WD Service Designer

2 days ago

Pune, Maharashtra, India Infosys Limited Full time
Job Description

Responsibilities :

. Key Responsibilities: Service Design Strategy

Lead the design of service blueprints and digital customer journeys, aligning them with business outcomes.

Use research to identify pain points and opportunities in the customer experience.

Translate complex functional/nonfunctional requirements into actionable service design strategies. Collaboration & Design Operations

Partner with product, UX, and engineering teams to integrate service design into product development.

Facilitate workshops and design sprints to co-create with stakeholders.

Maintain and update service design documentation using tools like SharePoint and Mural. Experience Management

Manage the service layer of digital products, including onboarding, support, and in-product guidance.

Advocate for user-centered service solutions across the customer journey.

Measure and iterate on service design improvements based on customer feedback and business KPIs. Delivery & Impact

Oversee the service design process for medium to large projects, ensuring alignment with delivery timelines and business objectives.

Use prototypes to communicate service design concepts clearly.

Track and measure the impact of service improvements through performance indicators.

Technical and Professional Requirements:

Required Qualifications:

3+ years of experience in service design or digital experience strategy.

Strong grasp of journey mapping, blueprinting, and service modelling.

Experience using tools like Mural, Figma, Adobe Creative Suite, and SharePoint.

Solid understanding of digital platforms, design systems, and UX principles.

Experience in Agile environments, with familiarity in Lean UX methodologies. Preferred Skills:

Bachelor's/Master's in Design, Human-Computer Interaction, or equivalent experience.

Experience in e-commerce, SaaS, or platform-based digital services.

Ability to apply sociocultural trends to innovate service designs.

Strong problem-solving skills, with the ability to adapt to changing business needs.

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