UX Consultant Sr

📍 Job Overview

Job Title: Head of Service Design

Company: Softtek

Location: Mexico

Job Type: Full-Time

Category: Service Design & UX Leadership

Date Posted: 2026-09-30T16:11:17

Experience Level: 10+ Years

Remote Status: On-site

🚀 Role Summary

• Lead and mentor a team of Service Designers and UX Researchers to drive high-quality discovery processes.

• Define, implement, and standardize discovery models, standards, and rituals across multiple digital products.

• Translate complex research findings and user insights into actionable business opportunities for executive-level stakeholders.

• Build and maintain a robust user knowledge repository, establishing strong Research Operations (Research Ops) practices.

• Ensure all product discovery decisions are evidence-based, scalable, and aligned with business objectives.

📝 Enhancement Note: While the original title was "UX Consultant Sr," the description clearly indicates a leadership role focused on Service Design and Discovery, leading a team and setting strategic direction. This is more accurately reflected as "Head of Service Design" or a similar senior leadership title within the UX/Service Design domain. The role's emphasis on "Discovery" and "Research Ops" suggests a strong connection to GTM and product strategy enablement, aligning it with revenue operations principles through informed decision-making.

📈 Primary Responsibilities

• Team Leadership & Development: Direct, mentor, and develop a team of 9 Service Designers and UX Researchers, fostering a culture of continuous learning and high performance.

• Discovery Framework Definition: Establish and refine the methodology, standards, and recurring rituals for the discovery phase across four key digital products.

• Strategic Prioritization: Collaborate with the Growth agency and Commercial Ecosystem cells to prioritize and allocate discovery efforts based on strategic business impact.

• Quality Assurance: Ensure rigorous quality standards for research findings, investigation frameworks, evidence triangulation, and traceability of insights.

• Business Translation & Communication: Translate user research findings and discovery insights into compelling business opportunities, effectively communicating them to senior leadership and C-level stakeholders through executive storytelling.

• Knowledge Management: Build, maintain, and evolve a comprehensive user knowledge repository, implementing robust Research Operations (Research Ops) practices for scalability and accessibility.

• Evidence-Based Decision Making: Champion a culture where product decisions are consistently supported by validated evidence derived from discovery processes, reducing reliance on assumptions.

• Cross-Functional Collaboration: Foster strong working relationships with product teams, growth agencies, and commercial stakeholders to ensure seamless integration of discovery insights into business strategy.

📝 Enhancement Note: The responsibilities are inferred from the "Propósito del rol" and "Responsabilidades clave" sections, expanded to detail the leadership and strategic aspects inherent in a Head of Service Design role. The emphasis on "Discovery," "Growth agency," and "Ecosistema Comercial" links this role to Go-To-Market (GTM) strategy enablement by ensuring products are built on validated market needs.

🎓 Skills & Qualifications

Education:

• Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field. Advanced degrees are often preferred for senior leadership roles in this domain. Experience:

• Minimum of 10+ years of progressive experience in Service Design, Experience Design, or UX Research.

• At least 3-5 years of demonstrated experience leading and managing teams of designers and researchers.

• Proven track record of successfully leading end-to-end discovery processes for complex digital and/or physical service ecosystems. Required Skills:

• Service Design Expertise: Deep understanding and practical application of service design principles, methodologies, and tools (e.g., journey mapping, service blueprinting, ecosystem mapping).

• UX Research Mastery: Proficiency in both qualitative and quantitative research methods, including user interviews, usability testing, surveys, and data analysis.

• Research Operations (Research Ops): Proven ability to establish and manage research operations, including knowledge management, participant recruitment, tool standardization, and ethical research practices.

• Team Leadership & Development: Strong ability to lead, mentor, inspire, and develop high-performing design and research teams.

• Executive Storytelling & Communication: Exceptional ability to translate complex findings into clear, concise, and persuasive narratives for executive-level audiences and C-suite stakeholders.

• Business Acumen: Solid understanding of business strategy, product development lifecycles, and how design and research insights drive business outcomes and revenue growth.

• Stakeholder Management: Skill in building rapport, managing expectations, and influencing decisions with diverse stakeholders, including C-level executives.

• Discovery Methodology: Expertise in defining and executing robust discovery frameworks that yield actionable insights and reduce product risk.

