Senior Service Designer — End-to-End CX & Transformation

Infosys Limited

Hong Kong

On-site

HKD 480,000 - 800,000

Full time

45 hours ago

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Benefits offered by this job

Paid leave entitlements

HALE program (Health & Life Enrichment

Optional health insurance cover

EAP

Rewards and Recognition

Job summary

Infosys is seeking a Service Designer in Hong Kong to design and orchestrate end-to-end service experiences across digital and non-digital touchpoints. You will translate customer insights into blueprints, journeys, and actionable design solutions while collaborating with cross-functional teams to improve customer satisfaction and business outcomes.

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

Qualifications

Bachelor's degree in Design, Human-Centered Design, Service Design, UX, Business, Psychology, Social Sciences or related field.
Minimum of 5 years in Service Design, CX, UX, Design Strategy, or related areas.
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 ability to articulate design rationale.

Responsibilities

Lead service design engagements across the full design lifecycle (discovery to implementation).
Conduct user research, stakeholder interviews, workshops, and journey mapping.
Create service blueprints, customer journey maps, ecosystem and stakeholder maps.
Collaborate with UX/UI designers, product managers, analysts, developers and operators.
Facilitate co-creation workshops and design-thinking sessions.
Translate research into actionable service design recommendations.
Define future-state experiences aligned with business objectives.
Identify opportunities for service improvement and innovation across touchpoints.
Support prototype pilots and service concepts through testing and feedback.
Measure service performance using customer insights and business metrics.
Advocate human-centered design principles across project delivery.
Coordinate with stakeholders to ensure feasible, desirable, viable solutions.
Contribute to service design capability development and knowledge sharing.