Design Thinking Lead

About 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.

Over the past two decades, eGov has partnered with 10+ countries and 2,600+ towns and cities in India, improving the lives of over 2 billion people. We’ve helped power national missions, deliver billions of vaccine certificates, and support governments to design and sustain digital infrastructure needed to deliver public services at scale.

More: www.egov.org.in

Role Summary

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.

The first major assignment will be with the Manhole to Machinehole (M2M) initiative, an effort to eliminate unsafe manual scavenging by transitioning India’s cities to fully mechanized desludging. In this role, you will use design to reimagine how sanitation services can be safer, more effective, and more inclusive.

Responsibilities:

• Bringing a human-centered and systems design lens to eGov’s products and programs. Re-imagine the what, why, how and “so-what” of engagements.
• Designing systemic solutions, service delivery models, and digital interventions.
• Designing and leading reimagination workshops, interactions and trainings with governments, NGOs, workers, and citizens.
• Creating 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.
• Embedding 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.

What we are looking for:

• 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).
• Hand-on: Ready to design and create materials themselves.
• 7-15 years of experience in service, system, and human-centered design, who can turn complex challenges into simple, people-centered solutions. More than years of experience we are looking for the right skill-set.
• A track record of designing for public systems or social impact is preferred.
• This is a full time role. The location is Bangalore.

Interested candidates can apply through the following link:

https://forms.gle/MNUJN9VVPNsBC25e6

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