Service Designer Sr.

📍 Job Overview

Job Title: Service Designer Sr.

Company: Multiplica

Location: Lima, Callao Region, Peru

Job Type: Full-time

Category: Service Design / CX Design

Date Posted: September 02, 2026

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

Remote Status: Hybrid

🚀 Role Summary

• Lead strategic and tactical user research to inform service design initiatives.

• Develop comprehensive service blueprints, journey maps, and process maps.

• Design and implement innovative digital services for B2C and B2B environments.

• Collaborate closely with digital product teams to ensure seamless service delivery.

• Drive customer experience (CX) improvements through data-driven design solutions.

📝 Enhancement Note: This role is situated within a digital talent consultancy, Multiplica, indicating a focus on client-facing projects and the application of service design principles to diverse business challenges. The "Sr." title suggests a need for independent project leadership and a strong portfolio.

📈 Primary Responsibilities

• Conduct strategic user research to identify customer needs, pain points, and opportunities for service innovation.

• Execute tactical UX research, including usability testing, interviews, and surveys, to validate design decisions.

• Create detailed service blueprints, user journey maps, and process flow diagrams to visualize and optimize service delivery.

• Design and prototype user interfaces (UI) and interaction models for web and mobile applications.

• Oversee the implementation of digital services, ensuring alignment with design specifications and business objectives.

• Analyze quantitative and qualitative data to measure service performance and identify areas for improvement.

• Collaborate with cross-functional teams, including product managers, engineers, and marketing, to deliver cohesive digital experiences.

• Define and champion customer experience (CX) strategies across various touchpoints.

• Manage stakeholder relationships, effectively communicating design rationale and project progress.

📝 Enhancement Note: The emphasis on both strategic and tactical research, alongside digital service implementation and CX knowledge, positions this role as central to end-to-end service design initiatives. Experience with both B2C and B2B digital initiatives is a key differentiator.

🎓 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.

Experience: Minimum of 3 years of progressive experience in Service Design, UX Design, or a closely related field. Experience working with digital product teams is essential.

Required Skills:

• Proven expertise in Service Design methodologies and frameworks.

• Strong proficiency in strategic user research, including ethnographic studies and in-depth interviews.

• Advanced skills in process mapping, user journey mapping, and service blueprinting.

• Hands-on experience with tactical UX research techniques (e.g., usability testing, persona development).

• Solid understanding of UI design principles and interaction design for web and app platforms.

• Experience in designing and implementing digital services.

• Proficiency in quantitative research methods and data analysis.

• Demonstrated experience with B2C and/or B2B digital initiatives.

• Knowledge and application of Customer Experience (CX) principles.

• Familiarity with agile methodologies and working within product development teams.

• Excellent communication, argumentation, and stakeholder management skills.

• High degree of autonomy and self-management. Preferred Skills:

• Experience with generative AI tools for service design ideation or research.

• Familiarity with service design for physical spaces or omnichannel experiences.

• Knowledge of business analysis and requirements gathering for digital solutions.

• Experience in a consulting environment.

📝 Enhancement Note: The requirement for 3+ years of experience and a broad skill set covering research, design, implementation, and CX suggests this is a mid-to-senior level position requiring demonstrated leadership in service design projects. The inclusion of "autonomía y gestión de stakeholders" highlights the need for proactive ownership and effective collaboration.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 end-to-end service design projects, demonstrating impact and strategic thinking.

• Clearly articulate your role and contributions within each project.

• Include examples of strategic user research methodologies and findings.

• Present detailed service blueprints, journey maps, and process flow diagrams.

• Demonstrate UI design and interaction design examples for digital products (web/app).

• Quantify the impact of your design solutions, focusing on CX improvements, efficiency gains, or business outcomes (e.g., conversion rates, user satisfaction scores).

• Provide evidence of collaboration with cross-functional teams and stakeholder management. Process Documentation:

• Document your approach to user research, from planning and execution to synthesis and insight generation.

• Detail your workflow for creating and iterating on service blueprints and journey maps.

• Illustrate how you translate research findings into actionable design solutions and implementation plans.

• Showcase your methods for measuring the success of implemented digital services.

