Service Designer SR

📍 Job Overview

Job Title: Service Designer SR

Company: Sofka

Location: Quito, Ecuador

Job Type: FULL_TIME

Category: Service Design / Customer Experience Operations

Date Posted: 2026-09-25

Experience Level: Mid-Senior Level (4-6 years)

Remote Status: Hybrid

🚀 Role Summary

• This role is central to designing and optimizing customer-facing services through advanced journey mapping and service blueprinting techniques, ensuring a seamless end-to-end customer experience.

• You will act as a key facilitator, driving alignment and shared understanding across diverse business units, product teams, channel managers, and technology stakeholders.

• The position requires synthesizing complex data, research findings, and metrics to inform service design strategies and identify actionable improvement opportunities.

• You will be responsible for documenting and maintaining a structured repository of service design artifacts, adhering to established methodologies and standards within the Center of Excellence (CoE).

📝 Enhancement Note: While the title is "Service Designer SR," the responsibilities and experience requirements (4-6 years) align with a mid-to-senior level operations role focused on the customer experience lifecycle, rather than a purely technical or strategic GTM operations role. The emphasis on process, stakeholder alignment, and continuous improvement is crucial for operations professionals.

📈 Primary Responsibilities

• Develop, maintain, and continuously enhance customer journeys and service blueprints with a comprehensive, end-to-end customer-centric perspective.

• Lead and facilitate workshops and alignment sessions with stakeholders from business units, product management, channel operations, and technology to foster shared understanding and strategic cohesion.

• Synthesize and integrate insights from secondary research, performance metrics, and existing reports to ensure service design artifacts remain current, relevant, and actionable.

• Collaborate closely with the Research team to conduct in-depth investigations and gather qualitative/quantitative data to support and refine service design strategies.

• Propose concrete, data-driven initiatives for continuous service improvement and diligently track their progress and impact.

• Systematically document all service design outputs and maintain a well-organized, accessible repository of journeys aligned with the Center of Excellence's (CoE) methodological standards.

📝 Enhancement Note: The responsibilities highlight a strong focus on process documentation, cross-functional collaboration, and data synthesis, which are core tenets of effective operations management. The emphasis on "continuous improvement initiatives" and "tracking progress" directly relates to operational efficiency and effectiveness.

🎓 Skills & Qualifications

Education:

• University degree in Design, Administration, Psychology, Sociology, Communication, Marketing, or related fields.

• Specialization or certifications in Service Design, Customer Experience (CX), Journey Mapping, Design Thinking, or Agile methodologies are highly valued. Experience:

• 4 to 6 years of professional experience specifically in Service Design, Customer Experience (CX), or Service Design.

• Prior experience in banking, financial services, regulated industries, or digital transformation initiatives is a significant advantage. Required Skills:

• Advanced proficiency in Journey Mapping and Service Blueprinting, with a proven ability to create detailed, end-to-end customer experience maps.

• Expertise in facilitating workshops and collaborative sessions with diverse stakeholder groups.

• Strong analytical skills for synthesizing secondary research, performance metrics, and report data.

• Proficiency with design and collaboration tools such as Figma, Miro, Mural, or equivalent platforms.

• Demonstrated ability to articulate and document service design strategies and processes clearly. Preferred Skills:

• Experience with Artificial Intelligence (AI) tools for service structuring, synthesis, and documentation, demonstrating responsible application.

• Understanding of Agile methodologies and their application within service design contexts.

• Experience working within regulated industries, understanding compliance and governance implications.

• Intermediate conversational English proficiency (reading advanced, writing basic).

📝 Enhancement Note: The requirement for advanced skills in journey mapping and service blueprinting, coupled with collaboration and synthesis capabilities, points to a role that bridges design thinking with operational execution. Proficiency in tools like Figma, Miro, and Mural are standard for operations professionals involved in process mapping and workflow design.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 comprehensive case studies demonstrating end-to-end service design projects, emphasizing the journey mapping and service blueprinting process.

• Clearly articulate the problem statement, your role, the methodologies used, key stakeholders involved, and the ultimate impact of your design interventions on customer experience and/or operational efficiency.

• Include examples of how you synthesized research, metrics, and stakeholder feedback to inform design decisions.

• Demonstrate experience in documenting and maintaining service design artifacts, highlighting adherence to methodological standards.

• Present examples of how your service design initiatives led to concrete improvements in customer satisfaction, operational workflows, or business outcomes. Process Documentation:

• Provide evidence of your ability to create clear, structured documentation for service processes, including detailed workflows and interaction points.

• Showcase experience in maintaining and updating process documentation based on ongoing research, data analysis, and feedback loops.

