UI Designer Sr

📍 Job Overview

Job Title: Service Designer Sr

Company: Softtek

Location: Mexico

Job Type: Full-time

Category: Service Design / UX Design / Strategic Design

Date Posted: 2026-09-30

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

Remote Status: On-site

🚀 Role Summary

• Design and optimize end-to-end digital service experiences, focusing on the entire customer journey from initial interaction to post-service engagement.

• Drive strategic initiatives by mapping complex service ecosystems, identifying critical friction points, and defining innovative solutions before product design commences.

• Lead comprehensive discovery processes, encompassing problem framing, in-depth user and market research, synthesis of findings, and the articulation of robust solution proposals.

• Facilitate collaborative workshops with diverse stakeholders, including business, technology, and user representatives, to foster co-creation and align on service vision.

📝 Enhancement Note: This role is positioned as a senior-level Service Designer, emphasizing strategic discovery and end-to-end service experience design rather than purely UI/visual design. The focus is on defining what needs to be designed and why, before handing off to product teams.

📈 Primary Responsibilities

• Execute comprehensive service discovery initiatives, including detailed problem framing, user research, competitive analysis, and synthesis of insights to inform solution development.

• Develop and maintain key service design artifacts such as detailed customer journey maps, service blueprints, and ecosystem maps to visualize current and future states of service delivery.

• Facilitate and lead cross-functional workshops to drive co-creation sessions, gather diverse perspectives, and build consensus on service strategies and solutions.

• Define the overall service model, including identifying and optimizing key digital and human touchpoints to ensure a seamless and effective user experience.

• Deliver clear, prioritized, and well-documented experience requirements to product design and development teams, ensuring alignment with strategic service objectives.

• Establish metrics for measuring service performance, analyze data to identify areas for improvement, and propose iterative enhancements to optimize the service offering.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on research, synthesis, and strategic planning, indicating a need for a candidate who can operate autonomously in ambiguous environments and influence product direction through design strategy.

🎓 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 senior-level roles in this domain.

Experience:

• Minimum of 4 years of progressive experience in service design, strategic design, or UX design with a pronounced focus on the discovery phase.

• Proven track record of successfully implementing service design solutions that have demonstrably improved user experience and business outcomes. Required Skills:

• Service Design: Deep understanding of service design principles, methodologies, and frameworks.

• UX Design: Strong foundation in user experience design, user-centered design principles, and usability best practices.

• Strategic Design: Ability to think holistically about business goals, user needs, and technical feasibility to create impactful service strategies.

• Discovery & Research: Expertise in conducting user research (qualitative and quantitative), competitive analysis, and market research to uncover insights.

• Journey Mapping & Service Blueprints: Proficiency in creating detailed journey maps and service blueprints to visualize service ecosystems and touchpoints.

• Ecosystem Mapping: Ability to map complex stakeholder and system interactions within a service environment.

• Workshop Facilitation: Demonstrated ability to plan, facilitate, and drive productive workshops with diverse, multidisciplinary teams.

• Co-creation: Experience in fostering collaborative environments where stakeholders actively contribute to solution development.

• Systemic Thinking: Capacity to understand and analyze complex systems, identify interdependencies, and design solutions that consider the entire service landscape.

• Figma/FigJam: Advanced proficiency in Figma for design and collaboration, and FigJam for ideation and workshop facilitation.

• Synthesis & Problem Framing: Strong analytical skills for synthesizing research findings and clearly framing complex problems.

Preferred Skills:

• Experience with specific methodologies like Design Thinking, Lean UX, or Agile frameworks.

• Familiarity with business strategy and process improvement frameworks.

• Experience in measuring and iterating on service performance post-launch.

• Strong storytelling and presentation skills to effectively communicate design concepts and strategies to executive stakeholders.

📝 Enhancement Note: The emphasis on "Discovery" and "Service Design" over traditional UI design suggests that candidates with a strong strategic and research background will be highly valued. The portfolio requirement is crucial for demonstrating practical application of these skills.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing a minimum of 2-3 distinct projects that highlight your expertise in service design and strategic discovery.

• Must include detailed examples of service blueprints, customer journey maps, and ecosystem maps, clearly illustrating your role and the insights derived.

• Demonstrations of implemented solutions that originated from your discovery and design process, with clear articulation of the problem, your approach, and the resulting impact.

• Evidence of your ability to facilitate workshops, particularly co-creation sessions with cross-functional teams, and the outcomes achieved.