Preferred Skills:

• Experience within the Retail, B2B, or traditional channel industries.

• Familiarity with agile development methodologies and cross-functional team collaboration.

• Experience with customer journey mapping and service blueprinting for physical and digital touchpoints.

• Knowledge of product strategy and how discovery feeds into roadmapping.

• Fluency in Spanish (as indicated by the job posting language).

📝 Enhancement Note: The experience level is set to 10+ years based on the "8+ years" requirement and the "Sr" designation in the original title, plus the explicit leadership experience. The preferred skills are derived from the "Deseable" section of the original description. The education requirement is a standard inference for senior leadership roles in design and research.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Discovery Case Studies: Showcase 2-3 comprehensive case studies demonstrating leadership in end-to-end discovery processes. These should highlight the problem, your approach, methodologies used, key findings, and the impact on business decisions or product strategy.

• Team Leadership Examples: Evidence of how you've led, mentored, and developed design and research teams, including examples of team growth and improved performance.

• Research Ops Implementation: Examples of how you've built or significantly improved Research Operations, detailing knowledge management systems, participant recruitment strategies, or tool standardization.

• Stakeholder & C-Level Communication: Demonstrations of how you've translated complex insights into actionable recommendations and presented them effectively to executive audiences, including examples of influencing strategic decisions.

• Methodology & Frameworks: Clear articulation of the discovery models, standards, and rituals you've defined and implemented, along with the rationale behind them.

Process Documentation:

• Discovery Framework Design: Documentation outlining the end-to-end discovery process, from problem framing and research planning to insight synthesis and recommendation.

• Research Ops Playbooks: Standard operating procedures for research activities, including participant screening, data collection protocols, ethical guidelines, and knowledge sharing mechanisms.

• Impact Measurement Frameworks: Methodologies for tracking the effectiveness of discovery efforts and their contribution to product success and business objectives (e.g., reduction in assumptions, improved product-market fit, impact on conversion rates).

• Collaboration Protocols: Guidelines for how the Service Design and Research team collaborates with product managers, engineers, marketers, and business stakeholders.

📝 Enhancement Note: This section is built around the core responsibilities and requirements of leading a discovery function. The emphasis on "Discovery," "Research Ops," and "stakeholder management" directly informs the portfolio and process documentation expectations for a role focused on enabling evidence-based decision-making for product and business strategy.

💵 Compensation & Benefits

Salary Range:

• Estimated Range: $80,000 - $120,000 USD annually (or equivalent in Mexican Pesos, approximately $1,360,000 - $2,040,000 MXN at an exchange rate of 17 MXN/USD).

• Explanation: This estimate is based on senior leadership roles in Service Design and UX Research in Mexico for companies of Softtek's size and industry (Technology/Consulting). Factors considered include the 10+ years of experience requirement, team leadership responsibilities, and the strategic impact of the role. This range is a benchmark and actual compensation will depend on candidate experience, specific qualifications, and local market conditions.

Benefits:

• Comprehensive Health Insurance: Medical, dental, and vision coverage for employees and potentially dependents.

• Professional Development Budget: Allocated funds for training, conferences, certifications, and workshops relevant to Service Design, UX Research, and leadership.

• Performance Bonuses: Potential for annual bonuses tied to individual performance and company/team objectives.

• Retirement Savings Plan: Contributions to a local retirement or pension fund.

• Paid Time Off: Generous vacation days, sick leave, and national holidays.

• Employee Assistance Program (EAP): Support services for mental health and well-being.

• Potential for Stock Options/Equity: Depending on company policy for senior leadership roles.

Working Hours:

• Standard: Approximately 40 hours per week.

• Flexibility: While the role is on-site, there may be some flexibility in daily start/end times, subject to team and business needs. Occasional extended hours may be required to meet critical deadlines or for executive presentations.

📝 Enhancement Note: The salary range is an estimation for a senior leadership role in Mexico's tech/consulting sector, incorporating the provided experience level and location. Benefits are standard for senior positions in large tech organizations. The working hours are based on the AI-derived 40 hours, with typical on-site considerations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Services & Consulting. Softtek is a global provider of IT services and solutions, focusing on digital transformation, cloud, cybersecurity, and business process optimization for large enterprises.

