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

Infosys Technologies (China) Company Limited

Hong Kong

On-site

HKD 600,000 - 900,000

Full time

3 days ago

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Benefits offered by this job

Paid leave entitlements

Health and Life Enrichment (HALE)

Optional health insurance cover

Employer Assistance Program (EAP)

Rewards and Recognition

Job summary

Infosys Technologies (China) Company Limited is hiring a Service Designer in Hong Kong to design, improve, and orchestrate end-to-end customer and employee experiences across digital and non-digital touchpoints. You will work with clients, product teams, researchers, and tech teams to translate insights into actionable design solutions that boost satisfaction and efficiency.

The role spans discovery through implementation in a multidisciplinary setting, with emphasis on measurable business

Qualifications

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

Responsibilities

Lead service design engagements across the full design lifecycle including discovery, definition, ideation, prototyping, testing and implementation.
Conduct and synthesize user research, stakeholder interviews, workshops, and journey-mapping to identify needs and opportunities.
Create service blueprints, journey maps, ecosystem maps, and stakeholder maps.
Collaborate with UX/UI designers, product managers, business analysts, developers and ops teams to design 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 experiences aligned with business strategy and objectives.
Identify opportunities for optimization and innovation across touchpoints.
Support prototype pilots and service concepts through testing and feedback.
Measure service performance using customer insights and business outcomes.
Advocate for human-centered design principles across projects.
Coordinate requirements with stakeholders to ensure feasible, desirable, and viable solutions.
Contribute to service design capability development and knowledge sharing.