Lead Service Designer (Contract)

📍 Job Overview

Job Title: Lead Service Designer (Contract)

Company: Genpact

Location: Chicago, Illinois, United States

Job Type: Contractor

Category: Experience Design / Service Design

Date Posted: September 02, 2026

Experience Level: 7+ Years

🚀 Role Summary

• Drive end-to-end service design engagements, encompassing research, journey mapping, service blueprinting, prototyping, and testing for client experiences.

• Facilitate discovery and co-design workshops, acting as a key liaison between clients and cross-functional internal teams.

• Translate complex qualitative and quantitative research findings into actionable insights, robust personas, and effective journey maps.

• Design and validate service concepts, prototypes, and blueprints, incorporating user feedback for iterative improvements.

• Partner closely with strategy, technology, and delivery teams to ensure the feasibility and business alignment of all design solutions.

• Present design rationale and strategic recommendations to senior client and internal stakeholders, influencing decision-making.

• Mentor and guide junior designers, contributing to the continuous improvement of service design methodologies, tools, and templates.

• Support proposal and client pursuit efforts by shaping the design approach and crafting compelling client-facing narratives.

📝 Enhancement Note: This role is explicitly a long-term contract position requiring a daily commute to the Chicago office, indicating a strong need for on-site collaboration and immediate project integration. The focus on "Experience Unit" and the integration of strategy, human-centered design, engineering, and AI within enterprise systems points to a role deeply embedded in digital transformation and operational efficiency improvements for enterprise clients.

📈 Primary Responsibilities

• Lead the comprehensive service design process from initial research and ideation through to prototyping, testing, and final implementation blueprints.

• Conduct and synthesize user research (qualitative and quantitative) to uncover unmet needs, pain points, and opportunities for service innovation.

• Develop detailed service blueprints that map out front-stage and back-stage processes, technology, and organizational roles required for seamless service delivery.

• Create high-fidelity prototypes and mockups to visualize and test service concepts with users and stakeholders, ensuring alignment with business objectives.

• Facilitate engaging and productive design thinking workshops with diverse client teams, fostering a collaborative environment for co-creation.

• Articulate design decisions and their strategic implications clearly and persuasively to C-suite executives and project teams.

• Contribute to the development and refinement of Genpact's service design practice, sharing best practices and fostering a culture of design excellence.

• Collaborate with operations teams to ensure that designed services are not only innovative but also operationally sound and scalable for enterprise environments.

• Support business development by contributing design expertise to proposals, pitches, and client presentations.

📝 Enhancement Note: The emphasis on "measurable business outcomes at scale" and "digital operations services" suggests that this role is not purely about aesthetic design but about driving tangible improvements in client operations and revenue through enhanced customer and employee experiences. The mention of specific platforms like Adobe, Microsoft, Sitecore, and Optimizely indicates a need for designers who can integrate service design thinking within these technological ecosystems.

🎓 Skills & Qualifications

Education: Bachelor's or Master's degree in Design, Human-Computer Interaction (HCI), Service Design, Industrial Design, or a closely related field. Equivalent practical experience will also be considered.

Experience: A minimum of 7 years of progressive experience in service design, user experience (UX) design, customer experience (CX) consulting, or a similar design leadership role. Experience within a consulting, Business Process Outsourcing (BPO), or professional services environment is highly advantageous.

Required Skills:

• Demonstrated expertise in leading end-to-end service design engagements, from discovery research to blueprinting and prototyping.

• Proven ability to facilitate complex design thinking and co-design workshops with senior client stakeholders and diverse internal teams.

• Strong command of core service design methodologies, including journey mapping, service blueprinting, persona development, and prototyping techniques.

• Proficiency in utilizing industry-standard design and collaboration tools such as Figma, Miro, and the Adobe Creative Suite.

• Exceptional storytelling and presentation skills, with a proven ability to influence and gain buy-in from senior leadership.

• Experience working with ambiguity and translating complex business problems across strategy, operations, and technology into design solutions.

• Strong analytical and research capabilities, adept at synthesizing both qualitative and quantitative data to inform design decisions.

• Experience in mentoring and developing junior design talent, fostering their growth and contribution to design projects. Preferred Skills:

• Experience with specific enterprise platforms like Adobe Experience Cloud, Microsoft Dynamics, Sitecore, or Optimizely.

