Senior Service Designer

Description ICF is seeking an experienced Senior Service Designer to support federal clients in modernizing services, improving customer experience, and transforming complex, mission-critical systems. In this role, you will work across design, research, policy, operations, and technology to design and implement end‑to‑end service improvements that are human‑centered, feasible within federal constraints, and measurable at scale.

Job Location: This position requires that the job be performed in the United States.

If you accept this position, you should note that ICF does monitor employee work locations blocks access from foreign locations/foreign IP addresses and also prohibits personal VPN connections.

Key Responsibilities

• Collaborate with UX/CX researchers to conduct qualitative and quantitative research with federal customers, frontline staff, and program leaders.
• Analyze policy, operational workflows, and legacy systems to understand the full service ecosystem end-to-end.
• Develop detailed current-state and future-state service blueprints and journey maps that show how people, processes, data, and technology interact.
• Identify friction points and root causes across operations, contact centers, digital interfaces, and backend systems.
• Communicate complex systems through clear, actionable visuals and documentation.
• Design holistic services that align user needs, agency priorities, compliance requirements, and operational feasibility.
• Develop future-state concepts, experience principles, operational recommendations, and implementation of roadmaps.
• Prototype service changes including workflows, scripts, task flows, process updates, and policy concepts.
• Ensure designs meet federal accessibility (Section 508), equity, privacy, and security standards.
• Collaborate with researchers to test concepts with users, validate assumptions, and support iterative improvements.
• Partner with product, engineering, and operational teams to ensure solutions are feasible and scalable within federal constraints.
• Lead co-creation workshops and working sessions with customers, program offices, IT teams, researchers, operational staff, and policy experts.
• Build alignment among diverse stakeholders and support decision-making in complex environments.
• Serve as a bridge between research findings, business needs, and technical delivery.
• Support rollout planning, sequencing, and change management for large federal programs.
• Contribute to executive briefings, playbooks, and long-term service improvement strategies.

Required Qualifications

• 7+ years of experience in service design, human-centered design, UX/CX strategy, or systems design.
• Bachelor’s degree in design, HCD, service design, UX, behavioral science, anthropology, public policy, psychology, computer science, or related field.
• US Citizenship is required by the federal government for this position
• Must be able to obtain Public Trust clearance.
• MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.

Preferred Qualifications

• Experience working in or with the federal government.
• Deep expertise in service blueprinting, journey mapping, systems thinking, and cross-functional facilitation.
• Strong communication and storytelling skills, including experience presenting to senior leaders.
• Ability to translate complex requirements into clear, actionable service improvements.
• Knowledge of 508 accessibility, equity frameworks, and federal digital service standards.
• Experience in consulting or professional services.
• Familiarity with digital modernization efforts, legacy system transitions, or call center operations.
• Comfort using tools such as Figma, Miro/Fig Jam, or similar for prototyping and collaboration.