Senior Service Designer

The Role

As Service Design Lead you will be responsible for guiding government clients through design thinking processes incorporating human-centered and design thinking methods to solve end-to-end service and customer and employee experience challenges. You will plan, organize, and facilitate sessions that uncover pain points, identify opportunities to define vision and strategy, and develop creative ways to solve complex problems. You will serve as the voice of the end user, making sure their needs are considered and met within any proposed solution. You will co-create solutions with clients to improve the success of technology implementations and work with multifunctional teams to translate business requirements into achievable technical components.

Position Expectations

• Perform all duties in accordance with our code of conduct.
• Actively engage in your role and be accountable for all outcomes.
• Deliver exceptional service to internal and external clients, partners, teammates.
• Contribute to JJR’s strategic initiatives required to achieve JJR’s Grounded & Growing 2025 objectives.

Primary Responsibilities

• Plan and implement service design methods and approaches to ensure continuous feedback and learning, facilitate team collaboration and co-creation workshops, and creation of service design outputs and deliverables to shape and deliver design concepts.

Contributions

Deliver Exceptional Client Experience

• Apply an iterative, design thinking process and lens to help clients solve complex problems in strategic planning, process improvement, technology adoption and evolution, and service delivery.
• Facilitate discovery and innovation workshops for a range of stakeholders including government audiences, from senior leaders to front-line implementers using human-centered methods, tools, and best practices.
• Synthesize research and data and craft compelling stories to communicate insights that will shape service and technology innovations.
• Create journey maps, service blueprints, personas, ecosystem, and experience maps that articulate actionable recommendations for organizational and workflow change.
• Demonstrate how user research should be integrated into developing technology and new ways of working.
• Design and deliver customized, engaging, results-oriented interventions and workshops to improve organizational and team performance.
• Perform research and convert insights from leading designers, strategists, and technologists into solutions to organizational management challenges.
• Craft compelling stories and visual models to communicate insights and discoveries.
• Communicate with government stakeholders and decision-makers in compelling ways using a variety of visual mediums.
• Experience collaborating within a multi-disciplinary delivery team including other designers, technologists, data scientists, engineers, solution architects, and change managers.

Required Education, Experience, & Skills:

• Minimum 8 years of experience in human-centered design and/or closely related areas (Design Thinking, Design Strategies, Service Design, Design-Led Research).
• Bachelor’s Degree in design, human-centered design, or related field.
• Proven record of planning and conducting research programs, developing insights, envisioning desirable human futures, and translating concepts into action.
• Thorough knowledge and demonstrated experience applying design thinking/HCD principles and tools to solve client challenges.
• JJR may choose to substitute education with relevant experience.

Preferred Education, Experience, & Skills

• Graduate degree in Service Design, Organization Development, Design Innovation, or related field.
• Exceptional oral and written communication and presentation skills, with proficiency in multiple methods of visual communication.
• Familiarity and/or experience working on a scrum team within the Agile delivery framework.
• Experience in group facilitation, including with groups of senior organizational leaders.
• Ability to work in a fast-paced and dynamic environment.
• A deep, natural curiosity and strong interpersonal, verbal, and written communication skills.
• Ability to be nimble through constant change and unexpected challenges.
• Self-starter and results-oriented, able to work under minimal mentorship.
• Application and technology delivery experience.