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.
Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
Aanvullende arbeidsinformatie
De informatie over de beloning is correct op de datum van deze vacature. Cognizant behoudt zich het recht voor om deze informatie op elk moment te wijzigen, met inachtneming van de toepasselijke wetgeving.
Van sollicitanten kan worden verwacht dat zij gesprekken bijwonen, persoonlijk of via een videogesprek. Daarnaast kan van kandidaten worden gevraagd om tijdens elk gesprek een geldig, door de overheid uitgegeven identiteitsbewijs (zoals een identiteitskaart of paspoort) te tonen.
Cognizant is een werkgever die gelijke kansen biedt. Je sollicitatie en kandidatuur worden niet beoordeeld op basis van ras, huidskleur, geslacht, religie, levensovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enige andere eigenschap die wordt beschermd door federale, regionale of lokale wetgeving.
