Service Designer - Consultant / Senior Consultant

Service Designer

Technology Transformation practice

London

Consultant/Senior Consultant

About Us

You want to boost your career and collaborate with expert, talented colleagues to solve and deliver against our clients' most important challenges? We are growing and are looking for people to join our team. You'll be part of an entrepreneurial, high-growth environment of 300.000 employees. Our dynamic organization allows you to work across functional business pillars, contributing your ideas, experiences, diverse thinking, and a strong mindset. Are you ready?

The Team

Our Technology Transformation practice is helping organizations all over the world transform their operating model to succeed in the new normal – scaling up digitization and cloud transformation programs, optimizing costs, and accelerating value realization. Our solutions focus on the big-ticket value items on the C-Suite agenda, providing a deep link between business and IT to help you lead with influence beyond the back-office remit. For more information and details on the services we provide and the clients we serve, please visit or careers page.

The role

As a Service Designer at Infosys Consulting, you help our clients understand what their customers really need and turn those insights into services that work seamlessly across every touchpoint – digital and physical, frontstage and backstage. You make the entire customer journey smooth and enjoyable for users and successful for the business, driving satisfaction, retention and long-term growth.

You bring a solid foundation in human-centred design, CX strategy and digital transformation, and you understand how service experiences connect to the client’s marketing, CRM, customer care and operations. Working directly with client stakeholders, you lay the groundwork for a holistic service and CX strategy, establish standards, processes and ways of working, and build the client’s own capability.

Key Responsibilities :

Service & CX Strategy

• Define a service vision and CX strategy that delivers consistent, high-quality experiences across all channels and aligns with business objectives.
• Translate business goals into service principles, experience goals and measurable KPIs (e.g. NPS, CSAT, CES, retention)
• Map and re-orchestrate the service ecosystem along the customer life cycle using ecosystem maps and stakeholder maps
• Develop service propositions and value propositions together with business owners
• Define the roadmap of guidelines, trainings and key projects needed to realise the strategy
• Shape the target operating model and team structure for service design and CX on the client side
• Work with leadership to embed Service Design and Design Thinking in the company’s culture

Insight Management & Customer Understanding

• Turn customer data, research and behaviour into actionable insights in collaboration with research and analytics teams.
• Synthesise qualitative and quantitative data into personas, jobs-to-be-done, mental models and insight statements
• Use NPS, satisfaction and operational metrics to assess the current experience and spot patterns, trends and pain points
• Present data-driven recommendations that improve retention and satisfaction
• Set up an insight and requirements pipeline that continuously feeds product, channel and solution owners

Journey Mapping & Service Blueprinting

• Make the end-to-end service visible and design how it should work in future – for customers, employees and systems.
• Facilitate as-is customer journey maps and service blueprints across channels, including frontstage, backstage and supporting processes
• Identify moments of truth, breakpoints and improvement opportunities online and offline
• Design to-be journeys and blueprints across multiple applications as well as in depth for specific services
• Connect journey and blueprint work to process, organisational and technology changes

Co-Creation, Ideation & Prototyping

• Lead the double-diamond process from problem framing to tested solution together with clients and their customers.
• Plan and facilitate co-creation workshops, design sprints and ideation sessions with cross-functional teams
• Frame problems with How-Might-We questions, opportunity areas and design challenges
• Create and test service prototypes – storyboards, service walkthroughs, desktop walkthroughs, role-play and click dummies
• Run experiments and pilots, measure impact and iterate towards scalable solutions

Service Standards & Guidelines

• Initiate and support standards that ensure high service quality across websites, native apps, phone, email, chat and in-person support.
• Create service design playbooks, journey and blueprint libraries, persona sets and design principles
• Establish service standards, benchmarks and end-to-end testing approaches
• Set up quality assurance processes to monitor and evaluate customer interactions