• Examples of how you have synthesized research findings and framed complex problems to drive solution definition. Process Documentation:

• Showcase your ability to document the discovery process, from initial problem definition through to research synthesis and solution ideation.

• Provide examples of how you have translated service design artifacts into actionable requirements for product design and development teams.

• Include examples of how you have defined metrics and measured the performance of services you have designed, with evidence of iterative improvements.

📝 Enhancement Note: The portfolio is a critical component for this role. Candidates should focus on showcasing their strategic thinking, research capabilities, and ability to translate complex service landscapes into actionable design strategies, rather than solely visual design outputs.

💵 Compensation & Benefits

Salary Range: Based on Softtek's presence in Mexico, the experience level (4+ years), and the senior nature of this role, a competitive salary range for a Service Designer Sr. in Mexico City or other major hubs would typically fall between MXN $50,000 to MXN $80,000 per month gross. This estimate considers the cost of living in Mexico and industry benchmarks for specialized design roles.

Benefits:

• Full-time employment with Softtek, a global IT services company.

• Opportunity to work on impactful digital service design projects for diverse clients.

• Professional development and continuous learning opportunities.

• Competitive benefits package, which may include health insurance, life insurance, paid time off, and retirement savings plans. (Specifics to be confirmed with the hiring team).

• Potential for career advancement within Softtek's global operations.

Working Hours: Standard full-time working hours are expected, typically around 40 hours per week. While the role is on-site, there may be flexibility in start and end times, subject to team and project needs.

📝 Enhancement Note: Salary is an estimation based on general market data for senior design roles in Mexico and the nature of the company. Actual compensation will depend on candidate experience, specific location within Mexico, and negotiation. Benefits are standard for a large IT services firm.

🎯 Team & Company Context

🏢 Company Culture

Industry: Information Technology Services and Consulting. Softtek operates globally, providing IT consulting, outsourcing, and digital transformation services to a wide range of industries. This means the Service Designer will likely work on projects for various client sectors.

Company Size: Softtek is a large enterprise, employing thousands of professionals worldwide. This scale offers opportunities for broad impact and exposure to diverse projects and organizational structures.

Founded: Softtek was founded in 1982, giving it a long history and established presence in the IT services market.

Team Structure:

• The Service Designer will likely be part of a broader Design, UX, or Digital Transformation practice within Softtek.

• This team may consist of UX Researchers, UI Designers, Product Managers, and other Service Designers.

• The role involves close collaboration with business analysts, project managers, developers, and client stakeholders.

• Reporting structure would typically be to a Design Lead, Head of UX, or a Director overseeing digital transformation initiatives. Methodology:

• Softtek, as a digital transformation enabler, likely adheres to Agile and Design Thinking methodologies.

• Expect a focus on data-driven decision-making, iterative development, and a user-centric approach to problem-solving.

• Emphasis on delivering measurable business value and ROI for clients through optimized digital services.

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

📝 Enhancement Note: Working for a large IT services firm like Softtek means exposure to a variety of client needs and industries. The Service Designer will need to be adaptable and capable of working within different client contexts while upholding Softtek's service design standards.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level role, indicating a need for significant autonomy, strategic input, and the ability to mentor more junior team members. The "Sr." designation suggests leadership potential and a deep mastery of service design principles and discovery methodologies.

Reporting Structure: The role will likely report to a Design Lead, UX Manager, or a Director of Digital Transformation. Collaboration will be extensive, involving cross-functional teams and client-side stakeholders.

Operations Impact: The Service Designer's primary impact is on defining and optimizing the user experience of digital services, directly influencing customer satisfaction, engagement, and adoption. By identifying and resolving friction points early in the process, this role significantly contributes to the efficiency and success of digital products and services, ultimately impacting client business outcomes and Softtek's reputation.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas like customer journey mapping, service blueprinting, or user research methodologies.

• Leadership: Transition into a Lead Service Designer or UX Manager role, managing teams and strategic design initiatives.

• Cross-functional Development: Gain exposure to product management, business strategy, and technical architecture, broadening skill sets.

• Client Engagement: Develop strong client-facing and consulting skills, becoming a key advisor on digital service strategy.

• Industry Expertise: Become a subject matter expert in service design for specific industries Softtek serves.

📝 Enhancement Note: This senior role offers a clear path for career progression within a large, global organization. The emphasis on discovery and strategic design positions the individual to influence high-level business decisions and client engagements.

