Senior Service Designer

THE POSITION

Join us as a Senior Service Designer and help transform how the Commonwealth delivers services to its employees and citizens. In this role, you will lead IT and digital modernization strategies across multiple state agencies, ensuring that government operations are efficient, secure, and user-friendly.

What You will Do:

• Reimagine employee services by designing processes that make work easier for thousands of Commonwealth employees.
• Use research and user insights to understand agency needs and pain points.
• Develop service blueprints and journey maps that align business objectives with technology solutions.
• Simplify complex government operations through consistent design standards and prototypes.
• Collaborate with agency leaders and IT teams to deliver modern, integrated services that improve both internal workflows and public-facing programs.

DESCRIPTION OF WORK

Why You Will Love This Role:

• Drive modernization: Help agencies adopt digital-first strategies that reduce complexity and increase efficiency.
• Lead innovation: Set the standard for service design across multiple agencies and influence statewide transformation.
• Mission-driven work: Be part of a team committed to making government services simpler, faster, and more responsive.

If you are ready to design solutions that empower employees and strengthen government operations, bring your expertise in research, design thinking, and technology to Pennsylvania’s IT General Government Delivery Center.

Interested in learning more? Additional details regarding this position can be found in the position description.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

QUALIFICATIONS

Minimum Experience and Training Requirements:

• Eleven years of professional information technology experience; or
• Seven years of professional information technology experience and a bachelor’s degree; or
• An equivalent combination of experience and training.

Additional Requirements:

• You must have a deep understanding of service design principles, frameworks, and methodologies.
• You must have experience in qualitative and quantitative research methods.
• You must be proficient in creating customer journey maps, service blueprints, and ecosystem maps to visualize complex service interactions.
• You must have experience leading workshops, co-creation sessions, and design sprints with cross-functional teams.
• You must be able to perform essential job functions