Service Designer Senior

📍 Job Overview

Job Title: Service Designer Senior

Company: Multiplica

Location: Lima, Callao Region, Peru

Job Type: Full-Time

Category: Service Design / UX / Digital Transformation Operations

Date Posted: 2026-09-21

Experience Level: Mid-Senior (3-5 years)

Remote Status: Hybrid

🚀 Role Summary

• Lead strategic and tactical user research initiatives to inform the design and implementation of innovative digital and analog services.

• Develop comprehensive service blueprints, customer journey maps, and process flows to optimize end-to-end customer experiences.

• Collaborate closely with cross-functional digital product teams to ensure seamless service delivery and user satisfaction.

• Drive the design and implementation of both digital (Web/App) and analog service solutions.

• Leverage a deep understanding of Customer Experience (CX) principles to enhance user interactions and business outcomes.

📝 Enhancement Note: This role is positioned as a Senior Service Designer, implying a need for strategic thinking, leadership in research methodologies, and the ability to guide complex service design projects. The emphasis on both digital and analog services, along with B2C/B2B initiatives, suggests a broad scope of work.

📈 Primary Responsibilities

• Conduct strategic and tactical user research (Design Research and UX Research) to uncover user needs, pain points, and opportunities.

• Map existing processes and design future-state customer journeys and service blueprints for digital and analog touchpoints.

• Design and implement user interfaces (UI) and interaction designs for web and mobile applications.

• Oversee the design and implementation of both digital (Web/App) and analog service solutions, ensuring consistency and quality.

• Utilize quantitative research methods to gather data and inform service design decisions, complementing qualitative insights.

• Collaborate with digital product teams, providing service design expertise throughout the product development lifecycle.

• Contribute to the broader Customer Experience (CX) strategy by identifying and addressing critical touchpoints.

• Employ a wide range of qualitative and quantitative research techniques to gather actionable insights.

• Facilitate workshops and design thinking sessions to foster innovation and alignment among stakeholders.

• Manage and maintain documentation for service design processes, user research findings, and design artifacts.

📝 Enhancement Note: The responsibilities highlight a blend of strategic research, hands-on design execution (UI/Interaction), and cross-functional collaboration. The mention of "office and in field" for the hybrid model suggests potential for on-site user observation or stakeholder engagement beyond the typical office setting.

🎓 Skills & Qualifications

Education:

• While not explicitly stated, a Bachelor's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field is typically expected for a Senior Service Designer role. Advanced degrees or certifications in Service Design or UX are advantageous. Experience:

• Minimum of 3 years of progressive experience in a Service Designer or closely related role (e.g., UX Designer with a service design focus, CX Strategist).

• Proven track record of working on digital initiatives, preferably within B2C and/or B2B environments.

• Experience collaborating effectively with digital product teams, including Product Managers, Engineers, and other designers. Required Skills:

• Service Design Expertise: Deep understanding and practical application of service design principles, methodologies, and tools.

• Strategic & Tactical User Research: Proficiency in both broad strategic research (Design Research) and specific tactical research (UX Research) to inform design decisions.

• Journey Mapping & Service Blueprinting: Ability to create detailed customer journey maps and service blueprints that visualize end-to-end service interactions and operational processes.

• Process Mapping: Skill in analyzing and documenting current processes and designing optimized future-state workflows.

• UI & Interaction Design: Competence in designing user interfaces and interaction models for digital products (Web/App).

• Quantitative Research: Experience with quantitative research methods and data analysis to support design hypotheses and measure impact.

• Stakeholder Management: Strong ability to communicate effectively, build consensus, and manage expectations with diverse stakeholders.

• Digital & Analog Service Design: Experience in designing and implementing services across both digital platforms and physical/analog touchpoints.

Preferred Skills:

• Customer Experience (CX) Knowledge: Familiarity with CX frameworks, metrics, and best practices for enhancing overall customer satisfaction.

• Familiarity with Design & Project Management Tools: Proficiency with tools such as Jira, Miro, Mural, Notion, Figma, and Video-ask.

• Cross-functional Teamwork: Demonstrated ability to work collaboratively within agile product development teams.

• Problem-Solving: Aptitude for identifying complex problems and devising innovative, user-centered solutions.

📝 Enhancement Note: The emphasis on both "strategic" and "tactical" research, coupled with a broad toolset requirement, indicates a need for a well-rounded Service Designer who can operate at both conceptual and execution levels. The mention of "office and in field" for the hybrid model suggests that fieldwork might involve user interviews, site visits, or competitive analysis in physical spaces.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: A curated selection of 3-5 comprehensive case studies showcasing end-to-end service design projects. Each case study should clearly articulate the problem statement, your role, the methodologies employed, key insights, design solutions, and measurable outcomes.

