Service Design Lead

Job Title Service Design Lead

Experience 12 to 15 Yrs

Location Bangalore, Hyderabad, Gurugram, Chennai

Looking for Service Designers with Telecom domain experience and looking to join within a month

Role Overview

The Service Design Specialist plays a key role in shaping and delivering end-to-end digital service experiences. This role focuses on understanding customer needs, designing seamless journeys, and driving continuous improvement across products and services to achieve measurable business and customer outcomes.

You will work at the intersection of research, design, business, and technology, creating innovative, scalable solutions that enhance customer experience and drive digital transformation.

Key Responsibilities

• Lead and deliver service design projects end-to-end, including workshops, ideation sessions, service concepts, blueprints, and service definitions.
• Design and craft complex, digital-first customer experiences that drive business outcomes such as increased digital adoption and channel shift.
• Translate user research insights and data into actionable service design solutions aligned to business goals.
• Apply design research techniques to uncover customer needs, pain points, and opportunities across complex journeys and ecosystems.
• Develop and map end-to-end customer journeys, service blueprints, and operational processes.
• Stay ahead of emerging trends in digital service design, actively sharing knowledge and best practices across teams.
• Drive continuous improvement initiatives to enhance service design processes, delivery quality, and cross-functional collaboration.
• Mentor and support junior designers, contributing to team capability building and design excellence.

Required Skills & Competencies

• User-Centered Design (UCD)
• Service Design & Service Blueprinting
• Customer Journey Mapping
• Design Strategy & UX Strategy
• Design Research (Qualitative & Quantitative)
• Customer Experience (CX) & Customer Advocacy
• Workshop Facilitation & Stakeholder Management
• Prototyping & Concept Development
• Agile / Scrum Methodologies
• Data-Driven Design & Behavioural Insights
• Requirements Management

Key Behavioural & Leadership Capabilities

• Customer-first mindset with strong focus on delivering value
• Ownership & accountability for outcomes
• Commercial acumen with ability to link design decisions to business impact
• Collaborative leadership across cross-functional teams
• Growth mindset with continuous learning and innovation focus
• Ability to build inclusive, high-performing teams