Service Designer Senior

📍 Job Overview

Job Title: Service Designer Senior (20106)

Company: Encora

Location: Lima, Peru

Job Type: Full-time

Category: Service Design / UX Operations

Date Posted: April 10, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• This Senior Service Designer role focuses on bridging the gap between user needs and business objectives through meticulous service design and process optimization.

• You will be instrumental in enhancing end-to-end customer journeys by leveraging design thinking and cross-functional collaboration.

• The position requires a strong ability to analyze user insights and data to drive informed decision-making and strategic improvements.

• You will define and uphold service design standards, ensuring consistency across digital platforms and operational workflows.

📝 Enhancement Note: While the title is "Service Designer Senior," the responsibilities heavily lean into operationalizing design principles within business processes, making it relevant for operations professionals interested in the GTM and customer experience optimization aspects. The role requires a blend of strategic design thinking and tactical execution, common in senior operations roles that influence product and customer lifecycles.

📈 Primary Responsibilities

• Design and meticulously map comprehensive customer journeys and end-to-end service blueprints.

• Proactively identify and analyze opportunities for significant improvements in user and service experiences.

• Lead and facilitate engaging workshops and co-creation sessions with diverse stakeholders across product, technology, and business units.

• Foster seamless collaboration with UX, product, and technology teams to ensure effective implementation of service design solutions.

• Conduct in-depth analysis of user feedback and operational data to inform strategic decision-making and guide service enhancements.

• Define, document, and champion robust standards and guidelines for service design excellence.

• Ensure critical coherence and alignment between digital user interfaces and underlying operational processes.

📝 Enhancement Note: The responsibilities highlight a core operations function: ensuring that designed experiences are practical and executable within the company's operational framework. This involves not just ideation but also implementation oversight and process integration, a key aspect for senior operations roles.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a background in Design, Human-Computer Interaction, Business Administration, or a related field is typically expected for a Senior Service Designer.

Experience: 5-10 years of progressive experience in Service Design, with a proven track record of successful service innovation and optimization. Experience working within agile environments is crucial.

Required Skills:

• Proven expertise in Service Design principles and methodologies.

• Strong command of user-centered design thinking approaches.

• Demonstrated experience in creating detailed customer journeys and service blueprints.

• Proficiency in conducting user research and synthesizing findings.

• Exceptional ability to facilitate workshops and manage diverse stakeholder groups.

• Strong analytical skills with a keen focus on user experience enhancement.

• Experience operating effectively within agile development frameworks.

Preferred Skills:

• Experience with data analysis tools and techniques to derive actionable insights.

• Familiarity with product management and cross-functional team dynamics.

• Knowledge of digital product development lifecycles.

• Experience in implementing and measuring the impact of service design initiatives.

📝 Enhancement Note: The emphasis on "influence," "stakeholder management," and "collaboration" points to a role that requires significant operational coordination and buy-in generation, typical for senior positions driving strategic initiatives that impact multiple departments. The requirement for experience in agile environments is a standard for many modern operations roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase detailed case studies demonstrating end-to-end service design projects, including problem definition, research, ideation, prototyping, and implementation.

• Present examples of customer journey maps, service blueprints, and user research synthesis that led to tangible business improvements.

• Include evidence of workshop facilitation and co-creation with cross-functional teams.

Process Documentation:

• Provide examples of how you have documented service design processes and guidelines.

• Demonstrate your approach to ensuring consistency and scalability of designed services across different touchpoints and channels.

• Showcase how you've used data and feedback loops to iterate on and improve service processes over time.

📝 Enhancement Note: For this role, a portfolio is critical. It should not only display design artifacts but also emphasize the process by which those artifacts were created and how they drove measurable operational or experiential improvements. This aligns with the operations focus on demonstrable results and documented methodologies.

💵 Compensation & Benefits

Salary Range: For a Senior Service Designer with 5-10 years of experience in Lima, Peru, the estimated annual salary range is PEN 80,000 - PEN 150,000. This range can vary based on specific experience, the negotiation process, and Encora's internal compensation structure.

Benefits:

• Comprehensive health insurance plans.

• Opportunities for professional development and continuous learning.

• Access to cutting-edge technology and innovation labs.

• Collaborative and inclusive work environment.

• Potential for international exposure within a global organization.

• Paid time off and holidays.

Working Hours: Approximately 40 hours per week, with a hybrid work arrangement. Specific daily schedules may vary but are expected to align with business needs and team collaboration requirements.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for senior design roles in Lima, Peru, considering the hybrid work model and the global nature of Encora. Benefits are inferred based on typical offerings for senior positions in multinational tech/engineering companies.

