Service & Systems Design Lead

WHAT YOU WILL DO
Lead the Service & Systems Design function for our Programs in India.
Be the voice of the user
● Ensure the the voice of the user (and stakeholders) is represented in the context of India by
deeply understanding all aspects of the health condition area and identifying nuances, workingclosely with the cross-functional global programs team
Look at the big picture
● Facilitate the creation of systems maps for new condition areas in line with org standards and
guidelines, that reflect the constraints and challenges of the health system within which the
Care Companion program will be delivered
● Guide the team to create service design frameworks and identify patient & caregiver
touchpoints that will drive intended outcomes and support in the development of the theory of
change for new health condition areas, in collaboration with relevant teams in India
● Ensure new services are understood by all relevant stakeholders, by leading the creation of
flowcharts, maps, walkthroughs, decks, storyboards etc with required support from other
program design & development teams
● In tandem with the cross-functional global programs team, facilitate the analysis of existing
services and experiences across programs via co-creative visualization and blueprinting in
order to identify pain points, as well as possible suggestions for improvement
Zoom in to consider various aspects of the program
● Work closely with product and engineering teams to decide the modes of engagement for
digital components of the program, from a UX point of view for both frontstage and backstage
● Design and support backstage processes, by providing internal teams with tools for
improvement across program delivery and digital product interactions
● Support in finalization of tools and artifacts, including prototyping & testing, in collaboration
with medical, health communications, creative design and training teams , to ensure that the
program is consistent and in line with envisioned service design
Push Service & Systems Design forward
● Lead a team of mid to senior level service designers and design researchers to design and
redesign services, experiences, products and programs
● Be a strong advocate for service & systems design in a quickly growing organization consisting
of varied talents and perspectives

WHAT WE ARE LOOKING FOR
● Master’s degree in Design followed by 7-9 years of experience, OR an undergraduate degree in
any other field followed by at least 10-12 years of experience in Design Research, Design
Strategy, Social Design, UX / Interaction or Service Design disciplines
● Experience in visualizing service models, journey maps and service blueprints as needed
● A good understanding of collaborative visualization software (Ex: Mural, Miro, Figjam)
● Experience in managing multiple fast-paced projects with tight timelines
● Excellent collaboration and problem solving skills. Prior experience of working in
cross-functional teams, and leading a team.
● Attention to detail, process documentation and basic project management skills.
● Good understanding of qualitative and quantitative data analysis is a plus.Experience in managing multiple fast-paced projects with tight timelines
● Excellent collaboration and problem solving skills. Prior experience of working in
cross-functional teams, and leading a team.
● Attention to detail, process documentation and basic project management skills.
● Good understanding of qualitative and quantitative data analysis is a plus.