Experience Strategy & Digital Transformation Leader

Designing by heart. Transforming systems at enterprise scale.

22+ years leading global, cross-functional teams that turn human insight into enterprise-scale products, services and operating models — across financial services, insurance, technology, telecom, retail, hospitality and logistics.

View selected work Download résumé

Selected leadership impact metrics

300-person team Led product delivery on a $200M+ insurance modernization program
8x Productivity gain, insurance modernization
3x Conversion improvement, same program
5x CSAT improvement, same program
70% Lower merchandising operations cost & time
90% Fewer errors via pattern recognition & ML
3x Faster speed to market, merchandising
50+ practitioners Developed through a formal service-design curriculum across the US and India
22+ years Leading experience strategy across financial services, insurance, technology, telecom, retail, hospitality and logistics

How I lead

A disciplined path from problem to scaled capability

Every engagement follows the same underlying discipline — regardless of industry, team size, or technology.

01

Find the real problem

Interviews, contextual inquiry and stakeholder research to separate the presenting request from the underlying need.

02

Map the system

Journey maps and service blueprints that connect quantitative data to qualitative insight across the full operating model.

03

Co-create with teams

Workshops and design sprints that bring business, technology and design together around a shared point of view.

04

Prototype and validate

Rapid prototyping and usability testing to de-risk the most radical ideas before they reach production.

05

Build the capability to scale

Operating models, design systems and trained practitioners so the change outlasts the engagement.

Selected work

Four programs, one operating discipline

Anonymized at client request. Each case study reflects verified engagement outcomes drawn from original service-design and product-strategy work.

Case Study 01 · Retail & Merchandising

Reinventing merchandising at enterprise scale

  • 70+ user interviews
  • 20+ stakeholder interviews
  • 3 business units
  • 100+ disparate tools
  • 4 unique journeys

A national retail merchandising organization was losing ground to faster competitors, hindered by slow assortment decisions spread across more than 100 disparate tools. I led the research, journey mapping and product strategy that turned a fragmented, largely manual process into a single, evidence-based assortment platform — combining service design with pattern-recognition and machine-learning models to accelerate decisions without sacrificing accuracy.

70%Lower operations cost & time
90%Fewer errors via pattern recognition & ML
3xFaster speed to market

Client identity anonymized. Artifacts shown are cropped, de-identified research and design materials from the original engagement.

Anonymized research collage: annotated whiteboard notes, sticky-note affinity mapping, and a journey-mapping worksheet, overlaid with the engagement scope — 3 business units, 20+ stakeholder interviews, 70+ user interviews, 100+ disparate tools, 4 unique journeys.
User and stakeholder research: affinity mapping and contextual inquiry across three business units.
Anonymized end-to-end service-design journey map showing buyer, development and execution swimlanes with pain points, tool usage, and cross-functional handoffs across the merchandising assortment process.
Combined service map: a single end-to-end journey synthesized from four business-unit-specific workflows.

Case Study 02 · Financial Services

Simplifying high-stakes financial journeys

  • Ultra-high-net-worth onboarding
  • RIA value proposition
  • Data-privacy platform
  • Risk & compliance claims

Across a set of financial-services engagements, I led experience strategy for some of the highest-stakes moments in a client relationship: onboarding, data privacy, and risk and compliance. For the world's largest investment bank, this meant redesigning ultra-high-net-worth account opening end to end. A parallel engagement created a value proposition extending the bank's offerings to registered investment advisors.

3 mo → 2 wksInvestment-bank onboarding time
6xFaster onboarding, RIA value proposition
10xUsability score, financial data-privacy platform
50%Efficiency gain, risk & compliance claims visualization

Engagements span separate financial-institution clients; results are not cumulative from a single program. Client identities anonymized.

Onboarding timeline compression

Before 3 months to open an account
After 2 weeks, redesigned journey

Where the strategy focused

  • Identity & verification
  • Data privacy & consent
  • Risk & compliance review
  • Claims visualization
  • Advisor value proposition

Case Study 03 · Insurance

Leading large-scale insurance modernization

  • 300-person product team
  • $200M+ program
  • Service design & product delivery
  • Operating-model leadership

A large Mid-West small-business insurer needed to modernize a complex, legacy-bound underwriting and policy experience without stalling day-to-day operations. I provided service design, product delivery and operating-model leadership across a 300-person product team delivering a $200M+ modernization program — using human-centered service design to align a large, cross-functional organization around a single experience vision.