📝 Enhancement Note: For a Senior Service Designer, the portfolio is paramount. It should not only display design artifacts but also the strategic thinking, research rigor, and measurable impact behind them. The emphasis on "implementación de servicios digitales" suggests a need for practical experience beyond pure conceptualization.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Senior Service Designer in Lima, Peru, with 3+ years of experience, the estimated annual salary range is PEN 60,000 - PEN 100,000. This range accounts for the 3 days per week in-office requirement and the specific benefits offered.

Benefits:

• 100% Full Payroll (Planilla Completa)

• 100% EPS (Exclusive Provider of Health Services) Coverage

• Hybrid Work Model: 3 days per week in office, 2 days remote/field.

• Excellent Work Environment

• Career Path Opportunities

• Participation in Challenging Projects

• Constant Training and Development

Working Hours: Monday to Friday, 09:00 AM to 06:00 PM (40 hours per week), with flexibility for hybrid work.

📝 Enhancement Note: The salary estimate is based on research for similar roles in Lima, Peru, considering the experience level and the specified benefits. The hybrid model with 3 days in the office is a key factor in compensation adjustments.

🎯 Team & Company Context

🏢 Company Culture

Industry: Digital Talent Consulting / Technology Services. Multiplica operates within the digital transformation and talent management space, focusing on helping companies build and scale their digital capabilities. This means exposure to a variety of client industries and business challenges.

Company Size: While not explicitly stated, Multiplica appears to be a growing consultancy with a significant presence, likely ranging from 50-250 employees, indicating a dynamic and potentially agile organizational structure.

Founded: Founded in 2007, Multiplica has over a decade of experience in digital transformation and talent solutions, suggesting a mature understanding of market needs and a robust operational framework.

Team Structure:

• The Service Designer Sr. will likely be part of a larger digital product or design team, potentially within a dedicated Service Design or CX practice.

• Reporting structure is expected to be to a Design Lead, Head of CX, or a Project Manager, with direct collaboration with product owners and development teams.

• Cross-functional collaboration is a core component, involving close partnerships with UX researchers, UI designers, product managers, engineers, and client stakeholders. Methodology:

• Data-driven decision-making is central, utilizing both qualitative and quantitative research to inform design.

• Agile and iterative design processes are likely employed to adapt to evolving project requirements and client feedback.

• A strong emphasis on user-centered design principles and human-centered problem-solving.

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

📝 Enhancement Note: Multiplica's specialization in digital talent and consulting implies a fast-paced, client-centric environment where adaptability, strong communication, and the ability to deliver tangible results are highly valued. The "Digital Talent" focus means the operations team will be instrumental in shaping how these digital services are designed and delivered.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Service Designer role, indicating a level of expertise and autonomy. It signifies a professional who can lead complex projects, mentor junior team members, and contribute strategically to client engagements. The focus is on driving service innovation and ensuring a high-quality customer experience.

Reporting Structure: The role likely reports to a Design Manager, Head of Service Design, or a Senior Project Lead. Collaboration will be extensive with Product Managers, Engineering Leads, and directly with client-side stakeholders, making effective communication and influence critical.

Operations Impact: The Senior Service Designer's impact is directly tied to enhancing customer journeys, improving digital service adoption and satisfaction, and ultimately contributing to client business objectives such as increased revenue, customer loyalty, and operational efficiency. They act as a bridge between user needs and business goals within digital product development.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas like AI-driven service design, omnichannel CX, or service innovation strategy.

• Leadership: Transition into a Lead Service Designer, Design Manager, or Head of CX role, managing teams and client portfolios.

• Consulting Expertise: Develop advanced client management and strategic advisory skills within the consulting domain.

• Cross-functional Mobility: Potentially move into Product Management or UX Strategy roles.

• Continuous Learning: Access to constant training, workshops, and industry conferences to stay abreast of the latest trends in service design and digital transformation.

📝 Enhancement Note: The "Career Path Opportunities" and "Constant Training" benefits directly support professional development. For a Senior role, growth is often defined by increased project complexity, client leadership, and mentorship responsibilities.

🌐 Work Environment

Office Type: Hybrid model, requiring 3 days per week in the office in Lima, Peru. This suggests a blend of focused individual work and collaborative team sessions. The office environment is likely designed to foster creativity and teamwork.

