Senior Service Designer

Location: Hyderabad, India

Experience: 6+ years in Service Design
Work Location: Bangalore
About the role
You’ll join our strategy and design team to work on an with a global enterprise technology company. The client wants to make its customer-facing learning teams better prepared, more efficient and more personal, and to find where automation and AI help most without losing the human relationship.
You’ll lead the service design workstream. You’ll map how work happens today across the field team, the specialist advisors and the back-office fulfilment operations. Then you’ll turn that evidence into a front-to-back service blueprint and a prioritised set of automation opportunities.
What you’ll do
Lead the creation of a front-to-back service blueprint with customer, field, advisor and operations lanes. It will show handoffs, systems, pain points and time sinks. Plan and run stakeholder interviews and pull out clear themes. Design and facilitate a hybrid vision and goal-setting workshops , including futures exercises and a goal tree that links business goals to user outcomes and measurable signals. Contribute to competitor and analogous benchmarking across direct peers and adjacent tools such as customer success, sales enablement and service orchestration platforms. Shape a human–AI collaboration model : what to automate, what to augment, and what must stay human-led. Map the journey from preparing for a customer through to tracking outcomes, and spot where earlier signals would change decisions. Present findings and recommendations to senior client stakeholders at three readouts (vision workshop, discover readout, final readout). Work closely with researchers, strategists and designers, and keep a fast pace across projects What you’ll bring
Essential
6+ years of professional experience in service design, with a portfolio showing end-to-end work. Proven experience producing service blueprints and journey maps for complex, multi-stakeholder, B2B or enterprise contexts. Strong qualitative research skills : interviewing, synthesis and insight framing. Experience facilitating workshops with senior stakeholders, in person and remote. Ability to find insight in operational complexity : handoffs, rework, internal tools and process bottlenecks. Clear storytelling and communication , both written and visual. You can turn messy evidence into a clear recommendation. Comfort working to tight deadlines and fixed deliverable dates. Desirable
Experience designing for AI or automation , including human-in-the-loop models, trust and governance. Experience with prioritisation frameworks such as impact/feasibility matrices. Tools: Figma, FigJam, Miro or similar; Dovetail or similar for synthesis. How you’ll work
You’ll own the blueprint and the opportunity matrix, and contribute to the rest. You’ll be a visible part of the client relationship, presenting to senior stakeholders. You’ll work in a collaborative, evidence-first culture. Recommendations come from observed work, not assumptions.