Company Size: Softtek is a large enterprise, with employee counts often exceeding 10,000 globally. This size implies a structured environment with established processes, significant resources, and opportunities for broad impact across various business units and client engagements.

Founded: Softtek was founded in 1982, bringing decades of experience and stability to the market. This long history suggests a mature organizational culture, deep industry knowledge, and a strong foundation in technological innovation and client service.

Team Structure:

• Operations Team Aspect 1: The Service Design and UX Research team is likely a dedicated unit within a larger Product, Digital, or Innovation department, comprising approximately 9 individuals with specialized skills in research and design.

• Operations Team Aspect 2: This role reports into a senior executive, potentially a VP of Product, Chief Digital Officer, or Head of Innovation, with direct leadership over the Service Design and Research team.

• Operations Team Aspect 3: Close collaboration is expected with Product Managers, Engineering Leads, Growth teams, Marketing, and Business Unit stakeholders to embed user-centricity and data-driven insights into product development and business strategy.

Methodology:

• Operations Process 1: Emphasis on rigorous data analysis and synthesis from qualitative and quantitative research to inform strategic product and business decisions.

• Operations Process 2: Development and implementation of standardized discovery frameworks and workflows to ensure consistent, high-quality research outcomes across all digital products.

• Operations Process 3: Adoption of Research Operations (Research Ops) practices to streamline research processes, manage knowledge effectively, and scale research impact across the organization.

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

📝 Enhancement Note: Company details are sourced from the provided LinkedIn data and general knowledge of Softtek as a major IT services firm. The team structure and methodology are inferred based on the role's responsibilities and the nature of a Head of Service Design in a large tech organization.

📈 Career & Growth Analysis

Operations Career Level: This role is a senior leadership position, equivalent to a Director or Head of Department within the UX/Service Design domain. It requires strategic thinking, team management, and significant influence over product and business direction. The scope includes defining the vision and standards for discovery across multiple products.

Reporting Structure: The Head of Service Design will report to a senior executive (e.g., VP of Product, Chief Digital Officer) and will directly manage a team of 9 Service Designers and UX Researchers. This structure allows for high-level strategic alignment and direct operational oversight of the discovery function.

Operations Impact: The primary impact of this role is ensuring that Softtek's digital products are built on a foundation of validated user needs and market insights, rather than assumptions. This leads to more successful product launches, improved customer satisfaction, increased adoption rates, and ultimately, enhanced revenue generation and market competitiveness. By translating findings into business opportunities, this role directly influences strategic decision-making at the C-level.

Growth Opportunities:

• Leadership Expansion: Potential to expand the scope of influence to oversee broader UX/Product Design functions or lead strategic initiatives within the digital transformation space.

• Strategic Influence: Opportunities to shape company-wide product strategy and innovation roadmaps based on deep user understanding and market insights.

• Industry Recognition: As a leader in a key area like Service Design and Discovery, there will be opportunities to represent Softtek at industry events or contribute to thought leadership.

• Mentorship: Develop leadership skills by mentoring and growing a talented team, preparing them for future leadership roles.

📝 Enhancement Note: The career level and impact are inferred from the seniority of the role and its strategic responsibilities. Growth opportunities are standard for senior leadership positions in large, forward-thinking organizations.

🌐 Work Environment

Office Type: On-site. This role requires physical presence at a Softtek office location in Mexico.

Office Location(s): While the specific office is not detailed, Softtek has a significant presence across Mexico, including major cities like Mexico City, Guadalajara, and Monterrey. Candidates should expect to work from one of their primary operational hubs.

Workspace Context:

• Collaborative Environment: Expect a dynamic office setting that encourages cross-functional collaboration, with dedicated spaces for team meetings, workshops, and brainstorming sessions.

• Operations Tools & Technology: Access to standard corporate IT infrastructure, design software, research tools, and collaboration platforms necessary for effective Service Design and UX Research work.

• Team Interaction: Frequent interaction with direct reports, peers in product and engineering, and senior leadership, fostering a culture of shared learning and problem-solving.

Work Schedule:

• Standard business hours (approximately 40 hours per week) are expected, with flexibility in daily start and end times, provided business needs and team collaboration are maintained.

• Occasional extended hours may be necessary to meet project deadlines or prepare for executive presentations.

