Service Designer Senior

📍 Job Overview

Job Title: Service Designer Senior

Company: Multiplica Talent

Location: Lima, Callao Region, Peru

Job Type: CONTRACTOR

Category: Service Design / UX / Product Design

Date Posted: 2026-04-15

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

Remote Status: Hybrid (with potential for remote work within Peru)

🚀 Role Summary

• Drive end-to-end service design initiatives for a leading digital wallet product in Peru, focusing on execution, analysis, and stakeholder communication.

• Conduct comprehensive qualitative and quantitative research to uncover user needs, validate hypotheses, and inform strategic business decisions.

• Develop and map complex service blueprints, customer journeys, and ecosystem maps to visualize current and future states of the digital wallet experience.

• Facilitate collaborative workshops with cross-functional teams and stakeholders to co-create desirable, viable, and feasible value propositions.

• Translate strategic business objectives into actionable design solutions and product enhancements within a corporate environment.

📝 Enhancement Note: This role is a senior-level position with a strong emphasis on hands-on execution and a deep understanding of the digital payments and banking sector. The "Service Designer Senior" title, combined with the responsibilities outlined, indicates a need for an individual who can not only design but also guide and influence the strategic direction of the digital wallet product. The hybrid model suggests a need for strong remote collaboration skills alongside in-person engagement when required.

📈 Primary Responsibilities

• Lead the design and execution of service design projects for a prominent digital wallet in Peru, ensuring alignment with business objectives and user needs.

• Conduct in-depth user research, including interviews, shadowing, field observations, and usability testing, to gather actionable insights.

• Develop and refine detailed service blueprints, customer journey maps, and ecosystem maps to illustrate service interactions and identify improvement opportunities.

• Facilitate ideation, prioritization, alignment, and visioning workshops with diverse stakeholder groups, including product, engineering, marketing, and operations teams.

• Translate user insights and business requirements into compelling value propositions and innovative service solutions.

• Analyze research data (qualitative and quantitative) to form clear hypotheses and validate proposed design solutions.

• Communicate complex service design concepts and research findings effectively to technical and non-technical audiences through strong storytelling and presentations.

• Collaborate closely with product managers, engineers, and business leaders to ensure seamless implementation of designed services.

• Continuously assess and optimize existing service processes, identifying bottlenecks and proposing efficiency improvements within the digital wallet ecosystem.

• Contribute to the strategic direction of the digital wallet product by providing user-centric perspectives and market insights.

📝 Enhancement Note: The responsibilities emphasize a blend of research, strategic thinking, and hands-on design execution. The focus on "execution, analysis, and communication" for a "principal project in digital wallets" suggests a need for a candidate who can operate autonomously and drive projects forward within a structured corporate setting. The mention of "labs assigned" implies participation in innovation or R&D-like environments.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field is typically expected for a Senior Service Designer role.

Experience: Minimum of 2 years of demonstrable experience as a Service Designer.

Required Skills:

• Minimum 2 years of proven experience as a Service Designer (exclusive requirement).

• Prior experience in roles such as UX Designer or Design Researcher.

• Proven experience within digital wallets, payment methods, banking, or large enterprise environments.

• Proficiency in qualitative and/or quantitative research methodologies.

• Fluent in tools such as PowerPoint/PPT, Miro, or other collaborative and visualization tools.

• Strong understanding of business principles and the ability to translate strategic needs into actionable solutions.

• Expertise in qualitative research: in-depth interviews, concept testing, field observation, and other relevant techniques.

• High proficiency in Service Design: end-to-end process mapping (back and front-end), stakeholder alignment, and corporate ecosystem mapping.

• Familiarity with Service Design tools: Blueprints, Journeys, Ecosystem Maps.

• High proficiency in Research: design and execution of qualitative research for exploratory, generative, and validation projects.

• Experience with research tools: in-depth interviews, shadowing, in-home visits, ethnographic diaries, focus groups, etc.

• Strategic vision: ability to comprehend business strategy, align with it, and challenge it when necessary, demonstrating knowledge of business concepts and models.

• Value proposition design: mandatory use of qualitative/quantitative insights to co-create user-desirable, business-viable, and technically feasible value propositions.

• Experience in in-depth interviews, strong storytelling, and usability testing.