• Process Visualization: Demonstrations of your ability to create and utilize process maps, customer journey maps, and service blueprints to analyze and improve service delivery.

• Research Synthesis: Examples of how you've synthesized qualitative and quantitative research findings into actionable design recommendations.

• UI/Interaction Design Examples: Visual examples of UI design and interaction patterns you've created for digital products (Web/App), highlighting user-centered design principles.

• Tool Proficiency Showcase: Evidence of your proficiency with key tools such as Figma, Miro, Mural, Jira, and Notion, demonstrating how these tools were leveraged to facilitate design processes and collaboration.

Process Documentation:

• Workflow Design & Optimization: Showcase examples of how you have mapped existing service workflows and designed optimized future-state processes, detailing the improvements achieved.

• Implementation & Automation: Present projects where you have been involved in the implementation of designed services, including any considerations for automation or digital integration.

• Measurement & Analysis: Provide examples of how you have defined metrics, tracked performance, and analyzed the impact of service design interventions.

📝 Enhancement Note: For a Senior Service Designer role, the portfolio needs to go beyond mere deliverables. It should demonstrate strategic thinking, problem-solving capabilities, and the ability to articulate the impact of service design on business objectives and user experience. The inclusion of both digital and analog service design examples will be a significant plus.

💵 Compensation & Benefits

Salary Range:

• Based on the role of Senior Service Designer in Lima, Peru, with 3+ years of experience, and considering the hybrid work model and comprehensive benefits, an estimated salary range would be PEN 6,000 - PEN 9,000 per month. This estimate is derived from industry benchmarks for similar roles in major Peruvian cities, factoring in the required experience level and the specialized skillset in service design and UX research. Benefits:

• 100% Payroll: Full-time employment on the company's payroll, ensuring all legal benefits and protections.

• 2-Month Contract (Renewable): Initial contract duration of two months with a high possibility of extension, offering a trial period for both the candidate and the company.

• 100% EPS Health Insurance Coverage: Comprehensive health insurance benefits with the company covering 100% of the premium.

• Hybrid Work Model: Flexible arrangement allowing 3 days in the office and the remainder remote, balancing collaboration with work-life balance.

• Excellent Work Environment: A positive and supportive workplace culture designed to foster employee well-being and productivity.

• Career Path Opportunities: Clear pathways for professional development and advancement within the organization.

• Challenging Projects: Opportunity to work on diverse and impactful projects that push creative and technical boundaries.

• Constant Training: Access to ongoing learning and development opportunities to enhance skills and stay current with industry trends.

• Inclusive Work Environment: A commitment to diversity and inclusion, welcoming individuals of all backgrounds and abilities.

Working Hours:

• Monday to Friday, 09:00 AM to 06:00 PM (Peruvian local time), totaling 40 hours per week. This standard schedule allows for predictable work hours while the hybrid model offers flexibility in location.

📝 Enhancement Note: The salary range is an estimation based on available data for similar roles in Lima, Peru. It's crucial for candidates to confirm the exact salary during the interview process. The benefits package is quite strong, particularly the 100% EPS coverage and the emphasis on career growth and training. The initial 2-month contract with renewal possibility is common for project-based roles or during initial assessment periods.

🎯 Team & Company Context

🏢 Company Culture

Industry: Digital Talent Consulting / Technology Services. Multiplica operates as a consultancy focused on digital talent and digital transformation, indicating a fast-paced, innovative, and client-centric environment. This industry often demands adaptability, continuous learning, and strong problem-solving skills.

Company Size: (Information not directly provided, but the job posting via Workable suggests a growing organization or one actively seeking talent across multiple roles.)

Founded: (Information not directly provided.)

Team Structure:

• Operations Team: This role sits within a service design or digital transformation practice, likely collaborating with project managers, other designers (UX/UI), researchers, and potentially business analysts.

• Cross-functional Collaboration: The role explicitly mentions working with "equipos de producto digitales" (digital product teams), implying close partnerships with engineering, product management, marketing, and potentially business development.

• Client-Facing Aspects: As a consultancy, there's an inherent need to engage with clients, understand their business needs, and present solutions, suggesting a culture that values strong communication and client relationship management.

Methodology:

• Agile & Design Thinking: Given the nature of digital product development and service design, methodologies like Agile, Scrum, and Design Thinking are likely core to how teams operate.

