Service Designer

Job Description

What you will do:

We are seeking a talented and passionate Service Designer to join our team. In this role, you will be a key driver in shaping the end-to-end experience of products and services. You will be responsible for a holistic view of the service ecosystem, understanding and mapping the interactions between users, employees, processes and technology to create seamless, efficient, and delightful experiences across both physical and digital channels.

The ideal candidate will be a systems thinker with a strong human-centered design approach. You will be comfortable navigating complex, ambiguous problems and will work collaboratively with cross-functional teams, including product management, technology, UX/UI design, marketing, and operations, to define and implement innovative service solutions that align with both user needs and business objectives. Practical experience with Al/ ML technologies will be an advantage.

• Conduct and Synthesize Research: Plan and lead a wide range of qualitative and quantitative research activities, including user interviews, surveys, ethnographic studies, and data analysis. Uncover user pain points, needs, service gaps and business values. Synthesize research findings into actionable insights and strategic opportunities for service improvements and innovation.
• Map and Visualize Service Ecosystems: Create and maintain service design artifacts such as personas, customer journey maps, service blueprints, and ecosystem maps to visualize and communicate the current and future states of services.
• Lead Workshops and Co-creation Sessions: Facilitate design thinking and co-creation workshops with internal and external stakeholders to generate ideas, align on a shared vision, and build consensus.
• Design and Prototype Solutions: Conceptualize, prototype, and test new service concepts and touchpoints. This includes both digital and non-digital components, ensuring a cohesive and intuitive experience across all channels.
• Drive Strategic Alignment: Collaborate with business leaders, product teams and technology teams to translate user needs and business goals into a clear service strategy and align service vision with implementation. Advocate for the customer while balancing technical feasibility and business goals. Influence the product roadmap and organizational processes to improve service delivery.
• Lead Value Realization: Identify opportunities to enhance business outcomes and customer value.
• Measure and Iterate: Define key performance indicators (KPIs) to measure the effectiveness of service improvements. Use data and user feedback to continuously iterate and optimize services.

Qualifications

The ideal candidate should possess:

Experience:

• 3-8+ years of experience as a Service Designer, UX Designer, or related strategic design role.
• Proven work experience with the end-to-end service design process, from discovery and research to design, implementation and measurement.
• Proven ability to work in an agile or iterative development environment.
• Practical experience in a B2B and B2C environment with Al/ ML technologies will be an advantage.

Skills:

• Proficiency in service design tools and methodologies, including journey mapping, service blueprinting, and ecosystem mapping.
• Experience in conducting qualitative and qualitative user research (such as interviews, contextual inquiry, usability testing).
• Familiarity with design thinking, HCD (human-centered design), and systems thinking.
• Skilled in using design tools (e.g. Figma, Miro, Adobe XD, Sketch, Service Blueprint templates).
• Understanding of Agile, Lean UX, and product/service lifecycle management.
• Good workshop facilitation skills.
• Problem-solving and critical thinking to develop innovative, user-centered service solutions aligned with business goals.
• Excellent communication and storytelling skills, with the ability to articulate complex concepts and design rationale to diverse audiences, including senior leadership.
• A good portfolio showcasing a variety of projects that demonstrate your ability to solve complex problems and deliver tangible results.
• A bachelor’s or master’s degree in Human-Computer Interaction, Industrial Design, Business Design, or related field.

Additional Information

Why Join NCS

• Lead high-impact Data & AI advisory programs for major enterprises and public sector clients.

• Shape enterprise strategies and governance frameworks that drive real transformation.

• Work with a talented, multidisciplinary team in a collaborative environment.

• Competitive compensation and strong professional development support.