Service Design Lead

About Wong Doody

We are a Human Experience Company that builds experiences to transform businesses.

We are looking for a driven Service Design Lead who thrives on solving complex challenges. You are a strategic thinker that constantly seeks insights to elevate the thinking and execution. You take a holistic approach and inspire those around you to examine the full end‑to‑end human experience rather than a single product.

The role reports to the Head of Service Design in India and involves engaging clients from the C‑suite to product owners to demonstrate how service design can solve challenges.

As a Service Design Lead you will shape and improve the end‑to‑end experiences for our customers by leading service design initiatives across the organization. You will develop and implement service design strategies that align with business objectives and customer needs.

• Lead a global adoption program for a large, complex client, including running workshops for senior stakeholders to create a holistic understanding and roadmap across experience, business processes, technology, and data.
• Lead and/or support cross‑functional teams (Strategy, Product Design, Development, BA, etc.) and partners to deliver top‑quality strategic and creative outputs.
• Develop, advocate for, and execute appropriate approaches or delivery methods to address different contexts and requirements, including measuring and evaluating outcomes.
• Draw insights from data collected through quantitative and qualitative methods and communicate them to the team and the wider organization to inform strategic deliverables.
• Help teams to manage and visualise outcomes, prioritise work, and adhere to agreed project priorities and scope.
• Own and grow client relationships.
• Work with other leaders and stakeholders to continuously identify spaces where service design can add value and scope related projects and deliverables.
• Inspire the team and the client to push thinking further and consider taking on more daring, audacious, and innovative directions.
• Collaborate with Product Design, Design Engineering, and Infosys teams to ensure your vision is translated into live products.
• Contribute to the development of service design practice tools, methodologies, and applications and inspire innovative approaches and techniques.

• Experience working at leading digital agencies in a senior level Service Design, Experience Strategy, or UX role.
• A strong portfolio of complex, digital experiences that demonstrates applied experience of service design methodologies.
• Excellent communication and stakeholder management skills, including fostering collaboration, explaining rationale, aligning and persuading stakeholders, driving conversations, and building client relationships.
• The tendency to thrive in an action‑oriented, fast‑paced, sometimes ambiguous environment.
• A solid understanding of related disciplines (client engagement, technology, delivery, UX, and strategy) needed to create brilliant experiences.
• A proactive, can‑do attitude, sense of humour, and a desire to drive the business forward.

TO APPLY:

Please upload a CV and links to your portfolio.

Wong Doody is a proud Equal Employment Opportunity employer committed to creating an equitable, diverse and inclusive workspace regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity. Candidates from diverse backgrounds are strongly encouraged to apply. All your information will be kept confidential according to EEO guidelines.