Service design-Manager

📍 Job Overview

Job Title: Principal/Lead Service Designer
Company: EY
Location: Pune, Maharashtra, India OR Bengaluru, Karnataka, India
Job Type: Full-Time
Category: Design & Consulting Operations (Service Design)
Date Posted: September 8, 2025
Experience Level: 10+ Years
Remote Status: On-site

🚀 Role Summary

• Lead and grow EY's Service Design practice with a strong entrepreneurial mindset and corporate navigation skills.
• Drive human-centric business transformation by leading client conversations, workshops, and co-creation sessions.
• Manage multiple full-fledged service design projects, including budget and resource allocation, demonstrating exceptional time-management and multi-tasking capabilities.
• Develop and nurture client relationships at both local and international levels, acting as a trusted advisor and ensuring client satisfaction.
• Foster a collaborative and learning-oriented environment, coaching team members and colleagues in service design methodologies and tools.

📝 Enhancement Note: This role is positioned as a Principal/Lead Service Designer, indicating a senior leadership position within EY's consulting arm. The emphasis on "growing our Service Design practice" suggests a significant focus on business development, client acquisition, and practice leadership, in addition to project delivery. The requirement for an "entrepreneurial mindset" combined with the ability to "navigate corporate structures" highlights the need for candidates who can drive innovation and new business while operating within a large, established professional services firm. The role is clearly client-facing and requires a blend of strategic thinking, design expertise, and commercial acumen.

📈 Primary Responsibilities

• Lead multiple complex service design projects concurrently, from initial research and strategy development through to detailed UI/UX design and implementation, managing all aspects of project delivery including budget and resource allocation.
• Actively participate in sales activities, including developing proposals, creating presentations, and leading client discussions to articulate the value of human-centric service design for business transformation.
• Facilitate interactive workshops and co-creation sessions with clients and internal teams to drive innovation, uncover insights, and collaboratively design future-state service experiences.
• Develop and maintain strong client account management strategies, understanding client sectors and business agendas to anticipate needs, propose tailored solutions, and ensure high levels of client satisfaction.
• Independently drive research initiatives, develop strategic roadmaps, and craft compelling service designs across various channels and touchpoints, ensuring high visual quality and effective communication.
• Foster cross-discipline development within teams, promoting collaboration between service designers, UX/UI designers, researchers, strategists, and other consultants to deliver integrated solutions.
• Excel in communication and engagement, building credibility with clients and internal stakeholders through clear articulation of technical concepts, business implications, and design rationale.
• Establish and maintain rituals for knowledge sharing, continuous learning, and collaborative problem-solving within the service design community at EY.
• Cultivate a strong commercial network with other EY studios and relevant external partners to identify opportunities for growth and collaboration.
• Coach and mentor team members and colleagues, enhancing their proficiency in service design methodologies and tools to maximize personal impact and drive efficiency.
• Execute hands-on design work, transforming raw research into actionable insights, defining current and future customer journeys, and detailing them across channels and touchpoints with high fidelity.
• Identify opportunity spaces and translate them into differentiated, impactful service experiences that address client challenges.
• Maintain open, proactive, and transparent communication with all stakeholders, building trust and credibility through a deep understanding of client business and technical challenges.
• Stay abreast of the latest developments, trends, and thinking within the service design, digital transformation, and consulting landscape.
• Provide constructive feedback and guidance to team members, tailoring approaches to individual styles and environments to support their professional growth paths.

📝 Enhancement Note: The responsibilities emphasize end-to-end project ownership, client relationship management, and business development, aligning with a Principal/Lead role. The inclusion of "sales activities," "account management mindset," and "commercial network" points to a strong business development component. The explicit mention of "hands-on execution" alongside leadership duties indicates that the candidate is expected to contribute directly to design deliverables while also guiding teams.

🎓 Skills & Qualifications

Education:

• Bachelor's or Master's degree in Design, Human-Computer Interaction, Business, Psychology, or a related relevant field.

Experience:

• A minimum of 10 years of progressive experience in service design, user experience design, or related consulting roles.
• Proven track record of leading complex, multi-disciplinary projects from conception to completion.
• Experience in a consulting environment is highly desirable, demonstrating an understanding of client service delivery and business development.

