Service Designer

What You’ll Be Doing

We’re looking to change the world by building software with a soul, and we want your help.

The Service Designer III is an adept storyteller who leads the team to define interactive experiences, products, and services. They focus on strategic and implementation disciplines and are responsible for developing solutions from research to release to address pain points and innovate through opportunity areas. They set the future vision for products and services that inspire people and meet user, customer, and business needs. Their leadership of the team helps set the direction and assure customers of the quality of design delivery across cross-functional teams and highly complex services.

What you should know:

• Preferred team member in Maryland with a hybrid work environment. Our office is located in the Spark Building in Baltimore!
• Fully remote options available for candidates located outside of Maryland.
• To protect our Fearless community, and in consideration of the Executive Order on Ensuring Adequate COVID Safety Protocols for Federal Contractors, the U.S. Centers for Disease Control and Prevention (CDC), the Department of Labor, Occupational Safety and Health. Administration (OSHA), and a variety of public health authorities, Fearless is implementing a mandatory COVID-19 vaccination policy for our full workforce. This vaccine mandate will help keep our people and our community safe through this ongoing health crisis.
• All new employees must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for the position. Reasonable accommodations for qualified exemption requests will be considered.

We need your Service Design skills! What other skills will help you succeed at Fearless? Glad you asked! We’re excited about candidates who have the following:

Responsibilities and Contributions:

• Organizational and Leadership Role
  • Builds scalable service design solutions for multiple cross-functional teams, as well as Business Development strategies for new opportunities.
  • Cultivates a community of growth and development through coaching and mentoring others to develop their professional skills.
  • Grows our design community and strategies, leads discussion of design practices and standards, and contributes to practice area communities and activities.

Functional Roles:
Collaboration & Communication

• Defines and champions research processes and tools to enable teams to improve and incorporate research in their work.
• Coaches team and customers to develop the cultural conditions and best practices needed to design and deliver human-centered services.
• Mentors inexperienced teams to adopt human-centered practices and embed them into an agile workflow.

Research & Analysis

• Analyzes and champions the vision of how organizations need to change to deliver more effective services.
• Defines key metrics and measurements for organizations to evaluate their impact, working in collaboration with the team to use this data to support iteration on and improvements to what they deliver.
• Derives qualitative and quantitative insights from data analysis and designs connected products and services, and/or crafts applicable solutions and strategies with customers, stakeholders, and the team.

Design

• Leads the team in understanding how to visualize and build services holistically across all touchpoints.
• Leads the design and development of impactful user strategy and service design deliverables.
• Plans and facilitates participatory and iterative design activities and co-creation workshops with stakeholders and team members.
• Advocates for inclusive practices and helps the team design and deliver accessible services that work for all users.

Essential Skills, Experience, and Competencies:

• Experience and deep knowledge of the Public Health system.
• Ability to operate and manage work, strategically reason, build relationships, and influence others.
• Expert in identifying user and business needs and developing solutions to meet those needs through strong influencing and communication skills.
• Ability to coach and mentor others on the principles and best practices of service design.
• Demonstrated expertise in design thinking and user-centric design approaches, and ability to apply them across a variety of services.
• Expert knowledge of service mapping methods.
• Ability to evaluate the feasibility and consequences of design decisions.
• Ability to make decisions based on managed levels of risk and complexity.
• Ability to create or collaborate on prototypes of various levels of fidelity to showcase user needs across omni-channel journeys.
• Experience with research, strategy, information architecture, service design, prototyping, and testing.
• Demonstrated expertise conducting a variety of research activities with customers and/or using qualitative and quantitative tools for research.
• Demonstrated expertise in using research to analyze behavior and motivation, and making decisions based on evidence.
• Expert in managing stakeholder relationships and expectations.
• Expert in the end-to-end journey of a project, from navigating initial discovery to end delivery.
• Ability to organize, plan, and execute work, with strong time management skills.