Service Designer Sr.

📍 Job Overview

Job Title: Service Designer Sr.

Company: Multiplica

Location: Lima, Callao Region, Peru

Job Type: Full-time

Category: Service Design / UX / CX Operations

Date Posted: 2026-09-21

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

Remote Status: Hybrid

🚀 Role Summary

• Lead the strategic design and implementation of digital services, focusing on enhancing user and customer experiences.

• Conduct comprehensive user research, encompassing both strategic and tactical approaches, to inform design decisions.

• Develop detailed service blueprints, journey maps, and process maps to visualize and optimize service delivery.

• Collaborate closely with cross-functional product and digital teams to ensure seamless integration and execution of designed services.

• Drive initiatives within B2C and B2B digital environments, leveraging CX principles to achieve business objectives.

📝 Enhancement Note: This role is positioned within a digital talent consultancy, implying a focus on client-facing projects and a need for adaptable service design skills across various industries. The "Sr." title suggests a requirement for leadership in design thinking and execution.

📈 Primary Responsibilities

• Lead the end-to-end service design process for digital products and services, from initial research to implementation and iteration.

• Conduct in-depth strategic and tactical user research, employing a mix of qualitative and quantitative methodologies to uncover user needs, pain points, and behaviors.

• Create detailed service blueprints, customer journey maps, and process flow diagrams to articulate current and future states of service delivery.

• Design and prototype user interfaces (UI) and interaction models for web and mobile applications, ensuring intuitive and engaging user experiences.

• Collaborate with engineering, product management, and marketing teams to translate service designs into functional digital solutions.

• Define and implement key performance indicators (KPIs) to measure the success and impact of designed services on customer experience (CX) and business goals.

• Facilitate workshops and design thinking sessions with stakeholders to foster alignment and co-create innovative service solutions.

• Champion user-centric design principles and best practices across product development teams.

• Stay abreast of emerging trends in service design, digital innovation, and CX to continuously improve design strategies.

• Manage stakeholder relationships, effectively communicating design concepts, research findings, and project progress.

📝 Enhancement Note: Given the "Sr." designation and the consultancy environment, expect significant autonomy in project leadership and client interaction. Responsibilities will likely include mentoring junior designers and contributing to the development of the company's service design practice.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field.

• Advanced degrees or certifications in Service Design, UX, or CX are highly advantageous. Experience:

• Minimum of 3 years of progressive experience in Service Design, UX Design, or a closely related field.

• Proven track record of successfully designing and implementing digital services (web/app) for B2C and/or B2B markets.

• Experience working within agile product development teams and collaborating with digital product managers. Required Skills:

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

• User Research Proficiency: Extensive experience in both strategic (e.g., understanding market needs, business goals) and tactical (e.g., usability testing, interviews) user research, utilizing qualitative and quantitative methods.

• Process & Journey Mapping: Skilled in creating detailed process maps, customer journey maps, and service blueprints.

• UI/Interaction Design: Competence in designing user interfaces and interaction flows for digital platforms (web/app).

• CX Acumen: Solid understanding of Customer Experience principles and their application in digital service design.

• Digital Service Implementation: Knowledge of the design and implementation lifecycle for digital services.

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

• Tool Proficiency: Demonstrated experience with digital design and collaboration tools such as Figma, Jira, Miro, Mural, Notion, or similar.

Preferred Skills:

• Experience with quantitative research and data analysis to inform design decisions.

• Familiarity with A/B testing and other experimentation methods for service optimization.

• Knowledge of CX strategy development and implementation frameworks.

• Experience in design and implementation of similar services beyond digital.

• Familiarity with video-ask or similar tools for user feedback collection.

📝 Enhancement Note: The requirement for "3 years or more" in a Service Designer role, coupled with a broad set of research and design skills, indicates a need for a candidate who can operate independently and contribute strategically from day one. The emphasis on both B2C/B2B and digital service implementation points towards a versatile designer.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least 2-3 comprehensive service design projects that demonstrate a full lifecycle from research to implementation.

• Clearly articulate your role and contributions within each project, highlighting your specific design thinking and problem-solving approach.