Required Skills:

• Service Design Expertise: Deep understanding and practical application of service design principles, methodologies (e.g., journey mapping, persona development, stakeholder mapping, service blueprinting, co-creation workshops), and a strong portfolio showcasing successful projects.
• Design Leadership & Strategy: Ability to define strategic direction for service design initiatives, lead design thinking processes, and guide teams in creating innovative and human-centered solutions.
• Client Engagement & Business Development: Proven experience in leading client conversations, facilitating workshops, developing proposals, and contributing to sales activities (quotes, presentations). An account management mindset is crucial.
• Communication & Facilitation: Exceptional verbal, written, and visual communication skills, with the ability to articulate complex ideas clearly to diverse audiences and facilitate productive group sessions.
• Project & Program Management: Demonstrated ability to manage multiple projects concurrently, including budget, resource allocation, and timelines, ensuring efficient execution and delivery.
• UI/UX Design Acumen: While not purely a UI/UX role, a strong understanding of UI/UX principles and their application within service design is essential for crafting holistic experiences.
• Research & Synthesis: Proficiency in conducting user research, analyzing findings, and synthesizing raw data into actionable insights to identify opportunity spaces.
• Collaboration & Team Leadership: Ability to foster a positive team environment, lead collaboratively, coach team members, and drive cross-discipline development.

Preferred Skills:

• Entrepreneurial Mindset: Demonstrated initiative in identifying and pursuing new opportunities, driving innovation, and growing a practice area.
• Business Acumen: A strong understanding of business objectives, financial drivers, and how design thinking can contribute to commercial success.
• Technology Integration: Familiarity with how technology underpins service delivery and an ability to design services that leverage digital capabilities.
• Change Management: Experience in guiding organizations through design-led transformations.
• International Project Experience: Exposure to working on projects with global clients or in international markets.

📝 Enhancement Note: The requirements emphasize a blend of senior design leadership, client-facing consulting skills, and business development capabilities. The "10+ years" experience level, coupled with "Principal/Lead" in the title, indicates a need for seasoned professionals who can operate autonomously and drive practice growth. The explicit mention of a "fantastic portfolio" is a critical requirement for this role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing a minimum of 10 years of service design and design leadership experience, with a focus on impactful client engagements and business outcomes.
• The portfolio should clearly demonstrate the candidate's ability to lead complex projects, manage budgets and resources, and drive client success.
• Case studies should highlight a holistic understanding of business, technology, and design, illustrating the candidate's approach to human-centric business transformation.
• Evidence of successful client conversations, workshop facilitation, and co-creation sessions should be presented.
• Examples of developing and managing client relationships and demonstrating an account management mindset are essential.

Process Documentation:

• The portfolio must clearly document the candidate's approach to service design processes, including:
  • Research & Insight Generation: How raw research is transformed into actionable insights and opportunity spaces.
  • Strategic Design: The process for defining future-state service journeys, cross-channel experiences, and touchpoints.
  • Co-Creation & Workshop Design: Methodologies for planning and facilitating effective co-creation sessions.
  • Implementation & Delivery: How service designs are translated into tangible deliverables and managed through project lifecycles.
  • Measurement & Impact: Approaches to assessing the success and impact of designed services.

📝 Enhancement Note: For a Principal/Lead role in a consulting firm like EY, the portfolio is critical. It needs to go beyond showcasing design artifacts to demonstrating strategic thinking, leadership in client engagements, business development contributions, and process rigor. The emphasis is on showcasing the ability to not just design, but to lead, grow, and deliver value through service design.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for Principal/Lead Service Designers in major Indian metropolitan areas like Pune and Bengaluru, with 10+ years of experience in consulting and specialized design roles, the estimated annual salary range is approximately ₹25,00,000 to ₹45,00,000 (INR). This range can vary significantly based on the candidate's specific experience, track record, client acquisition success, and negotiation.

Benefits:

• Comprehensive Health Insurance: Including medical, dental, and vision coverage for employees and dependents.
• Retirement Savings Plan: Contributions to provident fund or similar retirement schemes.
• Paid Time Off: Generous leave policies including annual leave, sick leave, and public holidays.
• Professional Development: Opportunities for continuous learning, training, certifications, and attendance at industry conferences.
• Performance Bonuses: Discretionary bonuses based on individual, team, and company performance.
• Global Mobility Opportunities: Potential for international assignments or collaborations within the EY network.
• Wellness Programs: Initiatives focused on employee well-being, mental health, and work-life balance.
• Access to EY's extensive knowledge base and internal consulting resources.

Working Hours:

• Standard working hours are typically 40 hours per week, aligning with typical professional services expectations. However, the nature of consulting and client demands may require flexibility and occasional extended hours to meet project deadlines and client needs.

