Responsibilities: 

• Lead end-to-end service design initiatives, from discovery through to delivery and optimization 

• Define service strategies that align with customer needs and business objectives 

• Conduct service assessments to identify gaps, inefficiencies, and opportunities for improvement 

• Develop service blueprints, journey maps, and operating models to guide transformation efforts 

• Design and optimize user journeys to enhance usability, engagement, and adoption 

• Collaborate with cross-functional teams (business, product, engineering) to ensure alignment and execution 

• Facilitate workshops and co-creation sessions with stakeholders to drive alignment and decision-making 

• Define and track service performance metrics (KPIs/OKRs) to measure impact and success 

• Mentor and guide junior service designers, fostering service design capability within the team 

Qualifications: 

• Bachelor’s degree in design, Human-Computer Interaction, or a related field, or equivalent experience. 

• 8+ years of experience in service design, UX design, product Management and Product design, or consulting 

• Proven experience delivering end-to-end service design or transformation projects 

• Strong expertise in: 

• Customer journey mapping 

• Service blueprinting 

• Experience design and usability 

• Experience working within cross-functional, agile teams 

• Strong stakeholder management and communication skills 

Preferred Qualifications: 

• Experience in consulting or large-scale digital transformation programs 

• Familiarity with service strategy, operating models, and business design 

• Exposure to multiple industries (e.g., banking, telecom, public sector) 

Key Skills: 

• Service Design & Systems Thinking 

• Customer Experience & Journey Design 

• Strategic Thinking & Problem Solving 

• Stakeholder Engagement & Facilitation 

• Data-driven Decision Making 

• Leadership and Team Development 

What Success Looks Like: 

• Delivery of seamless, value-driven services that improve customer satisfaction and adoption 

• Clear and actionable service designs and transformation roadmaps 

• Strong alignment between business goals and customer experience 

• Measurable improvements in efficiency, performance, and value realization