🎯 Team & Company Context

🏢 Company Culture

Industry: Digital Engineering and Modernization Services. Encora partners with leading global companies and digital-native businesses, offering a broad spectrum of solutions including Product Engineering, Cloud Services, Quality Engineering, DevSecOps, Data, Digital Experience, Cybersecurity, and AI Engineering.

Company Size: Encora is a large global organization with over 9,000 employees across more than 47 offices and innovation labs worldwide. This size implies a structured environment with extensive resources and opportunities for cross-regional collaboration.

Founded: While the founding date is not explicitly stated, Encora has established itself as a significant player in the digital engineering space, suggesting a company with a strong history and proven expertise.

Team Structure:

• The Service Designer will likely be part of a broader Digital Experience or Product Engineering team, possibly within a dedicated design or innovation unit.

• Reporting will likely be to a Design Lead, Head of Digital Experience, or a senior Product/Engineering Manager.

Methodology:

• Encora operates with a strong emphasis on agile methodologies and digital engineering best practices.

• The company culture likely promotes data-driven decision-making, continuous improvement, and a focus on delivering high-impact digital solutions for clients.

• Collaboration and innovation are key pillars, with a drive to stay at the forefront of technological advancements.

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

📝 Enhancement Note: Encora's positioning as a partner for "digital engineering and modernization" suggests a culture that values technical expertise, innovative problem-solving, and client-focused delivery. For a Service Designer, this means the role will be deeply integrated into how clients' digital products and services are conceptualized and brought to life, requiring a strong understanding of operational feasibility.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position, indicating significant autonomy, responsibility, and the expectation of leading complex projects. It requires not only design expertise but also the ability to influence strategy and mentor junior team members.

Reporting Structure: The Senior Service Designer will likely report to a management-level individual within the Digital Experience, Product, or Engineering functions. They will collaborate extensively with peers and stakeholders across various departments, including client-facing teams.

Operations Impact: The role directly impacts the operational efficiency and effectiveness of services by ensuring they are user-centric, streamlined, and aligned with business goals. This leads to improved customer satisfaction, reduced operational costs, and enhanced brand reputation.

Growth Opportunities:

• Opportunity to lead significant service design initiatives and shape the digital experience strategy for Encora's clients.

• Potential to grow into leadership roles such as Design Lead, Head of Digital Experience, or specialized consulting roles within Encora's global network.

• Access to continuous learning programs, workshops, and industry conferences to stay abreast of the latest trends in service design and digital transformation.

• Mentorship opportunities with senior leaders and experts across Encora's diverse service offerings.

📝 Enhancement Note: The senior designation implies a forward-looking role with potential for leadership. Growth is expected not just in design skills but also in operational strategy, project leadership, and potentially people management within Encora's expanding service lines.

🌐 Work Environment

Office Type: Hybrid work model. This means a blend of remote work and in-office collaboration. The office environment is likely modern, designed to foster collaboration, innovation, and focused work.

Office Location(s): Lima, Peru. Specific office details are not provided but are expected to be professional business facilities.

Workspace Context:

• The hybrid setup necessitates strong self-management and communication skills to maintain productivity and collaboration.

• Employees will have access to standard office amenities and potentially specialized design tools or labs depending on project needs.

• Opportunities for face-to-face interaction with colleagues and stakeholders will be crucial for collaborative workshops and team alignment.

Work Schedule: A standard 40-hour work week is typical, with flexibility likely offered within the hybrid model. However, project deadlines and client demands may require adjustments to this schedule.

📝 Enhancement Note: The hybrid nature of the role emphasizes the need for strong digital collaboration tools and practices, as well as the ability to transition effectively between independent work and team-based sessions. This is a common characteristic of modern operations roles.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and resume, focusing on alignment with the core requirements.

• Technical Interview(s): Expect interviews with design leads, product managers, and potentially engineers, focusing on your service design methodology, problem-solving skills, and experience with user-centered design.

• Portfolio Presentation: A crucial step where you will present your portfolio, detailing specific case studies and demonstrating your process, impact, and collaboration skills. Be prepared to discuss your role, challenges, and outcomes in detail.

• Stakeholder/Cross-functional Interview: This may involve discussions with individuals from business, product, or technology teams to assess your ability to collaborate and influence across departments.

• Final Interview: Potentially with senior leadership to assess cultural fit, strategic thinking, and overall suitability for the senior role.

Portfolio Review Tips:

• Focus on Process: Clearly articulate your design process, from problem identification and user research to solution ideation and implementation.

• Quantify Impact: Wherever possible, use data and metrics to demonstrate the positive impact of your service designs on user experience, operational efficiency, or business outcomes.

• Showcase Collaboration: Highlight instances where you successfully collaborated with diverse teams and stakeholders, explaining how you managed different perspectives and achieved consensus.

• Tailor to Encora: Research Encora's work and client base. Prepare examples that resonate with their focus on digital engineering and modernization.

