Service Designer Specialist

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At Banco Pichincha, we are committed to Inspiring and Returning Trust.

We are currently seeking talent for the position of Service Designer Specialist. Learn more about this career opportunity below:

What is the main challenge?

Lead user research and service design within the bank’s transformation processes, generating actionable insights through qualitative and quantitative research methodologies that support design and business decisions. Design to‑be flows, service blueprints, and customer journeys that redefine and optimize the customer experience across all bank touchpoints, facilitating co‑creation with multidisciplinary teams and ensuring every proposed solution is evidence‑based, aligned with strategic objectives, and aimed at measurable impact on customer satisfaction and operational efficiency.

Your main responsibilities

• Plan, execute, and lead user research cycles (in‑depth interviews, shadowing, concept testing, fake door testing, surveys, quantitative analysis) to generate strategic insights that inform solution design and decision‑making.
• Design to‑be flows for bank processes, mapping the current experience (as‑is) through customer journeys and service blueprints, identifying frictions, breakdowns, and opportunities to propose optimized end‑to‑end experiences.
• Facilitate co‑creation, ideation, prioritization, and strategic alignment workshops with multidisciplinary stakeholders (Business, Operations, IT, Marketing, Legal, Product) using HCD, Design Thinking, and Design Sprint methodologies.
• Synthesize and communicate research findings clearly and strategically at different organizational levels (team, management, leadership), translating data and insights into actionable design recommendations.
• Design value propositions and service prototypes for bank processes, validating design hypotheses through iterative prototyping and testing with real users.
• Contribute to the continuous improvement of design best practices, documenting methodologies, research frameworks, and quality standards in service design deliverables.

What we’re looking for

• Bachelor’s degree or higher in Design, Economics, Communications, Social Sciences, or related fields.
• 3 years of experience in Service Design / UX Research.
• Experience in banking, digital wallets, or telecommunications (preferred).
• Knowledge of service blueprints and customer journeys.
• Qualitative research (in‑depth interviews, shadowing, concept testing).
• Quantitative research (surveys, data analysis, A/B testing).
• Lifecycle maps, ecosystem maps, Jobs to be Done.
• Workshop facilitation (ideation, prioritization, co‑creation).
• Design Thinking, Design Sprint, Lean UX.
• Agile methodologies (Scrum, Kanban).
• Tools: Miro, Mural, Figma, Dovetail, Maze.
• Storytelling and executive communication of findings.
• Service prototyping.
• Data analysis with tools such as Google Analytics, UXCam.