• Familiarity with AI-driven design tools and methodologies.

• Understanding of business process re-engineering and operational improvement frameworks.

• Experience in designing for both digital and physical service touchpoints.

• Knowledge of agile development methodologies and how to integrate design into agile workflows.

📝 Enhancement Note: The requirement for 7+ years of experience and the "Lead" title strongly suggest a senior-level role where the candidate is expected to operate with significant autonomy, mentor others, and directly influence client strategy and project outcomes. The explicit mention of "contract opportunity" and "on-site in Chicago 5 days/week" necessitates a candidate who is immediately available and prepared for a full-time, in-person engagement.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio showcasing a minimum of 3-5 complex service design projects, demonstrating end-to-end execution from problem definition to solution realization.

• Each project case study should clearly articulate the business challenge, the user research conducted, the design methodologies applied (e.g., journey maps, service blueprints, prototypes), and the resulting impact.

• Evidence of leading design workstreams, facilitating workshops, and presenting to senior stakeholders should be prominently featured.

• Demonstrations of proficiency with key design tools (Figma, Miro, Adobe Creative Suite) and collaboration platforms.

• Inclusion of examples that showcase an understanding of how designed services integrate with underlying operations and technology systems. Process Documentation:

• Portfolio pieces should reflect a structured approach to design, including documented research findings, user flows, service blueprints, and tested prototypes.

• Emphasis on demonstrating how design decisions were informed by both user needs and business/operational constraints.

• Ability to showcase the iterative nature of the design process, highlighting how feedback was incorporated to refine solutions.

• Examples of how service designs translate into actionable implementation plans for technology and operations teams.

📝 Enhancement Note: For a Lead Service Designer role, the portfolio is paramount. It needs to go beyond simple UX deliverables and showcase strategic thinking, process mapping, and the ability to design holistic service experiences that connect digital and human elements. The emphasis should be on the impact and outcomes achieved through the designed services, particularly in client-facing or employee-facing transformation projects.

💵 Compensation & Benefits

Salary Range: As this is a contract position, compensation will be commensurate with experience and expertise. Based on industry benchmarks for Lead Service Designers with 7+ years of experience in Chicago, IL, a typical hourly rate could range from $70 to $100+ USD. This estimate is derived from aggregated data for similar contract roles in major metropolitan areas, considering the specialized nature of service design and Genpact's standing as a global professional services firm.

Benefits: As a contractor, benefits may vary. Typical offerings for long-term contract roles with reputable firms like Genpact might include:

• Health, dental, and vision insurance options.

• Paid time off (PTO) or holiday pay, potentially accrued based on hours worked.

• Access to professional development resources and training opportunities.

• Potential for contract extension or conversion to a full-time role based on performance and business needs.

• 401(k) plan eligibility (may vary by contract terms).

Working Hours: This position is expected to require approximately 40 hours per week, Monday through Friday. The role requires a daily presence in the Chicago office, necessitating a consistent work schedule aligned with business operations and client needs.

📝 Enhancement Note: Given the contract nature, the absence of a specified salary range requires an estimation. The provided range is based on market data for similar roles in Chicago, IL, reflecting a senior-level, specialized skill set. It is crucial for candidates to clarify the exact benefits package and compensation structure directly with Genpact during the application process.

🎯 Team & Company Context

🏢 Company Culture

Industry: Professional Services / Consulting / Business Process Outsourcing (BPO) / Digital Transformation. Genpact operates at the intersection of technology, data, and business process expertise, serving leading global enterprises.

Company Size: Genpact is a large, global organization with over 125,000 employees across more than 30 countries, indicating a robust infrastructure and a wide range of client engagements.

Founded: Genpact was founded in 1997. Its history as a global leader in business process management and digital transformation shapes its culture towards driving efficiency, innovation, and measurable outcomes for clients.

Team Structure:

• The role is within the "Experience unit" at Genpact (formerly Rightpoint), which focuses on designing and improving employee and customer platforms and interactions.

• This unit likely comprises a mix of strategists, service designers, UX/UI designers, content strategists, and technologists.

• The Lead Service Designer will likely report to a Director or VP within the Experience unit and will collaborate closely with project managers, client strategists, technology leads, and operations specialists.

