Web Design UX/UI Analyst

📍 Job Overview

Job Title: Senior Service Design Expert

Company: NTT DATA Services

Location: Bangalore, Karnataka, India

Job Type: Full-time

Category: Service Design / Experience Design / Operations Strategy

Date Posted: September 11, 2026

Experience Level: 5-10 years

Remote Status: Hybrid

🚀 Role Summary

• Lead comprehensive service design engagements, encompassing discovery, concept development, validation, and full-scale implementation across digital and physical touchpoints.

• Define overarching service visions, establish core experience principles, and map target-state customer and employee journeys, identifying key transformation opportunities within the business.

• Conduct in-depth research with customers, employees, and critical business stakeholders to gather insights for service enhancement and innovation.

• Develop and utilize core service design artifacts such as personas, Jobs-to-be-Done, detailed customer/employee journey maps, service blueprints, and ecosystem maps to visualize service interactions and dependencies.

📝 Enhancement Note: The role is clearly positioned as a Senior Service Design Expert, indicating a leadership capacity. Given the emphasis on "business strategy, customer and employee experience, technology, operations, and AI-enabled transformation," this role is deeply embedded within the operational and strategic fabric of NTT DATA, requiring a strong understanding of how design impacts business outcomes and operational efficiency. The mention of "AI-enabled transformation" and specific AI technologies suggests a forward-thinking approach to service delivery.

📈 Primary Responsibilities

• Lead end-to-end service design engagements from discovery through concept, validation, and implementation, ensuring alignment with business objectives.

• Define service vision, establish experience principles, and map target-state journeys, identifying critical transformation opportunities.

• Plan and conduct user research, stakeholder interviews, and contextual inquiry to gather actionable insights for service improvement.

• Create detailed service design artifacts including personas, Jobs-to-be-Done, customer/employee journeys, service blueprints, and ecosystem maps to visualize service interactions and dependencies.

• Identify critical pain points, key "moments that matter," operational dependencies, and significant service improvement opportunities across the customer lifecycle.

• Design future-state services that span web, mobile, digital workplace, assisted service, conversational AI, and AI-enabled channels.

• Identify and integrate opportunities for Generative AI (GenAI), AI Agents, intelligent automation, personalization, proactive support, and decision assistance into service designs.

• Facilitate executive workshops, co-creation sessions, design sprints, and stakeholder alignment activities to drive consensus and action.

• Collaborate closely with UX, Product Management, Technology, Data Science, AI, Operations, and various Business teams to ensure holistic service design.

• Define key experience metrics, Experience Level Agreements (XLAs), Key Performance Indicators (KPIs), and establish continuous improvement mechanisms for service delivery.

• Present strategic recommendations, transformation roadmaps, and service design outcomes to senior leadership and key stakeholders.

📝 Enhancement Note: The responsibilities are extensive and cover the full lifecycle of service design, from strategic definition to tactical execution and measurement. The emphasis on AI, automation, and operational integration highlights the role's connection to revenue operations and GTM strategies by aiming to improve customer and employee efficiency and satisfaction, which directly impacts business performance.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Business, or a related field is typically expected for a Senior role of this nature.

Experience: 5+ years of progressive experience in Service Design, Experience Design, UX Strategy, Customer Experience (CX), or Design Consulting. Proven track record in leading complex, enterprise-level Service Design programs.

Required Skills:

• Service Design Expertise: Demonstrated proficiency in journey mapping, service blueprinting, systems thinking, ecosystem design, experience strategy, and operating model design.

• Research Methodologies: Strong experience in user research, stakeholder interviews, contextual inquiry, research synthesis, persona development, and Jobs-to-be-Done frameworks.

• Facilitation & Collaboration: Proven ability to lead design thinking workshops, co-creation sessions, design sprints, and executive-level workshops, effectively managing stakeholder alignment and ideation.

• Emerging Experience Design: Experience or strong understanding of AI Experience Design, Human-AI Interaction, Conversational AI, Agentic Experience Design, and digital service transformation principles.