🌐 Work Environment

Office Type: Softtek typically operates with a hybrid or on-site model, particularly for roles requiring intensive collaboration and client interaction. This specific role is listed as On-site.

Office Location(s): The role is based in Mexico. Softtek has multiple offices across Mexico, so the exact location might be flexible within major cities, but the primary requirement is on-site presence.

Workspace Context:

• The workspace will likely be collaborative, encouraging interaction with design colleagues, project teams, and potentially client representatives.

• Access to necessary design tools and technologies, including Figma, FigJam, and potentially other collaboration or research platforms, is expected.

• The environment will foster a culture of innovation, problem-solving, and continuous improvement, aligning with Softtek's service offerings.

Work Schedule: The standard work schedule will be full-time, likely Monday to Friday. As this is an on-site role, predictable hours are expected, though project deadlines may occasionally require flexibility. The focus will be on delivering outcomes and meeting project milestones.

📝 Enhancement Note: The on-site requirement suggests a preference for in-person collaboration, essential for facilitating workshops and building strong team dynamics. Candidates should be prepared for a structured office environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will likely conduct an initial call to assess basic qualifications, experience, and cultural fit.

• Portfolio Review: A core part of the process will be a dedicated session where candidates present their portfolio. Be prepared to walk through 2-3 key projects, detailing your role, process, challenges, and outcomes.

• Technical/Skills Interview: This may involve a discussion with a hiring manager or senior designer focusing on service design methodologies, discovery techniques, workshop facilitation, and problem-solving scenarios. You might be asked to discuss specific case studies or hypothetical problems.

• Team/Cross-functional Interview: Interviews with potential colleagues or stakeholders from business or technology teams to assess collaboration style and ability to work across disciplines.

• Final Interview: Potentially with a senior leader to discuss strategic alignment, long-term vision, and finalize the offer.

Portfolio Review Tips:

• Curate Strategically: Select projects that best demonstrate your expertise in service design, discovery, journey mapping, and service blueprints.

• Tell a Story: For each project, clearly articulate the problem, your specific role and contributions, the methodologies you employed, the challenges faced, and the measurable impact of your solutions.

• Show, Don't Just Tell: Use visuals effectively – include your maps, blueprints, research synthesis, and any tangible outcomes.

• Highlight Collaboration: Emphasize your experience facilitating workshops and working with multidisciplinary teams.

• Focus on Strategy: Explain why you made certain design decisions and how they align with user needs and business objectives.

Challenge Preparation:

• Be ready to discuss how you approach ambiguous problems and define service requirements from scratch.

• Prepare examples of how you've measured service performance and driven iterative improvements.

• Understand Softtek's business and their approach to digital transformation to tailor your responses.

📝 Enhancement Note: The portfolio presentation is paramount. Candidates should prepare thoroughly to articulate their strategic thinking and end-to-end service design process with clear, impactful examples.

🛠 Tools & Technology Stack

Primary Tools:

• Figma/FigJam: Essential for design, prototyping, wireframing, and collaborative ideation/workshops. Proficiency is explicitly required.

• Service Design/Mapping Tools: While Figma/FigJam can be used, familiarity with tools like Miro, Mural, Lucidchart, or specialized service design platforms for creating blueprints and journey maps is beneficial.

• Research & Synthesis Tools: Experience with tools for user research (e.g., UserTesting.com, SurveyMonkey), data analysis, and synthesizing findings (e.g., Dovetail, qualitative analysis software).

Analytics & Reporting:

• Familiarity with analytics platforms (e.g., Google Analytics, Adobe Analytics) to understand service performance metrics.

• Ability to interpret data from CRM or customer feedback platforms to identify areas for service improvement. CRM & Automation:

• While not directly a CRM role, understanding how services interact with CRM systems (e.g., Salesforce) and automation platforms can be advantageous for defining touchpoints.

• Knowledge of workflow automation principles to ensure seamless service delivery across digital and human channels.

📝 Enhancement Note: Figma and FigJam are explicitly called out as required tools. Candidates should highlight their proficiency and any experience with other collaborative design and research platforms.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and serving user needs as the foundation for all service design decisions.

• Collaboration: A strong belief in the power of teamwork and cross-functional partnerships to achieve optimal outcomes.

• Innovation: Encouraging creative problem-solving and the exploration of new ideas to drive digital transformation.