📝 Enhancement Note: Salary figures are estimated based on common compensation levels for senior consulting roles in India, specifically for specialized fields like Service Design, considering the experience level and the reputation of a firm like EY. The benefits package is typical for large professional services organizations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Professional Services & Consulting (specifically within the broader EY Consulting practice). EY operates across Assurance, Consulting, Law, Strategy, Tax, and Transactions. This role sits within the Consulting division, focusing on design-led transformation. Company Size: EY is one of the largest professional services networks globally, employing over 300,000 people worldwide. Within India, EY has a significant presence with thousands of employees across multiple service lines and locations. Founded: Ernst & Young was formed in 1989 through the merger of Ernst & Whinney and Arthur Young & Co. The firm has a long history of providing professional services dating back to the early 20th century.

Team Structure:

• The Service Design team is likely part of EY's broader Digital, Customer, or Transformation consulting practices.
• Team members will collaborate closely with strategists, UX/UI designers, technology consultants, change management specialists, and business analysts.
• Reporting structure will likely place this Principal/Lead Service Designer under a Partner or Senior Director overseeing the relevant service line or industry vertical.
• Cross-functional collaboration is a core expectation, working with teams across different service lines and geographies to deliver integrated client solutions.

Methodology:

• EY's consulting approach often emphasizes a data-driven, client-centric methodology, integrating design thinking, agile principles, and deep industry expertise.
• Emphasis on developing actionable insights from research, translating them into strategic roadmaps, and delivering tangible business outcomes for clients.
• A strong focus on collaboration, co-creation, and building capability within client organizations.
• Commitment to leveraging technology and digital innovation to drive transformation.

Company Website: https://www.ey.com/

📝 Enhancement Note: EY is a Big Four professional services firm, implying a culture that values expertise, client service, integrity, and professional development. The consulting arm, where this role resides, is focused on helping clients solve complex business challenges through strategic advice and implementation. The specific Service Design practice will likely blend design thinking with business strategy and technological enablement.

📈 Career & Growth Analysis

Operations Career Level: Principal/Lead Service Designer is a senior leadership role. It signifies a high level of expertise, significant experience in client management and project leadership, and a contribution to the growth and development of the practice. This level typically involves business development, client relationship management, and mentoring junior staff. Reporting Structure: This role will likely report to a Partner or Senior Director within EY's Consulting practice. The individual will lead project teams and collaborate extensively with other practice leaders and client stakeholders. Operations Impact: The impact of this role is significant, influencing business strategy and client transformation through human-centered design. Success in this role directly contributes to revenue generation for EY through client acquisition and successful project delivery, as well as enhancing EY's reputation in the service design and digital transformation space.

Growth Opportunities:

• Practice Leadership: Opportunity to grow into a Partner or equivalent leadership position within EY's Service Design or broader Consulting practice, with increased responsibility for strategy, business development, and P&L.
• Specialization: Deepen expertise in specific industry verticals or service design specializations (e.g., digital service innovation, customer experience strategy).
• Global Exposure: Potential to lead international projects or contribute to global EY initiatives and thought leadership.
• Talent Development: Significant opportunities to mentor and develop junior designers and consultants, shaping the future talent pool within EY.
• Thought Leadership: Contribute to EY's intellectual capital through white papers, speaking engagements, and internal knowledge sharing.

📝 Enhancement Note: As a Principal/Lead, the career path at EY is geared towards senior leadership, business development, and strategic influence. This role offers a clear trajectory for those aspiring to partner-level positions within a global professional services firm, with significant opportunities for both professional and personal development.

🌐 Work Environment

Office Type: The role is on-site, requiring the candidate to work from EY's offices in Pune or Bengaluru. These offices are typically modern, professional environments designed to support client meetings, internal collaboration, and focused work. Office Location(s):

• Pune: Likely located in a prominent business district with good accessibility.
• Bengaluru: Likely located in a key commercial hub, facilitating engagement with clients in the tech and business sectors.

Workspace Context:

• Collaborative Spaces: Offices will feature meeting rooms, brainstorming areas, and flexible workspaces designed for team collaboration and client workshops.
• Technology & Tools: Access to EY's global IT infrastructure, collaboration tools, and specialized software relevant to design and consulting.
• Team Interaction: Regular opportunities for face-to-face interaction with project teams, practice leaders, and other EY professionals, fostering a strong sense of community and knowledge sharing.

Work Schedule:

• The standard work schedule is typically Monday to Friday, 40 hours per week. However, the demands of client projects may necessitate flexibility, including working beyond standard hours, occasional travel, and adapting schedules to meet client needs and global team collaborations.

