Service Designer

Overview

As a Service Designer, you will be responsible for guiding government clients through our Design Intelligence™ framework, incorporating human-centered methods to solve end to end organization and experience challenges. You will lead and facilitate discovery sessions that uncover customer pain points and identify enterprise opportunities. You will serve as the voice of the customer, making sure their needs are considered and met within a proposed solution.

Be an agent of change on a team committed to achieving client-focused, mission-driven excellence. Steampunk is the explosive collision of human-centered design and traditional government contracting. We’re passionate about creating solutions that are impactful, practical, and scalable while meeting our clients’ ever-changing needs. We believe in empowering our people to find creative solutions to intractable problems. We believe the best environment in which to grow and thrive is outside our comfort zone. We believe that while good design makes for a good product, human-centered design makes for an excellent one.

Contributions

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
Conduct workshops and interviews to frame pain points and opportunities; define problem statements and validate hypothesis
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
Create 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
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

Ability to obtain and maintain a U.S. government security clearance
Bachelor’s degree and 10+ years of total experience
4+ years of experience in human centered design, service design, and/or customer experience design
Current portfolio demonstrating ideology, methods, tools, skills, and craft
Thorough knowledge and demonstrated 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
Experience working on a scrum team within the Agile delivery framework and experience integrating research and design into technical sprints including writing stories and story pointing
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
Experience collaborating within a multi-disciplinary delivery team including UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers
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
Bonus Points

Experience with technical stakeholders

Previous work experience in or with the federal government
Previous work experience as a consultant