Preferred Skills:

• Experience in a hybrid work model or with remote collaboration tools.

• Familiarity with agile development methodologies.

• Knowledge of financial technology (FinTech) trends and regulations in Peru.

• Experience with design thinking frameworks beyond service design.

• Ability to mentor junior designers or researchers.

📝 Enhancement Note: The requirements are highly specific, emphasizing both breadth and depth of experience in service design, research, and the digital payments domain. The "excluyente" (exclusive) nature of the 2 years of Service Designer experience highlights its critical importance. The detailed list of research and service design tools and techniques suggests a need for a candidate with a robust toolkit and practical application experience.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 significant Service Design projects, ideally within the digital payments, banking, or FinTech sectors.

• For each project, clearly articulate the problem statement, your role and responsibilities, the methodologies used (research, mapping, facilitation), and the key insights gained.

• Demonstrate expertise in creating service blueprints, customer journey maps, and ecosystem maps, showing the evolution of these artifacts throughout the project lifecycle.

• Include examples of your qualitative and quantitative research process, highlighting how you designed studies, collected data, and synthesized findings.

Process Documentation:

• Provide examples of how you document and communicate service design processes, including research plans, workshop agendas, and synthesis reports.

• Illustrate your approach to stakeholder management and alignment throughout a project, potentially through communication plans or RACI matrices.

• Showcase your ability to translate strategic business needs and user insights into actionable design recommendations and roadmaps.

• Demonstrate experience in facilitating and documenting collaborative design workshops, including ideation, prioritization, and co-creation sessions.

📝 Enhancement Note: Given the emphasis on execution and stakeholder management, a portfolio that clearly demonstrates end-to-end project ownership, a structured approach to research and design, and the ability to drive consensus among multiple parties will be highly valued. The inclusion of specific artifacts like blueprints and journey maps, along with evidence of impact, is crucial.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Senior Service Designer in Lima, Peru, with 2-5 years of experience in the digital payments sector, the estimated salary range is PEN 6,000 - PEN 10,000 per month. This estimate considers the required specialized experience, the hybrid work model, and the benefits offered.

Benefits:

• 100% Full Payroll (Planilla Completa): Full-time employment with all legal benefits and social security contributions.

• 100% Covered EPS (Entidad Prestadora de Salud): Comprehensive health insurance plan fully covered by the company, providing access to private healthcare services.

• 6-Month Contract (Renewable): Initial contract period of six months, with the possibility of extension based on performance and project needs.

• Excellent Work Environment: A positive and supportive workplace culture designed to foster collaboration and innovation.

• Career Path Opportunity: Potential for professional growth and advancement within Multiplica Talent or its client organizations.

• Participation in Challenging Projects: Opportunity to work on impactful and complex projects within the digital wallet space.

• Constant Training: Access to ongoing learning and development opportunities to enhance skills and knowledge.

Working Hours: The standard working hours are likely 40 hours per week, typical for a full-time role. The hybrid model allows for flexibility, with specific days in the office (Lima, La Molina) to be determined by client needs, alongside remote work arrangements.

📝 Enhancement Note: The salary range is an estimation based on market data for senior design roles in Peru and the specific industry focus. The benefits package is comprehensive, particularly the 100% EPS coverage, which is a significant perk in Peru. The contract being for 6 months renewable is standard for consulting engagements.

🎯 Team & Company Context

🏢 Company Culture

Industry: Multiplica Talent operates within the digital talent consulting and recruitment sector, specializing in connecting skilled professionals with companies across LATAM, USA, Europe, and Africa. They focus on high-demand digital roles, including UX/UI, Service Design, and other tech-centric positions. The specific client project is within the digital wallets and payment methods sector in Peru, a rapidly growing FinTech area.

Company Size: Multiplica Talent, as a talent consultancy, likely has a moderate to large team of recruiters, HR professionals, and support staff. The client company for this project could range from a large established financial institution to a rapidly growing FinTech startup.

Founded: Multiplica Talent has 20 years of experience in the market, indicating a stable and established presence in the digital talent recruitment landscape. This longevity suggests a robust understanding of industry trends and a strong network.

Team Structure:

• The Service Designer will likely be part of a dedicated project team within the client's organization, potentially within a Product, Design, or Innovation department.

