Design Thinking Lead

Location: Bengaluru
Experience: 7-15 years in service, system, and human-centered design
Compensation: Competitive

eGov

eGov is a multi-disciplinary team of technologists, policy thinkers, program specialists, and problem solvers united by a shared mission to reimagine how essential public services are designed and delivered, making them equitable, accessible, and transparent for all.

Role

The Design Thinking Lead will champion a human-centred, outcomes-driven approach to transform public services. This role owns the end-to-end design journey, from framing opportunity spaces to embedding measurable change in live programmes, while cultivating a culture of experimentation, empathy and continuous learning across the organisation.

Responsibilities

Bring a human-centered and systems design lens to eGov’s products and programs.
Design systemic solutions, service delivery models, and digital interventions.
Design and lead reimagination workshops, interactions and trainings with governments, NGOs, workers, and citizens.
Create visual frameworks (e.g., ecosystem maps, citizen and worker journey boards) that make complex problems and solutions intuitive.
Craft immersive pitch experiences (videos, prototypes, simulations) that make the future tangible and accelerate executive buy-in.
Embed design practices into eGov’s approach to transforming public service delivery.
Codify reusable design assets (e.g., patterns, frameworks, research repositories) so they can be repurposed at speed for the future.

Requirements

Human-centred expertise: Contextual inquiry, ethnography (in-person and remote), JTBD interviews.
Systems thinking: Comfortable mapping organisational, process and technology interdependencies to anticipate downstream effects.
Strategic storytelling & visualisation: Rapid sketching, journey maps, service blueprints, narrative prototypes.
Facilitation & collaboration: Ability to guide diverse groups toward alignment while surfacing dissenting voices constructively.
Business acumen: Fluency in capturing and gathering experience metrics (NPS, CSAT, adoption).
A track record of designing for public systems or social impact is preferred.