Senior Service Designer

Purpose And Scope

The Senior Service Designer II will have the opportunity to work with our multifunctional product team as they build out a critical service offering for our government client. Their primary responsibility will be designing highly performant services and interfaces for enterprise users, from generative discussions with stakeholders through execution and evaluation. They’ll have the opportunity to develop strategic initiatives and work with our client to establish human-centered design methods and best practices for the project. Beyond the day-to-day work of user research, prototype development, and service design, you’ll also have the chance to champion HCD and user experience at the agencies we support. The HCD practice at eSimplicity is rapidly growing, and our senior practitioners are actively involved in shaping that practice through mentorship, cross-program critique and support, as well as hiring.

Responsibilities

• Unite stakeholders to work on solving complex business problems from discovery through design execution and implementation using a broad range of skills, including but not limited to exploratory interviews, co-design sessions, wireframing, and prototype development.
• Work closely with business and functional leaders to understand challenges, determine the most appropriate HCD approach, and contribute to a long-term HCD roadmap.
• Use design-thinking principles and tools to facilitate collaborative sessions for a wide range of audiences with a focus on the customer and employee experience. Collaborate with peers, leadership, and customers to co-create solutions that align with our customer experience strategies.
• Work closely with business analysts and front-end engineers to design highly usable services and interfaces. Be opinionated, collaborative, and own the experience for the entire product lifecycle.
• Contribute to evolving best practices for service design and educate relevant stakeholders about user-centricity. Serve as an advocate and change-champion with stakeholders for a user-centric, research-based, and design-driven culture.
• Contribute to eSimplicity’s HCD community-of-practice through mentorship, process development, and hiring support.

Requirements

Required Qualifications:

• All candidates must pass public trust clearance through the U.S. Federal Government. This requires candidates to either be U.S. citizens or pass clearance through the Foreign National Government System which will require that candidates have lived within the United States for at least 3 out of the previous 5 years, have a valid and non-expired passport from their country of birth and appropriate VISA/work permit documentation.
• Bachelor’s degree in Computer Science, Information Systems, Engineering, Math, or related field AND at least 8 years of general IT experience, including at least 4 years of UX experience. In lieu of a degree, at least 8 years of general IT experience and least 4 years of UX experience is required.
• Must currently reside in the United States.
• Experience working on digital transformation and customer experience initiatives.
• Experience working in an agile environment or with agile teams.
• Experience working with UX for data-intenstive products.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of an organization.

Desired Qualifications

• Experience with Salesforce Experience Cloud, Service Cloud, and Lightning Web Components.
• Experience with HCD research operations, such as drafting research plans, synthesizing and prioritizing findings, contextual inquiry, user testing, and facilitating interviews.
• Using Dovetail as a research repository.