• Excellence & Impact: A drive to deliver high-quality, impactful solutions that provide tangible value to clients and their users.

• Continuous Improvement: A mindset focused on learning, iterating, and refining services based on data and feedback.

Collaboration Style:

• Cross-functional Integration: Expect to work closely with business strategists, product managers, engineers, and client stakeholders. Open communication and proactive collaboration are key.

• Facilitative Leadership: The ability to guide discussions, build consensus, and empower teams through workshops and collaborative sessions.

• Knowledge Sharing: A culture that encourages sharing best practices, learnings, and insights to elevate the entire team's capabilities.

📝 Enhancement Note: Softtek, as a global IT services firm, likely emphasizes a professional, collaborative, and results-oriented culture. The Service Designer will need to be adept at navigating diverse team dynamics and client environments.

⚡ Challenges & Growth Opportunities

Challenges:

• Ambiguity: Navigating complex client requirements and evolving project scopes with limited initial definition. This role specifically thrives in this ambiguity.

• Cross-functional Alignment: Gaining buy-in and aligning diverse stakeholder perspectives (business, tech, users) on a unified service vision.

• Measuring Impact: Quantifying the success of service design initiatives, especially in complex ecosystems where direct attribution can be challenging.

• Pace of Change: Keeping up with evolving digital technologies and user expectations to ensure services remain relevant and effective.

Learning & Development Opportunities:

• Advanced Service Design Techniques: Opportunities to explore and implement cutting-edge service design methodologies.

• Client Consulting Skills: Developing expertise in client relationship management, strategic advisory, and presentation skills.

• Industry Exposure: Gaining deep knowledge of various client industries and their unique service challenges.

• Mentorship: Potential for mentorship from senior leaders within Softtek's design and digital transformation practices.

• Certification: Pursuing relevant certifications in Design Thinking, Agile, or specialized service design areas.

📝 Enhancement Note: The role is designed for individuals who enjoy tackling complex, ill-defined problems and driving strategic change. The growth opportunities are significant for those looking to advance in the consulting and digital transformation space.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to define a service from scratch. What was your process, and what were the key outcomes?"

• "How do you approach identifying and prioritizing friction points in a complex service ecosystem?"

• "Walk me through a service blueprint you created. What insights did it reveal, and how did it influence the solution?"

• "How do you facilitate a co-creation workshop with stakeholders who have conflicting priorities?"

• "Describe a situation where you had to manage significant ambiguity. How did you frame the problem and move forward?" Company & Culture Questions:

• "What interests you about Softtek and our approach to digital transformation?"

• "How do you ensure your service designs align with business objectives and technical constraints?"

• "Describe your ideal collaboration style with product managers and engineers."

• "How do you stay current with trends in service design and digital experience?" Portfolio Presentation Strategy:

• Structure: Begin with an overview of your role and the project's objective. Dedicate time to explaining your discovery process and research insights. Showcase your key artifacts (journeys, blueprints) and the rationale behind them. Conclude with the implemented solution and its impact.

• Metrics: Be prepared to discuss how you measured success and any quantifiable results. If metrics were not directly tied to your work, explain how you would propose measuring them.

• Interactivity: Engage the interviewer by asking clarifying questions and inviting discussion throughout your presentation.

📝 Enhancement Note: Interviewers will be looking for a deep understanding of the service design process, strong analytical and problem-solving skills, and the ability to effectively communicate complex ideas. The portfolio presentation is your primary opportunity to demonstrate these capabilities.

📌 Application Steps

To apply for this Service Designer Sr. position:

• Submit your application through the Softtek careers portal via the provided link.

• Curate Your Portfolio: Ensure your portfolio is up-to-date and prominently features your strongest service design, discovery, and journey mapping projects. Tailor the selection to highlight your strengths in these areas.

• Craft Your Resume: Optimize your resume to clearly articulate your 4+ years of experience in service design, strategic design, or UX with a discovery focus. Use keywords from the job description and quantify your achievements whenever possible.

• Prepare Your Presentation: Practice walking through your portfolio projects. Be ready to explain your process, highlight your contributions, and discuss the impact of your work. Prepare concise answers for common interview questions related to service design challenges and collaborative approaches.

• Research Softtek: Understand Softtek's mission, services, and their approach to digital transformation. Consider how your skills and experience can best contribute to their client solutions and company culture.

⚠️ 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.