Service Design Lead

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Service Design Lead to join our team in Plano, Tx,

 

Who we are:  

NTT DATA America’s strives to hire exceptional, innovative, and passionate individuals who want to grow with us. Launch by NTT DATA is the culmination of the company’s strategy to acquire and integrate the skills, experience, and technology of leading digital companies, backed by NTT DATA’s core capabilities, global reach, and depth.

 

Service Design Lead

Exp. Design Senior Director

 

How You ‘ll Help Us: 

As a Service Design leader, you will take a leadership role in evolving our capabilities in Service Design and in crafting and optimizing end-to-end service experiences that align with both user needs and business objectives. You will oversee both front-stage and back-stage touchpoints, using design thinking and service design methodologies to map customer journeys, identify pain points, and define seamless, integrated experiences. Collaborating with cross-functional teams, you will ensure that every touchpoint we create delivers a smooth, efficient, and delightful customer experience across a global landscape.

 

As a Service Design leader, you will take a leadership role in evolving our capabilities in Service Design and in crafting and optimizing end-to-end service experiences that align with both user needs and business objectives. You will oversee both front-stage and back-stage touchpoints, using design thinking and service design methodologies to map customer journeys, identify pain points, and define seamless, integrated experiences. Collaborating with cross-functional teams, you will ensure that every touchpoint we create delivers a smooth, efficient, and delightful customer experience across a global landscape.

 

Job Description

• Lead our service design capability and evolve it to meet the needs of the organization.
• Lead the design and enhancement of end-to-end service experiences, ensuring they are user-centered, scalable, and aligned with strategic business goals.
• Strategically choreograph processes, technologies, and interactions, driving the delivery of holistic human-centered services.
• Develop and oversee comprehensive service blueprints, customer journey maps, and process flows to visualize and enhance the entire customer experience.
• Collaborate with UX/UI and visual designers, product managers, researchers, developers, and business strategists to integrate service solutions across all digital and physical touchpoints.
• Plan and lead workshops with teams and stakeholders, fostering a culture of innovation and collaboration.
• Identify and resolve holistic pain points, ensuring an efficient and cohesive experience for users across channels.
• Apply advanced design thinking methodologies to address complex business challenges, providing solutions that improve customer engagement and satisfaction.
• Advocate for service design principles within the organization, promoting the value of a holistic, user-centered approach.

Job Qualifications

 

• Applied experience in customer experience and/or service design with a design thinking background a mandatory
• Strong core consulting skills, including ability to craft compelling and actionable strategies, meeting and workshop development, management and facilitation, storytelling, writing and presentation development, ideation and concept development, stakeholder interviewing and relationship development, insights development and data analysis
• Proven expertise in some co