• Illustrate how you have contributed to or maintained a centralized repository of service design artifacts, ensuring consistency and accessibility.

📝 Enhancement Note: For a Service Designer role, a portfolio is critical for demonstrating practical application of skills. Operations professionals should focus on showcasing their ability to document processes, quantify improvements, and manage complex stakeholder environments through their portfolio. The emphasis on "methodological standards" and "structured repository" aligns with operations' need for consistency and scalability.

💵 Compensation & Benefits

Salary Range:

• Based on regional benchmarks for Service Designers with 4-6 years of experience in Quito, Ecuador, and considering the hybrid work model and specialized skillset, an estimated annual salary range could be between $24,000 - $36,000 USD. This estimation is derived from market data for similar roles in Latin America, adjusted for the Ecuadorian market and the specified experience level. Benefits:

• Ecosystem of learning and development with multiple tools and resources to close skill gaps and enhance capabilities.

• Mentorship and coaching programs to support professional growth.

• Regular feedback mechanisms to foster continuous improvement.

• Access to "Happy Kaizen" and "WeSofka" programs focused on physical and emotional well-being.

• Collaborative and supportive work environment.

• Opportunities for career advancement and personal growth ("You decide how you want to grow!"). Working Hours:

• Standard full-time hours, estimated at 40 hours per week, with a hybrid work arrangement requiring 3 days per week in the office in Quito.

📝 Enhancement Note: The salary range is an estimate based on general market data for similar roles in Ecuador and Latin America. Actual compensation may vary based on Sofka's internal compensation structure, the candidate's specific qualifications, and negotiation. The benefits highlight a strong focus on employee development and well-being, which is attractive to operations professionals seeking a supportive and growth-oriented environment.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Services & Consulting. Sofka positions itself as a technological ally focused on transforming lives through reliable technology solutions.

Company Size: Sofka is a significant player in the tech services industry, indicated by the need for structured operations and specialized roles like Service Design. The company emphasizes a "connected team" and a "continuous improvement culture."

Founded: While not explicitly stated in the provided text, Sofka's established presence and focus on transformation suggest a company with a solid foundation and a forward-looking approach to technology and service delivery.

Team Structure:

• The Service Design role likely sits within a broader CX, Digital Transformation, or Product Development team, potentially part of a Center of Excellence (CoE).

• Reporting structure would likely be to a Service Design Lead, CX Manager, or Head of Digital Transformation.

• Close collaboration is expected with Product Managers, Business Analysts, UX Researchers, Developers, QA Engineers, and Business Unit representatives. Methodology:

• Emphasis on continuous improvement ("Kaizen") and a structured approach to service design, guided by a Center of Excellence (CoE).

• Application of Design Thinking principles and Agile methodologies is expected.

• Data-driven decision-making, utilizing metrics and research findings.

• Use of collaborative tools (Miro, Mural, Figma) for ideation, mapping, and documentation.

Company Website: https://oportunidades.sofka.com.co

📝 Enhancement Note: Sofka's culture emphasizes growth, well-being, and continuous improvement, which are attractive attributes for operations professionals who thrive in structured yet dynamic environments. The "KaizenHub" and "Sofka U" programs indicate a strong commitment to employee development.

📈 Career & Growth Analysis

Operations Career Level: This role is classified as Senior (SR), indicating a level of autonomy, expertise, and responsibility beyond junior or mid-level positions. It involves not just execution but also facilitation, synthesis, and proposing improvements, aligning with senior operations contributors.

Reporting Structure: The Service Designer SR is likely to report to a Service Design Manager, CX Lead, or a Director overseeing Digital Transformation or Product Strategy. They will work collaboratively with various cross-functional teams.

Operations Impact: The Service Designer's impact is direct on the customer experience, which in turn influences customer retention, satisfaction, and potentially revenue through improved service delivery, reduced friction, and enhanced customer loyalty. They bridge the gap between customer needs and operational capabilities.

Growth Opportunities:

• Service Design Specialization: Deepen expertise in advanced service design methodologies, user research, and strategic CX planning.

• Leadership Development: Transition into roles like Service Design Lead, CX Manager, or Head of Service Design, managing teams and driving broader strategic initiatives.

• Cross-Functional Transitions: Leverage service design skills to move into related operations roles such as Product Management, Business Process Improvement, or Digital Transformation roles.

• Continuous Learning: Utilize Sofka U and KaizenHub programs for ongoing skill enhancement, including AI applications, Agile practices, and leadership skills.

