Senior Service Designer

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

📋 Description

• Work in collaboration with UX/CX researchers to carry out both qualitative and quantitative research involving federal customers, frontline personnel, and program leaders.

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

• Create detailed current-state and future-state service blueprints and journey maps illustrating the interactions among people, processes, data, and technology.

• Identify friction points and underlying causes across operations, contact centers, digital interfaces, and backend systems.

• Convey complex systems through clear and actionable visuals and documentation.

• Design integrated services that balance user needs, agency priorities, compliance requirements, and operational viability.

• Develop future-state concepts, experience principles, operational recommendations, and implementation roadmaps.

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

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

• Collaborate with researchers to evaluate concepts with users, verify assumptions, and facilitate iterative enhancements.

• Partner with product, engineering, and operational teams to ensure that solutions are feasible and scalable within federal limitations.

• Lead co-creation workshops and working sessions with customers, program offices, IT teams, researchers, operational personnel, and policy specialists.

• Foster alignment among diverse stakeholders and aid decision-making in complex environments.

• Act as a liaison between research insights, business needs, and technical execution.

• Assist in rollout planning, sequencing, and change management for large federal initiatives.

• Contribute to executive briefings, playbooks, and long-term service enhancement strategies.

⛳️ Requirements

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

• A Bachelor’s degree.

• US Citizenship is mandatory for this federal government position.

• Must have the ability to obtain Public Trust clearance.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Professional development opportunities