Req ID: 387695 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Web Design UX/UI Analyst to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

Senior Service Design Expert

Role Overview

We are looking for a Senior Service Design Expert to lead the design and transformation of end-to-end services across digital and physical touchpoints. The role sits at the intersection of business strategy, customer and employee experience, technology, operations, and AI-enabled transformation.

The ideal candidate combines strategic thinking with hands-on Service Design expertise, translating complex business and user needs into journeys, service blueprints, future-state experiences, operating models, prototypes, and measurable outcomes.

Key Responsibilities

• Lead Service Design engagements from discovery through concept, validation, and implementation.
• Define service vision, experience principles, target-state journeys, and transformation opportunities.
• Plan and conduct research with customers, employees, and business stakeholders.
• Create personas, Jobs-to-be-Done, customer/employee journeys, service blueprints, and ecosystem maps.
• Identify pain points, moments that matter, operational dependencies, and service improvement opportunities.
• Design future-state services across web, mobile, workplace, assisted, conversational, and AI-enabled channels.
• Identify opportunities for GenAI, AI Agents, automation, personalization, intelligent routing, proactive support, and decision assistance.
• Facilitate executive workshops, co-creation sessions, design sprints, and stakeholder alignment activities.
• Collaborate with UX, Product, Technology, Data, AI, Operations, and Business teams.
• Define experience metrics, XLAs, KPIs, and continuous improvement mechanisms.
• Present recommendations and transformation roadmaps to senior stakeholders.

Key Deliverables

• Service Design Strategy
• Experience Vision / North Star
• Personas and Jobs-to-be-Done
• Current and Future-State Journey Maps
• Service Blueprints
• Ecosystem and Stakeholder Maps
• Experience Principles
• Opportunity and Prioritization Frameworks
• Future-State Service Concepts
• AI / Agentic Experience Concepts
• Service Prototypes
• Operating Model Recommendations
• Experience Measurement Framework
• Transformation Roadmap

Required Experience

• 5+ years of experience in Service Design, Experience Design, UX Strategy, CX, or Design Consulting.
• Strong experience leading complex enterprise Service Design programs.
• Proven expertise in journey mapping, service blueprinting, research, systems thinking, and experience strategy.
• Experience working across multiple business functions, technologies, channels, and operational teams.
• Strong workshop facilitation, stakeholder management, and executive communication skills.
• Ability to translate research and strategy into practical and scalable solutions.
• Experience collaborating with Product, UX, Engineering, Architecture, Data, and AI teams.

Preferred Experience

Experience in areas such as:

• AI Experience Design / Agentic AI
• Digital Workplace / Employee Experience
• Customer Experience Transformation
• Service Desk / Contact Center Transformation
• Enterprise SaaS
• Healthcare or Financial Services
• ServiceNow / IT Service Management
• Omnichannel Experience
• Experience Measurement / XLA
• Accessibility and Inclusive Design

Core Skills

Service Design: Journey Mapping, Service Blueprinting, Systems Thinking, Ecosystem Design, Experience Strategy, Operating Model Design.

Research: User Research, Stakeholder Interviews, Contextual Inquiry, Research Synthesis, Personas, Jobs-to-be-Done.

Facilitation: Design Thinking, Co-Creation, Design Sprints, Executive Workshops, Ideation and Prioritization.

Emerging Experience: AI Experience Design, Human–AI Interaction, Conversational AI, Agentic Experience Design, Digital Service Transformation.

Consulting: Strategic Thinking, Executive Storytelling, Transformation Roadmaps, Opportunity Prioritization, Proposal Development.

Tools

Figma, FigJam, Miro, PowerPoint, research and journey-mapping platforms, and AI prototyping tools.

What Success Looks Like

Success will be measured through:

• Reduced customer and employee effort
• Improved satisfaction and service outcomes
• Faster service resolution
• Increased digital and AI adoption
• Simplified workflows and operations
• Improved automation and proactive service delivery
• Better alignment across experience, technology, and operations
• Measurable business and experience value

Ideal Candidate

A strategic and hands-on Service Design leader who can move seamlessly between executive-level transformation conversations and detailed service design execution, orchestrating people, process, technology, data, and AI around meaningful human and business outcomes.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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