• Data-Driven Decision Making: The emphasis on quantitative and qualitative research points to a culture that values data in informing strategic and tactical decisions.

• Continuous Improvement: The focus on process mapping, journey design, and service implementation suggests a commitment to ongoing optimization and iterative development.

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

📝 Enhancement Note: Multiplica's focus on digital talent and transformation suggests a culture that thrives on innovation, expertise, and client success. The role of a Senior Service Designer is pivotal in this context, bridging client needs with digital solutions. The "office and in field" hybrid model hints at a proactive approach, potentially involving client site visits or user research in real-world settings.

📈 Career & Growth Analysis

Operations Career Level: Senior Service Designer. This level typically implies a significant degree of autonomy, the ability to lead projects, mentor junior team members, and contribute to strategic initiatives. It's a role for experienced practitioners who can independently drive complex service design challenges from research to implementation.

Reporting Structure: While not explicitly detailed, a Senior Service Designer would likely report to a Head of Design, a Design Director, a Service Design Lead, or a Project Manager overseeing digital transformation initiatives. They would work closely with product owners and engineering leads.

Operations Impact: The Service Designer's impact is critical in ensuring that Multiplica's digital solutions are not only functional but also user-centric, efficient, and aligned with client business objectives. This role directly influences customer satisfaction, adoption rates, and ultimately, the success of digital transformation projects for clients. By optimizing service delivery, they contribute to client retention and revenue generation for Multiplica.

Growth Opportunities:

• Leadership Development: Opportunities to lead larger, more complex service design projects, potentially managing small teams or mentoring junior designers.

• Specialization: Deepening expertise in specific areas of service design, such as CX strategy, digital transformation consulting, or specific industry verticals.

• Client Relationship Management: Developing skills in client communication, proposal development, and strategic advisory.

• Transition to Management: Potential to move into roles like Design Lead, Head of Service Design, or a more senior consulting position.

• Continuous Learning: Access to ongoing training, workshops, and potentially certifications to stay at the forefront of design methodologies and digital trends.

📝 Enhancement Note: The "Senior" title suggests that candidates are expected to bring a high level of expertise and initiative. The growth opportunities lean towards increasing responsibility, strategic influence, and leadership within the design and consulting domain. The "office and in field" aspect could also present opportunities to gain practical experience in diverse operational environments.

🌐 Work Environment

Office Type: Hybrid. The role requires 3 days per week in the office and the rest remote, suggesting a blend of collaborative in-office work and focused remote work. The "in field" component of the hybrid model implies that some days might involve working at client sites or conducting user research outside the main office.

Office Location(s): Lima, Callao Region, Peru. Specific office address not provided, but candidates should expect a physical workspace in this region.

Workspace Context:

• Collaborative Hub: The office is likely designed to foster collaboration, with meeting rooms, whiteboarding spaces, and areas for team discussions, essential for service design workshops and co-creation sessions.

• Tools & Technology: Access to standard office equipment, reliable internet, and potentially specialized design software and hardware. The job description highlights tools like Figma, Miro, Mural, and Jira, suggesting these are readily available or expected.

• Team Interaction: The hybrid model facilitates regular face-to-face interaction with colleagues, fostering team cohesion and knowledge sharing, balanced with the flexibility of remote work.

Work Schedule:

• Standard working hours are Monday to Friday, 09:00 AM to 06:00 PM (Lima time). This schedule provides a consistent framework for the 40-hour work week, allowing for predictable planning of both office days and remote work.

📝 Enhancement Note: The hybrid model with an "in field" component is key here. It suggests that this isn't just a typical office-based hybrid role; it might involve site visits, observational research, or client meetings outside the primary office location, requiring flexibility and adaptability.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A brief call with HR or a recruiter from Multiplica Talent to assess basic qualifications, interest, and cultural fit.

• Technical Interview / Hiring Manager Interview: A deeper dive into your service design experience, research methodologies, problem-solving skills, and understanding of CX. This may involve discussing specific case studies from your portfolio.

• Portfolio Presentation: A dedicated session where you present your portfolio, walking the interview panel through key projects, highlighting your process, contributions, and the impact of your work. Be prepared to discuss challenges and learnings.

• Team/Cross-functional Interview: An opportunity to meet potential colleagues from product teams or other design disciplines to assess collaboration style and fit.

• Final Interview (Potentially): A final discussion with a senior leader to confirm overall fit and discuss terms.

Portfolio Review Tips:

• Structure Your Narrative: For each case study, clearly define the problem, your specific role and contributions, the methodologies used (research, design, testing), key insights, the solution, and the measurable outcomes/impact.