• Be Concise and Clear: Structure your presentation logically and speak clearly about your contributions and learnings.

Challenge Preparation:

• Be ready for potential case studies or design challenges that test your ability to quickly analyze a problem, propose solutions, and articulate your thought process.

• Practice explaining complex design concepts and operational implications in a clear, concise manner.

• Prepare to discuss how you would approach designing a service for a specific scenario relevant to Encora's business.

📝 Enhancement Note: The emphasis on portfolio presentation and case studies is standard for senior design and operations roles, requiring candidates to demonstrate not just theoretical knowledge but practical application and measurable results.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Tools: Figma, Sketch, Adobe XD (for prototyping and wireframing); Miro, Mural, FigJam (for collaborative whiteboarding, journey mapping, and workshops).

• Research & Analytics: UserTesting.com, Hotjar, Google Analytics, Amplitude (for user behavior analysis and data insights).

• Project Management: Jira, Confluence, Asana, Trello (for agile workflow management and documentation).

Analytics & Reporting:

• Proficiency in analyzing data from customer feedback platforms, CRM systems, and web analytics tools to inform design decisions.

CRM & Automation:

• While not directly managing CRM, an understanding of how service design impacts CRM processes and customer data management is beneficial.

• Familiarity with workflow automation concepts, as service design often involves optimizing or automating operational processes.

📝 Enhancement Note: Knowledge of collaboration and design tools is expected. For operations professionals, the ability to connect service design outcomes to data analytics, CRM impact, and workflow automation is a significant advantage.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and prioritizing user needs in all design and operational decisions.

• Collaboration: A strong belief in cross-functional teamwork and open communication to achieve shared goals.

• Data-Driven: Utilizing insights from data and user research to inform strategies and measure impact.

• Innovation: Encouraging creative problem-solving and the exploration of new approaches to service delivery.

• Efficiency & Optimization: A focus on streamlining processes and improving the effectiveness of services.

Collaboration Style:

• Proactive and inclusive, actively seeking input from diverse stakeholders.

• Facilitative, guiding discussions and workshops to productive outcomes.

• Transparent, sharing information and design rationales openly.

• Iterative, embracing feedback and continuous improvement.

📝 Enhancement Note: The values reflect a modern, agile team culture that prioritizes user experience, data, and collaborative problem-solving – hallmarks of effective GTM and operations teams.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating complex organizational structures and diverse stakeholder needs across different client projects.

• Balancing user experience ideals with business constraints, technical limitations, and operational realities.

• Quantifying the ROI of service design initiatives in a tangible way for various stakeholders.

Learning & Development Opportunities:

• Exposure to a wide array of industries and client challenges through Encora's diverse portfolio.

• Opportunities to specialize in emerging areas of digital experience and service design.

• Participation in Encora's internal training programs and access to external learning resources.

• Potential to develop leadership skills through project management and team collaboration.

📝 Enhancement Note: These challenges are typical for senior roles that operate at the intersection of design, business, and operations, requiring adaptability and strategic thinking.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex customer journey you've mapped and how your design solutions improved it operationally and experientially." (Focus on process, tools used, and measurable outcomes.)

• "How do you approach facilitating workshops with stakeholders who have conflicting priorities or perspectives?" (Highlight your facilitation techniques, conflict resolution, and ability to drive consensus.)

Company & Culture Questions:

• "What do you know about Encora's approach to digital engineering and modernization?" (Research their services, client types, and value proposition.)

• "How would you contribute to Encora's culture of innovation and user-centricity?" (Align your values and past experiences with their stated culture.)

Portfolio Presentation Strategy:

• Structure your presentation around 2-3 key case studies. For each, clearly define the problem, your role, your process, the solutions you implemented, and the quantifiable results.

• Be prepared to discuss the tools you used and why, as well as how your work integrated with broader business and operational objectives.

• Practice articulating your thought process and decision-making clearly and concisely. Be ready for deep-dive questions.

📝 Enhancement Note: Preparation should focus on translating design principles into operational impact and demonstrating the ability to manage complex stakeholder environments, which are key for senior operations and GTM roles.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided application link on Encora's careers page.

• Customize your resume: Highlight your experience with service design methodologies, customer journey mapping, stakeholder management, and agile environments. Quantify achievements where possible (e.g., "Improved customer satisfaction by X%," "Streamlined Y process resulting in Z efficiency gains").

• Prepare your portfolio: Curate 2-3 strong case studies that showcase your end-to-end service design process and impact. Be ready to present them clearly and concisely, focusing on the operational implications and business value.

• Research Encora: Understand their services, client base, and company culture. Think about how your skills and experience align with their mission of digital engineering and modernization.

• Practice interview responses: Prepare for questions about your design process, collaboration skills, problem-solving abilities, and how you measure success.

⚠️ 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.