Experience: 6+ years in Service Design
Work Location: Bangalore
About the role
You’ll join our strategy and design team to work on an with a global enterprise technology company. The client wants to make its customer-facing learning teams better prepared, more efficient and more personal, and to find where automation and AI help most without losing the human relationship.
You’ll lead the service design workstream. You’ll map how work happens today across the field team, the specialist advisors and the back-office fulfilment operations. Then you’ll turn that evidence into a front-to-back service blueprint and a prioritised set of automation opportunities.
What you’ll do
- Lead the creation of a front-to-back service blueprint with customer, field, advisor and operations lanes. It will show handoffs, systems, pain points and time sinks.
- Plan and run stakeholder interviews and pull out clear themes.
- Design and facilitate a hybrid vision and goal-setting workshops, including futures exercises and a goal tree that links business goals to user outcomes and measurable signals.
- Contribute to competitor and analogous benchmarking across direct peers and adjacent tools such as customer success, sales enablement and service orchestration platforms.
- Shape a human–AI collaboration model: what to automate, what to augment, and what must stay human-led.
- Map the journey from preparing for a customer through to tracking outcomes, and spot where earlier signals would change decisions.
- Present findings and recommendations to senior client stakeholders at three readouts (vision workshop, discover readout, final readout).
- Work closely with researchers, strategists and designers, and keep a fast pace across projects
What you’ll bring
Essential
- 6+ years of professional experience in service design, with a portfolio showing end-to-end work.
- Proven experience producing service blueprints and journey maps for complex, multi-stakeholder, B2B or enterprise contexts.
- Strong qualitative research skills: interviewing, synthesis and insight framing.
- Experience facilitating workshops with senior stakeholders, in person and remote.
- Ability to find insight in operational complexity: handoffs, rework, internal tools and process bottlenecks.
- Clear storytelling and communication, both written and visual. You can turn messy evidence into a clear recommendation.
- Comfort working to tight deadlines and fixed deliverable dates.
Desirable
- Experience designing for AI or automation, including human-in-the-loop models, trust and governance.
- Experience with prioritisation frameworks such as impact/feasibility matrices.
- Tools: Figma, FigJam, Miro or similar; Dovetail or similar for synthesis.
How you’ll work
- You’ll own the blueprint and the opportunity matrix, and contribute to the rest.
- You’ll be a visible part of the client relationship, presenting to senior stakeholders.
- You’ll work in a collaborative, evidence-first culture. Recommendations come from observed work, not assumptions.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