• Consulting Acumen: Excellent strategic thinking, executive storytelling, transformation roadmap development, opportunity prioritization, and proposal development skills.

• Cross-functional Collaboration: Experience working effectively across multiple business functions, technologies, channels, and operational teams.

• Communication: Strong workshop facilitation, stakeholder management, and executive communication skills.

• Solution Design: Ability to translate complex research findings and strategic insights into practical, scalable, and innovative service solutions.

Preferred Skills:

• Experience in AI Experience Design / Agentic AI.

• Deep understanding of Digital Workplace / Employee Experience design.

• Proven success in Customer Experience (CX) Transformation initiatives.

• Experience with Service Desk / Contact Center Transformation.

• Familiarity with Enterprise SaaS platforms.

• Domain knowledge in Healthcare or Financial Services industries.

• Experience with ServiceNow or IT Service Management (ITSM) best practices.

• Expertise in Omnichannel Experience design.

• Proficiency in Experience Measurement and XLA frameworks.

• Knowledge of Accessibility and Inclusive Design principles.

📝 Enhancement Note: The required skills list is comprehensive and directly maps to the responsibilities. The "Preferred Experience" section provides excellent guidance on specialized areas that would make a candidate stand out, particularly those related to AI, specific industry domains, and ITSM tools like ServiceNow, which are critical in operational environments.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Program Leadership: Showcase examples of leading complex, enterprise-wide Service Design programs from initiation to successful implementation, highlighting your role and impact.

• Artifactual Depth: Include a range of detailed artifacts such as current and future-state journey maps, comprehensive service blueprints, ecosystem maps, and personas, clearly illustrating your design process and thinking.

• Problem-Solution Framing: Present case studies that clearly articulate a business or user problem, your approach to understanding it (research, analysis), and the design solutions (service concepts, prototypes) you developed to address it.

• Impact & Measurement: For each case study, include evidence of the impact of your design work, such as improved metrics (e.g., reduced effort, increased satisfaction, faster resolution), and explain how these were measured.

• AI & Innovation: Highlight any projects where you integrated AI, automation, or emerging technologies into service designs, demonstrating your ability to innovate and leverage future-state capabilities.

Process Documentation:

• Methodology Showcase: Clearly document the Service Design methodologies you employed in your portfolio projects, such as Design Thinking, Lean Service Design, or Agile Service Design, explaining why certain approaches were chosen.

• Workflow Optimization Evidence: For each project, detail how your designs aimed to simplify workflows, reduce operational friction, and improve efficiency for both customers and employees.

• System Integration Thinking: Illustrate how your service designs considered the integration of various systems (e.g., CRM, AI platforms, backend operations) and channels to create a seamless experience.

• Continuous Improvement Frameworks: Demonstrate how your designs incorporated mechanisms for ongoing measurement, feedback collection, and iterative improvement of the service.

📝 Enhancement Note: For a Senior Service Design Expert role, a robust portfolio is critical. It needs to go beyond just showcasing visual design and delve into the strategic and operational aspects of service transformation. The emphasis on "process" and "systems" here is key for operations-minded candidates to understand what NTT DATA will be looking for – evidence of structured thinking, measurable results, and an understanding of how services operate within larger business and technology ecosystems.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Senior Service Design Expert with 5-10 years of experience in a major tech hub like Bangalore, India, the estimated annual salary range would be ₹15,00,000 to ₹25,00,000 (Indian Rupees). This range is subject to variation based on the candidate's specific experience, skills, and the final negotiation.

Benefits:

• Comprehensive health insurance coverage for employees and dependents.

• Retirement savings plans (e.g., Provident Fund).

• Paid time off including annual leave, sick leave, and public holidays.

• Opportunities for professional development, training, and certifications in cutting-edge technologies like AI and advanced design methodologies.

• Access to NTT DATA's global network of experts and resources.

• Potential for performance-based bonuses and incentives.

• Employee assistance programs (EAP) for well-being support.

• Hybrid work model offering flexibility between office and remote work.

