Service Designer

As a Service Designer, you will report to the Innovation Studio Manager, and you’ll work in a multidisciplinary team, alongside process improvement professionals, analysts, and cross-functional teams in creating and rapidly iterating world-class, human-centered public services. You will be challenged with and engaged in unique, prominent, and high-impact initiatives. In this role, you will also champion the adoption of Human-Centered Research and Design at Maricopa County.

As a crucial member of the Innovation Studio, you will also contribute to developing and advancing the unit’s body of work and the strategic positioning of Maricopa County as a regional and national leader in service design and government operations.

Position Qualifications

We recognize your time is valuable, so please apply if you meet the following required qualifications.

Education

• Bachelor’s degree in Design, Public Administration, Business Administration, Research or closely related field with coursework in design

OR

• Bachelor’s degree in any field and additional certificate programs in design-related education (Human-Centered Design, Service Design, etc.)

Experience

• Two years of professional experience of conducting and interpreting user research using design research techniques demonstrated through strong facilitation and presentation skills and results removing complexity from services
• One or more years of experience facilitating and leading through the entire project lifecycle using design frameworks. Project lifecycle will include stages from conception, aligning and understanding stakeholder needs, conducting and synthesizing research, ideating and prototyping solutions, and implementation of design-based solutions created in collaboration with project teams.

OR

• A combination of post-secondary education and/or job-related experience may substitute for the minimum qualifications on a year-for-year basis

Other Requirements 

• Experience navigating through highly ambiguous or uncertain situations to deliver results
• Exceptional soft skills and ability to work with diverse groups of stakeholders

Our Preferred Candidate has

Essential Job Tasks

The tasks listed are a representation and not an all-inclusive list of essential job tasks for this position.

• Leads high-visibility and complex projects across Maricopa County to redesign essential government services and products; acting as project manager, facilitator, trainer, and analyst for assigned projects
• Navigates through highly ambiguous or uncertain situations to deliver results (i.e., Leading a cross-functional team through organizational change to meet strategic objectives, adjusting strategy based on qualitative or quantitative strategy)
•  Conducts and synthesizes user-centered research in the development of products or services (i.e., developing user research plans, conducting user interviews, contextual inquiries, and qualitative research)
• Facilitates participatory design workshops to visualize the process, services, or systems in order to identify and prioritize pain points (i.e., developing problem statements, service blueprints, journey maps, pain point identification, prioritization, etc.)
• Develops products or services iteratively using human-centered research and design within large or complex environments (i.e., conducting usability testing, using iterative design tools and frameworks, etc.)
• Presents research findings and provides recommendations for improvement to leadership
• Delivers products or services  (i.e, leading client-facing consulting projects or initiatives, collaborating with cross-functional teams to achieve organizational or project objectives, developing implementation plans)
• Works with frontline staff and managers to train, coach, and guide stakeholders and cross-functional team members in adapting to and understanding how to translate design tools and methods into practice