Associate Director -Research & Design -NGO

Responsibilities

● Human-Centred Design: Collaborate with citizens, frontline workers, government stakeholders

and program teams to co-create solutions that address last-mile digital and physical challenges in

welfare delivery.

● Research & Analysis: Conduct citizen and government-facing diagnostic research, user experience

(UX) research of digital portal and service delivery rules of schemes and capture 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

scheme delivery.

● Monitoring & Evaluation: Develop and apply citizen experience-based monitoring systems to

measure success of research based recommendations and quickly iterate on process and tech

prototypes.

● Tech Design & Optimization: Support UX/UI enhancements for public service delivery platforms,

ensuring inclusivity and accessibility for marginalised communities.

● Ecosystem Engagement and Storytelling : Advocate the importance of citizen experience in public

service delivery among governments and 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.

Knowledge and Technical Skills

● Qualitative and quantitative research, design thinking, and human-centred design methodologies.

● Strong analytical skills, ability to combine data and field-based insights and communicate them

effectively to multiple stakeholders.

● 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 India’s public policy landscape, public service delivery systems and factors affecting

vulnerable communities’ access to their entitlements.

● UI/UX design concepts and principles, user research and tech product optimisation to improve user

experience and foreground citizen centricity at scale.

● Designing collaboration across teams and working at the intersection of theory and practice.

Behavioural Competencies and Values

● Citizen Focused Mindset: Place the vulnerable citizen at the center 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

Education and Experience

● The applicant must have 8-10 years of work experience, preferably in research and design and

design strategy of products and services. Applicants with experience in academia are also

welcome to apply.

● The applicant must have experience in leading large-scale research studies ideally in collaboration

with Government/multilateral institutions/Social impact organisations. Research experience

focused on human-computer interaction at scale is a preference.

● Applicants at a minimum must have a Master’s degree, with at least one of them in Public

Policy/Social Science/Development Studies/Interaction Design or other related fields.

● The applicant must have experience in leading a team of 3-4 people in delivering evidence-based

recommendations and prototypes to high-stakes stakeholders.

● Applicants fluent in English, Hindi and one other Indian language will be preferred.

● Experience in making policy or scheme-related memos, briefs or pitches will be preferred.

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