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 combination of the following domains: VoC, customer insight and understanding, design research, experience strategy, experience design, innovation and implementation, experience design measurement, metrics and ROI, humanizing organizations
• Excellent communication and collaboration skills, with a proven ability to lead cross-functional teams in a global environment.
• Strong problem-solving skills, with a user-centered approach to addressing complex design challenges.
• The ability to simplify complexity and communicate simple, compelling stories to a broad range of stakeholders, propelling solutions forward.
• Proficiency with design tools (e.g., Figma, Sketch) and prototyping software, along with advanced knowledge of UX research methodologies.

Basic qualifications:

• 10+ years of professional experience including managerial roles
• 5+ years of professional experience in service design at an established agency, consulting firm and/or hands-on industry experience
• Bachelor's Degree from an accredited college/university, but related Masters preferred

Preferred qualifications

• Practice development and strong leadership skills
• Strong client development and an active professional network of contacts in the service design / customer experience market
• Strong strategic aptitude, with an expertise in several core industries or strategic disciplines
• A passion for innovation, design and technology
• Existing portfolio of thought leadership (e.g., past conference talks, publications, etc.)
• Strong creative facilitation, team building and relationship management skills

Ideal Mindset:

• Lifelong Learner. You are always seeking to improve your technical and nontechnical skills.
• Team Player. You are someone who wants to see everyone on the team succeed and is willing to go the extra mile to help a teammate in need.
• Communicator. You know how to communicate your design ideas to both technical and nontechnical stakeholders, prioritizing critical information and leaving out extraneous details.

Must reside in the US

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $187,875.00-$313,125.00 This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short- and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

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About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us atus.nttdata.com

NTT DATA endeavors to make https://us.nttdata.comaccessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us.This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.