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Infosys

Global digital services and consulting provider

Service Designer – Consultant / Senior Consultant

UX ResearchPosted on Nov 11
Full-timeLondon, UKNo salary listedHybrid

About the Job

Requirements

  • A degree in Service Design, Interaction/UX Design, Design Management, Business, Psychology, or a related field is required.
  • Consultants need 3–5 years of experience in service design, customer experience, or user experience, ideally in consulting or an in-house design team.
  • Senior Consultants need 5–8 years of experience, including leading projects and client workstreams.
  • Hands-on command of stakeholder and ecosystem mapping, personas, customer journey mapping, service blueprinting, co-creation, and service prototyping is required.
  • Experience with design research, including interviews, contextual inquiry, observation, and diary studies, and synthesis, including affinity mapping and insight clustering, is required.
  • Ability to link customer insight with business objectives, key performance indicators, and business cases is required.
  • Strong workshop facilitation and stakeholder management skills, from operational teams to C-level, are required.
  • Confident use of collaboration and visualisation tools such as Miro, Mural, or Figma is required.
  • Ability to integrate artificial intelligence tools throughout research, insight generation, ideation, prototyping, testing, and service optimisation is required.

Responsibilities

  • Define a service vision and customer experience strategy that delivers consistent, high-quality experiences across all channels and aligns with business objectives.
  • Translate business goals into service principles, experience goals, and measurable key performance indicators such as Net Promoter Score, Customer Satisfaction Score, Customer Effort Score, and retention.
  • Map and re-orchestrate the service ecosystem along the customer lifecycle using ecosystem maps and stakeholder maps.
  • Develop service propositions and value propositions together with business owners.
  • Define the roadmap of guidelines, training, and key projects needed to realise the strategy.
  • Shape the target operating model and team structure for service design and customer experience on the client side.
  • Work with leadership to embed Service Design and Design Thinking in the company’s culture.
  • Turn customer data, research, and behaviour into actionable insights in collaboration with research and analytics teams.
  • Synthesise qualitative and quantitative data into personas, jobs-to-be-done, mental models, and insight statements.
  • Use Net Promoter Score, satisfaction, and operational metrics to assess the current experience and identify patterns, trends, and pain points.
  • Present data-driven recommendations that improve retention and satisfaction.
  • Set up an insight and requirements pipeline that continuously feeds product, channel, and solution owners.
  • Facilitate as-is customer journey maps and service blueprints across channels, including frontstage, backstage, and supporting processes.
  • Identify moments of truth, breakpoints, and improvement opportunities online and offline.
  • Design to-be journeys and blueprints across multiple applications and in depth for specific services.
  • Connect journey and blueprint work to process, organisational, and technology changes.
  • Lead the double-diamond process from problem framing to tested solution together with clients and their customers.
  • Plan and facilitate co-creation workshops, design sprints, and ideation sessions with cross-functional teams.
  • Frame problems with How-Might-We questions, opportunity areas, and design challenges.
  • Create and test service prototypes, including storyboards, service walkthroughs, desktop walkthroughs, role-play, and click dummies.
  • Run experiments and pilots, measure impact, and iterate towards scalable solutions.
  • Initiate and support standards that ensure high service quality across websites, native apps, phone, email, chat, and in-person support.
  • Create service design playbooks, journey and blueprint libraries, persona sets, and design principles.
  • Establish service standards, benchmarks, and end-to-end testing approaches.
  • Set up quality assurance processes to monitor and evaluate customer interactions.
  • As a Consultant, deliver service design work within a project, apply methods confidently, and facilitate workshops with guidance.
  • As a Senior Consultant, own workstreams and client relationships, shape the approach, coach junior team members, and contribute to proposals and business development.

Desired Qualifications

  • Experience in customer experience strategy and digital transformation programmes is preferred.
  • Knowledge of adjacent client-side areas, including marketing, customer relationship management and loyalty, customer care, and contact centres, is preferred.
  • Experience designing omnichannel services that combine digital and physical touchpoints is preferred.
  • Proficiency with Miro, Figma, FigJam, or Claude Code is preferred.
  • Familiarity with customer experience metrics such as Net Promoter Score, Customer Satisfaction Score, and Customer Effort Score, and Voice-of-Customer programmes, is preferred.
  • Exposure to agile delivery, Lean UX, and product operating models is preferred.
  • Experience applying artificial intelligence and generative artificial intelligence in services or customer experience operations is preferred.
  • Experience building design capabilities, playbooks, or design systems at client organisations is preferred.
  • Industry experience in retail, automotive, financial services, telecommunications, utilities, or the public sector is preferred.
  • Certification in Design Thinking, Service Design (such as SDN), or agile methods is preferred.

About the Company

Infosys

Global digital services and consulting provider

Infosys is a global provider of digital services and consulting. It helps organizations with software development, cloud solutions, data and analytics, automation, and AI-powered platforms to transform their technology and business operations. The company primarily delivers these capabilities through client projects, outsourcing, and managed services, rather than selling a single standalone product. Infosys differentiates itself by its long-standing global reach (present in over 50 countries) and its breadth of offerings, including a dedicated consulting arm and a business process outsourcing unit, which together cover strategy, design, development, and ongoing operations. Its goal is to guide clients through digital transformation and AI adoption at scale, helping them improve efficiency, agility, and competitiveness over the long term.

Company size
10,001+
Company stage
IPO
Headquarters
Bengaluru, India
Founded
1981

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