8xProductivity improvement
3xConversion improvement
5xCustomer satisfaction (CSAT) improvement

Program scale and role reflect service design, product delivery and operating-model leadership contributions; direct organizational reporting lines are not claimed. Client identity anonymized.

Program scale

300 People on the product team
$200M+ Modernization program value

Leadership focus

  • Service design
  • Product delivery
  • Operating model
  • Cross-functional alignment

Case Study 04 · Capability Building

Building AI-enabled experience capability

  • Product & Service Design offering
  • US / India curriculum
  • 50+ practitioners developed

Beyond individual engagements, I built the Product & Service Design offering at Infosys Consulting and authored the formal service-design curriculum used to train new joiners across the US and India — developing more than 50 practitioners. That capability has since been applied across a range of B2B transformation engagements, with results that vary by client and scope.

10x conversion · 30% faster onboarding On-premise-to-cloud licensing transformation Leading microprocessor design-tools maker
25x Increase in customer self-service engagement Multi-pod agile experience-design delivery, US telecom
30% Reduction in support-call volume Channel-optimization & digital-adoption strategy, US telecom

Results are drawn from separate client engagements enabled by the same capability-building work, not a single program.

Anonymized photograph of a design-sprint workshop room with a cross-functional team working at tables covered in notes and printed materials, with a facilitator presenting at a whiteboard.
Design-sprint workshop: co-creating with cross-functional client and delivery teams.

About

A structural way of thinking, applied to human problems

Portrait of Rohitashwa Jain

Most organizations solve the wrong problem well before they solve the right one badly. My work closes that gap — using empathy and service design to uncover what's actually broken, then building solutions around rigorous systems thinking and the technology that genuinely earns its place.

My foundation is unconventional by design. A background in mathematics and software engineering gave me a structural, first-principles way of thinking. Time in business analysis sharpened my read on organizational complexity. It was in user experience and service design that these threads converged — pairing analytical precision with a sustained curiosity about how people actually behave.

Today, I lead a team of service-design practitioners at Infosys Consulting, working with global clients to translate emerging technology, including AI, into solutions for their most entrenched, high-stakes challenges. I spend as much time coaching and building conviction around service design as I do practicing it — because lasting change requires the discipline to spread, not just the work to get done.

  • Design Strategy & Vision
  • Service Design & Journey Mapping
  • Systems Mapping & Thinking
  • Product & Experience Design
  • DesignOps Strategy
  • AI-Enabled Experience Design
  • Digital Transformation
  • Program & Design Leadership
  • Global Team Building & Talent Development

Journey

Twenty-two years, three chapters

A condensed view of where the work happened — not an exhaustive record.

Dec 2020 — Present

Infosys Consulting

Senior Principal, Business Consulting — Experience Transformation & Innovation

Offering lead for product-centric organizations and AI-enabled experience design. Leads a team of service-design practitioners, shaping tailored scale strategies for global clients across financial services, telecom and technology — pairing emerging technology with empathy-led problem definition.

Nov 2014 — Sep 2020

Accenture Interactive / Fjord

Senior Principal Product Designer, Digital Products · Service & Interaction Design Director, Fjord

Led customer-facing digital design programs end to end — strategy, planning, staffing and execution — and set design direction across Fjord service and experience engagements spanning retail, insurance, hospitality and financial services.

Jan 2002 — Oct 2014

Mphasis

Digital Experience Design Strategist, Digital Strategy · Lead Usability Consultant, User Experience

Led 25+ member multi-geography research, design and product teams across India, Japan, Belgium and the US. Standardized methodology and introduced lean and agile UX, creating business opportunities through design-thinking workshops, rapid prototyping and strategic experience models.

"Rohit always keeps the customer in mind. The client wants to solution quickly, and Rohit — through his vast experience and deep expertise — helps the client navigate decision points to return to the problem they are solving, before jumping to an outcome."

Senior Manager, Account Lead on a Retail Engagement for a large American store chain

Recognition

Recognition & contributions

2022 Service Design Trainer of Trainers Infosys Consulting
2019 Talent Builder Accenture
2017 AI Hackathon — NJ/NY Regional Finalist Cross-functional team entry
2012 White Paper on Agile Usability Mphasis

Let's talk about the systems worth transforming.

Open to conversations with executive recruiters, hiring leaders and senior enterprise clients about experience strategy, service design and digital transformation leadership roles.

Email Rohitashwa Connect on LinkedIn
Location
Princeton, New Jersey