Senior Service Design Consultant

What can I expect to do in this role?

As a Senior Service Design Consultant, you will
• Apply your continuous improvement lens to define, plan and lead the collaborative delivery of formal service design projects.
• At any one time you will be leading multiple concurrent service design projects, bringing your service design thinking methodologies and facilitation ability to mission-based teams. You may also be asked to consult on ad hoc projects or coach and mentor staff who may be new to digital service delivery.
• You will use your analytical ability, enthusiasm, and responsiveness to help solve complex government challenges using service design and digital methods and tools
• Your capacity for self-development will enable you to remain current with trends in customer service practices, digital service delivery models and service performance measurement.
• You will apply human centered service design methods and tools to continuously improve design choices for services and digital channels.
• You are self-motivated to work at a fast pace to identify valid and practical opportunities, drive results and deliver tangible project outcomes. Your recommendations to support digital transformations and service efficiencies will reflect your willingness to think differently and strategically about service delivery.
• From service design to user research, to user experience; there are a variety of projects to support, giving you the opportunity to work with many people across the OPS in different services.

How do I qualify?

Service Delivery and Digital Service Design Skills

You have demonstrated experience in a range of the following service design and user experience techniques:
• User needs mapping
• User research (exploratory and evaluative)
• Stakeholder mapping
• Personas
• Journey mapping
• Collaborative design
• Prototyping
• Service blueprinting
• You have an understanding of key performance indicators, qualitative and quantitative measurement and risk assessment.

Technical Knowledge and Skills

• You have demonstrated knowledge of the emerging trends and developments in service delivery, digital service design and leading edge technology related to digital service design and in-person service delivery models.
• You have knowledge of information management principles, database design and modeling in order to provide I+IT and service design advice and recommendations.
• You have advanced understanding of systems analysis and design principles as related to service design requirements.

Leadership, Project and Change Management Skills

• You can supervise and provide technical leadership to service design and technical project staff.
• You have change and project management skills, including planning, resource and budget scheduling, and risk management, to lead concurrent service design projects.

Relationship Building and Communication Skills

• You have an enthusiasm for cooperativeness, co-design and user experience outcomes.
• You can communicate and build effective relationship with clients and stakeholders not familiar with service design and user experience aspects of digital service delivery.
• You can prepare reports, presentations, and provide recommendations.
• You can lead service design project status meetings.
• You can delegate, prioritize and have the ability to motivate others.

Analytical and Design Thinking Skills

• You can identify trends and potential risks such as financial, political, operational, and legal.
• You can analyze and interpret business and technical requests, user research options and identify best course of action.
• You can identify potential problems and develop mitigating strategies.
• You can align business plan submissions and other initiatives to reflect key business directions.
• You can apply a wide range of service design tools and techniques.