UX Researcher & Service Designer

📍 Job Overview

Job Title: UX Researcher & Service Designer

Company: FRICE Consulting

Location: Lima, Peru

Job Type: Full-time, Temporary (3-month assignment)

Category: User Experience (UX) Research & Service Design

Date Posted: 2026-07-24

Experience Level: 5-10 years

Remote Status: Hybrid

🚀 Role Summary

• Lead end-to-end UX research initiatives to uncover deep user insights and translate them into strategic recommendations for digital product and service enhancements.

• Design and optimize user journeys and operational processes by mapping current states (AS-IS) and future states (TO-BE) through direct observation and stakeholder collaboration.

• Conduct rigorous usability testing on future state proposals and user flows to validate design hypotheses and ensure a user-centered approach.

• Synthesize complex qualitative data into actionable findings and compelling reports that drive informed decision-making across product, design, technology, and operations teams.

• Leverage a strong command of UX research methodologies and service design principles to champion user needs and business objectives in a hybrid work environment.

📝 Enhancement Note: While the role is titled "UX Researcher & Service Designer," the responsibilities heavily lean into operational process analysis and improvement within physical environments (stores, branches, distribution centers) in addition to digital product design. This suggests a focus on bridging the gap between physical and digital customer/employee experiences. The 3-month assignment duration indicates a project-based need, likely for a specific client initiative within FRICE Consulting's portfolio.

📈 Primary Responsibilities

• Spearhead the comprehensive UX research process, from planning and participant recruitment to data collection and analysis, ensuring evidence-based insights.

• Conduct in-depth contextual interviews and direct observational studies within physical operational environments (e.g., retail stores, service centers, distribution hubs) to understand real-world user behaviors and pain points.

• Map existing operational processes (AS-IS) by meticulously documenting actors, tasks, systems, dependencies, friction points, and areas ripe for improvement.

• Develop and present detailed user journey maps, operational flow diagrams, and future-state process designs (TO-BE) based on research findings.

• Design and execute robust usability testing protocols for proposed future-state solutions and user flows, gathering critical feedback for iteration.

• Analyze and synthesize qualitative research data to identify key patterns, generate actionable insights, and formulate strategic recommendations aligned with business goals.

• Collaborate closely with cross-functional teams, including Product Managers, UX/UI Designers, Engineers, and Operations stakeholders, to integrate research findings into product roadmaps and service improvements.

• Produce comprehensive research reports, process documentation, and presentations that clearly articulate findings, recommendations, and potential business impact.

• Actively contribute to the service design strategy, ensuring a holistic approach that considers all touchpoints of the user experience, both digital and physical.

• Proactively identify opportunities for process optimization and service innovation based on user feedback and operational analysis.

📝 Enhancement Note: The responsibilities emphasize a blend of traditional UX research and a strong service design component focused on operational processes. The expectation to map AS-IS processes directly in physical locations suggests the candidate will be expected to be hands-on in the field, not just remotely analyzing data. This role requires strong analytical, synthesis, and communication skills to influence stakeholders across different departments.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Human-Computer Interaction, Design, Psychology, Anthropology, Computer Science, or a related field is typically expected for UX Research and Service Design roles of this experience level.

Experience: A minimum of 5 years of progressive experience in UX Research, Service Design, or closely related disciplines is required. Experience in consulting environments or on client-facing projects is highly advantageous.

Required Skills:

• Proven expertise in designing and conducting a variety of qualitative UX research methods (e.g., contextual inquiry, in-depth interviews, ethnographic studies, usability testing, diary studies).

• Demonstrated ability in service design methodologies, including process mapping, journey mapping, service blueprinting, and co-creation workshops.

• Proficiency in creating clear and insightful process maps (AS-IS and TO-BE), user flows, and operational documentation.

• Hands-on experience with digital design and collaboration tools such as Figma, FigJam, and Miro, or equivalent industry-standard software.

• Strong analytical and synthesis skills to translate raw qualitative data into compelling, evidence-based findings and actionable recommendations.

• Excellent communication, presentation, and interpersonal skills, with the ability to effectively influence stakeholders at various levels.

• Demonstrated ability to collaborate effectively within multidisciplinary teams, including product, design, engineering, and operations.

• Proactive, user-centric mindset with a strong orientation towards achieving business objectives.

• Experience working with tools and systems relevant to the management and operation of retail stores, service centers, or distribution centers. Preferred Skills:

• Experience in hybrid work environments and understanding of associated UX challenges.