• Include examples of user research findings, strategic insights, and how they directly informed design decisions.

• Present detailed artifacts such as customer journey maps, service blueprints, process flows, and UI mockups/prototypes.

• Demonstrate how your designs addressed specific business objectives and improved customer experience (CX), with measurable outcomes where possible.

• Evidence of collaboration with cross-functional teams (product, engineering) and stakeholder management. Process Documentation:

• Provide examples of how you have documented service design processes, including research methodologies, design frameworks, and implementation plans.

• Highlight your ability to create clear and actionable documentation that facilitates team understanding and project execution.

• Showcase experience using tools like Jira for task management and Notion/Mural for process documentation and collaboration.

📝 Enhancement Note: For a Senior Service Designer role, the portfolio should go beyond visual design. It needs to showcase strategic thinking, research rigor, process mapping capabilities, and a clear understanding of how service design impacts business outcomes and user satisfaction in digital contexts.

💵 Compensation & Benefits

Salary Range:

• Based on regional market research for Senior Service Designers in Lima, Peru, with 3-5 years of experience, the estimated salary range is approximately PEN 7,000 - PEN 11,000 per month. This range accounts for the hybrid work model, full payroll benefits, and the specialized skills required for this role. Benefits:

• Full Payroll (100% Planilla Completa): Full employment benefits as per Peruvian labor law, including social security contributions, bonuses, and vacation pay.

• Health Insurance (Plan EPS Cubierto al 100%): Comprehensive private health insurance coverage for the employee.

• Career Path Opportunities: Clear pathways for professional growth and advancement within Multiplica or its client organizations.

• Challenging Projects: Opportunity to work on diverse and impactful digital transformation projects for top-tier clients.

• Constant Training: Access to ongoing learning and development programs, workshops, and skill enhancement opportunities.

• Inclusive Work Environment: Commitment to diversity, equity, and inclusion, making the role suitable for individuals with disabilities.

• Flexible Work Arrangement: Hybrid model allowing for a balance between in-office collaboration and remote work.

Working Hours:

• Monday to Friday, 09:00 AM to 06:00 PM (Peru Time). This amounts to a standard 40-hour work week, with potential for occasional project-driven flexibility.

📝 Enhancement Note: The salary estimate is based on typical compensation for mid-to-senior level design roles in Peru, considering the consultancy sector. The benefits are directly listed and are standard for full-time employees in Peru, with the addition of specific professional development opportunities.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consulting, Digital Talent Solutions, Human Resources Technology. Multiplica operates within the digital transformation space, focusing on connecting companies with specialized digital talent and providing consulting services.

Company Size: While not explicitly stated, Multiplica likely operates as a medium to large-sized consultancy, given its focus on digital talent and client projects. This suggests a structured yet dynamic work environment.

Founded: Multiplica's founding date is not provided, but its focus on digital talent and modern methodologies indicates a company that has adapted to the evolving tech landscape.

Team Structure:

• The Service Designer will likely be part of a broader digital solutions or product design team, potentially within a dedicated practice area at Multiplica.

• Reporting structure will likely involve a Design Lead or a Project Manager, with close collaboration with client-side product managers and engineering teams.

• Cross-functional collaboration is a core aspect, involving UX researchers, UI designers, developers, business analysts, and client stakeholders. Methodology:

• Data-Driven Design: Emphasis on using qualitative and quantitative research to inform all design decisions.

• Agile & Lean Principles: Likely follows agile methodologies for project execution, allowing for iterative development and flexibility.

• User-Centricity: A foundational approach to ensure all solutions are designed with the end-user in mind.

• Collaborative Innovation: Fostering an environment where ideas are shared freely and co-creation is encouraged.

Company Website: multiplica.com (This is a general domain; the specific client company is not identified in the listing.)

📝 Enhancement Note: As a talent consultancy, Multiplica's culture is likely focused on professional development, client success, and adaptability. The work environment will be shaped by the needs of their diverse client base, requiring a proactive and client-focused mindset.

📈 Career & Growth Analysis

Operations Career Level: This role is classified as "Senior Service Designer." This level typically implies a strong command of service design principles, the ability to lead complex projects independently, mentor junior team members, and contribute to the strategic direction of design initiatives. It suggests a transition from execution-focused tasks to more strategic leadership and client advisory roles.

