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.