Service Designer

What the job looks like: 

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

• 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
• Create service design concepts and prototypes, and run experiments to test end-to-end service concepts, prototypes, and systems
• Collaborate with others on qualitative and quantitative design research, and then communicate the resulting research insights to stakeholders
• Advise teams as they solve complex service dilemmas involving people, processes, and business systems
• 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
• 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

Why we want to hire you:

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 and Bachelor degree in related field
• Experience working in agile and waterfall development environments
• 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 and enterprise applications
• 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)