This role is for one of Weekday’s clients
Salary range: Rs 300000 - Rs 1000000 (ie INR 3 - 10 LPA)
Min Experience: 2+ years
Location: India, Pune, Maharashtra, India
JobType: full-time
We are looking for a creative and customer-focused Service Designer with 2–6 years of experience in Service Design, UX Research, workflow design, and customer experience optimization. The ideal candidate will be responsible for understanding customer needs, identifying pain points, and designing seamless, efficient, and user-centric services across multiple touchpoints. This role requires a strong understanding of customer journeys, design thinking, research methodologies, and the ability to translate insights into practical service improvements.
The successful candidate will collaborate with cross-functional teams, including product managers, UX/UI designers, business stakeholders, and technology teams, to create cohesive service experiences that align with customer expectations and business objectives.
Requirements
Key Responsibilities
- Service Design: Design and improve end-to-end services by understanding user needs, business requirements, and operational processes. Develop service concepts that deliver meaningful and consistent customer experiences across digital and physical touchpoints.
- UX Research: Conduct qualitative and quantitative research, including user interviews, surveys, usability testing, contextual inquiry, and stakeholder interviews, to understand customer behaviors, motivations, and challenges.
- Customer Journey Mapping: Create detailed customer journey maps, service blueprints, personas, and experience maps to identify friction points, service gaps, and opportunities for improvement.
- Design Workflows: Map existing workflows, analyze operational processes, and design optimized workflows that improve usability, efficiency, and service delivery. Collaborate with relevant teams to ensure that proposed workflows are practical and scalable.
- Customer Experience Optimization: Identify opportunities to improve customer satisfaction, accessibility, consistency, and engagement across the entire service lifecycle.
- Prototyping and Validation: Develop concepts, journey maps, wireframes, and service prototypes to communicate ideas and validate proposed solutions with users and stakeholders.
- Cross-functional Collaboration: Work closely with product, design, engineering, operations, and business teams to translate research findings into actionable service design strategies.
- Insights and Recommendations: Synthesize research data into clear insights, recommendations, and design principles that support informed decision-making.
- Continuous Improvement: Evaluate service performance, gather customer feedback, and refine service experiences based on user needs, business goals, and measurable outcomes.
Must-Have Skills
- Strong expertise in Service Design and human-centered design principles.
- Hands-on experience in UX Research, including user interviews, usability testing, and research synthesis.
- Proficiency in Design Workflows, process mapping, and workflow optimization.
- Experience in customer journey mapping, service blueprinting, and identifying customer pain points.
- Strong analytical, problem-solving, communication, and stakeholder management skills.
- Ability to translate customer insights into actionable design solutions.
Good-to-Have Skills
- Experience with design thinking workshops and co-creation sessions.
- Familiarity with tools such as Figma, Miro, FigJam, or similar design and collaboration platforms.
- Knowledge of UX/UI design principles, accessibility standards, and interaction design.
- Experience defining customer experience metrics and evaluating service improvements.
Experience and Qualifications
- 2–6 years of relevant experience in Service Design, UX Research, Customer Experience Design, or a related field.
- A degree in Design, Human-Computer Interaction, Psychology, or a related discipline is preferred.
- A portfolio demonstrating service design projects, customer journey maps, research methodologies, and workflow improvements is desirable.