Service Designer

We are FARMACIAS PERUANAS, a pharmaceutical retailer that is part of the INTERCORP group, formed from the merger of two major brands: INKAFARMA and MIFARMA. We are more than 21,000 hearts beating throughout Peru in over 2,500 pharmacies across the Coast, Highlands, and Jungle; and we exist for one great reason: to protect the health and well-being of all Peruvian families.

We are always looking for people who want to join our team to help us fulfill our purpose.

If you’re interested in researching, designing, and exploring disruptive or incremental value propositions aligned with Farmacias Peruanas’ growth strategy—a strategy designed to differentiate us from the competition and build the pharmacy of the future—this opportunity could be for you. It involves creating new revenue streams, generating savings, and increasing key performance indicators (such as sales, margin, and productivity) by incorporating new trends and technological advancements. You’ll also be involved in generating consumer insights to inform decision-making that impacts sales growth and customer relationships, and ensuring stakeholder adoption and buy-in for the implementation, scaling, and sustainability of these new value propositions.

What will be your main challenges?

• Define, lead and execute exploratory, evaluative or consumer insights design research processes for innovation and growth opportunities based on business objectives using quantitative and qualitative user-centered methodology.
• Define and improve value propositions and omnichannel experiences using the different tools and frameworks of service design, strategic design and design thinking (desirability, viability and feasibility) to generate service blueprints, processes, service protocols, processes and flows.
• Lead the experimentation of new experiences under the “Lean” methodology based on rapid and small experimentation, measuring the implementation, results and impact in order to iterate and make decisions regarding the scaling of the initiative.
• Generate and incubate scalable initiatives: Validate proposals with stakeholders and generate buy-in for initiative development, facilitate implementation agreements with involved areas and enablers. Transfer the incubated model to operational teams (Sales Force, Marketing, etc.) to ensure the scalability of initiatives, paying special attention to cross-channel consistency and adherence to the defined user experience.
• Promote the effective adoption of transformation initiatives by defining communication and learning strategies, ensuring that changes are understood, incorporated and sustained by the various stakeholders.
• Identify opportunities and mobilize teams for the continuous improvement of digital experiences, supporting the definition and validation of flows, interactions, and interface proposals in coordination with Product Designers and squads, ensuring that the solutions delivered generate value for users, facilitate operations, and contribute to the achievement of business objectives.

What characteristics do the people we are looking for for this role have?

Academic Background

• Bachelor’s degree in Industrial Design, Communications, Advertising and Digital Marketing, Industrial Engineering, Psychology, Anthropology or Sociology.

Experience

• Minimum of 3 years’ experience in leading user-centered design projects
• 2 years of experience in service design and design research in agile environments
• Fieldwork of at least 1 year

Technical Knowledge

• Microsoft Office at an intermediate level.
• Intermediate level English.
• User behavior measurement tools such as Google Analytics, Mouseflow, and FullStory.
• Platforms that allow the mapping and consolidation of experiences such as Miro, Mural, FigmaJam.
• Tools for conducting surveys such as Typeform, Mailchimp, etc.