The Service Designer will lead human-centered design efforts to enhance user and customer experiences within federal agencies. This role focuses on uncovering user needs through research, developing service design artifacts, facilitating collaborative workshops, prototyping solutions, and guiding implementation to improve public service delivery.
Responsibilities
- Conduct user research using methods such as interviews, contextual inquiry, focus groups, surveys, and usability testing.
- Analyze both qualitative and quantitative data to uncover service gaps and identify opportunities for improvement.
- Utilize AI-powered tools to assist in synthesizing research findings and generating insights.
- Transform research outcomes into practical insights that guide service enhancements and inform product requirements.
- Produce service design outputs including customer journey maps, service blueprints, ecosystem maps, personas, opportunity frameworks, and UX deliverables like wireframes and user flows.
- Convert insights into service concepts, digital interaction models, and operational recommendations.
- Lead discovery sessions, product requirement workshops, design sprints, and co-creation activities with stakeholders, users, and product owners.
- Document functional requirements, user stories, and conceptual designs to guide solution development.
- Work with development teams to turn service and UX insights into technical specifications and implementation plans.
- Collaborate with product managers, engineers, analysts, and policy experts to ensure service improvements align with technical and operational constraints.
- Manage communication with stakeholders and provide regular updates on project status, findings, and recommendations.
- Develop low- and high-fidelity prototypes to test and validate service and product concepts.
- Use low-code or no-code platforms and design tools to quickly prototype service improvements and digital workflows.
- Conduct concept testing and usability evaluations to iteratively refine and improve solutions.
- Perform usability testing and user acceptance testing (UAT) to ensure solutions meet user needs and requirements.
- Partner with project leadership and cross-functional teams to turn design outputs into implementation roadmaps and operational changes.
- Support the creation of experience, usability, and service performance metrics to measure impact and guide continuous improvement.
- Produce client-ready deliverables from initial concept through final presentation.
- Coordinate with project leadership on the direction and progress of project activities.
- Work effectively in team settings, welcoming input and collaborating to create comprehensive solutions.
- Adapt to evolving project scopes and shifting priorities.
- Identify and escalate risks to Team Leads in a timely manner.
- Apply strong critical thinking to balance strategic vision with delivery-focused execution.
- Act independently with initiative, pay close attention to detail, proactively manage tasks, and engage comfortably in giving and receiving feedback.
- Demonstrate excellent interpersonal, written, and presentation communication skills.
Requirements
- Bachelor’s degree required.
- 4 to 7 years of professional experience in service design, user experience, customer experience, or human-centered design.
- Experience conducting qualitative user research.
- Experience developing service design artifacts such as journey maps, service blueprints, and personas.
- Strong facilitation and communication abilities.
- Ability to collaborate effectively in multidisciplinary teams.
- Demonstrate curiosity and an open-minded approach to problem-solving.
- Thrive in iterative environments using the Build-Measure-Learn cycle.
- Ability to obtain and maintain a Public Trust or equivalent federal security clearance.
Nice to Have
- Experience supporting federal government consulting projects.
- Certification in Human-Centered Design or Service Design is a plus.
- Experience working in both digital and physical service environments.
- Familiarity with accessibility standards and federal digital service requirements.
Tech Stack
Figma, Mural, Dovetail, Microsoft Teams, Slack, AI-enabled tools for research synthesis, ideation, and service concept development
Benefits
- Flexible paid time off (PTO)
- Healthcare coverage including medical, dental, and vision
- Flexible Spending Account (FSA) and Health Savings Account (HSA)
- Short- and long-term disability insurance
- 401(k) plan with employer contributions
- Training and wellness allowances
- Commuter benefits
Compensation
Not specified. Equity: Not specified. Highly competitive benefits package
Work Arrangement
Not specified
Team
Small company environment with cross-functional teams including product managers, engineers, analysts, and policy teams. Reports to Team Leads.
- Combines creativity and practicality to deliver meaningful results for clients
- Values the intersection of art and science in problem-solving
- Seeks self-starters who can confidently work independently and tackle challenges
- Actively seeks feedback from customers and employees to drive growth
- Small company where individuals have a significant influence on shaping culture
- Driven by evidence-based decision-making
- Grounded in deep understanding of user needs
- Focused on delivering measurable impact
Additional Information
- A portfolio showcasing service design, customer experience, or research work is required.
- Up to 25% travel may be required for field research, workshops, and prototyping activities.
- Candidate must be able to obtain and maintain a Public Trust clearance.
Not specified