Reporting Structure: The Senior Service Designer will likely report to a Design Manager, Head of Design, or a Senior Project Lead within Multiplica. They will also work closely with Product Managers and stakeholders from client organizations, requiring strong communication and collaboration skills across different organizational hierarchies.

Operations Impact: The Senior Service Designer's impact is critical in shaping the user and customer experience of digital products and services. Their work directly influences customer satisfaction, adoption rates, operational efficiency, and ultimately, the client's business objectives. By designing intuitive and effective services, they contribute to revenue generation and brand loyalty.

Growth Opportunities:

• Leadership Development: Potential to move into roles such as Lead Service Designer, Design Manager, or Head of UX/Service Design, managing teams and setting design strategy.

• Specialization: Opportunity to deepen expertise in specific areas like CX strategy, design research, or interaction design for complex systems.

• Client Advisory: Transition into a client-facing advisory role, helping businesses define and implement their digital service strategies.

• Cross-Disciplinary Learning: Exposure to various industries and business challenges, fostering a broad understanding of digital transformation.

• Mentorship: Opportunity to mentor and guide junior designers, developing leadership and coaching skills.

📝 Enhancement Note: The "Sr." designation and the consultancy environment strongly suggest that growth opportunities will involve increasing levels of project ownership, client interaction, strategic input, and potentially team leadership.

🌐 Work Environment

Office Type: Hybrid. This involves a mix of remote work and in-office presence. The "in campo" (field) aspect mentioned in the description suggests that site visits or client-site work might occasionally be required, in addition to office days.

Office Location(s): The primary office location is Lima, Peru. Specific office details or the nature of the "field" work are not provided but are likely within the Lima metropolitan area or surrounding regions.

Workspace Context:

• Collaborative Hub: The office days are intended for collaboration, team meetings, workshops, and building team cohesion. Expect an environment conducive to brainstorming and co-creation.

• Tool-Rich Environment: Access to essential design and collaboration tools (Figma, Jira, Miro, Mural, Notion) will be provided or expected for use.

• Cross-Functional Interaction: The hybrid model is designed to facilitate both focused individual work and dynamic team interactions, essential for complex service design projects.

Work Schedule: The standard work schedule is Monday to Friday, 09:00 AM to 06:00 PM (Peru Time), totaling 40 hours per week. The hybrid nature offers some flexibility in how and where work is performed on designated remote days, while office days are for in-person collaboration.

📝 Enhancement Note: The "in campo" requirement suggests that this role might involve not just office-based work and remote work, but also direct observation or interaction within client operational environments, adding a practical, on-the-ground dimension to the service design process.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will likely conduct an initial screening to assess basic qualifications, experience, and cultural fit. Be prepared to discuss your background and interest in the role.

• Technical Interview / Portfolio Review: This is a critical stage where you will present your portfolio. Expect to walk through 1-2 key projects, detailing your process, challenges, solutions, and outcomes. Interviewers will probe your understanding of service design principles, research methodologies, and tool proficiency.

• Case Study / Design Challenge: You may be given a design challenge or a take-home case study to assess your problem-solving skills, design thinking, and ability to apply your knowledge to a specific scenario.

• Stakeholder/Team Interview: Interviews with hiring managers, design leads, or potential team members to evaluate your collaboration style, communication skills, and ability to integrate into the team and company culture.

• Final Interview: Potentially with a senior leader to discuss strategic alignment, career aspirations, and final offer details.

Portfolio Review Tips:

• Curate Selectively: Focus on 2-3 of your most impactful and relevant projects that showcase your breadth of skills (research, strategy, mapping, UI, implementation).

• Tell a Story: Structure each project narrative clearly: Problem Statement -> Your Role -> Process & Methodology -> Challenges -> Solutions -> Outcomes & Learnings.

• Highlight Your Process: Emphasize how you arrived at your solutions, not just the final designs. Detail your research methods, synthesis, ideation, and iteration.

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

• Be Ready for Deep Dives: Interviewers will likely ask detailed questions about your decision-making, trade-offs, and how you handled specific challenges.

