Sutherland is a digital transformation company focused on delivering exceptional experiences for both customers and employees. For 35 years, we have been entrusted with caring for our clients’ customers - a responsibility we believe we should earn every day. We are dedicated to making those experiences as delightful as possible - instantaneous, relevant, predictive, and frictionless. As an early pioneer in robotic automation, we added to our core through steady investment and acquiring key capabilities. Our design capabilities marry human insight, design-thinking, and process engineering. To make these designs come to life as envisioned by our designers, we employ the latest in robotic automation, conversational AI techniques with a range of AI-ML enhanced products and cloud-based platforms.

We believe that the best relationships come from trust and value. In addition to delivering exceptionally engineered experiences, we help our clients improve their productivity, reduce costs, enhance customer loyalty, build additional revenues, reduce time-to-market, and efficiently enter new markets. We also stand by our results. Sixty-one percent of our business is outcome based, ensuring our success is clearly tied to our clients’ success. We think that is pretty simple for our clients to understand, and it adds to trust and transparency. Today, over 60 percent of our revenues come from clients with us for more than 11 years. Forty percent of our revenues come from Fortune-50, and 56 percent from Fortune-500 clients.

Though we have a rich history, our sights are anchored deeply in the future. We are optimistic about the benefits industry and society will see as human–machine collaboration continues to enhance what people can do. Our offerings deliver on this whether they are Sutherland Anywhere, enabling a secure remote work environment or Sutherland Connect, delivering data-rich, omni- channel services. Our deep product and platform expertise is trained on solving human problems before they emerge, and on how we wrap services around them - hiring, training, performance, security and more - to solve problems for our clients from end to end.

We work with clients across industries, including Banking, Financial Services and Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, and Technology, as well as Travel, Hospitality and Logistics.

Our digital backbone spans 144 countries around the world, with 61 delivery centers across 19 countries, handling over 43 million transactions a month for approximately 70 clients. We are a team of 38,000 global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland.

The Lead Service Designer is responsible for leading a cross-functional team to understand the current state of a client and to develop future-state solutions and approaches, including KPIs and roadmaps.

KEY RESPONSIBILITIES:

• Lead key deliverables throughout digital offer creation lifecycle, including user research, value proposition, customer journeys, business model, prototypes, UX, user stories, operating model, go-to-market strategy, and more
• Collaborate across teams internally and with clients to create a cross-disciplinary set of deliverables including service design maps, roadmaps, opportunity analysis and prioritization
• Plan and execute system mapping, customer journeys, scenarios and service specifications.
• Develop frameworks, templates and processes for use in both internal and external clients
• Define and measure success metrics and monitor progress
• Capture and communicate external market situation, competitive landscape, and partnership opportunities
• Analyze research data identifying and generating meaningful insights and behavioral patterns.
• Work closely with researchers, visual and user experience designers contributing to the improvement of the design quality and final user experience.
• Facilitate workshops with heterogeneous groups of clients and stakeholders.
• Create presentations and design strategy documentations.
• Collaborate with product owners and leaders to drive product strategy and the development roadmap.
• Apply quantitative and qualitative techniques to uncover human needs, develop insights, generate concepts, and craft solution with teams

• Minimum of 5+ years direct experience designing complex service design systems for multiple touchpoints projects.
• Minimum of 10 years total experience
• Minimum Bachelor degree
• Strong knowledge of user-centered design processes and passionate about solving complex Service and UX challenges.
• Strong skills in conducting and synthesizing research, insights and findings.
• Strong skills in structuring and visualizing journey maps, service ideation, concept communication and specification.
• Experience in core service design methods and processes

CRITICAL COMPETENCIES:

• Seasoned Service Designer with deep understanding of user experience research.
• Ability to facilitate workshops, set design sprints and hold seminars and training sessions.
• Knowledge of agile approaches and techniques.
• Ability to communicate effectively with different audiences.
• A solid competency in storytelling.
• Comfortable switching gears across strategy, service prototyping, and facilitation.
• Ability to understand the impact of technology on design deliverables.
• Strong interpersonal and client management skills.
• Experience with product management of services from ideation all the way to launch
• Experience being part of multi-disciplinary teams comprised of researchers, strategists, designers, consultants, architects, engineers, and data scientists
• Experience with innovation, agile, and UX project management.
• A love of collaboration and learning.
• A fearless and positive attitude.

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.