📝 Enhancement Note: Working on-site at EY's offices in India means being part of a professional, structured environment that facilitates client engagement and internal collaboration. The emphasis will be on a blend of dedicated workspace and dynamic collaborative areas.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and portfolio by a recruitment specialist to assess alignment with requirements.
• Hiring Manager Interview: Discussion with the hiring manager or practice lead to evaluate experience, leadership potential, and fit with the team's strategic goals.
• Case Study/Workshop Simulation: Candidates may be asked to present a portfolio case study, solve a design challenge, or participate in a simulated client workshop to assess practical skills, strategic thinking, and facilitation abilities.
• Panel Interview: Meeting with a panel of senior leaders (Partners, Directors) to discuss strategic thinking, business development capabilities, client management experience, and cultural fit.
• Final Round: Potentially a final discussion with a senior Partner or Country Leader.

Portfolio Review Tips:

• Storytelling: Structure your portfolio around compelling narratives that highlight the problem, your process, your role, the solutions, and the measurable impact.
• Showcase Leadership: Clearly delineate your contributions versus those of the team, emphasizing your leadership and strategic decision-making.
• Client Focus: Demonstrate an understanding of client business objectives and how your design solutions addressed them, showcasing an account management mindset.
• Process Clarity: Detail your service design methodology, including research, ideation, prototyping, testing, and implementation phases.
• Visual Excellence: Ensure a high standard of visual presentation, reflecting your design acumen.
• Quantify Impact: Wherever possible, use metrics and data to demonstrate the business value and ROI of your work.
• Tailor to EY: Research EY's consulting approach and values, and subtly align your case studies to demonstrate how you embody them.

Challenge Preparation:

• Business Acumen: Be prepared to discuss how design thinking drives business value and transformation, and how you would approach sales activities and client acquisition.
• Strategic Thinking: Practice articulating your approach to complex problems, defining strategic roadmaps, and anticipating client needs.
• Facilitation Skills: Review techniques for leading workshops and co-creation sessions effectively, managing diverse participant groups.
• Behavioral Questions: Prepare for questions about leadership, teamwork, conflict resolution, and handling challenging client situations.

📝 Enhancement Note: The interview process for a Principal/Lead role at EY will be rigorous, focusing on strategic thinking, business acumen, leadership, and client management capabilities, in addition to design expertise. The portfolio presentation is a critical component, requiring candidates to articulate their impact and strategic approach effectively.

🛠 Tools & Technology Stack

Primary Tools:

• Design Software: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop, InDesign) for visual design and prototyping.
• Prototyping Tools: InVision, Axure RP, Adobe XD for interactive prototypes.
• Collaboration Platforms: Miro, Mural for virtual whiteboarding, ideation, and workshop facilitation.
• Project Management: JIRA, Asana, Trello for task management and workflow tracking.
• Presentation Software: Microsoft PowerPoint, Google Slides for client presentations and proposals.

Analytics & Reporting:

• Data Analysis Tools: Excel, Tableau, Power BI for analyzing user data, service performance, and generating reports.
• User Research Platforms: Tools for surveys, usability testing, and user interviews (e.g., UserTesting.com, SurveyMonkey).

CRM & Automation:

• CRM Systems: Familiarity with enterprise CRM systems (e.g., Salesforce) for understanding client data and sales pipeline, though direct management may not be required.
• Internal EY Systems: Proficiency with EY's internal collaboration and project management tools will be expected.

📝 Enhancement Note: While specific tools are not listed, the role implies proficiency in a standard suite of design, collaboration, and project management tools common in the consulting and digital design industries. Emphasis will be on the candidate's ability to leverage these tools to achieve strategic outcomes.

👥 Team Culture & Values

Operations Values:

• Integrity: Upholding the highest ethical standards in all client interactions and internal operations.
• Empathy: A deep understanding and consideration for client needs, user perspectives, and team well-being.
• Excellence: Striving for the highest quality in service delivery, client outcomes, and professional development.
• Collaboration: Fostering a team-oriented environment where diverse perspectives are valued, and collective problem-solving is encouraged.
• Innovation: Continuously seeking new and better ways to solve client challenges through design thinking and emerging technologies.
• Impact: Focusing on delivering measurable business value and creating long-term positive change for clients and society.

