Lead Service/Experience Designer

NTT DATA Services•Remote, TX

3d•$116,775 - $216,250•Remote

About The Position

We are currently seeking a Lead Service/Experience Designer to join our team in Remote, Texas (US-TX), United States (US).Service Design/Experience Lead Launch by NTT DATA We help leading organizations deliver world-class products, experiences and strategies that unlock new opportunities. Launch What's Next in Service Design We're looking for a Service Design Lead who thrives on turning complex business challenges into breakthrough customer experiences. You'll join our rapidly growing Service Design practice---part of Launch's strategic transformation toward human-centered AI experiences that drive measurable business impact. This isn't about optimizing touchpoints. This is about redesigning how organizations create value---connecting human needs with business strategy to unlock growth that matters.

Requirements

10+ years leading service design projects in consulting, agency, or enterprise environments
You've managed complex stakeholder relationships, delivered strategic recommendations that executives actually implemented, and seen your work create measurable business outcomes. You're ready to step into leadership-level client engagement while building the practice alongside our Senior Director.
Client services excellence: You know how to balance service design rigor with practical business constraints. You've presented to C-suite executives, managed project timelines and budgets, and built trust with clients who come back for more.
Systems thinking mastery: You see the full ecosystem---from employee experiences to customer journeys to business process optimization. You understand how organizational culture, technology capabilities, and market dynamics interconnect.
Collaborative leadership: You inspire multidisciplinary teams and work effectively with strategists, researchers, product managers, and engineers. You know when to lead and when to support.
Business development mindset: You can identify expansion opportunities within existing client relationships and contribute to new business development through portfolio development and thought leadership. Experience crafting winning responses to RFPs and sales opportunities in complex B2B environments.
Bachelor’s in business, design, engineering, or related. MBA/MS a plus.
10+ years of experience in strategy, product, or innovation consulting.
10+ years of experience with command in business acumen: business principles, financial analysis and market dynamics
10+ years of experience in business design toolset: BMC/Lean Canvas, TAM/SAM/SOM, service blueprinting.
10+ years of experience with Agile, JTBD, Design Thinking, Lean Start-Up.
10+ years of expertise with analytical chops (Excel, SQL, or BI tools) and storytelling skills (PPT, Miro, Figma, etc.).
10+ years of experience with enterprise digital ecosystems and emerging tech
Portfolio demonstrating strategic service design leadership with measurable business impact
Case studies showing complex stakeholder management and cross-functional collaboration
Examples of service design work that spans multiple touchpoints and organizational systems

Nice To Haves

MBA/MS a plus.

Responsibilities

Lead Strategic Client Transformation: Own end-to-end service design engagements with Fortune 500 clients. Navigate complex organizational dynamics, align stakeholders across business units, and champion service design as the catalyst for transformation. You'll manage project teams while contributing to the broader development of Launch's service design practice.
Expand Into Growing Industries: Lead service design initiatives in high-growth sectors including healthcare and government. Bring design expertise to support pursuit success in these critical markets while maintaining excellence in practice and delivery responsibilities. Own responses to sales opportunities for service design, crafting compelling proposals that demonstrate our unique value proposition in transforming public and private sector organizations.
Deliver Measurable Business Impact: Design end-to-end service ecosystems that span digital and physical touchpoints. Create service blueprints, journey maps, and transformation roadmaps that drive measurable revenue growth and operational efficiency for clients---not just beautiful deliverables.
Drive Cross-Practice Excellence: Collaborate seamlessly with our Visual Design (Storytelling) and Product Design (Pathmaking) teams. You'll help orchestrate the complete design toolkit---using service insights to inform brand narratives and scalable product experiences.
Develop Emerging Talent: Mentor junior designers and help elevate talent from UX and research backgrounds into service design roles. Build the next generation of strategic thinkers who can connect business strategy with human experience.
Expand Client Relationships: Identify opportunities for deeper engagement within existing client relationships. Contribute to business development through portfolio development, thought leadership, and strategic relationship building.