Indus Action logo

Senior Lead / Associate Director - Research and Design

13 - 18 years

15 - 27 Lacs

Kolkata Mumbai New Delhi Hyderabad Pune Chennai Bengaluru

Posted:4 months ago| Platform: Naukri logo

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Work Mode

Work from Office

Job Type

Full Time

Job Description


Indus Action is looking for a Senior team member to lead the Citizen Experience Learning Lab (CELL). The role involves leading multipleprojects and problem statements through action research, data analysis anddesigning the citizen experience ofwelfare access. This is a backbonerole to support programme teams in streamlining theimplementation of solutions for citizen experience-centric public service andwelfare delivery. Key activities in the role will be leading teams to bring efficiency through User journey mapping, Scheme implementation, diagnostic research; System Change design; last-mile design of citizen-digital interfaceand citizen physical interface interactions; Data analysis and citizenexperience-based monitoring and evaluation.All the work and research in this role are expected to be grounded in anequity-based outlook of citizen-state interactions and reducing administrativeburden for citizens. The CELL lead is expected to abstract learning fromfield experiences across various contexts and glean scalable insights to build products and design templates forstreamlining the delivery of entitlements under Indiasocial protectionschemes and laws.

About Citizen Experience Learning Lab (CELL)

The Citizen Experience Learning Lab (CELL) aims to bring in principles of participatory design to realise Indus Actionvision 2030 ofalleviating 3.5% (5 Crore) of Indiavulnerable citizens irreversibly out of poverty by enablingsustainable access to social protection. CELLinterventions will be located at the intersectionof theory and practice. CELL uses design thinking principles to simplifycitizen-state interactions by co-creating adaptive, equitable, andevidence-based innovations, aiding public service delivery. CELL focusesexplicitly on transforming the citizen interaction experience with Governments public service delivery portals by making the citizen voice central toservice delivery design. These design prototypeswill solve individual and community/identity-based challenges based on gender,caste, disabilities, migration, etc. The fundamental shift in experience will be executed through human-centred design methods and a data-driven focus on citizen and state interaction sites. The objective is to reduce the administrative burden borne by citizens by focusing on protocols and SOPs to increase efficiency and reimaginecitizen-state transaction encounters for social security access.
CELL will support teams through research, design, prototyping, andmonitoring and evaluation expertise. The ecosystem-related interventions willfocus on ensuring that the narrative of citizen-state interaction experience asa critical site of enabling successful public service delivery gains currencyamong other citizen-focused organisations and governments.

Responsibilities

Human-Centred Design: Collaborate with citizens, frontline workers, government stakeholders and programteams to co-create solutions that address last-mile digital and physical challenges in welfaredelivery.
Research & Analysis: Conduct citizen and government-facing diagnostic research, user experience (UX) research of digital portal and service delivery rules of schemes andcapture and analyse citizen experiences across intersections of identity(gender, caste, disability, etc.) to create process and policy briefs.
Prototyping& Implementation: Design and test process,protocols, and digital/physical interfaces to optimise citizen-state interactions, reducing administrative burden and increasing efficiency of schemedelivery.
Monitoring& Evaluation: Develop and apply citizenexperience-based monitoring systems to measure success of research basedrecommendations and quickly iterate on process and tech prototypes.
TechDesign & Optimization: Support UX/UIenhancements for public service delivery platforms, ensuring inclusivity andaccessibility for marginalised communities.
EcosystemEngagement and Storytelling : Advocate f theimportance of citizen experience in public service delivery among governmentsand citizen-focused organisations through publishing written outputs,discussions and workshops.
Leadership - Managing a team of 3-4 people to serve state project teams, government partners and other important ecosystem stakeholders.

Requirements

Knowledge and Technical Skills

Expertise in qualitative and quantitative research, design thinking, and human-centred design methodologies.
Strong analytical skills, ability to combine dataand field-based insights and communicate them effectively to multiplestakeholders.
Experience in leading large-scale piloting, monitoring and evaluation of social security-related interventions.
Ability to source and synthesise information from diverse and unconventional sources.
Knowledge of Indiapublicpolicy landscape, public service delivery systems and factors affecting vulnerable communities access to their entitlements.
Expertise in UI/UX designconcepts and principles, user research and tech product optimisation to improveuser experience and foreground citizen centricity at scale.
Expertisein designing collaboration across teams and working at the intersection oftheory and practice.

Behavioural Competencies and Values

Citizen Focussed Mindset: place the vulnerable citizen at the centre of every action.
Entrepreneurial Energy: Own your time and resources to deliver solutions
Dealing with Ambiguity: grace under pressure, progressive elaboration
Growth Mindset: Every experience is an opportunity for growth.
Collaboration: build productive partnerships with both internal and external stakeholders
Inclusive Leadership - promote an inclusive culture that values diversity, fosters collaboration, and empowers everyone to thrive and contribute fully.

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Indus Action logo
Indus Action

Non-Profit / Social Services

New Delhi

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