Junior Service Designer 

Maximus Federal is growing our Total Experience Solutions and Services (TXSS) organization to better serve the needs of our federal customers, and to continually improve citizen services and experiences. The Total Experiences Solutions and Services team is a group of skilled practitioners who are laser-focused on solving the most complex 21st century government challenges to build trust people have in the federal government. We aim to deliver services that are simple, seamless, and secure for all people. We use approaches grounded in design thinking, lean, and agile to help solve customer challenges, and shape Maximus’ Customer Experience (CX) go-to-market strategy across our federal services.

We are looking for an entry-level Junior Service Designer that is willing to contribute to and play a key role in the design of end-to-end customer journeys, prototypes, and services for the federal government. Working on government programs that have strategic importance to our clients, you and your team will work IN and ON our client’s core mission in helping them deliver their services day-to-day while simultaneously looking for opportunities to improve. As a Junior Service Designer, you will work in cross-functional teams consisting of user experience designers and researchers, technologists, product specialists, and data/business analysts, among others, to champion a human-centered design (HCD) process and culture to solve service, customer, and employee experience challenges, ensuring that all voices are heard and considered. We seek self-starters, people who are confident in tackling challenges independently and bringing this to high-performing teams. If you’re an innovator, storyteller, and ready to “roll up your sleeves” to support the public sector to make the government work for all, we would love to hear from you.

This position is remote however, you must reside in the Washington DC, Maryland, Virginia area to accommodate onsite federal client meetings and team meetings at corporate headquarters in Tysons Corner, VA.

Ability to travel as required up to 50%. Given the dynamic nature of the team and the need to be responsive to our customers’ needs, some travel may be coordinated on short notice.

Essential Duties and Responsibilities:
•Collaborate with the a cross-functional team to ensure alignment of newly created or enhanced solutions and services.
•Support qualitative design research using ethnographic and participatory methods such as interviews, focus groups and workshops.
•Support the creation of ideation, rapid service prototypes, testing and measurement of service concepts and systems.
•Collaborate directly with government clients, applying design thinking processes to uncover pain points, define vision and strategy, and develop innovative solutions to complex challenges with a focus on inclusivity.
•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, considering diverse perspectives.
•Demonstrate how user research, inclusive of diverse perspectives, should be integrated into developing technology and new ways of working.
•Synthesize research and data, ensuring diverse experiences are considered, 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 identify pain points and articulate and address customer and business needs for a given service.
•Create powerful narratives that communicate value propositions for the citizen and government using service models, customer journeys, storyboards, system maps, wireframes, interactive prototypes, and final design concepts.

Required Education, Experience, & Skills:
•Bachelor’s Degree (BA/BS) or higher in a creative or technical field such as Human-Computer Interaction, Human Factors, Psychology, Cognitive Science, Human Factors, Anthropology, Design, Organization Development, Design Innovation or equivalent combination of education and experience
•Minimum One (1) years of experience working as a Service Designer or in a closely related role.
•Familiarity with design and prototyping tools, such as: Figma, Sketch, InVision, Miro, Mural, and/or Adobe Creative Suite.
•Basic knowledge of Human-Centered Design (HCD) and Design Thinking (DT).
•Exceptional oral and written communication and presentation skills, with proficiency in multiple methods of visual communication.
•Detail-oriented with excellent organizational and project management skills.
•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.

Addtional client requirements:
•US Citizenship and the ability to obtain and maintain a federal Public Trust

Essential Duties and Responsibilities:
– Collaborate with the cross-functional team to ensure alignment of newly created or enhanced solutions and services.
– Support qualitative design research using ethnographic and participatory methods such as interviews, focus groups and workshops.
– Support the creation of ideation, rapid service prototypes, testing and measurement of service concepts and systems.
– Collaborate directly with government clients, applying design thinking processes to uncover pain points, define vision and strategy, and develop innovative solutions to complex challenges with a focus on inclusivity.
– 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, considering diverse perspectives.
– Demonstrate how user research, inclusive of diverse perspectives, should be integrated into developing technology and new ways of working.
– Synthesize research and data, ensuring diverse experiences are considered, 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 identify pain points and articulate and address customer and business needs for a given service.
– Create powerful narratives that communicate value propositions for the citizen and government using service models, customer journeys, storyboards, system maps, wireframes, interactive prototypes, and final design concepts.

Minimum Requirements:
–  Bachelor’s Degree or equivalent experience.

–  0- 3 years of related professional experience.