Principal Consultant – Experience, Service Design & Process Research Job at Infosys
Infosys Consulting, the management and technology consulting unit of Infosys Ltd, is seeking a Principal Consultant – Experience, Service Design & Process Research.
What makes Infosys a wonderful place to work:
We are a highly collaborative and entrepreneurial organization. Our practice and our company share the reflection of our operational believe that diversity, inclusion, and shared values are key to building extraordinary teams. We hire people with broad and deep skillsets, talent, abilities, and potential, and we are building our practice with the specific intent to ensure our people can thrive both professionally and personally.
Who you’ll collaborate with at Infosys:
Infosys Experience Transformation & Innovation is Infosys Consulting’s global community of service design practitioners, business consulting specialists, and technology strategists who partner with our own sales, systems architects, data scientists, and delivery leaders to ensure our work yields the greatest impact on our clients’ digital transformations.
Our consultants are:
Preferred Qualifications:
The Principal Consultant – Service Design & Process Research will:
About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.
What makes Infosys a wonderful place to work:
We are a highly collaborative and entrepreneurial organization. Our practice and our company share the reflection of our operational believe that diversity, inclusion, and shared values are key to building extraordinary teams. We hire people with broad and deep skillsets, talent, abilities, and potential, and we are building our practice with the specific intent to ensure our people can thrive both professionally and personally.
Who you’ll collaborate with at Infosys:
Infosys Experience Transformation & Innovation is Infosys Consulting’s global community of service design practitioners, business consulting specialists, and technology strategists who partner with our own sales, systems architects, data scientists, and delivery leaders to ensure our work yields the greatest impact on our clients’ digital transformations.
Our consultants are:
- Highly experienced, expert practitioners who have joined from leading agencies, management consulting firms, in-house product and service design centers, and SaaS technology platforms.
- Laser-focused on delivering data-rich, actionable CX and EX service design solutioning with a high bias toward action and outcome.
- Driven by the passion for helping clients innovate with new ways to design & test, outperform the competition, and sustain the delivery of exceptional customer and employee engagement and enrichment programs.
Preferred Qualifications:
- The ideal candidate will have a minimum 7+ years working experience
- Bachelor's degree in a related field such as Human-Computer Interaction, Graphic Design, or Psychology and/or equivalent work experience.
- Significant years of relevant experience in UX, service design, and user research, with a proven track record of leading and managing global 50+ person teams.
- Multiple years of B2B or B2B2C-oriented process and service design experience; experience as a service design lead at a management consulting firm, high tech SaaS enterprise, or manufacturing company preferred.
- Experience influencing technology client relationships at mid-senior executive level. Ability to present and interact with all levels of management.
- Experience orchestrating work within larger teams; a leader with proven managerial abilities; excellent team leadership and interpersonal skills; ability to coach, mentor, and train others.
- Proven track record of building, training, and developing a high-performing team; ability to lead and motivate the organization to achieve tactical and strategic goals in a matrix organization.
- Customer outcome focused results and a proven track record in shipping customer and employee value.
- Strong knowledge of user-centered design methodologies and best practices, including usability testing, user research, and user journey mapping.
The Principal Consultant – Service Design & Process Research will:
- The ideal candidate will be comfortable managing and executing end-to-end service design endeavors for front-office, mid-office, and back-office functions of B2B or B2B2C enterprises including user research, facilitation, process & journey mapping, concept generation, storyboarding, industry best practices, and product fitment assessment.
- The strongest candidates are experts in key business process (e.g., Quote and Order Entry, Procurement, Warehouse Management) and deeply passionate about understanding how data and technology influence human behavior.
- Able to define business functional process flows and create process decompositions in the front, middle, and back office.
- Will be able to manage and collect capabilities related to process flows
- Facilitate and bring to closure key business design decisions that have significant impacts on a company’s operations
- Will be passionate about using emerging technologies to solve problems, have experience in high tech and/or product manufacturing industries, and are interested in learning more about Artificial Intelligence and Cloud-based Platforms.
- Expect to drive and coordinate the service design process for your products and gain consensus across Infosys’ internal collaborators (Product Management, Engineering, Delivery, Consulting Leaders, et al), and client stakeholders.
- Create and review process designs and capabilities required for process steps
- Lead the development and execution of the product design, service design, and user research strategy and iterative north star experience for clients in business and IT roles.
- Ensure alignment with the overall product & service roadmap and wider business goals.
- Coach and lead other design team members, providing guidance and support to help them grow and develop in their roles.
- Collaborate with cross-functional teams to define and prioritize strategic user research and design needs; ensure that research insights inform process design decisions.
- Oversee the design and testing of process maps, user journeys, data flow diagrams, prototypes, wireframes, and blueprinting “to-be” state service designs to ensure they meet user needs, systems utilization expectations, and broader business objectives.
- Identify and implement best practices and processes for UX, service design, and user research, ensuring that the team is operating efficiently and effectively.
- Work with stakeholders across the organization to drive the adoption of wider CX and EX strategy and design best practices.
- Continuously iterate and improve the end-to-end customer journey in partnership other functions.
About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.
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