Working Hours: The standard working hours are typically 40 hours per week, from Monday to Friday, with flexibility often available to accommodate project needs and personal work-life balance, especially within the hybrid work arrangement.

📝 Enhancement Note: The salary range provided is an estimate based on typical compensation for senior roles in the IT and consulting sector in Bangalore. NTT DATA, as a large global organization, is expected to offer a competitive benefits package that aligns with industry standards. The mention of "AI and advanced design methodologies" in professional development is a significant perk for operations professionals looking to stay ahead.

🎯 Team & Company Context

🏢 Company Culture

Industry: NTT DATA operates within the Information Technology and Services sector, providing a broad spectrum of digital transformation, consulting, and managed services to clients across diverse industries such as financial services, healthcare, public sector, and telecommunications. This broad industry reach means exposure to varied operational challenges and solutions.

Company Size: NTT DATA is a large enterprise, classified as having 10,000+ employees. This scale implies robust internal processes, a structured career progression framework, and opportunities for involvement in large-scale, impactful projects. For operations professionals, this means working within established frameworks but also having the potential to influence and optimize significant operational areas.

Founded: NTT DATA was founded in 1967 (as Nippon Telegraph and Telephone Public Corporation's Data Communications Division), evolving significantly over decades. This long history suggests stability, deep industry knowledge, and a strong foundation in technology and service delivery, which informs its operational maturity and approach to innovation.

Team Structure:

• The Service Design team likely operates as a Center of Excellence (CoE) or embedded within larger digital transformation or customer experience units, comprising specialists in various design disciplines.

• Reporting structure will likely involve a Senior Manager or Director of Service Design, with this role reporting into them and potentially managing or mentoring junior designers.

• Cross-functional collaboration is paramount, with close working relationships expected with Product Management, UX/UI design teams, Engineering, Data Science, AI specialists, Business Analysts, and Operations leaders across client engagements and internal initiatives. Methodology:

• Data-Driven Insights: Emphasis on using data analytics, user research, and performance metrics to inform design decisions and validate service improvements.

• Agile & Iterative Processes: Adoption of agile methodologies for rapid prototyping, testing, and iterative development of service solutions.

• Human-Centered Design: A core philosophy of prioritizing user needs (customer and employee) throughout the design and operationalization process.

• Strategic Alignment: Ensuring all design initiatives are tightly aligned with broader business strategies, operational goals, and technological capabilities.

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

📝 Enhancement Note: Understanding NTT DATA's scale and history is crucial for operations professionals. It suggests a company with established processes that require skilled individuals to optimize and innovate within. The emphasis on diverse industries means this role will likely touch upon a wide range of operational contexts, offering broad experience.

📈 Career & Growth Analysis

Operations Career Level: This role is at a senior individual contributor or lead level within the Service Design and Experience Strategy domain. It requires not just execution but also strategic leadership, influencing organizational direction, and driving transformation. The scope extends beyond individual projects to shaping service vision and operational models.

Reporting Structure: The Senior Service Design Expert will likely report to a Director or VP of Service Design or Digital Transformation. They will collaborate extensively with peers in Product, Technology, and Business Operations, and may mentor or guide junior designers or analysts.

Operations Impact: The role's core function is to improve operational efficiency, customer satisfaction, and employee experience through strategic service design. This directly impacts revenue by enhancing customer loyalty, reducing service costs, increasing digital adoption, and enabling more proactive and personalized customer interactions. The integration of AI and automation capabilities further amplifies this impact by driving scalability and cost optimization within operations.

Growth Opportunities:

• Leadership Progression: Potential to advance into management roles, such as Head of Service Design, Director of CX Strategy, or lead architect for large-scale transformation programs.

• Specialization: Opportunity to deepen expertise in niche areas like AI Experience Design, Digital Workplace Strategy, or industry-specific service transformation.

• Consulting Acumen Development: Continued growth in strategic consulting skills, client relationship management, and business development within NTT DATA's client-facing engagements.