• This team may include Product Managers, UX/UI Designers, UX Researchers, Engineers, and business stakeholders from various departments (e.g., Marketing, Operations, Legal).

Methodology:

• The project team will likely employ agile or hybrid methodologies, emphasizing iterative development, continuous feedback, and data-driven decision-making.

• Service design methodologies will be central to the role, focusing on user-centricity, journey mapping, process optimization, and stakeholder collaboration.

• Data analysis and insights synthesis will be crucial for informing design decisions and validating solutions.

Company Website: https://www.multiplicatalent.com/ (This is the general Multiplica Talent website; the client's website is not specified but is implied to be a digital wallet provider in Peru.)

📝 Enhancement Note: Multiplica Talent positions itself as a facilitator of digital transformation by providing specialized talent. The emphasis on "agents of change creating organizations of the future" suggests a culture that values innovation, adaptability, and forward-thinking. The client's focus on digital wallets implies a fast-paced, tech-driven environment.

📈 Career & Growth Analysis

Operations Career Level: This role is classified as "Senior," indicating a level of expertise and autonomy beyond entry-level or mid-level positions. A Senior Service Designer is expected to lead projects, mentor others, and contribute to strategic discussions. In the context of operations, this role focuses on designing and optimizing the customer-facing aspects of digital services, directly impacting user experience and operational efficiency.

Reporting Structure: The Service Designer will report to a project lead or manager within the client organization for the digital wallet product. This individual will likely oversee the product's strategic direction and operational execution. Collaboration will extend across multiple departments, requiring strong communication and influence skills.

Operations Impact: The Service Designer's work directly influences the usability, efficiency, and desirability of the digital wallet. By optimizing user journeys, streamlining processes, and ensuring stakeholder alignment, this role contributes significantly to customer acquisition, retention, transaction success rates, and overall operational effectiveness of the payment platform.

Growth Opportunities:

• Skill Specialization: Deepen expertise in digital wallets, FinTech, and specific research methodologies, becoming a go-to expert in the field.

• Leadership Development: Potential to lead larger design teams, manage multiple projects simultaneously, or transition into product management or strategy roles within the client organization or Multiplica Talent.

• Cross-Functional Exposure: Gain extensive experience working with diverse teams (engineering, marketing, legal, operations) and understanding broader business functions.

• Project Diversity: Opportunity to work on evolving features and new product initiatives within the digital wallet ecosystem, keeping the work challenging and dynamic.

• Mentorship: Opportunity to mentor junior designers or researchers, fostering leadership skills.

📝 Enhancement Note: The "Senior" designation implies a significant level of responsibility and the expectation of contributing strategically to the product's success. The growth opportunities are framed around deepening expertise, broadening influence, and potentially moving into leadership positions, which are common trajectories for senior operations and design professionals.

🌐 Work Environment

Office Type: The role is described as "Hybrid," with offices located in Lima, La Molina. This suggests a blend of in-office collaboration and remote work. The office environment is likely modern and equipped to support collaborative design work, with meeting rooms, whiteboarding facilities, and potentially dedicated project spaces.

Office Location(s): The primary office location for required in-person work is Lima, specifically in the La Molina district. Candidates must be able to commute to this location as needed by the client. This is within Peru, aligning with the location requirements.

Workspace Context:

• Collaborative Environment: The hybrid model necessitates robust remote collaboration tools (like Miro) and in-person sessions for key workshops and team syncs. Expect a dynamic environment where design thinking and agile principles are applied.

• Operations Tools & Technology: Access to standard design software, collaborative platforms (Miro, PowerPoint), and potentially project management tools will be available. The company will likely provide necessary hardware and software licenses for the role.

• Team Interaction: Regular interaction with cross-functional teams, including product managers, engineers, researchers, and business stakeholders, will be a key aspect of the daily work. This interaction will occur both virtually and in person.

Work Schedule: The standard work schedule is likely 40 hours per week. The hybrid nature offers flexibility, allowing for remote work on certain days. Specific in-office days will be dictated by client needs and project requirements, ensuring that collaborative sessions and critical meetings are well-attended.

📝 Enhancement Note: The hybrid aspect implies a need for self-discipline and strong time management skills. The La Molina location is a specific detail that candidates should be aware of for their commute planning. The environment is expected to be fast-paced and collaborative, typical of tech and digital product development.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: A brief call with a Multiplica Talent recruiter to assess basic qualifications, experience alignment, and cultural fit.