Collaboration Style:

• Cross-Functional Synergy: Encouraging seamless collaboration between service designers, strategists, technologists, and business consultants to deliver integrated solutions.
• Client Partnership: Building trusted, collaborative relationships with clients, treating them as partners in the design and transformation process.
• Knowledge Sharing: Actively participating in and contributing to EY's internal knowledge-sharing platforms and communities of practice.
• Constructive Feedback: Providing and receiving feedback openly and constructively to drive continuous improvement and professional growth within the team.

📝 Enhancement Note: EY's core values (Integrity, Empathy, Teamwork, Excellence, and Courage) are likely to permeate the culture of its service design practice. The emphasis will be on professional conduct, client-centricity, and a collaborative, high-performance environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Entrepreneurial Drive with Corporate Structure: Navigating the processes and hierarchies of a large organization while driving innovation and new business initiatives.
• Client Expectation Management: Effectively managing client expectations regarding the scope, timeline, and outcomes of complex service design projects.
• Cross-Disciplinary Integration: Ensuring seamless collaboration and integration of service design with other consulting disciplines (strategy, technology, change management).
• Demonstrating ROI: Clearly articulating and quantifying the business value and return on investment of service design initiatives to clients.
• Rapidly Evolving Landscape: Keeping pace with the constant evolution of technology, user behaviors, and design methodologies in a dynamic market.

Learning & Development Opportunities:

• Advanced Training: Access to EY's extensive global learning and development programs, including leadership training, advanced design methodologies, and industry-specific knowledge.
• Mentorship: Opportunities to be mentored by senior EY leaders and to mentor junior team members, fostering leadership skills.
• Industry Exposure: Engaging with diverse clients across various sectors, providing broad exposure to different business challenges and market dynamics.
• Thought Leadership: Opportunities to contribute to EY's intellectual capital, publish articles, and speak at industry events.
• Certification Support: Potential support for relevant professional certifications in design, project management, or consulting.

📝 Enhancement Note: The challenges are typical of senior roles in large consulting firms, requiring a blend of strategic, interpersonal, and project management skills. The growth opportunities are substantial, offering a clear path for career advancement within EY's global network.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a complex service design project from strategy to execution. What was your approach, what challenges did you face, and what was the outcome?" (Focus on your leadership, process, and impact).
• "How would you approach growing EY's Service Design practice in India? What are the key market opportunities and challenges?" (Demonstrate business development and strategic thinking).
• "How do you ensure a human-centric approach is maintained throughout a project, especially when balancing business objectives and technical constraints?" (Highlight your design philosophy and problem-solving skills).

Company & Culture Questions:

• "What interests you about EY and this specific role within our consulting practice?" (Show genuine interest and research).
• "How do you foster collaboration within a multidisciplinary team and with clients?" (Illustrate your teamwork and communication style).
• "How do you measure the success of a service design initiative and demonstrate ROI to a client?" (Focus on metrics, business value, and client satisfaction).

Portfolio Presentation Strategy:

• Select High-Impact Projects: Choose 2-3 projects that best showcase your leadership, strategic thinking, and ability to drive significant business outcomes.
• Quantify Your Impact: Use data and metrics to clearly articulate the results of your work (e.g., increased customer satisfaction, reduced operational costs, improved conversion rates).
• Articulate Your Process: Clearly explain your service design methodology, emphasizing how you translated insights into solutions.
• Highlight Leadership: Define your specific contributions and leadership role within each project.
• Address Client Objectives: Frame your case studies around the client's business goals and how you helped achieve them.
• Be Prepared for Q&A: Anticipate questions about your decisions, challenges, and alternative approaches.

📝 Enhancement Note: Interview preparation should focus on demonstrating a blend of deep design expertise, strong business acumen, proven leadership, and client management skills. The ability to articulate strategy, process, and impact clearly, especially through portfolio examples, will be crucial.

📌 Application Steps

To apply for this Principal/Lead Service Designer position:

• Visit the EY Careers website and search for the job title or requisition ID.
• Submit your application through the official portal, ensuring all required fields are completed accurately.
• Portfolio Customization: Curate your portfolio to prominently feature projects that align with consulting engagements, business transformation, and client success. Highlight your leadership and strategic contributions.
• Resume Optimization: Tailor your resume to emphasize your 10+ years of experience, leadership roles, client management achievements, business development contributions, and expertise in service design methodologies. Use keywords from the job description.
• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result) for behavioral questions. Prepare a compelling narrative for your portfolio presentation, focusing on business impact.
• Company Research: Thoroughly research EY's consulting services, its approach to digital transformation and customer experience, and its values. Understand how your skills and experience can contribute to EY's strategic objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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