• Cross-functional collaboration is a key aspect, with designers working alongside business analysts, data scientists, AI specialists, and client-side teams. Methodology:

• Genpact emphasizes data-driven decision-making and the application of digital operations services, including AI, to achieve measurable business outcomes.

• The Experience unit's approach likely integrates human-centered design principles with deep business and industry knowledge to create impactful transformations.

• Workflow optimization, process automation, and the strategic implementation of technology platforms are core to their service delivery.

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

📝 Enhancement Note: Genpact's positioning as a firm that "serves and transforms leading enterprises" suggests a client base that demands high levels of expertise, strategic thinking, and the ability to deliver complex, integrated solutions. The "Experience unit" is likely a strategic growth area, focusing on leveraging design to drive digital transformation and create competitive advantages for clients.

📈 Career & Growth Analysis

Operations Career Level: This is a Lead position, signifying a senior individual contributor role with significant responsibility for design workstreams, client engagement, and potentially mentoring junior staff. It requires a strong strategic thinker who can translate business needs into innovative service designs and guide their implementation.

Reporting Structure: The Lead Service Designer will report to senior leadership within Genpact's Experience unit. They will collaborate closely with various internal teams (strategy, technology, delivery) and external client teams, requiring strong stakeholder management skills.

Operations Impact: The role has a direct impact on client success by designing and improving critical employee and customer experiences. Successful service designs lead to increased client adoption, operational efficiency, customer satisfaction, and ultimately, measurable business outcomes and revenue growth for Genpact's clients.

Growth Opportunities:

• Skill Specialization: Opportunity to deepen expertise in specific areas of service design, digital transformation, or particular industry verticals.

• Leadership Development: Potential to move into management roles within the Experience unit, leading larger teams and more complex engagements.

• Client Relationship Management: Developing strong client relationships can lead to opportunities for greater strategic influence and long-term engagements.

• Broader Consulting Acumen: Exposure to various client challenges and industries will enhance overall consulting and business strategy skills.

• Contract to Full-Time: Successful performance in this contract role could open doors to full-time employment opportunities within Genpact, with access to a comprehensive benefits package and more extensive career development programs.

📝 Enhancement Note: As a contract role, the "growth" aspect is more focused on skill enhancement, project diversity, and potential for future opportunities rather than a traditional corporate ladder. The candidate should view this as an opportunity to expand their portfolio with high-impact client work and demonstrate their leadership capabilities in a demanding consulting environment.

🌐 Work Environment

Office Type: The role requires a full-time, on-site presence in the Chicago office. This suggests a dynamic, collaborative office environment designed to foster teamwork and client interaction.

Office Location(s): Chicago, Illinois, United States. Specific office address details would typically be provided during the interview process.

Workspace Context:

• The workspace is expected to be collaborative, facilitating seamless interaction with fellow designers, strategists, technology experts, and project teams.

• Access to necessary design and collaboration tools (Figma, Miro, Adobe Creative Suite) will be provided.

• The environment is likely fast-paced, characteristic of a consulting firm, with a focus on delivering high-quality work under client deadlines.

• Opportunities for informal knowledge sharing and cross-pollination of ideas among design and consulting professionals.

Work Schedule: The standard work schedule is Monday to Friday, approximately 40 hours per week. While a consistent office presence is mandatory, occasional flexibility might be accommodated based on project needs, but the core requirement is daily on-site engagement.

📝 Enhancement Note: The strict requirement for daily on-site work in Chicago highlights the importance Genpact places on in-person collaboration, client immersion, and the ability to quickly iterate and problem-solve within a team setting. Candidates should be prepared for a highly interactive and potentially demanding office environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess qualifications and alignment with the role's requirements.

• Hiring Manager Interview: A discussion focusing on your experience in service design, leadership capabilities, and understanding of client engagements. Expect questions about your approach to research, blueprinting, and stakeholder management.

• Design Challenge/Case Study: You may be asked to present a detailed case study from your portfolio or tackle a hypothetical service design challenge. This will assess your problem-solving skills, design methodology, and ability to articulate your process and rationale.

• Cross-functional/Team Interview: An opportunity to meet with potential colleagues from strategy, technology, or operations teams to evaluate cultural fit and collaboration style.

