{"id":3410594,"url":"https://alion.io/job/weekday-lead-service-designer","title":"Lead Service Designer","company":{"id":7097,"name":"Weekday","domain":"weekday.works","url":"https://alion.io/company/weekday","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":81,"open_postings":92,"ghost_share":0,"stale_share":0.978,"repost_share":0,"time_to_fill_p50_days":6,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Design","role_family":"Design","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":400000,"max":1400000,"currency":"INR","period":"year","gross":null,"usd_annual":14777},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-28T17:42:54Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-31T16:39:21Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"This role is for one of Weekday’s clients\nSalary range: Rs 400000 - Rs 1400000 (ie INR 4 - 14 LPA)\nMin Experience: 1+ years\nLocation: Pune, Maharashtra, India\nJobType: full-time\nWe are seeking an experienced and strategic Lead Service Designer to translate research insights into actionable service designs, implementation-ready blueprints, and fully operational service experiences. The role bridges the gap between research, product, engineering, and operations, ensuring that customer insights are converted into practical service architectures that are implemented, measured, and continuously improved.\nThe Lead Service Designer will own the end-to-end service design lifecycle, from interpreting synthesised research findings and designing customer touchpoints to developing comprehensive service blueprints, driving implementation, and validating real-world performance. The role also involves establishing service design standards, mentoring team members, and collaborating with cross-functional stakeholders to deliver customer-centric, technically feasible, and commercially viable solutions.\nRequirements\nRoles & Responsibilities\n1. Insight-Driven Touchpoint Design\nTranslate research insights into meaningful customer-facing touchpoints and service interactions.\nEnsure every designed touchpoint addresses a validated customer need or identified pain point.\nEvaluate digital experiences against usability principles and established design heuristics.\nPrototype and test touchpoints before incorporating them into final service blueprints.\nEnsure customer journeys and touchpoint designs remain aligned with research findings.\n2. Service Blueprinting\nDevelop comprehensive service blueprints covering customer actions, frontstage interactions, backstage activities, and supporting processes.\nMap the relationships between customer-facing experiences, internal operations, systems, and third-party dependencies.\nMaintain clear interaction, visibility, and internal support boundaries across the service blueprint.\nEnsure all service elements have the necessary operational support and clearly defined ownership.\nKeep customer journey maps and service blueprints aligned throughout the design and implementation process.\n3. Service Architecture & Design Strategy\nTranslate synthesised research insights into implementation-ready service architectures.\nBalance customer desirability, technical feasibility, and business viability when making design decisions.\nReframe research findings into clear design challenges and actionable opportunities.\nCollaborate with product, engineering, operations, and business teams to validate proposed service solutions.\nEnsure service architectures are practical, scalable, and aligned with business objectives.\n4. Blueprint Implementation & Delivery\nOwn the transition from completed service blueprints to live, operational services.\nBreak down blueprint components into actionable implementation activities and coordinate with relevant stakeholders.\nAssign clear ownership for customer actions, frontstage interactions, backstage operations, support processes, and physical evidence.\nTrack implementation progress through defined stages, including design, owner assignment, development, go-live, and validation.\nEnsure customer-facing interactions are supported by the required operational processes, systems, and internal teams before go-live.\nResolve implementation dependencies and coordinate with stakeholders to ensure successful service delivery.\n5. Implementation Tracking & Service Performance\nDefine and implement measurable performance indicators for live service touchpoints, linking each metric to the original research insight and intended outcome.\nMonitor live service performance against established targets and customer experience objectives.\nConduct periodic reviews to identify service gaps, friction points, and underperforming interactions.\nReopen and refine service components when performance does not meet expectations.\nValidate implemented services against their original design intent and drive continuous improvement.\n6. Service Design Standards & Reusable Patterns\nEstablish and maintain service blueprinting standards, quality benchmarks, and implementation-readiness criteria.\nDevelop a reusable library of service patterns, frameworks, and design practices.\nIdentify opportunities to standardise recurring service components across teams and projects.\nReview service design deliverables to ensure consistency, completeness, and operational feasibility.\nMentor service designers and associates, strengthening their capabilities in research translation, blueprinting, and implementation.\n7. Cross-Functional Collaboration & Leadership\nWork closely with research teams to translate quantitative, qualitative, and secondary research into actionable service design opportunities.\nCollaborate with product, engineering, operations, and business stakeholders to implement service architectures.\nFacilitate co-creation sessions with frontstage and backstage owners to develop practical service solutions.\nLead complex, ambiguous, multi-system, and compliance-sensitive service design initiatives.\nAllocate work across the service design team based on project complexity, stakeholder dependencies, and implementation risks.\nDrive alignment across teams to ensure service designs are delivered effectively and perform as intended.\nRequirements & Qualifications\nProven experience in service design, human-centred design, design thinking, UX, or a related discipline.\nStrong understanding of service design methodologies, customer journey mapping, service blueprinting, and service architecture.\nExperience translating research insights into actionable design solutions and implementation-ready deliverables.\nAbility to design and validate customer touchpoints using prototyping, usability testing, and evidence-based design practices.\nStrong understanding of frontstage and backstage operations, support processes, system dependencies, and service delivery workflows.\nExperience driving service design implementation in collaboration with product, engineering, operations, and business teams.\nAbility to define service performance metrics and evaluate live services against intended outcomes.\nStrong stakeholder management, facilitation, communication, and problem-solving skills.\nExperience mentoring team members, reviewing design deliverables, and establishing reusable design standards.\nAbility to manage complex projects involving multiple systems, touchpoints, teams, and operational dependencies.\nMust-Have Skills\nHuman-Centred Design\nDesign Thinking\nGood-to-Have Skills\nService Design\nService Blueprinting\nUX Research\nKey Performance Indicators (KPIs)\nNumber of insight-driven touchpoints designed and validated.\nNumber of complete service blueprints developed from research insights.\nNumber of service architectures meeting customer desirability, technical feasibility, and business viability criteria.\nNumber of service blueprints successfully implemented and taken live.\nNumber of live service touchpoints instrumented and tracked against intended outcomes.\nNumber of reusable service design patterns adopted across teams.\nImprovement in service performance, customer experience, and operational 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