WD Service Designer

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

Infosys