Senior Service Designer

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Work collaboratively with UX/CX researchers to carry out qualitative and quantitative studies involving federal clients, frontline personnel, and program executives.

• Examine policies, operational workflows, and legacy systems to gain a comprehensive understanding of the entire service ecosystem from start to finish.

• Create in-depth current-state and future-state service blueprints and journey maps that illustrate the interactions among people, processes, data, and technology.

• Detect friction points and underlying causes throughout operations, contact centers, digital interfaces, and backend systems.

• Convey complex systems using clear, actionable visuals and documentation.

• Design comprehensive services that align user requirements, agency priorities, compliance mandates, and operational viability.

• Formulate future-state concepts, experience principles, operational suggestions, and implementation roadmaps.

• Prototype service modifications, including workflows, scripts, task flows, process updates, and policy ideas.

• Confirm that designs comply with federal accessibility (Section 508), equity, privacy, and security standards.

• Partner with researchers to test concepts with users, validate assumptions, and facilitate iterative enhancements.

⛳️ Requirements

• Over 7 years of experience in service design, human-centered design, UX/CX strategy, or systems design.

• A Bachelor’s degree is required.

• US Citizenship is mandatory for this federal government position.

• Must be eligible to obtain Public Trust clearance.

🏝️ Benefits

• Reasonable accommodations are available, including, but not limited to, support for disabled veterans, individuals with disabilities, and those with sincerely held religious beliefs, throughout all stages of the application and employment process.