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 & Function Summary
Indus Action is seeking a Senior Team Member to lead the Citizen Experience Learning Lab (CELL), a pivotal function driving its 2030 vision of irreversibly lifting 5 crore vulnerable citizens out of poverty through sustained access to social protection. The CELL Lead will spearhead multiple action-research projects to improve welfare access by applying human-centred and participatory design principles, data analysis, and system change strategies to simplify citizen-state interactions. This includes streamlining implementation through user journey mapping, diagnostic research, scheme implementation, and the design of both digital and physical citizen interfaces. Grounded in an equity-based outlook, the role focuses on reducing administrative burdens, particularly for marginalised groups such as women, persons with disabilities, migrants, and caste-oppressed communities. The Lead will abstract learning from diverse field contexts to create scalable tools, design templates, and prototypes that reimagine public service delivery. CELL also contributes to the broader ecosystem by building awareness of citizen-state interaction experiences as critical to successful welfare implementation, while supporting internal teams with research, prototyping, monitoring and evaluation to embed efficiency, inclusivity, and evidence-based innovations into public systems.
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.
