Lead - Service Design

Lead - Service Design

Location - Pune Work from Office

Experience - 4-7 Yrs.

About Matter:

Matter is a user-centric, intelligent green technology start-up, poised to break the boundaries between the

automotive industry, user experience and information technology with products and services that integrate new

energy, intelligent technology and business models.

Our team is human - thoughtful, approachable, curious, reliable and accountable. We are passionate about tackling

some of the biggest challenges in technology.

What we're looking for:

We are looking for a talented Service Designer to design, manage and shape unique, user-centric products and

experiences. This role is open to both Service Designers who are systems thinkers as well as Solution Architects who

are looking to transition towards a more creative role.

As part of a multi-disciplinary design team, you'll be a systems thinker, and an advocate for the customer, all while

working alongside other builders and thinkers from different backgrounds.

The ideal candidate is a person who can lead, manage and own discussions between the development team, subject

matter experts, internal users, designers or employees to clarify user stories, track issues, resolve problems and

orchestrate how information flows across the entire ecosystem. In short you have a systems mindset, but your core

ability is to empathise with people. We prefer someone who loves collaborating with others and isn't afraid to roll-up

their sleeves and do whatever it takes to get the job done.

What you will own and do:

 Design and Strategy: Lead the design of end-to-end service experiences using methods like journey mapping,

service blueprinting, and ecosystem mapping.

 Cross-Functional Collaboration: Facilitate alignment and collaboration across Product, CX, Research,

Marketing, Engineering, and other stakeholders to ensure holistic service delivery.

 Workshop Facilitation: Plan and conduct workshops to co-create service concepts, identify gaps, and align

teams around a unified vision.

 Operational Integration: Translate customer experience goals into executable service design strategies and

work with teams to integrate these into operational models.

 Customer Insight to Execution: Use research insights to inform service design and ensure feedback loops for

continuous improvement.

 Documentation and Communication: Create clear and compelling service documentation—blueprints,

personas, user journeys, touchpoint maps—that can be used across the organization.

 Tool Proficiency: Use Miro, Figma, and other industry-standard design and facilitation tools to create and

communicate design outputs effectively.

 Mentorship and Guidance: Provide mentorship and support to junior team members and foster a culture of

design thinking and collaboration.

What you will bring to us:

 Strong understanding of human-centered design and systems thinking.

 Proven track record of leading service design initiatives in complex environments.

 Excellent facilitation, communication, and storytelling skills.

 Experience using design tools like Miro, Figma, and Adobe Suite.

 Comfort working across disciplines and managing stakeholder expectations.

 Strategic mindset with the ability to balance long-term vision with short-term delivery.

 Ability to manage ambiguity and drive clarity in fast-paced environments

Qualifications:

● Bachelor's degree in Design or a related discipline (Master's preferred).

● 7-8 years of experience in Service Design, UX Design, or related fields.

● Experience working in cross-functional teams and delivering on complex service design projects.

Culture and other pointers:

● You have an enthusiastic desire to grow and learn.

● Your thoughts are customer centric. Your process reflects your empathy for the humans you design for.

● If you've worked at a design studio or a start-up before, that's a plus point.

● You like working in a high accountability, high responsibility environment.

● We're a small but growing team. You'll have the opportunity to have a lasting impact on our design culture.

We're not the best fit for you if:

● You are satisfied with where you are in life and do not want to push to learn/grow further.

● You believe that the best products are built by following your instincts instead of listening to users.

● You are more concerned about short-term payoffs than long-term payoffs.

● You are fundamentally risk averse.

● You like working in an extremely structured environment or being explicitly told what to do at every step.