Service Designer

Responsibilities

• Participate in all aspects of discovery to understand client mission and goals; stakeholders, users and their ecosystems; current state journeys; user segments; program and project objectives
• Help conduct workshops and interviews to frame pain points and opportunities; define problem statements and validate hypothesis
• Help synthesize research and data to communicate insights and make recommendations that will shape mission/program strategy, service and workflow innovations, and a compelling future experience vision
• Support the creation of journey maps, service blueprints, vision road maps, personas, ecosystem and experience maps that articulate needs, gaps, and actionable recommendations for organizational and process improvements
• Collaborate and communicate stakeholder and user needs on a cross functional team within an agile environment
• Communicate ideas clearly and is open to critique
• Understand and embrace the specifications and constraints of a given technology, platform and/or operational environment and understand how research should be integrated into technological considerations
• Ensure all deliverables across a variety of projects are produced at the highest quality

Qualifications Qualifications

• Ability to obtain a U.S. government Public Trust Security Clearance
• 0-2 years of experience in human centered design, service design, and/or customer experience design
• Current portfolio demonstrating ideology, methods, tools, skills, and craft
• Knowledge and experience conducting primary and secondary research including stakeholder and user-interviews, design-thinking and co-creation workshops and applying those insights to personas, journey maps, process maps, ecosystem maps, roadmaps, stakeholder maps, and service blueprints
• Proficiency in tools like Adobe Creative Suite, Mural, and Lucidchart
• Desire to keep pace with ever-changing industry tools and best practices with the ability to make recommendations as needed for the best outcome
• A natural curiosity for solving problems coupled with strong analytical skills
• A collaborative nature with excellent written communication and presentation skills
• Experience working in a project-based environment
• Degree or equivalent experience in HCD, and/or service design
• Is eager to learn quickly, iterate, and improve based on feedback
• Is comfortable adapting to changing tasks and ambiguity (and doesn’t get rattled by it)
• Brings a balance of high IQ (problem-solving) and high EQ (empathy, communication, self-awareness)
• Has a genuine curiosity and excitement about AI and its role in user experiences

Bonus Points

• Previous work experience in or with the federal government
• Previous work experience as a consultant
• Experience collaborating within a multi-disciplinary delivery team including designers and technical product team members
• Experience working within the Agile delivery framework
• Exposure to or experience with AI-enabled products or tools
• Experience working in cross-functional teams (product, engineering, data, etc.)