Contract Cx Researcher Jobs (NOW HIRING)

*This is a long term contract opportunity. That would require this designer to be on site in the office 5 days/ week in Chicago. This opportunity is only open to those that are able to commute into the Chicago office daily. This is not open to agencies.*

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. 

This post is for a position within the Experience unit at Genpact (Formerly Rightpoint).  Experience is Genpact’s capability for designing and improving the platforms, interactions and journeys employees and customers use every day. With deep expertise across leading platforms like Adobe, Microsoft, Sitecore, and Optimizely, we unite strategy, human-centered design, engineering and AI inside core enterprise systems, so experiences don’t just look better, they perform better, drive adoption and turn advanced technology into measurable business outcomes at scale.

Our Commitment to You

No matter who you are, where you come from, who you love, what you believe, or what you get excited about, we bring people together to do phenomenal work. That's what makes us Genpact!

The Lead Service Designer drives end-to-end design of client experiences across digital and human touchpoints, translating business and customer insight into service blueprints, journey maps, and prototypes that shape Genpact's transformation and consulting engagements. This role leads design workstreams within client pursuits and delivery, mentors designers, and partners with strategy, technology, and operations teams to turn concepts into implementable, measurable solutions.

What you would be doing

• Lead end-to-end service design engagements: research, journey mapping, service blueprinting, prototyping, and testing
• Facilitate discovery and co-design workshops with clients and cross-functional stakeholders
• Translate qualitative and quantitative research into actionable insights, personas, and journey maps
• Design and validate service concepts, prototypes, and blueprints, iterating based on user feedback
• Partner with strategy, technology, and delivery teams to ensure designs are feasible and business-aligned
• Present design rationale and recommendations to senior client and internal stakeholders
• Mentor and guide junior designers; contribute to service design methods, tools, and templates
• Support proposal and pursuit work by shaping design approach and client-facing narratives.

What we’d like to see

• Bachelor's or Master's degree in Design, HCI, Service Design, or related field (or equivalent experience)
• 7+ years of experience in service design, UX design, or CX consulting, including client-facing roles
• Proven track record leading design workstreams on complex, multi-stakeholder projects
• Experience in a consulting, BPO, or professional services environment is a plus
• Strong command of service design methods: journey mapping, blueprinting, personas, prototyping
• Proficiency with design and collaboration tools (e.g., Figma, Miro, Adobe Creative Suite)
• Skilled workshop facilitator and storyteller; able to influence senior stakeholders
• Comfortable working with ambiguity across strategy, operations, and technology contexts
• Strong analytical and research skills, both qualitative and quantitative
• People leadership: coaching and developing junior design talent

EEO Statement 

Genpact, is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation