Lead Service Designer

Duration: 6 months

Location: Toronto, Canada (Hybrid)

Role Summary:

The Lead Service Designer drives end-to-end design of client experiences across digital and human touchpoints, translating business and customer insight into service blueprints, journey maps, and prototypes that shape Genpact's transformation and consulting engagements. This role leads design workstreams within client pursuits and delivery, mentors designers, and partners with strategy, technology, and operations teams to turn concepts into implementable, measurable solutions.

Key Responsibilities

- Lead end-to-end service design engagements: research, journey mapping, service blueprinting, prototyping, and testing.
- Facilitate discovery and co-design workshops with clients and cross-functional stakeholders.
- Translate qualitative and quantitative research into actionable insights, personas, and journey maps.
- Design and validate service concepts, prototypes, and blueprints, iterating based on user feedback.
- Partner with strategy, technology, and delivery teams to ensure designs are feasible and business-aligned.
- Present design rationale and recommendations to senior client and internal stakeholders.




- Mentor and guide junior designers; contribute to service design methods, tools, and templates.
- Support proposal and pursuit work by shaping design approach and client-facing narratives.

Qualifications

- Bachelor's or Master's degree in Design, HCI, Service Design, or related field (or equivalent experience).
- 7+ years of experience in service design, UX design, or CX consulting, including client-facing roles.
- Proven track record leading design workstreams on complex, multi-stakeholder projects.
- Experience in a consulting, BPO, or professional services setting is a plus.

Skills & Competencies

- Strong command of service design methods: journey mapping, blueprinting, personas, prototyping.
- Proficiency with design and collaboration tools (e.g., Figma, Miro, Adobe Creative Suite).
- Skilled workshop facilitator and storyteller; able to influence senior stakeholders.
- Comfortable working with ambiguity across strategy, operations, and technology contexts.
- Strong analytical and research skills, both qualitative and quantitative.
- People leadership: coaching and developing junior design talent.

📌 Lead Service Designer | UX/CX Consultant (Toronto)
🏢 Apptad
📍 Toronto