• Tool Demonstration: Be prepared to discuss your proficiency with tools like Figma, Jira, and Miro, and how you leverage them for efficiency and collaboration.

Challenge Preparation:

• Understand the Brief: Thoroughly read and understand the requirements of any design challenge or case study. Ask clarifying questions.

• Time Management: Allocate your time wisely across research, ideation, design, and presentation.

• Focus on Process: Even if you don't complete a fully polished deliverable, demonstrating a sound design process is key.

• Articulate Rationale: Be prepared to clearly explain the reasoning behind your design decisions and any assumptions you made.

• Consider CX & Business Goals: Frame your solutions within the context of user needs and client business objectives.

📝 Enhancement Note: The emphasis on a portfolio and potential case studies suggests that the evaluation process will be heavily skills-based, focusing on practical application of service design principles and problem-solving capabilities.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Essential for UI design, prototyping, and collaborative design workflows. Proficiency expected for creating high-fidelity mockups and interactive prototypes.

• Jira: A critical tool for project management, task tracking, and agile workflow management within product development teams. Experience in using Jira for design-related tasks and bug tracking is likely required.

• Miro / Mural: Virtual whiteboarding tools vital for remote collaboration, brainstorming, user journey mapping, service blueprinting, and workshop facilitation.

• Notion: A versatile workspace tool that can be used for documentation, knowledge management, project planning, and team collaboration.

Analytics & Reporting:

• Quantitative Research Tools: Familiarity with tools for data analysis, such as spreadsheets (Excel/Google Sheets) or potentially more advanced analytics platforms, to interpret quantitative research findings.

• User Feedback Platforms: Experience with tools for gathering and analyzing user feedback, which might include survey tools or platforms for collecting qualitative insights.

CRM & Automation:

• Understanding of CRM/Marketing Automation: While not a direct tool requirement, an understanding of how CRM systems (like Salesforce) and marketing automation platforms integrate with digital services and impact customer journeys is beneficial for comprehensive service design.

Integration & Collaboration:

• Video-ask / Similar: Tools for asynchronous user feedback and engagement.

• General Collaboration Suites: Proficiency with standard communication and collaboration tools (e.g., Slack, Microsoft Teams, Google Workspace).

📝 Enhancement Note: The listed tools are standard for modern digital design and product development teams. Strong proficiency in Figma and Jira, along with collaborative whiteboarding tools, is essential for this role.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A core value that drives all design decisions, ensuring that user needs and experiences are paramount.

• Collaboration: A strong emphasis on working effectively with cross-functional teams, fostering an environment of shared ownership and mutual respect.

• Innovation & Continuous Improvement: A drive to explore new ideas, experiment with novel solutions, and constantly seek ways to enhance services and processes.

• Data-Driven Decision Making: Valuing evidence-based insights derived from research and analytics to guide design choices and measure impact.

• Professionalism & Integrity: Upholding high standards of work, ethical conduct, and transparent communication with colleagues and clients.

• Inclusivity: A commitment to creating an equitable and welcoming environment for all team members, recognizing the strength in diversity.

Collaboration Style:

• Cross-Functional Integration: Seamless collaboration with product managers, engineers, researchers, and marketing to ensure holistic service development.

• Open Communication: Encouraging direct and constructive feedback, active listening, and transparent sharing of information.

• Workshop Facilitation: Utilizing collaborative sessions to bring diverse perspectives together, align on goals, and co-create solutions.

• Knowledge Sharing: A culture that promotes sharing best practices, learnings, and insights across the team and organization.

📝 Enhancement Note: Given Multiplica's role as a talent consultancy, the team culture will likely be professional, client-focused, and adaptable, with a strong emphasis on skill development and collaborative problem-solving to meet diverse client needs.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Client Needs with User Needs: Navigating the often-competing demands of client business objectives and end-user requirements to find optimal solutions.

• Adapting to Diverse Project Contexts: Quickly understanding and adapting service design strategies to new industries, business models, and client cultures.

• Driving Adoption of New Methodologies: Championing service design best practices and potentially introducing new tools or processes to client teams who may be less familiar.