Office Location(s): Lima, Callao Region, Peru. Specific office details would be provided upon application. The hybrid model indicates the need for local presence.

Workspace Context:

• Collaborative Hub: Office days are expected to facilitate team meetings, brainstorming sessions, workshops, and direct interaction with colleagues and potentially clients.

• Tools & Technology: Access to essential design and collaboration tools (Miro, Mural, Figma, Jira, Notion) will be provided or expected to be utilized effectively.

• Team Interaction: Opportunities for spontaneous discussions, knowledge sharing, and building strong working relationships with a diverse team of digital talent professionals.

Work Schedule: Standard Monday-Friday, 9:00 AM to 6:00 PM schedule, totaling 40 hours per week. The hybrid nature allows for flexibility in balancing work-from-home and office-based tasks.

📝 Enhancement Note: The hybrid model implies a need for strong self-management and communication skills to ensure seamless collaboration between remote and in-office team members. The "Excellent environment of work" suggests a positive and supportive company culture.

📄 Application & Portfolio Review Process

Interview Process:

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

• Technical Interview: In-depth discussion with a hiring manager or senior team member, focusing on service design expertise, strategic thinking, and problem-solving skills. This may involve discussing past projects and methodologies.

• Portfolio Presentation: A dedicated session where candidates present their portfolio, showcasing key projects, their role, design process, research insights, and measurable outcomes.

• Case Study/Challenge (Potential): A practical exercise or case study to assess problem-solving abilities and design thinking in a simulated scenario.

• Final Interview: May involve meeting with higher management or key stakeholders to discuss overall fit and long-term potential.

Portfolio Review Tips:

• Curate Strategically: Select projects that best demonstrate your end-to-end service design capabilities, focusing on impact and complexity.

• Tell a Story: For each project, clearly articulate the problem, your role, the process followed, the insights gained, the solutions designed, and the measurable results. Use a narrative structure.

• Highlight Research & Strategy: Emphasize your strategic user research, process mapping, and blueprinting skills, showing how they informed your design decisions.

• Quantify Impact: Wherever possible, use data and metrics to demonstrate the success and ROI of your service designs.

• Visual Clarity: Ensure your portfolio is well-organized, visually appealing, and easy to navigate. Use high-quality visuals and clear explanations.

• Tailor to the Role: Emphasize experience relevant to digital services, B2C/B2B initiatives, and CX.

Challenge Preparation:

• Review common service design challenges: improving user onboarding, redesigning a customer support process, optimizing a digital checkout flow.

• Practice articulating your thought process clearly and concisely.

• Be prepared to discuss trade-offs, constraints, and alternative solutions.

• Focus on user needs and business objectives when presenting your approach.

📝 Enhancement Note: The portfolio presentation is a critical component for this role. Candidates should be prepared to walk through their process, justify their decisions, and demonstrate their ability to translate research into impactful service designs.

🛠 Tools & Technology Stack

Primary Tools:

• Collaboration & Ideation: Miro, Mural, Notion (for documentation and project management).

• Prototyping & Design: Figma (for UI design, wireframing, prototyping).

• Project Management & Tracking: Jira (essential for working with product teams).

• Research & Feedback: Video-ask (for user interviews and feedback collection).

Analytics & Reporting:

• Proficiency in using analytics platforms (e.g., Google Analytics, Mixpanel, Amplitude) to understand user behavior and service performance is highly beneficial.

• Experience with BI tools for data visualization and reporting would be advantageous. CRM & Automation:

• Familiarity with CRM systems (e.g., Salesforce) and marketing automation tools can provide context for B2B/B2C digital initiatives.

• Understanding of how services integrate with backend systems and data flows.

📝 Enhancement Note: The explicit mention of Jira, Miro, Mural, Notion, Figma, and Video-ask indicates the expected core toolkit for this role. Candidates should be prepared to discuss their proficiency and experience with these specific platforms.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the user throughout the design process.

• Data-Driven Innovation: Utilizing research and analytics to drive informed design decisions and creative solutions.

• Collaboration & Transparency: Fostering an open environment for teamwork, knowledge sharing, and constructive feedback.

• Continuous Improvement: A proactive approach to learning, adapting, and optimizing processes and services.

• Impact Focus: Measuring success by the tangible value delivered to users and clients.

