Description

Responsibilities

• Conduct stakeholder interviews, contextual inquiries, and observational research to understand current ways of working.
• Document workflows, user interactions, operational processes, and system dependencies in detail.
• Identify key scenarios where effort, time, cost, or experience inefficiencies exist.
• Capture formal processes and informal workarounds that reveal friction, gaps, and hidden dependencies.
• Analyze research findings, workflow documentation, and operational inputs to identify patterns and opportunity areas.
• Create service blueprints, journey maps, process models, ecosystem maps, and current-state experience views.
• Map pain points, enablers, dependencies, and decision moments that impact service efficiency and user experience.
• Synthesize findings to show how experience, process, people, and technology intersect.
• Translate insights into opportunity themes, design principles, and “How might we…” statements.
• Collaborate with Lead Service Designers and cross-functional teams to refine and prioritize opportunities.
• Support the development of opportunity frameworks, readiness assessments, and transformation roadmaps.
• Partner with UX Designers to bring service-level opportunities to life through visual concepts and experience narratives.
• Create clear documentation for insight decks, stakeholder presentations, workshop materials, and opportunity portfolios.
• Work closely with Business Analysts to validate research findings with operational data and business metrics.
• Support workshops, synthesis sessions, and stakeholder discussions with prepared materials and facilitation support.
• Collaborate effectively with business, technology, product, operations, and design teams.

Qualifications

• 5–8 years of experience in Service Design, CX Strategy, UX Research, Business Design, or Business Consulting.
• Strong experience in qualitative research, stakeholder interviews, synthesis, and insight generation.
• Proven ability to document complex workflows and create service blueprints, journey maps, and process models.
• Strong systems-thinking ability with a deep understanding of how people, process, technology, and business outcomes connect.
• Excellent visual communication, structured documentation, and storytelling skills.
• Ability to navigate ambiguity, work independently, and bring structure to complex problem spaces.
• Strong collaboration skills across design, business, operations, and technology teams.
• Ability to influence stakeholders and communicate design rationale with confidence.
• A strong portfolio or case studies demonstrating strategic thinking, service design depth, and tangible business impact.

Preferred Qualifications

• Bachelor’s or Master’s degree in Design, Service Design, Interaction Design, Human-Centered Design, or a related discipline from a reputed design institution.
• Experience working in high design-maturity organizations, consulting environments, or transformation-led ecosystems.
• Experience conducting discovery in enterprise, digital transformation, or large-scale business change settings.
• Background in business process analysis, operational consulting, or enterprise service improvement.
• Experience working in cross-functional teams involving design, business, technology, and operations.
• Strong facilitation skills and experience contributing to workshops with senior stakeholders

Key Skills

Education

Bachelor's or Master's degrees