• Highlight Process & Rationale: Don't just show the final output; explain why you made certain decisions, how you approached research, and how you iterated based on feedback or data. Emphasize your strategic thinking.

• Showcase Tool Proficiency: Integrate examples of how you've used tools like Miro, Figma, and Jira effectively to facilitate your design process and collaboration.

• Quantify Impact: Wherever possible, present quantifiable results (e.g., improved conversion rates, reduced user errors, increased satisfaction scores). If direct metrics aren't available, articulate the anticipated business value.

• Tailor to the Role: Emphasize projects that align with the requirements of this Senior Service Designer role, particularly those involving strategic research, journey mapping, service blueprinting, and digital/analog service design.

Challenge Preparation:

• Service Design Challenge: Be prepared for a potential design challenge. This could involve analyzing a hypothetical service problem, proposing research methods, sketching out initial concepts, or outlining a service blueprint.

• Problem-Solving: Practice articulating your thought process for solving complex user or business problems. Use the STAR method (Situation, Task, Action, Result) for behavioral questions.

• Methodology Discussion: Be ready to discuss your preferred research and design methodologies, their strengths and weaknesses, and when to apply them.

📝 Enhancement Note: The emphasis on portfolio presentation is critical. Candidates should prepare to articulate their design process, rationale, and impact clearly and concisely. The "office and in field" aspect might also prompt questions about how they conduct research or manage projects in diverse environments.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Essential for UI design, prototyping, and collaborative design workflows. Proficiency in creating design systems and interactive prototypes is expected.

• Miro/Mural: Critical for collaborative ideation, workshops, journey mapping, service blueprinting, and affinity diagramming. Candidates should demonstrate experience facilitating or participating in remote and hybrid workshops using these tools.

• Jira: Likely used for project management, task tracking, and bug reporting within agile development teams. Familiarity with creating and managing tickets, workflows, and understanding sprint cycles is important.

• Notion: Useful for documentation, knowledge management, and project organization. Experience in structuring information and creating shared documentation spaces would be beneficial.

• Video-ask: A tool for asynchronous video communication, potentially used for user interviews or gathering feedback. Familiarity with its application in research or stakeholder communication is a plus.

Analytics & Reporting:

• Quantitative Research Tools: While not specified, experience with tools for surveys (e.g., SurveyMonkey, Google Forms), analytics platforms (e.g., Google Analytics, Amplitude), and potentially data visualization tools (e.g., Tableau, Power BI) would be advantageous for analyzing quantitative data.

CRM & Automation:

• CRM Systems (e.g., Salesforce, HubSpot): Understanding how services integrate with CRM systems to manage customer interactions and data is beneficial, especially for B2C/B2B initiatives.

• Automation Tools: Awareness of how automation can enhance service delivery or user journeys, even if not directly implementing them.

📝 Enhancement Note: The listed tools cover the spectrum from design and collaboration to project management. Candidates should be prepared to discuss how they leverage these tools to enhance their service design process, facilitate collaboration, and drive project efficiency. The "office and in field" context might also imply the use of mobile tools for on-site research or data capture.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and addressing user needs as the primary driver for all design decisions and service implementations.

• Collaboration: Valuing teamwork, open communication, and cross-functional partnerships to achieve shared goals. The hybrid model emphasizes the need for proactive collaboration.

• Innovation & Continuous Improvement: A drive to explore new ideas, challenge existing processes, and consistently seek ways to optimize services and user experiences.

• Data-Driven Approach: Utilizing both qualitative and quantitative data to inform strategy, validate designs, and measure impact, ensuring decisions are grounded in evidence.

• Excellence & Quality: A dedication to delivering high-quality design solutions and exceptional service experiences that meet client expectations.

Collaboration Style:

• Proactive Communication: In a hybrid environment, especially with "in field" components, proactive and clear communication is vital. This includes regular updates, clear documentation, and effective use of collaboration tools.

• Cross-functional Integration: Working seamlessly with product managers, engineers, marketers, and other stakeholders, acting as a bridge between user needs and business/technical realities.

• Feedback Culture: Openness to giving and receiving constructive feedback to continuously refine designs and processes.

• Knowledge Sharing: A willingness to share insights, best practices, and learnings with team members to foster collective growth.

📝 Enhancement Note: Multiplica's focus on digital talent and transformation suggests a culture that values expertise, agility, and client success. The values likely revolve around user advocacy, collaborative problem-solving, and delivering tangible business value through design. The hybrid and "in field" aspects necessitate strong communication and trust-building within the team.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Digital & Analog Services: Effectively designing and integrating services across diverse touchpoints (digital apps, websites, physical interactions) requires a holistic approach and careful consideration of user flow continuity.