Collaboration Style:

• Cross-functional Integration: Actively working with diverse teams (product, engineering, marketing) to create cohesive experiences.

• Iterative Design: Embracing feedback loops and agile methodologies to refine designs and services.

• Knowledge Sharing: Encouraging the exchange of best practices, tools, and insights within the design and operations teams.

• Stakeholder Engagement: Building strong relationships and maintaining open lines of communication with internal and external stakeholders.

📝 Enhancement Note: Multiplica's focus on "digital talent" and consulting suggests a culture that values expertise, adaptability, and a strong client focus. The emphasis on inclusion in the job description also points towards a supportive and diverse work environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Client Diversity: Adapting service design strategies to a wide range of client industries, business models, and technological maturity levels.

• Balancing User Needs and Business Constraints: Effectively navigating trade-offs between ideal user experiences and project limitations (time, budget, technical feasibility).

• Driving Adoption of New Services: Ensuring that designed digital services are effectively implemented, adopted, and utilized by target users.

• Measuring Long-Term Impact: Developing robust metrics and tracking mechanisms to demonstrate the ongoing value and ROI of service design initiatives.

Learning & Development Opportunities:

• Specialized Training: Access to advanced workshops and courses in emerging areas of service design, CX, and digital transformation.

• Industry Exposure: Opportunities to work on diverse projects across various sectors, broadening practical experience.

• Mentorship Programs: Potential for guidance from senior design leaders and experienced consultants within Multiplica.

• Certification: Support for obtaining relevant industry certifications in design, CX, or project management.

📝 Enhancement Note: The "Participar en proyectos desafiantes" and "Capacitación constante" benefits directly address the growth and development aspects of this role, preparing professionals for evolving challenges in the digital service landscape.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service design project you led. What was the biggest challenge, and how did you overcome it?" (Focus on your strategic thinking, problem-solving, and leadership.)

• "How do you approach balancing user needs with business objectives and technical constraints in a service design project?" (Demonstrate your understanding of trade-offs and pragmatic solutions.)

• "Walk me through your process for creating a service blueprint. What key elements do you include, and how do you ensure it's actionable?" (Showcase your methodological rigor.)

• "How do you measure the success of a digital service after it has been implemented, and what metrics do you prioritize?" (Highlight your data-driven approach and focus on impact.) Company & Culture Questions:

• "What interests you about Multiplica and our focus on digital talent consulting?" (Research Multiplica's mission, values, and recent projects.)

• "How do you contribute to an inclusive and collaborative team environment?" (Align your answer with the company's stated values.)

• "Describe your experience working with cross-functional teams and managing stakeholders. How do you build consensus and communicate effectively?" (Provide specific examples.) Portfolio Presentation Strategy:

• Structure: For each project, use a clear narrative: Problem -> Your Role -> Process/Methodology -> Key Insights -> Solution -> Impact/Results.

• Visuals: Use high-quality visuals of journey maps, blueprints, wireframes, and final UI where applicable.

• Storytelling: Frame your work as a story, highlighting the challenges, your journey through the design process, and the positive outcomes.

• Quantify: Be ready to discuss specific metrics and KPIs that demonstrate the success of your designs.

• Interaction: Be prepared for questions about your decisions, alternative approaches, and how you'd handle specific scenarios.

📝 Enhancement Note: Expect interviewers to probe deeply into your practical application of service design principles, your ability to manage projects end-to-end, and your collaborative skills within a client-focused consulting environment.

📌 Application Steps

To apply for this Service Designer Sr. position:

• Submit your application through the provided link on Workable.

• Portfolio Customization: Tailor your portfolio to highlight projects demonstrating expertise in digital service design, strategic research, process mapping, and measurable CX improvements, specifically for B2C/B2B contexts.

• Resume Optimization: Ensure your resume clearly articulates your 3+ years of experience in service design, mentioning key skills like UX research, UI design, process mapping, and stakeholder management. Quantify achievements where possible.

• Interview Preparation: Practice articulating your design process, research methodologies, and project outcomes using the STAR method. Prepare to walk through your portfolio and discuss your experience with tools like Figma, Miro, and Jira.

• Company Research: Familiarize yourself with Multiplica's services, client successes, and company culture. Understand their approach to digital talent and consulting.

⚠️ 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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