Job highlights

- 5+ years in Service Design or CX with expertise in service blueprinting, customer journey mapping, and design thinking

- Lead service design initiatives, conduct user research and workshops, collaborate across teams, and support digital transformation

Job Summary

Role Purpose: Design and optimize end to end customer and employee service experiences by aligning user needs, business goals, and operational processes to deliver seamless, user centric services.

Responsibilities

- Lead service design initiatives, including customer journey mapping and service blueprinting.

- Conduct user research, workshops, and stakeholder engagement sessions.

- Identify service pain points and recommend experience improvements.

- Collaborate with business, operations, UX, product, and technology teams to deliver integrated solutions.

- Facilitate design thinking and co creation workshops.

- Define service standards, metrics, and continuous improvement opportunities.

- Support digital transformation and service innovation initiatives.

Requirements





- 5+ years of experience in Service Design, Customer Experience (CX), UX, or Business Process Design.

- Strong knowledge of service blueprinting, customer journey mapping, design thinking, and human centered design.

- Experience conducting user research and facilitating stakeholder workshops.

- Proficiency with tools such as Miro, Figma, Lucidchart, or similar collaboration platforms.

- Robust analytical, facilitation, communication, and problem solving skills.

- Experience working in Agile environments and cross functional teams.

- Bachelor's degree in Design, Business, HCI, Psychology, or a related field.

Preferred Qualifications

- Experience in digital transformation programs, enterprise platforms (e.g., ServiceNow, Salesforce), and Service Design or Design Thinking certifications.

Skills

- Communication

- SCRUM

- Change Management

- Customer Experience Design

- Design Thinking

📌 Service Designer (Hyderabad)
🏢 CGI
📍 Hyderabad