Design Thinking Lead

Bharatdigital; Bengaluru; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

eGov Foundation seeks a leader to head the design thinking practice, transforming public service delivery through human-centered innovation and shaping citizen experiences at scale.

The role requires deep expertise in service and systems design, strong facilitation, and a track record in social impact initiatives, with Bangalore as the base.

Qualifications

• 7-15 years of experience in service design, systems design, and human-centered design.
• Human-centered expertise including contextual inquiry, ethnography (in-person and remote), and Jobs-to-be-Done (JTBD) interviews.
• Strong systems thinking ability to map organizational, process, and technology interdependencies and anticipate downstream effects.
• Strategic storytelling and visualization skills including rapid sketching, journey maps, service blueprints, and narrative prototypes.
• Excellent facilitation and collaboration skills to guide diverse groups toward alignment while surfacing dissenting voices constructively.
• Business acumen with fluency in capturing experience metrics (NPS, CSAT, adoption rates).
• Hands-on approach - ready to design and create materials themselves.
• Track record of designing for public systems or social impact initiatives is strongly preferred.
• Ability to turn complex challenges into simple, people-centered solutions.

Responsibilities

• Bring a human-centered and systems design lens to eGov's products and programs, reimagining the what, why, how, and 'so-what' of engagements.
• Design systemic solutions, service delivery models, and digital interventions for public systems transformation.
• Design and lead reimagination workshops, interactions, and trainings with governments, NGOs, sanitation workers, and citizens.
• Create visual frameworks such as ecosystem maps, citizen journey boards, and worker journey maps that make complex problems and solutions intuitive.
• Craft immersive pitch experiences including videos, prototypes, and simulations that make the future tangible and accelerate executive buy-in.
• Embed design thinking practices into eGov's approach to transforming public service delivery.
• Codify reusable design assets such as patterns, frameworks, and research repositories for future repurposing at speed.
• Champion an outcomes-driven, human-centered approach and cultivate a culture of experimentation, empathy, and continuous learning across the organization.

Skills

Design Thinking

Human-Centered Design

Systems Thinking

Strategic Storytelling

Facilitation & Collaboration

JTBD Interviews

Experience Metrics (NPS/CSAT/Adoption)

Hands-on Design

Tools

Workshop Facilitation Tools

Job description

Lead the design thinking practice at eGov Foundation to transform public service delivery through human-centered innovation. Shape how governments and public systems reimagine citizen experiences and service design at scale.

Responsibilities

• Bring a human-centered and systems design lens to eGov's products and programs, reimagining the what, why, how, and 'so-what' of engagements
• Design systemic solutions, service delivery models, and digital interventions for public systems transformation
• Design and lead reimagination workshops, interactions, and trainings with governments, NGOs, sanitation workers, and citizens
• Create visual frameworks such as ecosystem maps, citizen journey boards, and worker journey maps that make complex problems and solutions intuitive
• Craft immersive pitch experiences including videos, prototypes, and simulations that make the future tangible and accelerate executive buy-in
• Embed design thinking practices into eGov's approach to transforming public service delivery
• Codify reusable design assets such as patterns, frameworks, and research repositories for future repurposing at speed
• Champion an outcomes-driven, human-centered approach and cultivate a culture of experimentation, empathy, and continuous learning across the organization

Requirements

• 7-15 years of experience in service design, systems design, and human-centered design (emphasis on right skillset over years)
• Human-centered expertise including contextual inquiry, ethnography (in-person and remote), and Jobs-to-be-Done (JTBD) interviews
• Strong systems thinking ability to map organizational, process, and technology interdependencies and anticipate downstream effects
• Strategic storytelling and visualization skills including rapid sketching, journey maps, service blueprints, and narrative prototypes
• Excellent facilitation and collaboration skills to guide diverse groups toward alignment while surfacing dissenting voices constructively
• Business acumen with fluency in capturing experience metrics (NPS, CSAT, adoption rates)
• Hands-on approach - ready to design and create materials themselves
• Track record of designing for public systems or social impact initiatives is strongly preferred
• Ability to turn complex challenges into simple, people-centered solutions
• Full-time position based in Bangalore

Skills & Technology

Design Thinking Human-Centered Design Systems Thinking Workshop Facilitation

Compensation & Dates

Salary not disclosed

Location

India