• Cross-Functional Expertise: Gaining deeper knowledge in adjacent areas like Product Management, AI/ML, Data Analytics, and Business Operations through collaborative projects.

📝 Enhancement Note: For operations professionals, understanding the career trajectory is key. This role offers a clear path from senior contributor to leadership, with opportunities to specialize or broaden expertise. The emphasis on "operations impact" highlights how this design-focused role directly contributes to core business objectives, making it attractive to those who want to see tangible results from their work.

🌐 Work Environment

Office Type: NTT DATA offers a hybrid work environment. This means that while the role is based in Bangalore, employees will likely split their time between working remotely and attending office-based meetings, workshops, and collaborative sessions. The office environment is designed to foster collaboration, innovation, and team cohesion.

Office Location(s): The primary office location is Bangalore, Karnataka, India. Specific details about office amenities, accessibility, and facilities would be available upon inquiry or during the interview process.

Workspace Context:

• The workspace is expected to be collaborative, with open areas for team discussions and dedicated spaces for focused work, design sprints, and client presentations.

• Access to standard design and productivity tools (Figma, Miro, PowerPoint) will be provided, along with potential access to specialized AI prototyping tools.

• Opportunities for regular interaction with a diverse team of designers, strategists, technologists, and business stakeholders will be abundant, fostering a dynamic and intellectually stimulating environment.

Work Schedule: The typical work schedule is Monday to Friday, approximately 40 hours per week. However, flexibility is often a feature of hybrid roles, allowing for adjustments based on project deadlines, client needs, and personal work-life balance, within the framework of maintaining operational coverage and collaboration.

📝 Enhancement Note: The hybrid work model is a significant factor for many professionals. For this role, it implies a balance between focused individual design work (potentially better done remotely) and essential in-person collaboration for workshops, brainstorming, and stakeholder engagement, which is critical for successful service design and operational alignment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will likely conduct an initial screening to assess basic qualifications, experience, and cultural fit. Be prepared to briefly discuss your career path and interest in NTT DATA.

• Hiring Manager Interview: This interview will focus on your experience in Service Design, leadership capabilities, and strategic thinking. Expect questions about your approach to complex problems, stakeholder management, and driving transformation.

• Portfolio Review & Technical Interview: This is a crucial stage where you will present your portfolio. Be ready to walk through 2-3 key projects, detailing your process, role, challenges, solutions, and measurable outcomes. This will likely involve a panel including design leads, technologists, and potentially operations stakeholders.

• Case Study/Design Challenge: You may be given a specific problem or scenario to analyze and present a high-level service design approach for. This assesses your problem-solving skills, strategic thinking, and ability to apply methodologies under pressure.

• Final Round: This may involve discussions with senior leadership to assess strategic alignment, cultural fit, and overall suitability for the senior role.

Portfolio Review Tips:

• Curate Strategically: Select projects that best demonstrate your leadership in Service Design, your ability to handle complex enterprise challenges, and your experience with AI and operational integration.

• Tell a Story: For each project, articulate a clear narrative: the problem, your role, the process (research, ideation, design), the solution, and the impact (quantifiable results).

• Highlight Operations Impact: Explicitly connect your design decisions to improvements in operational efficiency, customer/employee effort reduction, and business outcomes.

• Showcase Artifacts: Present high-quality examples of journey maps, service blueprints, personas, and any prototypes or concept designs.

• Be Prepared for Questions: Anticipate questions about your design choices, how you handled conflicting stakeholder feedback, and how you measured success.

Challenge Preparation:

• Understand the Context: If given a case study, quickly grasp the business context, user needs, and operational constraints.

• Structure Your Approach: Outline your thought process clearly, starting with problem framing, then research/discovery, ideation, solution design, and finally, how you'd measure success and implement.

• Focus on Process: Emphasize your methodology and how you would involve stakeholders and leverage data.

• Consider AI/Automation: Think about how emerging technologies could be leveraged to enhance the proposed service solution.