• Familiarity with quantitative research methods and data analysis for triangulation.

• Knowledge of agile development methodologies and experience working within sprint cycles.

• Experience in the specific industry of the client FRICE Consulting is serving (if known).

• Ability to facilitate workshops and co-design sessions with diverse groups of stakeholders.

📝 Enhancement Note: The requirement for "tools digitales orientadas a la gestión y operación de tiendas, sucursales o centros de distribución" is a key differentiator. Candidates should be prepared to discuss their experience with such systems, even if not explicitly named. The 5-year minimum experience implies a need for a candidate who can work autonomously and lead research efforts.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 robust case studies demonstrating end-to-end UX Research and Service Design projects.

• For each case study, clearly articulate the problem statement, research objectives, methodologies employed (qualitative and, if applicable, quantitative), key findings, and actionable recommendations.

• Include visual examples of process maps (AS-IS and TO-BE), user journey maps, service blueprints, and usability testing reports.

• Highlight the impact of your work on user experience, business outcomes, and operational efficiency, quantifying results where possible (e.g., reduction in task completion time, increase in satisfaction scores).

• Demonstrate proficiency with design and collaboration tools like Figma, FigJam, and Miro through visual artifacts or interactive prototypes within your portfolio. Process Documentation:

• Evidence of creating clear, structured, and easily understandable documentation for complex operational processes.

• Examples of "AS-IS" process documentation that accurately capture current workflows, including actors, tasks, systems, and pain points.

• Demonstrations of designing "TO-BE" process flows that incorporate improvements identified through research, aiming for enhanced efficiency and user satisfaction.

• Portfolios should include examples of how research findings were translated into documented process improvements or service design blueprints.

📝 Enhancement Note: Given the emphasis on mapping processes in physical locations, portfolio pieces that clearly illustrate this aspect—perhaps before-and-after process maps or detailed observational studies—will be highly valued. The ability to demonstrate how research directly led to tangible process improvements is crucial.

💵 Compensation & Benefits

Salary Range: For a UX Researcher & Service Designer with 5-10 years of experience in Lima, Peru, a competitive salary range would typically fall between PEN 6,000 to PEN 10,000 per month. This estimate considers the hybrid work model, the project-based nature (3-month assignment), and the specialized skill set required.

Benefits:

• Project-based assignment with FRICE Consulting, offering exposure to diverse client projects.

• Opportunity to work on impactful initiatives for a leading client with international operations.

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

• Professional development opportunities through exposure to various operational environments and cross-functional teams.

• Potential for future project extensions or new assignments within FRICE Consulting's network based on performance.

• Contribution to a company that values diversity and inclusion.

Working Hours: Full-time commitment, Monday to Friday, with an expected workload of approximately 40 hours per week. Flexibility may be required based on project demands and client needs, but core hours will align with standard business operations.

📝 Enhancement Note: As this is a temporary, 3-month assignment, benefits may differ from permanent roles. The salary estimate is based on industry benchmarks for similar roles in Lima, Peru, and the experience level specified. Candidates should clarify specific compensation and benefits during the interview process.

🎯 Team & Company Context

🏢 Company Culture

Industry: FRICE Consulting operates within the IT Consulting and Digital Talent Acquisition sectors, focusing on providing specialized talent and consulting services to companies across Latin America. Their clients likely span various industries that require digital transformation and skilled IT professionals.

Company Size: FRICE Consulting has established operations in multiple Latin American countries since 2016. While the exact headcount isn't specified, this indicates a growing and established consulting firm with a significant presence, likely ranging from 50-250 employees, supporting a broad client base.

Founded: Founded in 2016, FRICE Consulting has a decade of experience in the Latin American market, positioning them as a relatively young but experienced player in IT consulting and talent acquisition. This founding date suggests a dynamic, potentially agile organizational structure.

Team Structure:

• The UX Researcher & Service Designer will likely be integrated into a project-specific team, reporting to a Project Manager or a Lead Consultant at FRICE Consulting, and collaborating closely with client-side Product, Design, Technology, and Operations teams.

• The immediate team within FRICE may consist of other consultants, recruiters, and project leads.

• Cross-functional collaboration is a core aspect, requiring interaction with diverse client stakeholders and internal FRICE teams. Methodology:

• FRICE Consulting likely employs a client-centric approach, tailoring solutions and talent to meet specific business needs.

