Service Designer – Consultant, Senior Consultant

Infosys

. Define service vision and CX strategy aligned with business objectives .

Posted 11/12/2026full-timeLondon • United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Service Design and Customer Experience (CX) strategy, with a strong ability to translate business goals into actionable service principles and measurable KPIs. Proficient in stakeholder mapping, customer journey mapping, and utilizing design thinking methodologies to enhance customer interactions and drive business outcomes.

Highest-signal resume keywords

Service DesignCustomer Experience StrategyStakeholder MappingJourney MappingWorkshop Facilitation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service BlueprintingCo-CreationService PrototypingDesign ResearchAffinity MappingInsight ClusteringCustomer Insight IntegrationAI Tools IntegrationOmnichannel Service DesignAgile Delivery

Soft Skills

Communication SkillsStorytelling SkillsStakeholder ManagementConfidence in FacilitationCoaching

Tools & Technologies

MiroMuralFigmaFigJamClaude Code

Certifications & Qualifications

Design Thinking CertificationService Design CertificationAgile Methods Certification

Industry Keywords

RetailAutomotiveFinancial ServicesTelecommunicationsUtilitiesPublic SectorCustomer CareCRMLoyalty ProgramsVoice-of-Customer

About the role

Key responsibilities & impact

Define service vision and CX strategy aligned with business objectives
Translate business goals into service principles, experience goals and measurable KPIs
Map and re-orchestrate service ecosystems across the customer life cycle
Develop service propositions and value propositions with business owners
Define roadmaps for guidelines, training and key projects
Shape target operating models and team structures for service design and CX
Embed Service Design and Design Thinking into client culture
Turn customer data, research and behaviour into actionable insights
Synthesise qualitative and quantitative data into personas, jobs-to-be-done, mental models and insight statements
Use NPS, satisfaction and operational metrics to identify trends, patterns and pain points
Present data-driven recommendations to improve retention and satisfaction
Establish insight and requirements pipelines
Facilitate as-is customer journey maps and service blueprints across channels
Identify moments of truth, breakpoints and improvement opportunities
Design to-be journeys and blueprints across applications and services
Connect journey and blueprint work to process, organisational and technology changes
Lead double-diamond processes from problem framing to tested solutions
Plan and facilitate co-creation workshops, design sprints and ideation sessions
Frame problems using How-Might-We questions, opportunity areas and design challenges
Create and test service prototypes, including storyboards, walkthroughs, role-play and click dummies
Run experiments and pilots, measure impact and iterate toward scalable solutions
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 for customer interactions
Consultant: deliver service design work within projects and facilitate workshops with guidance
Senior Consultant: own workstreams and client relationships, shape approaches, coach junior team members, and contribute to proposals and business development

Requirements

What you’ll need

Degree in Service Design, Interaction/UX Design, Design Management, Business, Psychology or a related field
Consultant: 3–5 years of experience in service design, CX or UX, ideally in consulting or an in-house design team
Senior Consultant: 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
Experience with design research, including interviews, contextual inquiry, observation and diary studies
Experience with synthesis methods, including affinity mapping and insight clustering
Ability to link customer insight with business objectives, KPIs and business cases
Strong workshop facilitation and stakeholder management skills, from operational teams to C-level
Confidence with Miro, Mural, Figma or similar collaboration and visualisation tools
Ability to integrate AI tools throughout research, insight generation, ideation, prototyping, testing and service optimization
Excellent communication and storytelling skills
Preferred/desirable: experience in CX strategy and digital transformation programmes
Preferred/desirable: knowledge of marketing, CRM and loyalty, customer care and contact centres
Preferred/desirable: experience designing omnichannel services across digital and physical touchpoints
Preferred/desirable: Miro, Figma, FigJam or Claude Code proficiency
Preferred/desirable: familiarity with NPS, CSAT, CES and Voice-of-Customer programmes
Preferred/desirable: exposure to agile delivery, Lean UX and product operating models
Preferred/desirable: experience applying AI and GenAI in services or CX operations
Preferred/desirable: experience building design capabilities, playbooks or design systems
Preferred/desirable: industry experience in retail, automotive, financial services, telecommunications, utilities or the public sector
Preferred/desirable: certification in Design Thinking, Service Design or agile methods

Benefits

Comp & perks

Industry-leading compensation and benefits
Top training and development opportunities
Career growth and career paths
Inclusive and entrepreneurial culture
Global reach and opportunities to work with market-leading brands across sectors
Dedicated training and development opportunities