📝 Enhancement Note: This detailed breakdown of the interview process and portfolio expectations is vital for operations professionals. It emphasizes the need to demonstrate not just design skills but also a strategic, data-driven, and results-oriented approach that aligns with operational goals. Highlighting the "Operations Impact" in the portfolio is a key differentiator.

🛠 Tools & Technology Stack

Primary Tools:

• Figma & FigJam: Essential for wireframing, prototyping, user interface design, and collaborative ideation sessions. Proficiency in these tools is expected for creating visual designs and interactive prototypes.

• Miro: A widely used online collaborative whiteboard platform, critical for remote workshops, journey mapping, service blueprinting, brainstorming, and synthesizing research findings.

• Microsoft PowerPoint: Standard for creating presentations, proposals, and roadmaps for executive stakeholders.

• AI Prototyping Tools: Familiarity with emerging tools for prototyping AI-driven experiences, conversational interfaces, or agentic systems will be highly advantageous.

Analytics & Reporting:

• While not explicitly mentioned as a primary design tool, understanding how to interpret data from analytics platforms (e.g., Google Analytics, Adobe Analytics) and customer feedback tools is important for informing design decisions and measuring impact.

• Proficiency in creating clear and compelling reports and dashboards (potentially using tools like Tableau, Power BI, or even advanced Excel) to communicate findings and recommendations to stakeholders. CRM & Automation:

• Understanding the principles behind CRM systems (e.g., Salesforce, Microsoft Dynamics) and automation platforms (e.g., Zapier, Workato) is beneficial, as service designs often need to integrate with or influence these systems to automate processes and manage customer data effectively.

• Familiarity with ITSM tools like ServiceNow is a plus, especially for designing service desk and IT support experiences.

📝 Enhancement Note: The tools listed are standard for UX/Service Design. For operations professionals, it's important to note the emphasis on collaborative tools (Miro, FigJam) and the forward-looking inclusion of "AI prototyping tools." Demonstrating an understanding of how designs integrate with CRM and automation systems will be a significant advantage.

👥 Team Culture & Values

Operations Values:

• Customer & Employee Centricity: A deep commitment to understanding and improving the experiences of both external customers and internal employees, driving empathy-led design.

• Innovation & Forward-Thinking: Encouraging the exploration and adoption of new technologies, particularly AI and automation, to create future-ready services.

• Collaboration & Teamwork: Fostering an environment where cross-functional teams work together seamlessly, sharing knowledge and expertise to achieve common goals.

• Data-Driven Decision Making: Relying on research, analytics, and measurable outcomes to guide design choices and demonstrate value.

• Excellence & Impact: Striving for high-quality design solutions that deliver tangible business results and positive societal impact.

Collaboration Style:

• Cross-Functional Integration: Proactive engagement with diverse teams (Product, Tech, AI, Operations, Business) to ensure holistic service design that considers all facets of delivery and experience.

• Open Feedback Culture: Encouraging constructive feedback loops throughout the design process, from peer reviews to stakeholder critiques, to refine solutions.

• Agile & Iterative Approach: Embracing flexibility and continuous improvement, with a willingness to experiment, learn, and adapt designs based on new insights or changing requirements.

• Knowledge Sharing: Promoting the sharing of best practices, learnings, and insights across teams and projects to elevate collective capability.

📝 Enhancement Note: The values and collaboration style align well with a modern, progressive tech organization focused on both human experience and business outcomes. For operations professionals, the emphasis on "data-driven decision making," "collaboration," and "impact" resonates strongly with the core principles of effective revenue and sales operations.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complexity: Service design in large enterprises like NTT DATA involves intricate stakeholder landscapes, legacy systems, and diverse business needs. Translating these complexities into coherent, user-centered service designs requires strong strategic thinking and negotiation skills.

• Driving AI Adoption: Successfully integrating and driving adoption of AI-enabled services requires not only excellent design but also effective change management and user education.

• Measuring ROI of Design: Quantifying the exact return on investment for service design initiatives, especially those focused on experience, can be challenging but is crucial for securing ongoing investment and demonstrating value.

• Balancing Innovation with Scalability: Designing innovative services that are also practical, scalable, and operationally feasible within existing or evolving infrastructure.

