Associate Principal Consultant Lead Design Strategist & Service Design

Job description

**We're Nagarro.** We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at a scale across all devices and digital mediums, and our people exist everywhere in the world (18000+ experts across 36 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in! **Requirements** - Minimum 9 years of experience in Design Strategy, Service Design, Experience Design, or related disciplines. - Proven experience leading design strategy initiatives across complex, multi-stakeholder, enterprise-scale programmes. - Strong expertise in defining future-state service visions that balance user desirability, business viability, and delivery feasibility. - Demonstrated experience creating design principles, experience frameworks, service visions, operating model recommendations, and strategic design artefacts. - Ability to define programme-level measurement frameworks, business outcomes, service KPIs, and behavioural performance metrics. - Experience establishing and governing design guardrails, decision criteria, and strategic frameworks throughout programme delivery. - Deep expertise in end-to-end service design across digital and non-digital channels. - Strong experience in service blueprinting, journey mapping, ecosystem mapping, service concept development, and prototyping. - Proven capability to design both frontstage customer experiences and backstage operational processes, systems, roles, data flows, and governance structures. - Ability to operate effectively across multiple levels of abstraction, from strategic vision setting to detailed service design execution. - Strong grounding in qualitative and quantitative research methodologies and evidence-based decision making. - Expertise in translating research findings into strategic insights, service opportunities, and organisational recommendations. - Experience developing measurement frameworks that include service performance, customer outcomes, cost-to-serve, total cost of ownership, and operational efficiency metrics. - Advanced facilitation and stakeholder management skills with the ability to lead senior executive workshops and co-design sessions. - Experience working in large matrixed organisations, transformation programmes, and organisational change initiatives. - Ability to create strategic deliverables that effectively communicate with both design and non-design stakeholders. - Strong commercial acumen with the ability to connect design decisions to measurable business outcomes and value creation. - Exceptional systems-thinking capability with the ability to understand and manage complex service ecosystems. - Experience operating within consulting, professional services, agency, or enterprise transformation environments. - Proven experience delivering services across both digital and physical channels. - Experience working on enterprise transformation, operating model redesign, technology-enabled service delivery, or large-scale service innovation programmes. - Exposure to multiple industry sectors such as Financial Services, Public Sector, Healthcare, Retail, Professional Services, or Technology is preferred. - Understanding of technology ecosystems including enterprise architecture, APIs, data platforms, AI, Agentic AI capabilities, and platform-based service models. - Experience contributing to design operations, design governance, or the evolution of design functions is highly desirable. - Demonstrated experience mentoring and developing design practitioners within programme environments. - Excellent communication, storytelling, stakeholder influence, negotiation, and leadership skills. - Ability to maintain strategic direction, influence without authority, and deliver outcomes in ambiguous and rapidly evolving environments. **Responsibilities** - Define and articulate a compelling, evidence-based vision for end-to-end services and experiences across large-scale transformation and innovation programmes. - Lead design strategy initiatives that align user needs, business objectives, and organisational feasibility. - Establish measurable outcome frameworks, service performance indicators, business KPIs, and success metrics to demonstrate the value of design decisions. - Develop and maintain design principles, experience frameworks, service visions, and strategic roadmaps. - Create and implement design guardrails, governance models, and decision-making frameworks to ensure delivery remains aligned with strategic objectives. - Conduct end-to-end service design activities including journey mapping, service blueprinting, ecosystem mapping, concept development, prototyping, and co-design facilitation. - Design and optimise services spanning digital, physical, operational, and human touchpoints. - Translate qualitative and quantitative research insights into actionable strategic recommendations and service improvements. - Facilitate executive workshops, stakeholder alignment sessions, cross-functional collaboration forums, and design critique sessions. - Collaborate with senior leaders, product managers, engineers, architects, operations teams, and multidisciplinary delivery squads. - Drive organisational transformation initiatives, service innovation programmes, operating model redesign, and digital-physical service integration efforts. - Produce strategic artefacts including design strategies, service blueprints, measurement frameworks, design briefs, decision logs, and programme narratives. - Influence programme governance, delivery roadmaps, enterprise architecture discussions, and change management initiatives through a design-led approach. - Navigate ambiguity within large matrixed environments and create clarity, alignment, and strategic direction for stakeholders. - Balance desirability, feasibility, and viability considerati