• Final Interview: Potentially with senior leadership to discuss strategic alignment and long-term fit.

Portfolio Review Tips:

• Curate Strategically: Select projects that best demonstrate your end-to-end service design capabilities, leadership, and impact on business outcomes. Prioritize complex, multi-stakeholder projects.

• Tell a Story: For each project, clearly articulate the problem, your role, the process, the challenges, the solutions, and the measurable results. Use visuals effectively (journey maps, blueprints, prototypes).

• Highlight Leadership: Showcase instances where you led design workstreams, mentored junior designers, or influenced senior stakeholders.

• Demonstrate Tool Proficiency: Be ready to discuss how you use tools like Figma, Miro, and Adobe Creative Suite to facilitate your work.

• Focus on Impact: Quantify the impact of your designs whenever possible (e.g., improved conversion rates, increased user satisfaction, operational cost savings).

Challenge Preparation:

• Understand Genpact's Context: Research Genpact's "Experience unit" and its focus on digital transformation, AI, and enterprise systems.

• Practice Your Pitch: Be ready to concisely present your most relevant portfolio piece, focusing on the "why," "how," and "what" of your work.

• Anticipate Strategy Questions: Prepare to discuss how you would approach a new client engagement, conduct discovery, and design a service solution that aligns with business goals and operational realities.

• Emphasize Collaboration: Be ready to discuss how you work with strategy, technology, and operations teams, as well as how you manage client expectations.

📝 Enhancement Note: The emphasis on "contract opportunity" and "on-site daily" means the interview process might be expedited. Candidates should be prepared to demonstrate their ability to integrate quickly into a team and hit the ground running, showcasing a strong portfolio that speaks to immediate value.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Adobe Creative Suite (Photoshop, Illustrator, XD), Sketch.

• Collaboration & Workshop: Miro, Mural, Microsoft Teams, Zoom.

• Service Design Specific: Tools for journey mapping, service blueprinting, persona creation (can be within Figma/Miro or specialized software).

Analytics & Reporting:

• While not a primary data analyst role, understanding how to interpret and use data from analytics platforms (e.g., Google Analytics, Adobe Analytics) to inform design decisions is crucial.

• Familiarity with reporting dashboards that track user engagement and service performance. CRM & Automation:

• Understanding how service designs integrate with CRM systems (e.g., Salesforce, Microsoft Dynamics) and automation platforms is beneficial.

• Awareness of how customer journeys are managed and automated within enterprise systems.

📝 Enhancement Note: Proficiency in Figma and Miro is almost certainly a baseline expectation for this role, given their widespread use in modern design and collaboration workflows. The ability to connect design outputs to broader enterprise systems like CRMs and automation platforms is a significant plus, aligning with Genpact's focus on integrated solutions.

👥 Team Culture & Values

Operations Values:

• Client Focus: A deep commitment to understanding and solving client challenges to deliver tangible business value.

• Innovation: Driving new ideas and leveraging technology (including AI) to create cutting-edge experiences and solutions.

• Collaboration: Working effectively across diverse teams (design, strategy, technology, operations) and with clients to achieve shared goals.

• Data-Driven Decisions: Using research and analytics to inform design choices and measure impact.

• Efficiency & Scalability: Designing solutions that are not only effective but also operationally sound and capable of scaling across enterprise environments.

• Integrity & Respect: Upholding high ethical standards and fostering an inclusive environment.

Collaboration Style:

• Cross-functional Integration: Expected to work seamlessly with strategy consultants, technology architects, delivery managers, and client operations teams.

• Workshop Facilitation: Proactive engagement in facilitating workshops to drive consensus and co-create solutions.

• Feedback Culture: Openness to constructive feedback from peers, leadership, and clients, and ability to provide it effectively.

• Knowledge Sharing: Willingness to share best practices, insights, and learnings to elevate the team's capabilities.

📝 Enhancement Note: Genpact's stated values of "integrity, customer focus, and innovation" are likely embedded in the team's daily operations. For this role, the emphasis will be on how these values translate into practical design decisions and client interactions, particularly in driving innovative, customer-centric solutions that are operationally robust.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Client Environments: Working with large, established enterprises often involves navigating complex stakeholder landscapes, legacy systems, and entrenched processes.

