Principal Service Designer

Maximus continues to grow our Digital Solutions organization to better serve the needs of our organization and our customers in the government, health, and human services space. Customer Service, Digitally Enabled is one of our primary strategic pillars and is a significant part of our long-term corporate strategy. We are a group of skilled practitioners who are laser-focused on continuing to introduce differentiated solution offerings aligned with the mission requirements of our customers to improve overall service delivery across our operations. We believe that great outcomes define our success. We use an approach grounded in design thinking, lean, and agile to help solve complicated problems and turn bold ideas into delightful solutions.

At Maximus, we are leading the way in digital transformation for our government customers. The Principal Service Designer will play a critical role in this fast-paced and innovative team. They are passionate about human centered design methods, advocating for user needs and delivering world class experiences that redefine experiences within the public sector today. The Principal Service Designer will own a variety of responsibilities, ranging from strategy and planning, coaching and mentoring team members, and owning the end-to-end design of public sector experiences.

Essential Duties and Responsibilities:
•Collaborate with business, technology, product and design stakeholders to uncover customer and business goals, needs and objectives. Translate these insights into intuitive and engaging experiences.
•Translate complex quantitative and qualitative analysis into understandable concepts that enhance and evolve the holistic service experience
•Assist with managing and prioritizing enhancement roadmaps to help drive strategy across different engagements
•Advocate for the customer through human-centered design methodologies, including: design research, service and experience blueprinting, work session planning and facilitation, rapid prototyping and testing. Strategically define ideal public sector experiences across in-person and digital touch points
•Create and facilitate design workshops to engage and build alignment across different partners and teams, pulling from your diverse toolbox of service design methods to create compelling artifacts
•Support early product, service and experience development by working with internal and client partners to participate in discovery sessions that uncover customer pain points and opportunities, supported by qualitative insights and quantitative analysis
•Participate in the end-to-end product experience design by:
•Working with researchers to understand customer needs and define opportunities through usability and empathy studies
•Audit existing and blueprint new digital and in-person experiences, identifying opportunities and solutions for improvement and experimentation
•Creating process and user flows, journey maps and interaction models, resulting in low to high fidelity prototypes, artifacts, and tools
•Designing within existing – and creating new – standards to contribute to our internal design system, best practices, and guidelines
•Supporting effective storytelling and presentation of visual concepts to various stakeholders
•Partnering in creating high-fidelity design assets for acceptance, development, and delivery to market in partnership with technology colleagues
•Direct planning, staffing, budgeting, schedules, delivery, and quality to meet business requirements.

Minimum Requirements
•Bachelor’s Degree in Design, Computer Science, Anthropology, Human-Computer Interaction, or informatics required.
•At least 10 years of experience in service design, design strategy, human-centered design, design thinking tools and methods within an agency or consultancy required
•Familiarity with design and prototyping tools, such as: Figma, Sketch, Lucid and/or Adobe Creative Suite
Additional Qualifications:
•Advanced degree, trainings, or certifications in service design, design, HCI, or related design fields
•A portfolio showcasing previous Service Design work, with emphasis placed on delivered experiences and associated ROI
•Comfortable working with Product, Tech, Data, and Business partners to deliver services and experiences
•Familiarity with working in, and contributing to an established design system
•Experience running rapid tests / lean experiments

Essential Duties and Responsibilities:

– Lead the development of service design solutions and services that solve for today’s government service problems in innovative, feasible and desirable ways to bring transformative change to the citizens we serve and enable them to thrive and live better lives.

– Define and lead service design user engagements and research including observations, interviews, surveys, diaries, and other research methods.

– Champion a strategic, human-centered service design approach to create disruptive innovation and competitive differentiation.

– Drive the business in moving ideas from high-level product vision and strategy through road mapping, planning, and execution.

– Lead the design and facilitation of co-creation sessions, including immersion workshops, journey mapping and service blueprinting.

– Leverage a human-centered service design approach to rapidly gain deep understanding of citizen and organizational attitudes, behaviors, needs, pain points, opportunities, and aspirations to create innovative human service experiences.

– Frame design challenges, facilitate ideation, envision new concepts (challenge old ones), and rapidly prototype and evaluate designs.

– Use divergent design thinking techniques for the conceptual development of new experiences, products, services, processes and/or ecosystems, and converge innovative ideas to a set of digital and tangible solutions in partnership with team members, project stakeholders and business partners.

– Communicate insights, benefits, value propositions and design rationales to internal and external audiences in an intentional effort to move towards becoming a design-driven, people-centered organization.

– 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 in related field required.

– 10-12 years of relevant professional experience required.

– Human-Centered Design Certification, such as Service Design, Design Thinking, UX, etc. Experince leading and facilitating workshops, sometimes multiple engagements simultaneously.