📝 Enhancement Note: The "On-site" remote status is directly from the AI data. Office locations are inferred based on Softtek's known presence in Mexico. The workspace context is a general assumption for a large tech consulting firm's office environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter will assess your resume and alignment with the core requirements. Be prepared to articulate your leadership experience and strategic approach to discovery.

• Hiring Manager Interview: A discussion with the hiring manager to delve deeper into your experience leading Service Design and UX Research teams, your methodology, and your approach to Research Ops.

• Portfolio Review & Case Study Presentation: A critical stage where you will present 2-3 key case studies from your portfolio, demonstrating your leadership in discovery, team management, and stakeholder communication. Be ready to discuss your process, the challenges you faced, and the business impact of your work.

• Team/Peer Interviews: Meetings with potential peers or team members to assess cultural fit, collaboration style, and technical alignment.

• Executive Interview: A final interview with a senior leader (e.g., VP, CDO) to evaluate strategic alignment, leadership potential, and overall fit with the company's vision.

Portfolio Review Tips:

• Focus on Leadership: Highlight instances where you led teams, defined strategy, and influenced organizational direction, not just individual contributions.

• Structure Your Case Studies: For each case study, clearly articulate:

  • The Business Problem/Opportunity
  • Your Role & Team Structure
  • The Discovery Process & Methodologies Used
  • Key Findings & Insights
  • How Insights Translated into Business Opportunities/Product Strategy
  • The Impact & Outcomes (quantify where possible: e.g., reduced assumptions, improved conversion, strategic alignment)

• Demonstrate Research Ops: Show how you've operationalized research for scalability and efficiency.

• Executive Storytelling: Practice presenting your work in a concise, compelling narrative suitable for C-level executives, focusing on business value and strategic implications.

Challenge Preparation:

• Discovery Framework Design: Be prepared to discuss how you would approach defining or refining a discovery framework for Softtek's digital products, considering their existing structure and business goals.

• Team Development Scenarios: Anticipate questions about how you would mentor, manage performance, and foster growth within your team.

• Stakeholder Alignment: Prepare to discuss strategies for gaining buy-in from C-level stakeholders for user-centric initiatives and evidence-based decision-making.

📝 Enhancement Note: This section is tailored for a senior leadership role in Service Design, emphasizing portfolio presentation, strategic thinking, and executive communication, which are crucial for this level of position.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Tools: Familiarity with tools like Miro, Mural, Figma, Adobe Creative Suite (Illustrator, Photoshop) for diagramming, journey mapping, prototyping, and visual design.

• UX Research Platforms: Experience with tools for surveys (e.g., SurveyMonkey, Qualtrics), user testing (e.g., UserTesting.com, Lookback), and participant management.

• Knowledge Management Systems: Experience with platforms for organizing, storing, and sharing research findings (e.g., Dovetail, Confluence, Notion, dedicated Research Ops tools).

• Project Management & Collaboration: Proficiency in tools such as Jira, Asana, Trello, Slack, Microsoft Teams for team coordination, task management, and communication.

Analytics & Reporting:

• Data Analysis Tools: Ability to interpret data from qualitative and quantitative research using tools like Excel, Google Sheets, and potentially statistical software or BI platforms for trend analysis.

• Presentation Software: Expertise in tools like PowerPoint, Google Slides, or Keynote for creating impactful executive presentations and reports.

CRM & Automation:

• While not a primary focus, understanding how user insights from discovery can feed into CRM strategies or inform automation opportunities is beneficial. Familiarity with how CRM data (e.g., Salesforce, Dynamics 365) can inform user research is also valuable.

📝 Enhancement Note: This section lists typical tools for a Service Design and UX Research leadership role, with an emphasis on collaboration, research operations, and executive reporting.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the user, ensuring that all product development is driven by genuine user needs and behaviors.

• Data-Driven Decision Making: A strong emphasis on using evidence from research and analytics to inform strategy, product decisions, and business opportunities, moving away from assumptions.

• Collaboration & Transparency: Fostering an environment where cross-functional teams work together openly, sharing insights and challenges to achieve common goals.

• Continuous Improvement & Innovation: A proactive approach to refining processes, exploring new methodologies, and driving innovation in how discovery is conducted and leveraged.