📝 Enhancement Note: The "SR" designation and emphasis on facilitation and proposing improvements suggest a clear path for career advancement within Sofka's operations and technology divisions. The company’s stated commitment to employee-led growth is a significant draw for ambitious operations professionals.

🌐 Work Environment

Office Type: Hybrid work model, requiring 3 days per week at the office located in the Edificio La Previsora, Quito. This suggests a professional office environment designed for collaboration and focused work.

Office Location(s): Quito, Ecuador (specifically Edificio La Previsora). This location likely offers amenities and accessibility typical of a corporate office building in a major city.

Workspace Context:

• The hybrid model implies a need for both individual focus time (potentially remote) and collaborative sessions (in-office).

• The office workspace is expected to be equipped with the necessary technology and tools for design, collaboration, and meetings.

• Opportunities for direct interaction with colleagues from various departments, fostering a dynamic and interconnected work environment. Work Schedule:

• Full-time, estimated at 40 hours per week. The hybrid arrangement provides some flexibility in balancing remote and in-office workdays.

📝 Enhancement Note: The hybrid model is a common expectation for many operations roles, offering a balance between flexibility and in-person collaboration. The requirement of 3 days in the office suggests a company that values face-to-face interaction for brainstorming, alignment, and team building, which is beneficial for complex operations projects.

📄 Application & Portfolio Review Process

Interview Process:

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

• Technical Interview: A discussion focused on your experience with journey mapping, service blueprinting, and your approach to problem-solving in CX/Service Design. Be prepared to walk through specific examples.

• Portfolio Review: A dedicated session where you present 1-2 key projects from your portfolio, detailing your process, challenges, solutions, and impact. This is a crucial step to demonstrate practical skills.

• Stakeholder/Manager Interview: A conversation with the hiring manager and potentially key cross-functional team members to assess strategic thinking, collaboration style, and alignment with team dynamics.

• Final Interview (Optional): May involve senior leadership to discuss overall fit and potential contributions.

Portfolio Review Tips:

• Structure Your Narrative: For each project, clearly define the problem, your role, the methodology (e.g., Design Thinking, Agile), the tools used, the key insights gathered, the solutions designed, and the measurable outcomes or impact.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your service design initiatives (e.g., reduction in customer complaints, increase in NPS, improvement in process efficiency).

• Highlight Collaboration: Emphasize how you facilitated workshops, managed stakeholders, and built consensus across different departments.

• Showcase Process: Detail your approach to research, synthesis, ideation, prototyping, and iteration.

• Tailor to Sofka: Understand Sofka's mission and industry. Frame your experience in a way that resonates with their focus on technology, transformation, and customer trust.

Challenge Preparation:

• Be ready for hypothetical scenarios: "How would you approach designing a new service for X customer segment?" or "How would you improve an existing service with low NPS scores?"

• Prepare to discuss your experience applying AI responsibly in service design.

• Practice articulating complex service design concepts clearly and concisely, as if explaining them to a non-designer stakeholder.

📝 Enhancement Note: Operations professionals should treat the portfolio review as a critical demonstration of their process management and problem-solving capabilities. The ability to articulate impact and manage cross-functional collaboration effectively is key.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Collaboration: Figma, Miro, Mural (or equivalent) are essential. Proficiency in at least one is required, with familiarity across multiple being a strong asset. These tools are vital for workflow visualization, ideation, and collaborative documentation in operations.

• AI Applications: Responsible use of AI for structuring, synthesizing information, and documenting services. This indicates an openness to leveraging emerging technologies for operational efficiency.

Analytics & Reporting:

• While not explicitly listed, a Service Designer must be comfortable interpreting and utilizing data from:

  • Customer Relationship Management (CRM) systems (e.g., Salesforce, HubSpot) for customer data.

  • Customer feedback platforms (e.g., SurveyMonkey, Qualtrics) for qualitative and quantitative insights.

  • Business intelligence tools (e.g., Tableau, Power BI) for understanding performance metrics and trends. CRM & Automation:

• Understanding of how service design integrates with CRM systems to manage customer interactions and data.

• Awareness of process automation opportunities that can be informed by service blueprints to enhance operational efficiency.

📝 Enhancement Note: The emphasis on Figma, Miro, and Mural aligns with standard operations tools used for process mapping, workflow design, and project management. The mention of AI indicates a forward-thinking approach to leveraging technology for operational tasks.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A fundamental value, driving all design and improvement efforts to meet customer needs effectively.

• Continuous Improvement (Kaizen): A core cultural pillar, encouraging ongoing refinement of services, processes, and personal skills.

• Collaboration and Alignment: Emphasis on working together across departments to achieve shared goals and build consensus.

