Associate Principal Consultant (Lead Design Strategist & Service Designer)

👋🏼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 considerations to guide effective design and business decisions.
• Mentor and support junior designers and contribute to the evolution of design strategy and service design practices.

Bachelor’s or master’s degree in computer science, Information Technology, or a design related field.