Consultant - Service Design

About the role

The Service Design Consultant will support the Customer Solutions practice in delivering transformation projects that improve customer and citizen experiences across sectors such as government, financial services, energy and telecom. Working under senior consultants, you will help translate user insights into practical service improvements while building core consulting and design capabilities.

Key responsibilities

• Support qualitative and quantitative research activities, including interviews, surveys and workshops.
• Assist in creating customer journey maps, service blueprints and pain‑point analyses.
• Develop presentations, reports and other client deliverables.
• Participate in ideation sessions and solution‑design workshops.
• Help coordinate agile project tasks and track action items.
• Conduct benchmarking and industry research to inform recommendations.
• Collaborate with multidisciplinary teams across CX, strategy and technology.

Required profile

• Bachelor’s degree in business, design, engineering, marketing or a related field.
• 1–3 years of experience in consulting, customer experience, service design or digital transformation.
• Prior experience at a Big 4 offshore hub.
• Analytical thinking, structured communication and strong client orientation.
• Learning agility and attention to detail.

Required skills

• Customer journey mapping and service blueprinting (basic proficiency).
• Research and data analysis.
• Presentation development using PowerPoint and Excel.
• Basic understanding of agile and digital product development.
• Familiarity with design‑thinking methodologies.