• Innovation & Learning: A culture that supports exploration, experimentation, and continuous skill development through programs like Sofka U.

• Well-being: Prioritizing the physical and mental health of employees through dedicated programs.

Collaboration Style:

• Facilitative and inclusive, encouraging diverse perspectives in workshops and design sessions.

• Data-informed and research-driven, using evidence to support design decisions.

• Proactive in stakeholder engagement to ensure buy-in and alignment across business units and technology teams.

• Focused on clear documentation and communication to maintain transparency and shared understanding.

📝 Enhancement Note: Sofka’s values are highly complementary to operations roles, emphasizing efficiency, data-driven approaches, collaboration, and continuous improvement. These are critical for any professional looking to make a tangible impact in an operations function.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Stakeholder Needs: Navigating diverse priorities and expectations from different business units, product teams, and technology departments.

• Translating Insights into Action: Effectively synthesizing research and data into concrete, implementable service improvements.

• Driving Adoption of New Services/Processes: Ensuring that designed services are adopted by users and integrated smoothly into existing operations.

• Working within Regulated Environments: Understanding and adhering to compliance and governance requirements in industries like financial services.

• Measuring ROI of Service Design: Quantifying the impact and return on investment of design initiatives to demonstrate value.

Learning & Development Opportunities:

• Advanced Service Design Techniques: Opportunities to master complex service design frameworks, user research methodologies, and strategic CX planning.

• AI and Automation Integration: Learning how to leverage AI and automation tools to enhance service design processes and operational efficiency.

• Leadership and Management: Potential to grow into leadership roles, managing design teams or broader CX/Digital Transformation initiatives.

• Industry Specialization: Deepening knowledge within specific sectors like financial services or technology consulting.

• Cross-functional Exposure: Gaining broader business acumen by working closely with various departments at Sofka.

📝 Enhancement Note: The challenges presented are common in operations-focused roles that require significant cross-functional influence and the ability to drive change. The growth opportunities are robust, offering clear pathways for career progression within the operations and technology landscape.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you designed from end-to-end. What were the key challenges, your process, and the outcomes?" (Focus on methodology, stakeholder management, and quantifiable impact).

• "How do you approach synthesizing data from multiple sources (research, metrics, feedback) to inform service design decisions?" (Highlight analytical rigor and data synthesis skills).

• "Imagine you need to align stakeholders from Sales, Marketing, and Engineering on a new service feature. How would you facilitate this process and ensure buy-in?" (Demonstrate facilitation, communication, and collaboration strategies).

• "How have you applied or seen AI applied responsibly in service design or operations?" (Showcase awareness of emerging technologies and ethical considerations). Company & Culture Questions:

• "What interests you about Sofka's mission to 'Transform lives through technology'?" (Connect your passion for service design to their overarching goal).

• "How do you contribute to a culture of continuous improvement and learning, like Sofka's 'Kaizen' philosophy?" (Provide examples of initiative and proactive development).

• "Describe your ideal collaborative environment. How do you build relationships with diverse teams?" (Align with Sofka's emphasis on a connected and supportive team). Portfolio Presentation Strategy:

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

• Visual Clarity: Use clear visuals (e.g., simplified journey maps, blueprint excerpts) to illustrate your points. Avoid overwhelming detail.

• Focus on Impact: Clearly articulate the measurable results of your work. Use numbers and data to support your claims.

• Process Demonstration: Show, don't just tell, how you apply methodologies like journey mapping and blueprinting. Explain why you chose certain approaches.

• Conciseness: Be mindful of time. Practice your presentation to ensure it’s impactful and within the allotted timeframe.

📝 Enhancement Note: Operations candidates should prepare to demonstrate not just design thinking but also process rigor, data analysis, and stakeholder management skills. The interview is an opportunity to showcase how you translate strategic design into actionable operational improvements.

📌 Application Steps

To apply for this Service Designer SR position:

• Submit your application through the provided link on the Sofka Opportunities portal.

• Tailor your Resume: Highlight experience in journey mapping, service blueprinting, stakeholder facilitation, and continuous improvement initiatives. Use keywords from the job description.

• Curate Your Portfolio: Select 2-3 strong case studies that best showcase your end-to-end service design process, quantifiable impact, and collaboration skills. Ensure clear documentation and compelling narratives.

• Prepare for the Portfolio Review: Practice presenting your case studies, focusing on your role, process, challenges, solutions, and measurable outcomes. Be ready to discuss your experience with design tools and AI applications.

• Research Sofka: Understand their mission, values, and industry. Consider how your service design expertise can contribute to their goal of being a trusted technological ally.

⚠️ 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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