Johnpaul Mathew J.

Service Designer @Lindström

Hyderabad, IN

Role Overview:Leading end-to-end service design initiatives to enhance customer experience and align solutions with strategic business goals. Responsible for mapping user journeys, integrating insights into service offerings, and driving operational excellence.Key Achievements:• Led service design projects across 5+ key touchpoints, improving customer satisfaction scores by 15% and retention by 10%.• Conducted 10+ user interviews and field studies, translating insights into actionable design solutions.• Applied design thinking and human-centred design methodologies to enhance service efficiency and scalability.• Measured service performance using KPIs and feedback loops, refining solutions for long-term business impact.• Collaborated with cross-functional teams to standardize processes, boosting team productivity and alignment.• Developed frameworks for continuous service improvement, ensuring alignment between customer needs and business objectives. Specialties: Strategic Innovation & Product Leadership, New-to-Market Product Launches, Consumer & Cultural Insight Mapping, Go-to-Market Strategy Execution, Cross-Functional Team Leadership, Innovation Pipeline Development, Service Design & Customer Experience, Sustainability-Driven Innovation, Design Thinking & Human-Centred Design, Intellectual Property & Patent Strategy, Product Development & Commercialization, Trend Analysis & Market Research, Workshop Facilitation & Team Training, Agile & Lean Innovation Methodologies, TRIZ & Systematic Inventive Thinking (SIT), Project Management & Budget Oversight, Vendor & Stakeholder Management, Analytical Decision Making & Data-Driven Insights, Creative Problem-Solving & Experimentation, Adobe Creative Suite & Digital Design Tools