About the job

We are looking for a Senior Service Designer to join a high-impact design and transformation environment. This role is ideal for someone who can uncover complex business scenarios, translate research into meaningful insights, and shape service experiences that create measurable business value.

As a Senior Service Designer, you will work across business units to understand how work truly happens, identify friction points, and create clear visual narratives that help teams make better decisions. You will play a key role in mapping end-to-end service experiences, identifying opportunities, and supporting transformation initiatives through strategic design judgment, systems thinking, and compelling storytelling.

This is an exciting opportunity for a designer who enjoys solving complex enterprise problems, influencing stakeholders, and creating impact through research-led service design.

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.