• Measuring ROI of Design: Demonstrating the tangible business impact and return on investment of service design initiatives to stakeholders.

• Managing Ambiguity: Working effectively in environments where project requirements may evolve or be less defined initially.

Learning & Development Opportunities:

• Exposure to Diverse Industries: Gaining experience across various sectors (e.g., finance, retail, healthcare, technology), broadening your understanding of different business challenges.

• Advanced Design Methodologies: Opportunities to learn and apply cutting-edge service design, CX, and digital transformation frameworks.

• Leadership and Mentorship: Developing leadership skills through project management, client advisory, and mentoring junior designers.

• Industry Conferences & Certifications: Potential support for attending relevant industry events and obtaining professional certifications in service design or related fields.

• Cross-Functional Skill Development: Enhancing skills in areas like business analysis, product strategy, and agile project management through project exposure.

📝 Enhancement Note: The challenges presented are typical for senior-level design roles in a consulting environment, emphasizing adaptability, strategic thinking, and stakeholder management. The growth opportunities are geared towards career advancement and continuous professional development.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to balance conflicting stakeholder requirements with user needs. How did you approach it, and what was the outcome?" (Focus on negotiation, empathy, and data-driven justification.)

• "Walk us through a complex service design project from your portfolio. What was the problem, your process, the key challenges, and the measurable impact?" (Prepare a concise, compelling narrative with clear visuals.)

• "How do you approach research for a new digital service? What qualitative and quantitative methods would you prioritize, and why?" (Demonstrate your understanding of research strategy and tool application.)

• "Imagine a client wants to improve their online customer onboarding process. What steps would you take as a Senior Service Designer to diagnose the problem and propose solutions?" (Outline your diagnostic process, research plan, and potential solution areas.) Company & Culture Questions:

• "What interests you about Multiplica and this specific role?" (Research Multiplica's mission, values, and recent work. Connect your aspirations to their offerings.)

• "How do you stay updated on the latest trends in service design and digital innovation?" (Showcase your commitment to continuous learning.)

• "Describe your ideal team environment and how you contribute to a positive and productive work culture." (Highlight collaboration, communication, and problem-solving.)

• "How do you ensure your designs align with business objectives while prioritizing user experience?" (Emphasize your strategic thinking and ability to connect design to business value.) Portfolio Presentation Strategy:

• Structure is Key: Have a clear, logical flow for each project: context, problem, your role, process, solution, results.

• Visual Storytelling: Use visuals (maps, blueprints, mockups) to illustrate your points, but be ready to explain the "why" behind them.

• Focus on Impact: Quantify results whenever possible. If direct metrics aren't available, discuss the intended impact and how you measured success qualitatively.

• Be Prepared for "Why": Interviewers will ask "why" you made certain decisions. Have well-reasoned answers based on research and design principles.

• Interactive Elements: If possible, be ready to share your screen and navigate through prototypes or interactive elements in your portfolio.

• Conciseness: Be mindful of time. Practice your presentations to ensure they are engaging and to the point.

📝 Enhancement Note: Interview preparation should focus on demonstrating not just design skills, but also strategic thinking, communication prowess, and a deep understanding of user-centered design principles within a business context.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on Workable.

• Portfolio Customization: Ensure your resume and portfolio are tailored to highlight your experience in service design, user research (strategic and tactical), process mapping, journey mapping, and digital service implementation. Select projects that best showcase your skills relevant to B2C/B2B digital initiatives.

• Resume Optimization: Clearly articulate your years of experience (3+ years in service design) and specific achievements using keywords from the job description (e.g., service blueprinting, CX, UI design, Jira, Figma, stakeholder management). Quantify your accomplishments whenever possible.

• Prepare Your Narrative: Rehearse your portfolio presentation, focusing on telling a compelling story for each project. Be ready to discuss your design process, problem-solving approach, and the impact of your work. Practice answering common interview questions related to service design strategy and collaboration.

• Company Research: Invest time in understanding Multiplica's services, client base, and company culture. Prepare thoughtful questions to ask the interviewers about the role, team, and projects, demonstrating your engagement and interest.

⚠️ 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.

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