• Their methodology would involve rigorous talent assessment, project management best practices, and a focus on delivering actionable insights and tangible results for clients.

• For this role, the methodology will heavily involve user-centered design principles, agile research practices, and strong process analysis techniques.

Company Website: www.frice-la.com

📝 Enhancement Note: FRICE Consulting's focus on "captación de Talento Digital" and "Consultoría TI" means they are an intermediary. The candidate will be working for FRICE but embedded with their client. Understanding FRICE's operational model and client success stories will be beneficial. The "leading client with operations in diverse countries" suggests a large, potentially multinational organization.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-to-senior level, requiring substantial experience (5+ years) and the ability to lead research initiatives autonomously. The candidate is expected to be an individual contributor who can drive the UX research and service design process for a specific client project.

Reporting Structure: The UX Researcher & Service Designer will report to a Project Manager or a Senior Lead within FRICE Consulting. They will also work closely with client-side counterparts in Product Management, Design, Engineering, and Operations, requiring strong stakeholder management and the ability to navigate different organizational structures.

Operations Impact: The primary impact of this role is to improve the user experience of digital products and services by ensuring they are based on deep user understanding and optimized operational processes. This directly contributes to client satisfaction, operational efficiency, and potentially revenue growth by enhancing product adoption and customer loyalty. The role bridges user needs with business objectives through data-driven design and process improvements.

Growth Opportunities:

• Skill Specialization: Deepen expertise in specific UX research techniques or service design frameworks relevant to operational environments.

• Project Leadership: Gain experience leading research projects for high-profile clients, potentially managing junior researchers or contributing to larger strategic initiatives.

• Industry Exposure: Develop a nuanced understanding of the client's industry and operational challenges, which can open doors to future specialized consulting roles.

• Consulting Acumen: Enhance consulting skills, including client management, stakeholder influence, and strategic problem-solving, valuable for long-term career growth in consulting or operations leadership.

• Networking: Build a professional network with both FRICE Consulting professionals and client-side teams.

📝 Enhancement Note: Given the 3-month assignment, the "growth" is primarily experiential and skill-based, leading to potential longer-term engagements or future opportunities with FRICE Consulting or its clients. The impact is project-specific but significant for the client's operational goals.

🌐 Work Environment

Office Type: The role is designated as Hybrid, meaning it involves a combination of remote work and in-office presence. The specific office type for FRICE Consulting's operations in Lima would typically be a professional office environment conducive to client meetings and internal team collaboration. The client's office environment will also be a factor.

Office Location(s): The primary work location is Lima, Peru. While the exact office address for FRICE Consulting isn't provided, hybrid roles usually require employees to be within a commutable distance to a designated office or client site for in-office days.

Workspace Context:

• Collaborative Environment: Expect a dynamic work setting involving frequent collaboration with both FRICE Consulting team members and client-side professionals from Product, Design, Technology, and Operations departments. This will involve virtual collaboration tools and potentially in-person workshops.

• Tools and Technology: Access to standard office technology, high-speed internet, and specialized UX/Service Design software (Figma, Miro, etc.) will be essential for both remote and in-office work.

• Operations Interaction: A significant part of the role involves interacting with individuals and observing processes within physical operational spaces (stores, branches, distribution centers), which requires adaptability and professionalism in diverse workplace settings.

Work Schedule: The standard work schedule is Full-Time, Monday to Friday. As it's a hybrid role, the specific days for remote work versus in-office presence will likely be determined by project needs, team agreements, and FRICE Consulting's policies, possibly requiring coordination with the client's schedule.

📝 Enhancement Note: The hybrid nature requires self-discipline for remote work and strong interpersonal skills for in-office and client-site interactions. Candidates should be prepared for potential travel within Lima to client locations for research.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application and resume by FRICE Consulting's recruitment team to assess experience and alignment with core requirements.

• Hiring Manager/Recruiter Interview: A discussion with a FRICE representative to explore your background, motivations, and understanding of UX Research and Service Design principles. This may include behavioral questions.

• Portfolio Presentation & Technical Interview: A crucial stage where you will present selected case studies from your portfolio to FRICE and/or client stakeholders. This will involve discussing your process, findings, impact, and demonstrating your problem-solving skills. Expect technical questions related to research methodologies, tool proficiency, and process mapping.