2. Hiring Manager Interview: An in-depth discussion with the client's hiring manager or project lead to evaluate technical skills, experience with digital wallets/payments, and strategic thinking. This stage will likely involve discussing your approach to service design and research.

3. Portfolio Presentation & Case Study: A dedicated session where you will present a selection of your previous work, focusing on a relevant project (ideally related to digital wallets, payments, or similar complex services). Be prepared to walk through your process, research insights, design artifacts (blueprints, journeys), and the impact of your work.

4. Skills Assessment/Challenge: A potential practical exercise or case study designed to assess your problem-solving skills, ability to map processes, and communication style under pressure. This might involve analyzing a hypothetical scenario or a specific design challenge.

5. Final Interview: A final conversation with key stakeholders or leadership to confirm fit, discuss career aspirations, and finalize terms of employment.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best showcase your end-to-end Service Design capabilities, your research expertise, and your experience in FinTech/digital payments.

• Focus on Process & Impact: Clearly articulate the problem, your role, your methodology (research, mapping, workshops), your key insights, and the measurable outcomes or impact of your work. Use data and metrics wherever possible.

• Visualize Artifacts: Include high-quality visuals of your service blueprints, journey maps, ecosystem maps, and research findings. Explain the rationale behind their design and how they informed decisions.

• Tell a Story: Structure your presentation as a narrative. Explain the context, the challenges, your approach, and the resolution. Highlight your critical thinking and problem-solving skills.

• Tailor to the Role: Emphasize aspects of your experience that directly relate to digital wallets, payment methods, banking, and working with multiple stakeholders.

Challenge Preparation:

• Anticipate Process Mapping: Be ready to quickly map out a user flow or service process for a given scenario. Practice using tools like Miro or even simple diagrams.

• Research Hypothesis Generation: Prepare to outline how you would approach researching a specific problem or validating a hypothesis for a digital wallet feature.

• Stakeholder Communication: Think about how you would explain complex design decisions or research findings to different types of stakeholders (technical, business, executive).

📝 Enhancement Note: The interview process is standard for senior design roles, with a strong emphasis on portfolio review and practical demonstration of skills. Candidates should prepare to articulate their design process, research methodologies, and their ability to drive impact within a corporate, product-focused environment.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Collaboration: Miro (essential for mapping, workshops, ideation), Lucidchart or similar (for process flow diagrams).

• Presentation: PowerPoint/PPT (critical for stakeholder communication and reporting findings).

• Prototyping/Design (potentially): Figma, Sketch, Adobe XD (while not explicitly mentioned for Service Design, often used by UX/UI designers on the team, and understanding them is beneficial).

• Research Tools: SurveyMonkey, Typeform (for quantitative surveys), UserTesting.com or similar (for remote usability testing), note-taking and transcription tools.

Analytics & Reporting:

• Data Analysis: Excel or Google Sheets for data synthesis and analysis.

• Reporting: PowerPoint for presenting findings and recommendations. Understanding of analytics platforms (e.g., Google Analytics, Amplitude, Mixpanel) could be a plus for understanding user behavior data.

CRM & Automation:

• While not directly a CRM role, understanding how customer data is managed and how automation impacts user experience within a digital wallet is relevant. Familiarity with how CRMs integrate with customer service or marketing platforms might be useful for context.

• Integration Tools: Understanding how different systems (e.g., payment gateways, banking APIs, user management systems) interact is beneficial for holistic service design.

📝 Enhancement Note: The emphasis on Miro and PowerPoint is significant. Candidates should be very comfortable with these tools for both individual work and collaborative sessions. While not explicitly a UX/UI role, familiarity with design tools and analytics platforms will enhance a candidate's ability to collaborate with other teams.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and serving the needs of digital wallet users, ensuring a seamless and valuable experience.

• Data-Driven Decision Making: Relying on qualitative and quantitative insights to inform design choices, validate hypotheses, and measure impact.

• Collaboration & Communication: Fostering an environment where cross-functional teams work together effectively, with open communication and shared understanding.

• Efficiency & Optimization: Continuously seeking ways to improve processes, streamline workflows, and enhance the overall operational effectiveness of the digital wallet.

