Join NTT DATA as a Senior Service Design Expert and drive the transformation of end-to-end services across digital and physical realms. This role is pivotal at the intersection of business strategy, customer and employee experience, technology, operations, and AI-driven innovation. We seek individuals who blend strategic insight with practical Service Design skills to shape impactful user journeys and operating models.

This is an opportunity to lead from discovery through to implementation, defining service visions, creating future-state experiences, and developing measurable outcomes. If you are passionate about innovation and eager to grow within a forward-thinking organization, this role offers a dynamic path to shape the future of service delivery.

Lead comprehensive Service Design initiatives, from initial discovery to validation and implementation. Define clear service visions, establish experience principles, and map out target-state journeys and transformation opportunities.

Conduct vital research with customers, employees, and stakeholders to inform design. Develop key artifacts such as personas, Jobs-to-be-Done, customer/employee journeys, service blueprints, and ecosystem maps.

Identify critical pain points, key moments, operational dependencies, and opportunities for service enhancement. Design innovative future-state services across various channels including web, mobile, workplace, conversational AI, and more.

Explore and integrate emerging technologies like GenAI, AI Agents, and automation to personalize experiences, improve support, and enhance decision-making. Facilitate executive workshops, co-creation sessions, and design sprints to ensure stakeholder alignment.

Collaborate closely with UX, Product, Technology, Data, AI, Operations, and Business teams. Define robust experience metrics, XLAs, and KPIs for continuous improvement. Present strategic 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 essential. Demonstrated experience in leading complex, enterprise-level Service Design programs is required.

Proven expertise in core Service Design methodologies including journey mapping, service blueprinting, research synthesis, systems thinking, and experience strategy. Experience collaborating across diverse business functions, technologies, channels, and operational teams is crucial.

Candidates must possess strong workshop facilitation, stakeholder management, and executive communication skills. The ability to translate research findings and strategic insights into practical, scalable solutions is paramount. Collaboration experience with Product, UX, Engineering, Architecture, Data, and AI teams is highly valued.

Preferred experience includes AI Experience Design, Digital Workplace/Employee Experience, Customer Experience Transformation, Service Desk/Contact Center Transformation, Enterprise SaaS, and specific industry experience in Healthcare or Financial Services. Familiarity with ServiceNow/IT Service Management and omnichannel experience design is a plus.