Learning & Development Opportunities:

• Advanced AI/GenAI Training: Opportunities to deepen expertise in designing for cutting-edge AI technologies and generative AI applications.

• Industry-Specific Deep Dives: Exposure to various industry verticals (Healthcare, Finance, etc.) can lead to specialized knowledge in designing services for those sectors.

• Leadership and Strategy Development: Formal and informal training in strategic consulting, executive communication, and program leadership.

• Certification Programs: Potential for certifications in Service Design, Design Thinking, Agile methodologies, or specific technology platforms relevant to NTT DATA's offerings.

• Mentorship: Access to experienced leaders within NTT DATA for guidance on career progression and skill development.

📝 Enhancement Note: The challenges identified are common in senior operations and design roles within large organizations. The growth opportunities are particularly relevant for those looking to blend design expertise with operational impact and emerging technology trends.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a complex service design transformation. What was your approach, what were the key challenges, and what was the measurable business impact?" (Focus on your strategic process, stakeholder management, and outcome articulation.)

• "How do you approach designing for AI-enabled services? What are the unique considerations compared to traditional digital services?" (Highlight your understanding of human-AI interaction, ethical AI, and proactive service delivery.)

• "Imagine we need to redesign our customer onboarding process to be more efficient and engaging using AI. What would be your initial steps and key considerations?" (Demonstrate your structured approach, ability to identify opportunities for AI, and focus on user experience and operational efficiency.) Company & Culture Questions:

• "What attracts you to NTT DATA and this specific role within our organization?" (Research NTT DATA's mission, values, recent news, and connect it to your career aspirations and operational interests.)

• "How do you ensure your service designs align with business objectives and operational realities?" (Emphasize your collaborative approach, data-driven methodology, and understanding of business drivers.)

• "Describe your experience working with different business functions and senior stakeholders. How do you manage differing priorities?" (Showcase your communication, negotiation, and influence skills.) Portfolio Presentation Strategy:

• Structure for Impact: For each case study, use a clear problem-solution-impact framework. Start with the business context and user need, detail your design process and key artifacts, present the solution, and conclude with quantifiable results and lessons learned.

• Quantify Everything Possible: Wherever possible, use metrics and data to demonstrate the success of your designs (e.g., "reduced customer effort by X%", "increased digital adoption by Y%", "streamlined process leading to Z% faster resolution").

• Showcase Your Role: Be explicit about your contributions and leadership within team projects.

• Connect to Operations: Explain how your design choices directly impact operational efficiency, cost reduction, or revenue generation. For example, "This automated workflow reduced manual processing time by X hours per week for the operations team."

• Engage Your Audience: Make it a conversation, not a monologue. Be prepared to discuss your choices and answer probing questions about your methodology and outcomes.

📝 Enhancement Note: These interview questions and preparation tips are tailored to a senior role that bridges design, strategy, and operations. The emphasis on "measurable impact," "AI," and "operational efficiency" is crucial for candidates to prepare thoroughly.

📌 Application Steps

To apply for this Senior Service Design Expert position:

• Submit your application through the NTT DATA Careers portal using the provided link.

• Portfolio Customization: Tailor your resume and cover letter to highlight your 5+ years of experience in Service Design, leadership in complex programs, and specific expertise in areas like AI Experience Design, journey mapping, and service blueprinting.

• Portfolio Curation & Practice: Select 2-3 of your most impactful projects that demonstrate end-to-end service design leadership, clear operational impact, and experience with AI/automation. Practice presenting these projects, focusing on the narrative, your specific contributions, and quantifiable results.

• Company Research: Thoroughly research NTT DATA's services, client industries, recent news, and their stated commitment to innovation and digital transformation. Understand their approach to AI and customer experience.

• Prepare for a Strategic Conversation: Anticipate questions that go beyond design execution and focus on strategic thinking, business acumen, operational awareness, and leadership capabilities. Be ready to discuss how service design drives business value and operational efficiency.

⚠️ 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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