• Innovation & Adaptability: Embracing new ideas, technologies, and approaches to stay ahead in the dynamic FinTech landscape.

Collaboration Style:

• Cross-Functional Integration: The role requires strong collaboration with product management, engineering, marketing, legal, and customer support teams to ensure a holistic service design approach.

• Process Review Culture: An environment that encourages regular review of existing processes and open feedback loops to identify areas for improvement.

• Knowledge Sharing: A culture that promotes sharing insights, best practices, and learnings across teams, fostering collective growth.

📝 Enhancement Note: The values reflect a modern, agile, and user-focused approach to product development, common in the tech and FinTech sectors. Emphasis on collaboration and data-driven decisions aligns well with the operational goals of a digital wallet.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Corporate Structures: Working within a large corporate environment with multiple stakeholders can present challenges in aligning priorities and gaining buy-in.

• Rapidly Evolving FinTech Landscape: Keeping pace with new technologies, regulations, and competitor offerings in the digital payments space requires continuous learning.

• Balancing User Needs with Business Constraints: Effectively translating user desires into solutions that are technically feasible and align with business objectives and compliance requirements.

• Remote/Hybrid Collaboration Management: Ensuring effective communication and collaboration across distributed teams and managing the nuances of a hybrid work model.

Learning & Development Opportunities:

• FinTech Specialization: Deepen expertise in the specific nuances of digital wallets, payment processing, and financial regulations in Peru.

• Advanced Research Techniques: Explore and implement more sophisticated qualitative and quantitative research methods.

• Strategic Influence: Develop skills in influencing product strategy and business decision-making through compelling research and design.

• Workshop Facilitation Mastery: Refine skills in designing and leading highly effective workshops for diverse audiences.

• Industry Conferences & Certifications: Potential for participation in relevant FinTech or design conferences and pursuing professional certifications.

📝 Enhancement Note: The challenges are typical for senior roles in established companies, particularly in regulated industries like finance. The growth opportunities are geared towards deepening specialized knowledge and developing strategic influence, which are key for career advancement in operations and design.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to align multiple stakeholders with conflicting priorities on a service design project. How did you approach it, and what was the outcome?" (Focus on stakeholder management, negotiation, and communication.)

• "Walk me through your process for designing a service blueprint for a complex digital service. What key elements do you include, and how do you ensure it's actionable?" (Focus on Service Design methodology and practical application.)

Company & Culture Questions:

• "What interests you about the digital wallet space and the FinTech industry in Peru?" (Demonstrate research and genuine interest.)

• "How do you approach collaboration in a hybrid work environment? What are your strategies for effective remote teamwork?" (Assess adaptability and collaboration skills.)

Portfolio Presentation Strategy:

• Structure is Key: Begin with a clear overview of the project's context, objectives, and your specific role.

• Show, Don't Just Tell: Use visuals of your artifacts (blueprints, journey maps, research reports) to illustrate your process and findings.

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

• Highlight Your Contribution: Be clear about your individual contributions, especially in team projects.

• Be Prepared for Questions: Anticipate questions about your methodologies, design decisions, and the challenges you faced.

📝 Enhancement Note: Interview preparation should focus on demonstrating a deep understanding of Service Design principles, strong research capabilities, and practical experience in the FinTech/payments sector. Candidates should be ready to articulate their thought process and showcase how they drive tangible business outcomes.

📌 Application Steps

To apply for this Service Designer Senior position:

• Submit your application through the provided Workable link.

• Tailor your Resume: Highlight your 2+ years of direct Service Design experience, any experience in digital wallets, payment methods, or banking, and your proficiency with tools like Miro and PowerPoint. Use keywords from the job description.

• Prepare your Portfolio: Select 2-3 strong projects that showcase end-to-end service design, research, and stakeholder collaboration. Ensure it clearly demonstrates your impact and understanding of the FinTech domain.

• Practice your Presentation: Rehearse presenting your portfolio, focusing on storytelling, clarity, and quantifying results. Be ready to discuss your process and insights in detail.

• Research Multiplica Talent and the FinTech Landscape in Peru: Understand the company's mission and the current trends in digital payments to articulate your interest and fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with Multiplica Talent or the hiring client before making application decisions.