NTT DATA is seeking a Senior Service Design Expert to drive end-to-end service design and transformation across digital and physical touchpoints. This pivotal role bridges business strategy, customer and employee experience, technology, and AI-enabled innovation.

The ideal candidate possesses both strategic vision and practical Service Design expertise, capable of translating complex requirements into compelling service blueprints, future-state experiences, and actionable roadmaps.

Join an inclusive and forward-thinking organization committed to accelerating client success and positively impacting society through responsible innovation.

Lead comprehensive Service Design engagements from initial discovery through validation and implementation. Define clear service visions, experience principles, and target-state journeys.

Conduct crucial research with customers, employees, and stakeholders to inform design decisions. Create essential artifacts such as personas, Jobs-to-be-Done, journey maps, and service blueprints.

Identify critical pain points and operational dependencies to drive service improvements. Design future-state services across diverse channels, including web, mobile, and AI-enabled platforms, exploring opportunities for GenAI and automation.

Facilitate executive workshops and co-creation sessions to foster alignment. Collaborate effectively with cross-functional teams including UX, Product, Technology, Data, AI, and Operations.

Define key experience metrics and KPIs for continuous improvement. Present clear recommendations and transformation roadmaps to senior leadership.

A minimum of 5 years of experience in Service Design, Experience Design, UX Strategy, CX, or Design Consulting is required. Proven experience leading large-scale enterprise Service Design programs is essential.

Demonstrated expertise in journey mapping, service blueprinting, user research, systems thinking, and experience strategy is critical. Experience working across multiple business functions, technologies, and operational teams is expected.

Strong skills in workshop facilitation, stakeholder management, and executive communication are necessary. The ability to translate research and strategy into practical, scalable solutions is key. Collaboration with Product, UX, Engineering, Architecture, Data, and AI teams is a core component of this role.