Senior Service Designer — End-to-End CX Transformation

Infosys

Hong Kong

On-site

HKD 600,000 - 900,000

Full time

2 days ago

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Benefits offered by this job

Paid leave entitlements

HALE program

Optional health insurance

EAP

Rewards and Recognition

Job summary

Infosys Hong Kong is seeking a Service Designer to design, improve and orchestrate end‑to‑end service experiences across digital and non‑digital touchpoints. You will work with clients, product teams, researchers, and technology teams to translate insights into blueprints and actionable design solutions that improve customer satisfaction and business outcomes.

You will join a multidisciplinary team driving transformation initiatives across industries, guiding service design from discovery to

Qualifications

Bachelor's degree in Design, Human‑Centered Design, Service Design, User Experience, Business, Psychology, Social Sciences, or a related discipline.
Minimum of 5 years of experience in Service Design, Customer Experience (CX), User Experience (UX), Design Strategy, or related fields.
Demonstrated experience conducting research, journey mapping, service blueprinting, and workshop facilitation.
Experience working in multidisciplinary teams delivering customer‑centered solutions.
Strong communication and presentation skills with the ability to articulate design rationale to stakeholders.
Ability to communicate effectively in English and Cantonese (Mandarin is a plus).

Responsibilities

Lead service design engagements across the entire design lifecycle, including discovery, definition, ideation, prototyping, testing, and implementation.
Conduct and synthesize user research, stakeholder interviews, workshops, and journey mapping activities to identify customer needs, pain points, and opportunities.
Create service blueprints, customer journey maps, ecosystem maps, stakeholder maps, and other service design deliverables.
Collaborate with UX/UI designers, product managers, business analysts, developers, and operational teams to design seamless end-to-end experiences.
Facilitate co‑creation workshops and design thinking sessions with clients and cross‑functional teams.
Translate research findings and business requirements into actionable service design recommendations.
Define future‑state customer and employee experiences that align with business strategy and organizational objectives.
Identify opportunities for service improvement, process optimization, and innovation across customer touchpoints.
Support the development and validation of prototypes, pilots, and service concepts through testing and feedback.
Measure and evaluate service performance using customer insights, service metrics, and business outcomes.
Advocate for human‑centered design principles and best practices throughout project delivery.
Coordinate with internal and external stakeholders to gather requirements and ensure service solutions are feasible, desirable, and viable.
Contribute to service design capability development, methodologies, and knowledge‑sharing initiatives within the organization.