• Balancing User Needs with Business Constraints: Effectively translating user desires into solutions that are technically feasible, operationally viable, and financially justifiable.

• Driving Adoption of New Designs: Ensuring that implemented service designs are adopted by both end-users and internal operational teams.

• Measuring ROI of Design: Quantifying the impact of service design initiatives in a way that resonates with business stakeholders.

• Fast-Paced Consulting Demands: Adapting to project-based work, tight deadlines, and evolving client requirements inherent in a consulting setting.

Learning & Development Opportunities:

• Exposure to Diverse Industries: Gain experience across various client sectors, broadening your understanding of different business challenges and operational contexts.

• Advanced Service Design Techniques: Opportunity to work on high-profile projects that push the boundaries of service design practice.

• Cross-Disciplinary Learning: Collaborate with experts in AI, data analytics, cloud computing, and business process optimization, expanding your technical and strategic knowledge.

• Mentorship and Leadership: Develop leadership skills through mentoring junior designers and leading design workstreams.

• Contract-to-Hire Potential: Demonstrating exceptional performance could lead to a full-time role with access to Genpact's formal learning and development programs.

📝 Enhancement Note: This contract role presents a significant opportunity to tackle challenging, high-impact projects within a leading professional services firm. The key is to leverage these challenges as catalysts for professional growth, demonstrating adaptability, strategic thinking, and a results-oriented approach.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service design project where you had to balance competing stakeholder needs. How did you manage this and what was the outcome?" (Focus on stakeholder management, negotiation, and achieving consensus).

• "Walk me through your process for creating a service blueprint for a client facing a significant operational challenge. What key elements would you include?" (Demonstrate understanding of blueprinting, process mapping, and operational integration).

• "How do you ensure that a designed service is not only user-friendly but also operationally feasible and scalable for an enterprise client?" (Highlight collaboration with operations, technology, and understanding of business constraints).

• "Imagine you need to design a new customer onboarding experience. What research methods would you employ, and how would you translate those insights into a service design?" (Showcase research skills and ability to connect insights to actionable design). Company & Culture Questions:

• "What interests you about Genpact's Experience unit and its focus on digital transformation and AI?" (Research the unit's mission and articulate alignment).

• "How do you contribute to a collaborative team environment, especially when working with individuals from different disciplines like strategy and technology?" (Emphasize teamwork, communication, and respect for diverse perspectives).

• "How do you stay updated on the latest trends in service design, CX, and digital transformation?" (Showcase continuous learning and industry engagement). Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, clearly define the problem, your role, the process, the solution, and the impact. Use a consistent framework.

• Highlight Leadership and Collaboration: Explicitly mention instances where you led design efforts, mentored others, or worked effectively with cross-functional teams and clients.

• Quantify Impact: Wherever possible, use metrics to demonstrate the success of your designs (e.g., improved efficiency, increased satisfaction scores, reduced costs).

• Be Ready for Deep Dives: Anticipate detailed questions about your design choices, methodologies, and challenges faced during each project.

• Connect to Genpact: Frame your experience and portfolio examples in a way that demonstrates how you can bring value to Genpact and its clients.

📝 Enhancement Note: Given the contract nature, interviewers will be looking for a candidate who can quickly demonstrate their ability to deliver value. The portfolio presentation should be sharp, concise, and focused on showcasing impactful work that aligns with Genpact's service offerings in digital transformation and operational excellence.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided application link on jobvite.com.

• Customize Your Resume: Tailor your resume to highlight experience in service design, CX consulting, workshop facilitation, and leadership, using keywords from the job description (e.g., service blueprinting, journey mapping, Figma, Miro). Emphasize achievements and quantifiable results.

• Prepare Your Portfolio: Select your strongest, most relevant projects. Ensure each case study clearly outlines the problem, your role, process, solutions, and measurable impact. Be ready to present it confidently.

• Research Genpact's Experience Unit: Understand their focus on digital transformation, AI, and how they integrate strategy, design, and technology. Familiarize yourself with their client success stories.

• Practice Interview Responses: Prepare answers for common service design, leadership, and behavioral questions, and practice articulating your portfolio case studies concisely and impactfully.

⚠️ 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.