Senior Service Designer

The role

We’re looking for a Senior Service Designer to join a talented and purpose-driven cross-functional team partnering with CDC to build a crucial component of the future state public health ecosystem known as the North Star Architecture. In this role, you will be instrumental in conceptualizing and designing service enhancements for case surveillance, optimizing data flow, and orchestrating the seamless delivery of requested information from the CDC.

The right candidate will have an intrinsic interest and significant professional experience in designing systems at scale with a people-first approach. You will work collaboratively with a diverse team to champion user-centric design principles, conceptualize service concepts, and foster innovation within project teams. Your focus will be on creating meaningful and efficient service experiences that align with the project’s objectives and deadlines. Most importantly, you bring your skill and passion to work within and as part of the team, not outside of it.

*Please note, this role is anticipated pending contract award response.

Responsibilities

• Plan and implement research activities collaboratively with the team.
  • Observe users at various touch points throughout the service experience, identifying pain points and problem areas and proposing changes and improvements.
  • Analyze and synthesize qualitative and quantitative data to generate meaningful insights and behavioral patterns.
• Define and deliver system mapping, customer journeys, scenarios and service specifications, presentations and strategy documents.
  • Clearly articulate your vision through verbal and written explanations, presentations, concept sketching or quick mock-ups to small or large groups, from designers to the leadership team.
• Collaborate with product owners and leaders to drive product strategy and the development roadmap. Assist with sprint planning, prioritization and task management.
• Build trustworthy relationships with team members and external stakeholders across a wide variety of disciplines and departments to involve everyone in the discovery process and findings.
• Facilitate workshops with groups of clients and stakeholders to discover insights and thoroughly understand all aspects and constraints of the problem space.
• Work closely with researchers and designers contributing to the improvement of the design quality and final user experience.
• Support the practice of research and design within the larger company as needed through activities such as:
  • Assisting in outreach, recruitment, and hiring efforts
  • Occasionally participating in or otherwise supporting business development efforts, including code or design challenges, writing or reviewing proposal responses, etc.
  • Participating in communities of practice
• We expect the responsibilities of this position to shift and grow organically over time, in response to considerations such as the unique strengths and interests of the selected candidate and other team members and an evolving understanding of the delivery environment.

Basic qualifications

• 10+ years of experience working as a Service Designer or Lead UX Researcher/Designer in collaboration with cross-functional, complex digital product or service teams.
• Expertise with the service design process and the creation and presentation of service blueprints.
• Demonstrated experience analyzing complex systems in order to quickly identify pain points, bottlenecks and areas for improvement.
• Experience conducting user research, creating personas, and designing intuitive interfaces to efficiently develop service blueprints that meet user needs.
• Portfolio illustrating your process and samples of product or service design work driven by quantitative and qualitative user research.
• Understands human centered design, interaction design fundamentals, and UI design best practices, including accessibility and inclusivity.
• Proficient in Sketch, Figma and modern prototyping tools.
• Experience collaborating with cross-functional partners and other designers, seeking and providing feedback in an agile environment.
• Is curious, adaptive, empathetic, collaborative and holds a positive mindset. Eager to learn, experiment and innovate.
• Ability to take initiative in solving complex problems.
• Excellent presentation, storytelling, and facilitation skills to engage and collaborate with clients, particularly in a workshop setting.
  • Ability to create and communicate an elevated design point of view regarding insights, latest trends, topics and technologies.
• Has lived and worked in the United States for 3 out of the last 5 years

Additional desired qualifications

• Familiarity with the US Web Design System
• Experience working with government agencies
• You are a U.S. Veteran