Senior Service Designer

What the job looks like: 

As a member of a cross-functional agile team working within a large organization of dozens of stakeholders, the service designer helps break down organizational silos by applying human-centered design (HCD) practices to inform products and services.

You’ll:

• Work with stakeholders, engineers, project managers, and varied user groups to analyze process, metrics, data, and experiences to identify opportunity areas, inform design directions, recommend solutions, and resolve business problems
• Iteratively create service design concepts and prototypes, and run experiments to test end-to-end service concepts, prototypes, and systems
• Engage in continuous discovery with customers to not only identify opportunities but to consistently evaluate solutions as the team’s understanding of the problem space evolves
• Collaborate with others on qualitative and quantitative design research, and then apply the resulting research to product development
• Identify and employ the fastest, cheapest way to test the team’s ideas
• Become an expert in the users’ existing processes and procedures
• Advise teams as they solve complex service dilemmas involving people, processes, and business systems
• Pair or mob with other members of a cross-functional development team
• Coach other team members on basic HCD knowledge that all developers should have
• Analyze and synthesize human and digital data into actionable insights using presentations, user journeys, and service maps that prompt next steps with intended partners and users
• Design APIs to solve problems for both system and human end users
• Create service design blueprints, personas, customer journey maps, ecosystem maps, and other service design artifacts
• Help the team strategize holistically to solve problems across all user touchpoints and channels; understand how all of the different pieces of the user experience align

Why we want to hire you:

You are a master of applying human centered design techniques using a startup mentality. You prefer to incrementally drive learning and development, from strategy to surface details, incrementally through authentic use and rapid iteration.

You welcome change as a positive thing (instead of viewing it as “rework”) and never look at anything you deliver as “final.” You understand when “good enough” really IS good enough, without ever compromising on the overall product quality.

You have: 

• 4+ years of design experience
• Bachelor degree in related field or equivalent experience
• Experience working in agile development environments
• Experience in a start-up or start-up-like business setting
• Strong collaboration skills with proven ability to work within a geographically distributed team
• Fluency in the use of service design techniques like value proposition, journey mapping, service specification, blueprinting, testing, etc.
• Proficiency in sketching, visualizing, prototyping, and testing of service solutions in both early and late stages of development
• Experience designing for complex data systems, enterprise applications, and APIs
• Strong facilitator and presenter skills
• Excellent written and verbal communication skills
• Excellent analytical and creative problem-solving skills
• A great sense of humor, can-do attitude, and a deep belief that the whole is greater than the sum of its parts
• Experience using Optimal Workshop, usertesting.com, and other services that help facilitate both in-person and remote testing
• Experience working with federal government agencies and/or healthcare organizations (preferred)
• Experience working with Jira, GitHub, Confluence, and other similar project management tools (preferred)
• Experience using Figma, Mural, LucidChart, and other similar design tools (preferred)
• Familiarity with United States Web Design System (preferred)

At Flexion, we live by these principles:

• Speak openly and honestly with your colleagues and clients about problems and proposed solutions
• Welcome and handle changing requirements and priorities with little or no warning
• Collaborate online in small groups about 50% of the time
• Encourage simple and minimal solutions that keep options open
• Expect and vocally advocate for quality first
• Learn new practices and techniques as the situation demands
• Ensure the teams develop demonstrable software every week or two
• Do what needs to be done to deliver the product or project without ego or attitude
• Dig deep to find the root causes of problems so we can create the right solutions
• Relentlessly improve yourself, your team, and your processes