Service Designer

About the Role

We are seeking an experienced Service Designer to craft user-centred services that deliver meaningful, efficient, and accessible experiences across digital and physical touchpoints. This role requires collaboration with multidisciplinary teams to design and refine services that meet both user needs and organisational objectives.

Key Responsibilities

• Design holistic user-centred experiences across products, systems, services, applications, devices, learning experiences, and employee journeys.
• Conduct research to understand user behaviours, tasks, and needs, translating insights into actionable design solutions.
• Develop service design concepts, prototypes, journey maps, and wireframes to improve usability and satisfaction.
• Refine designs based on user feedback, usability testing, and evaluation findings.
• Collaborate with cross-functional teams (design, development, implementation) to communicate and advocate for design decisions.
• Develop alternative service design solutions and assess trade-offs to support strategic decision-making.
• Apply established design methods, tools, and frameworks to create effective user interactions.
• Contribute to broader user experience and service design initiatives within the organisation.

Technical Skills and Expertise

• Strong proficiency in service design, user-centred design principles, human-computer interaction, and usability engineering.
• Experience with design and prototyping tools such as Figma, Sketch, Adobe XD, Axure, InVision, Framer, or Adobe After Effects.
• Understanding of visual design, branding guidelines, and accessibility standards (WCAG 2.1).
• Familiarity with usability testing methodologies, A/B testing, and user research methods.
• Basic understanding of front-end development principles, including HTML/CSS, is desirable.

Requirements

• Minimum of 6 years’ experience in user experience or service design (SFIA Level 3/4 experience with capability to operate at SFIA Level 5).
• Strong portfolio showcasing service design concepts, journey maps, prototypes, and wireframes across multiple products or services.
• Excellent communication, stakeholder management, and collaboration skills.
• Bachelor’s degree in Design, Human-Computer Interaction, Psychology, or a related field (examples: NID, IDC Mumbai).
• Ability to work independently and collaboratively within multidisciplinary teams.

Desirable / Nice to Have

• Experience with design systems, style guides, and visual design tools.
• Knowledge of emerging technologies such as AR/VR, voice interfaces, and other innovative service delivery methods.
• SFIA or UX design certification.
• Participation in design thinking workshops, conferences, or user experience events.
• Familiarity with project management tools such as Jira, Trello, or Asana.