms and analytics tools that support data-driven design and operational insights.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the user in all design and operational decisions.

• Collaboration: Fostering a team environment where cross-functional partnerships are valued and encouraged for holistic problem-solving.

• Data-Driven Innovation: Utilizing insights from user research and operational data to inform creative solutions and drive continuous improvement.

• Efficiency & Excellence: Striving for elegant, effective, and operationally sound solutions that deliver high value to both users and the business.

• Continuous Learning: Embracing new methodologies, tools, and industry trends to stay at the forefront of digital engineering and service design.

Collaboration Style:

• Proactive and participatory, actively engaging with diverse teams to gather input and build consensus.

• Emphasis on clear communication, transparent feedback, and shared ownership of project outcomes.

• Will involve working closely with product, engineering, and business operations to ensure designs are feasible, scalable, and aligned with strategic goals.

📝 Enhancement Note: The values emphasize a blend of design thinking and operational pragmatism, reflecting a culture that values both innovation and execution. This is a key aspect for operations professionals to align with.

⚡ Challenges & Growth Opportunities

Challenges:

• Bridging Design and Operations: Effectively translating sophisticated service design concepts into practical, implementable operational processes requires careful navigation and stakeholder alignment.

• Data Integration: Synthesizing insights from disparate data sources (user research, analytics, operational metrics) to build a cohesive understanding of the service landscape.

• Cross-Functional Alignment: Managing competing priorities and perspectives across product, technology, and business units to achieve a unified vision for service experience.

• Pace of Change: Adapting to the rapid evolution of technology and user expectations in the digital engineering space.

Learning & Development Opportunities:

• Advanced Service Design Techniques: Opportunities to deepen expertise in areas like service blueprinting, customer journey mapping, and service innovation frameworks.

• Digital Transformation Methodologies: Exposure to and training in leading large-scale digital transformation initiatives.

• Data Analytics for Design: Developing skills in leveraging operational and user data to drive design decisions and measure impact more effectively.

• Leadership & Mentorship: Opportunities to mentor junior designers and take on leadership roles in project teams.

📝 Enhancement Note: The challenges highlight the operational complexities inherent in this role, presenting opportunities for growth in areas critical to operations management and strategy.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you designed from concept to implementation. What were the key operational considerations, and how did you address them?" (Prepare a case study focusing on process integration.)

• "How do you balance user needs with business objectives and technical constraints? Provide an example of a trade-off you had to make and your rationale." (Focus on strategic decision-making and operational feasibility.)

Company & Culture Questions:

• "What interests you about Encora and our approach to digital engineering?" (Research Encora's services, clients, and values.)

• "How do you see service design contributing to operational efficiency and business growth within a company like Encora?" (Connect your design philosophy to business outcomes.)

Portfolio Presentation Strategy:

• Structure is Key: Start with the business problem/opportunity, your role, the process, the solution details (visuals are crucial), and most importantly, the impact and outcomes (quantified where possible).

• Emphasize Collaboration: Clearly articulate how you worked with product, engineering, and business teams.

• Show, Don't Just Tell: Use your service blueprints, journey maps, and prototypes as visual aids to explain your thinking and process.

• Be Ready for Deep Dives: Anticipate questions about your design decisions, the data that informed them, and how your solutions integrate with existing operational systems.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, operational awareness, and the ability to translate design concepts into tangible business value, aligning with operations expectations.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Encora careers portal via the provided job link.

• Portfolio Customization: Tailor your resume and cover letter to highlight experience in service design, user-centric methodologies, cross-functional collaboration, and any experience with process optimization or operational alignment.

• Resume Optimization: Ensure your resume clearly details your experience with customer journey mapping, service blueprinting, user research, and agile environments. Use keywords from the job description to optimize for ATS.

• Portfolio Preparation: Select 1-2 strong projects for your portfolio presentation that exemplify your end-to-end service design process, focusing on how your solutions impacted user experience and operational efficiency. Prepare to articulate your role, process, and measurable outcomes.

• Company Research: Familiarize yourself with Encora's services, client base, and company culture. Understand their position in the digital engineering and IT consulting market.

⚠️ 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.

---