Senior Lead - Experience Design @ Infosys

Job Description

About Infosys

Infosys is a global leader in next-generation digital services and consulting. Over 320,000 of our people work to amplify human potential and create the next opportunity for people, businesses and communities. We enable clients in 59 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help you navigate your next.

Infosys has been recognized as a Top Employer across APAC — contributing to our sixth consecutive year of global certification. As an AI‑first organization, we empower our people to work on next‑generation technologies, continuously learn, and create impact at scale—supported by a culture rooted in care, inclusion, and excellence.

• Join Infosys and be part of a culture that’s not just promised—it’s certified. #TopEmployer2026 #ThriveAtInfosys

Position Description

The Service Designer will be responsible for designing, improving, and orchestrating end-to-end customer and employee service experiences across digital and non-digital touchpoints. Working closely with clients, product teams, business stakeholders, researchers, and technology teams, you will translate customer insights into service strategies, service blueprints, and actionable design solutions that improve customer satisfaction, operational efficiency, and business outcomes.

You will be part of a multidisciplinary team supporting transformation initiatives across industries, helping organizations reimagine services through human-centered design principles. In this position, you will be responsible for driving service design activities from discovery through implementation, with a focus on customer needs, stakeholder alignment, and measurable business impact. >>

Essential Responsibilities

As the Service Designer, you will be:

• Lead service design engagements across the entire design lifecycle, including discovery, definition, ideation, prototyping, testing, and implementation.
• Conduct and synthesize user research, stakeholder interviews, workshops, and journey mapping activities to identify customer needs, pain points, and opportunities.
• Create service blueprints, customer journey maps, ecosystem maps, stakeholder maps, and other service design deliverables.
• Collaborate with UX/UI designers, product managers, business analysts, developers, and operational teams to design seamless 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 customer and employee experiences that align with business strategy and organizational objectives.
• Identify opportunities for service improvement, process optimization, and innovation across customer touchpoints.
• Support the development and validation of prototypes, pilots, and service concepts through testing and feedback.
• Measure and evaluate service performance using customer insights, service metrics, and business outcomes.
• Advocate for human-centered design principles and best practices throughout project delivery.
• Coordinate with internal and external stakeholders to gather requirements and ensure service solutions are feasible, desirable, and viable.
• Contribute to service design capability development, methodologies, and knowledge-sharing initiatives within the organization.

Minimum Qualifications

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

Desired Qualifications

• Experience working in consulting, digital transformation, or innovation-focused environments.
• Proven experience designing end-to-end customer or employee experiences across multiple channels and touchpoints.
• Strong knowledge of Service Design methodologies, Design Thinking, Human-Centered Design, and Customer Experience frameworks.
• Experience facilitating executive stakeholder workshops and alignment sessions.
• Familiarity with Agile, Lean, and product development methodologies.
• Proficiency in design and collaboration tools such as Figma, Miro, FigJam, Adobe Creative Suite, or similar platforms.
• Experience leveraging qualitative and quantitative research to inform service design decisions.
• Ability to navigate effectively in a highly matrixed and fast-paced environment.

Desired Characteristics

• Strong empathy for customers and a passion for creating meaningful user experiences.
• Proven track record of working effectively in cross-functional and geographically distributed teams.
• Excellent facilitation, storytelling, and stakeholder engagement skills.
• Strategic thinker with the ability to balance customer needs, business objectives, and operational realities.
• Strong analytical and problem-solving capabilities with a data-informed mindset.
• Ability to influence without authority and drive alignment among diverse stakeholder groups.
• Self-motivated, adaptable, and comfortable managing ambiguity in complex environments.
• Strong organizational and prioritization skills with attention to detail.
• Continuous learner with curiosity about emerging service design, customer experience, and innovation trends.
• Excellent verbal and written communication skills.

In addition to compensation aligned with your role, you’ll have access to a wide range of benefits that support your health, career growth, and overall well-being (Hongkong)

• Paid leave entitlements
• Health and Life Enrichment (HALE) program covering various well-being offerings
• Optional health insurance cover
• Employer Assistance Program (EAP)
• Rewards and Recognition

Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.

Hear from our recruiter on their experience working with Infosys as an Employer

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email [email protected] or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

“All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.”