• Final Interview (Potentially with Client): A final conversation to assess cultural fit, discuss project specifics, and confirm mutual expectations, possibly involving key client stakeholders.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best showcase your experience in UX Research, Service Design, and particularly your ability to map and improve operational processes in real-world settings.

• Tell a Story: For each case study, clearly articulate the user problem, your research approach, the insights gained, your design/recommendation process, and the tangible outcomes or impact. Use the STAR method (Situation, Task, Action, Result) as a framework.

• Visualize Processes: Ensure your process maps (AS-IS and TO-BE), user journeys, and service blueprints are clear, well-annotated, and visually compelling. Highlight the "friction points" and "opportunities for improvement."

• Quantify Impact: Whenever possible, present data that demonstrates the positive impact of your work (e.g., improved efficiency, user satisfaction, reduced errors).

• Tool Proficiency: Be ready to discuss your experience with Figma, FigJam, Miro, and any relevant operational management tools.

Challenge Preparation:

• Process Mapping Exercise: Be prepared to discuss how you would approach mapping a hypothetical operational process or to analyze a given scenario and identify areas for improvement.

• Research Scenario: You might be asked how you would research a specific user problem or validate a proposed service improvement.

• Stakeholder Management: Prepare to discuss how you handle conflicting stakeholder opinions or present research findings that challenge existing assumptions.

📝 Enhancement Note: The portfolio presentation is likely the most critical part of the interview process. Candidates should practice presenting their work concisely, focusing on the "why" and "how" of their decisions, and the impact achieved. Highlighting experience with physical operational environments will be a significant advantage.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Collaboration: Figma, FigJam, Miro (or equivalent whiteboard/collaboration tools). Proficiency is explicitly required.

• UX Research Tools: Tools for surveys (e.g., SurveyMonkey, Google Forms), user testing platforms (e.g., UserTesting.com, Lookback), and potentially qualitative data analysis software (e.g., Dovetail, NVivo).

• Process Mapping Software: While not explicitly named, tools like Lucidchart, Visio, or even advanced features within Miro/Figma can be used for process documentation.

Analytics & Reporting:

• Data Synthesis: Tools and methods for synthesizing qualitative data from interviews and observations.

• Reporting Tools: Proficiency in creating clear, visually engaging reports and presentations using tools like PowerPoint, Google Slides, or specialized reporting software.

CRM & Automation:

• Operational Systems: Knowledge of or ability to quickly learn digital tools used for managing and operating stores, branches, or distribution centers. This is a key requirement, though specific examples are not provided.

• Project Management Tools: Familiarity with project management software (e.g., Asana, Trello, Jira) is common in consulting environments for tracking tasks and project progress.

📝 Enhancement Note: Candidates should be ready to discuss their experience with a broad range of UX/Service Design tools. The mention of "herramientas digitales orientadas a la gestión y operación de tiendas, sucursales o centros de distribución" is an area where candidates can differentiate themselves by discussing any relevant experience, even if it's not with a specific named platform.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A fundamental value driving all research and design decisions, ensuring that user needs are at the forefront.

• Data-Driven Decision Making: Emphasizing the use of evidence and insights derived from research to inform strategies and recommendations.

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

• Proactivity & Results Orientation: A drive to identify opportunities, take initiative, and deliver tangible results that meet and exceed business objectives.

• Efficiency & Optimization: A commitment to streamlining processes and improving operational effectiveness through thoughtful design and analysis.

Collaboration Style:

• Cross-Functional Integration: Expect to work closely with diverse teams, requiring strong communication and an ability to translate research findings into language relevant to different disciplines (e.g., product, engineering, operations).

• Process Review Culture: An openness to iterative feedback on research plans, findings, and design recommendations, fostering a culture of continuous improvement.

• Knowledge Sharing: Encouraging the sharing of insights, best practices, and learnings across teams and projects to build collective intelligence.

📝 Enhancement Note: FRICE Consulting's values, as implied by their focus on talent and consulting, likely emphasize professionalism, client success, and integrity. The specific emphasis on user-centricity, data-driven approaches, and collaboration is crucial for success in this role.

⚡ Challenges & Growth Opportunities

Challenges:

• Bridging Physical & Digital: Effectively researching and designing for both physical operational environments and digital interfaces presents unique challenges in user behavior and system integration.

• Short Assignment Duration: The 3-month timeframe requires rapid immersion, efficient execution, and immediate impact delivery.

• Client-Specific Context: Navigating the unique culture, systems, and stakeholders of a specific client organization requires adaptability