• Managing Stakeholder Expectations: As a Senior Designer, you'll need to navigate diverse stakeholder needs and priorities, ensuring alignment and buy-in for your design recommendations, especially in a client-facing consultancy.

• Data Synthesis & Actionability: Translating complex qualitative and quantitative research data into clear, actionable design insights can be challenging but is crucial for impactful design.

• Adapting to Evolving Technologies & Methodologies: The digital landscape is constantly changing. Staying current with new tools, research techniques, and design trends requires continuous learning.

• Hybrid/Fieldwork Coordination: Effectively managing collaboration and fieldwork logistics in a hybrid setting, ensuring productivity and seamless communication between remote, office, and field-based activities.

Learning & Development Opportunities:

• Advanced Service Design Techniques: Opportunities to deepen expertise in areas like service journey mapping, ecosystem design, and service blueprinting for complex systems.

• CX Strategy & Transformation: Gaining exposure to broader Customer Experience strategy and digital transformation consulting, potentially leading to more strategic client advisory roles.

• Leadership and Mentorship: Developing leadership skills through project leadership, mentoring junior designers, and potentially contributing to the growth of the design practice.

• Industry Conferences & Training: Access to relevant industry events, workshops, and certifications to enhance skills in UX research, service design, and digital strategy.

• Exposure to Diverse Industries: Working with various clients across different sectors provides broad experience and a deep understanding of diverse business challenges and user behaviors.

📝 Enhancement Note: The challenges presented are typical for senior-level roles in dynamic industries. The growth opportunities are geared towards increasing strategic impact, leadership, and continuous professional development within the digital consulting space. The "in field" aspect of the hybrid model offers unique opportunities for immersive learning.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you designed from research to implementation. What were the biggest challenges, and how did you overcome them?" (Focus on process, problem-solving, and impact.)

• "How do you approach balancing the needs of different stakeholders (e.g., business, users, technical teams) when designing a service?" (Highlight your stakeholder management and negotiation skills.)

• "Walk us through your process for creating a service blueprint. What key elements do you include, and how do you ensure it's actionable?" (Demonstrate your understanding of core service design artifacts and their practical application.)

• "How do you use quantitative data to inform qualitative design decisions, and vice-versa, in a service design context?" (Showcase your ability to integrate diverse research methods.) Company & Culture Questions:

• "Based on your understanding of Multiplica, what do you see as the biggest opportunities for service design within our client engagements?" (Research Multiplica's services and client work.)

• "How do you contribute to a positive and inclusive team environment, especially in a hybrid work setting?" (Reflect on your collaborative style and experience with hybrid teams.)

• "Describe a time you had to adapt your design approach due to changing project requirements or client feedback." (Highlight your flexibility and problem-solving under pressure.) Portfolio Presentation Strategy:

• Tell a Story: Frame each case study as a narrative with a clear beginning (problem), middle (your process and solutions), and end (impact/outcome).

• Focus on Your Contribution: Clearly articulate your specific role and contributions, especially if it was a team project. Use "I" when discussing your actions and "we" for team efforts.

• Show, Don't Just Tell: Use visuals (screenshots, diagrams, prototypes, photos of workshops) to illustrate your points. Make sure your service blueprints and journey maps are clear and easy to follow.

• Quantify Results: Prepare to discuss metrics and the business impact of your designs. If exact numbers aren't available, discuss anticipated benefits or qualitative improvements.

• Be Ready for Q&A: Anticipate questions about your design choices, challenges, and alternative approaches. Be confident in your rationale.

📝 Enhancement Note: Prepare to discuss how you manage your work and collaborate effectively in a hybrid environment and how you approach "in field" research or client engagements. Demonstrating adaptability and proactive communication will be key.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided link on Workable.

• Customize Your Resume: Tailor your resume to highlight your 3+ years of experience in service design, user research (strategic & tactical), journey mapping, service blueprinting, UI/interaction design, and experience with digital/analog services. Use keywords from the job description.

• Prepare Your Portfolio: Curate 3-5 strong case studies that showcase your end-to-end service design process, problem-solving skills, collaboration, and impact. Ensure it clearly demonstrates your proficiency with tools like Figma, Miro, and Jira.

• Practice Your Presentation: Rehearse presenting your portfolio, focusing on clear storytelling, articulating your rationale, and quantifying results. Be ready to discuss your experience in hybrid and "in field" work environments.

• Research Multiplica: Understand their mission, services, client base, and approach to digital transformation. This will help you tailor 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.