Job Description

Job Information

Date Opened


07/04/2025
Job Type


Full time
Industry


NGO/Social Services
Salary


15-27LPA
City


New Delhi
State/Province


Delhi
Country


India
Zip/Postal Code


110001

About Indus Action

At Indus Action, we seek empathetic, driven, and action-oriented team members who align with our intention of making public welfare unlock happen as a 'Do-Tank.' We desire candidates who want to partner with the Sarkar (state) and Samaaj (communities) in service of our audacious mission of systematically making welfare access sustainable and frictionless for our vulnerable citizens and their families.

Our vision of a progressive and inclusive society is replicated internally through our equitable compensation structures, transparent organisational policies, and supportive work culture. As an aspiring Deliberately Developmental Organisation (DDO) combined with our operating values of Listen.Act.Change. - we commit to nurturing active citizens and supporting enterprising individuals with a growth mindset, professionally and personally. At Indus Action, you are valued beyond your role or title. Instead of an open-door policy, we have a no-door policy, where everyone has access to and collaborates with everyone. We offer high cross-functional learning within the ecosystem as well. If you are about building for impact at scale, experimenting, and learning with joy along the way, then Indus Action is the place for you, and we have been looking for you!'

Position

Summary

Indus Action is looking for a Senior team member to lead the Citizen Experience Learning Lab (CELL). The role involves leading multiple projects and problem statements through action research, data analysis and designing the citizen experience of welfare access. This is a backbone role to support programme teams in streamlining the implementation of solutions for citizen experience-centric public service and welfare 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 interface and citizen physical interface interactions; Data analysis and citizen experience-based monitoring and evaluation. All the work and research in this role are expected to be grounded in an equity-based outlook of citizen-state interactions and reducing administrative burden for citizens. The CELL lead is expected to abstract learning from field experiences across various contexts and glean scalable insights to build products and design templates for streamlining the delivery of entitlements under India's social protection schemes 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 Action's vision 2030 of alleviating 3.5% (5 Crore) of India's vulnerable citizens irreversibly out of poverty by

enabling sustainable access to social protection.

CELL's interventions will be located at the intersection of theory and practice. CELL uses design thinking principles to simplify citizen-state interactions by co-creating adaptive, equitable, and evidence-based innovations, aiding public service delivery. CELL focuses explicitly on transforming the citizen interaction experience with Governments' public service delivery portals by making the citizen voice central to service delivery design. These design prototypes will 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 reimagine citizen-state transaction encounters for social security access.

CELL will support teams through research, design, prototyping, and monitoring and evaluation expertise. The ecosystem-related interventions will focus on ensuring that the narrative of citizen-state interaction experience as a critical site of enabling successful public service delivery gains currency among other citizen-focused organisations and governments.

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 f 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.

Requirements

Knowledge

and

Technical

Skills

Expertise in 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. Expertise in UI/UX design concepts and principles, user research and tech product optimisation to improve user experience and foreground citizen centricity at scale. Expertise in designing collaboration across teams and working at the intersection of theory 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.