• Business Impact: A focus on ensuring that design and research efforts directly contribute to measurable business outcomes, such as revenue growth, customer satisfaction, and market differentiation.

Collaboration Style:

• Cross-Functional Integration: Proactively embedding the Service Design and Research team within product development cycles, working closely with product managers, engineers, and marketing.

• Process Review & Feedback: Encouraging a culture of constructive feedback and continuous refinement of research and design processes through regular retrospectives and team syncs.

• Knowledge Sharing: Establishing mechanisms for sharing research findings and best practices across different teams and departments to foster organizational learning.

📝 Enhancement Note: These values and collaboration styles are inferred to be important for a leader in a technology consulting firm focused on user-centricity and business impact.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Strategic Vision with Execution: Ensuring the team not only defines strategic discovery frameworks but also executes them effectively across multiple product teams with varying needs and deadlines.

• Driving Cultural Change: Shifting organizational reliance from assumptions to evidence-based decision-making can be challenging and requires strong leadership and advocacy.

• Resource Management: Effectively allocating the team's time and resources across competing product priorities while maintaining high quality and depth of research.

• Measuring Impact: Quantifying the ROI of discovery efforts and articulating their value to senior leadership in tangible business terms.

Learning & Development Opportunities:

• Advanced Leadership Training: Opportunities to develop strategic leadership skills, financial acumen, and advanced people management techniques.

• Industry Conferences & Best Practices: Access to leading conferences and publications in Service Design, UX Research, and Product Strategy to stay ahead of industry trends.

• Mentorship & Networking: Opportunities to be mentored by senior executives within Softtek and to build a professional network within the broader tech and design communities.

• Specialization: Potential to deepen expertise in specific areas of Service Design or Research Operations relevant to Softtek's strategic initiatives.

📝 Enhancement Note: Challenges and growth opportunities are typical for a senior leadership role in a dynamic technology environment, focusing on strategic impact and organizational influence.

💡 Interview Preparation

Strategy Questions:

• "How would you define and implement a scalable discovery framework for four distinct digital products within a large organization like Softtek?"

• "Describe a time you had to influence C-level executives to adopt a product strategy based on user research findings. What was your approach and the outcome?"

• "How do you prioritize research efforts when multiple product teams have competing demands and timelines? What is your framework for this?"

• "What are the key components of a robust Research Operations function, and how would you establish or mature one at Softtek?" Company & Culture Questions:

• "Based on your understanding of Softtek, how would you tailor your Service Design and Research approach to align with our business goals in the technology services industry?"

• "How do you foster a culture of user-centricity and evidence-based decision-making within product teams and across the organization?"

• "Describe your ideal collaboration model with Product Management, Engineering, and Growth teams." Portfolio Presentation Strategy:

• The "So What?" Factor: For each case study, clearly articulate the business implications and strategic value of your work. Don't just present deliverables; explain the impact.

• Leadership Narrative: Frame your contributions from a leadership perspective – how you guided the team, made strategic decisions, and influenced outcomes.

• Concise & Visual: Use clear, visually appealing slides. Get straight to the point and avoid overly technical jargon unless necessary. Practice your timing to ensure you cover your most impactful examples efficiently.

• Q&A Readiness: Anticipate follow-up questions about your methodology, challenges, and alternative approaches.

📝 Enhancement Note: These questions are designed to assess strategic thinking, leadership capability, and practical application of Service Design and Research Ops principles in a corporate environment.

📌 Application Steps

To apply for this Head of Service Design position:

• Submit Your Application: Utilize the provided application link on Softtek's careers portal.

• Tailor Your Resume: Highlight your experience in leading Service Design and UX Research teams, your expertise in discovery methodologies and Research Ops, and your track record of influencing executive decisions. Quantify achievements wherever possible.

• Prepare Your Portfolio: Curate 2-3 of your strongest case studies that demonstrate end-to-end discovery leadership, team management, and business impact. Ensure they are well-structured and ready for presentation.

• Research Softtek: Understand Softtek's business, its services, and its position in the technology consulting market. Consider how user-centricity and discovery can drive value for their clients and internal products.

• Practice Your Storytelling: Rehearse presenting your case studies and answering strategic questions, focusing on clear, concise, and impactful communication suitable for senior leadership.

⚠️ 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.