Service Designer

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

📋 Description

• Design and implement comprehensive service experiences encompassing customer intake, onboarding, platform adoption, support, and ongoing improvement processes.

• Develop and uphold customer journey maps, service blueprints, personas, stakeholder maps, and process flows.

• Lead discovery and user research initiatives to gain insights into customer needs, business objectives, and operational challenges.

• Convert user insights into service design recommendations that enhance customer satisfaction and operational efficiency.

• Ensure services are accessible, user-friendly, scalable, and aligned with customer experience standards.

• Evaluate workflows and business processes to uncover inefficiencies, bottlenecks, and opportunities for automation.

• Facilitate business process reengineering initiatives to optimize operations and elevate service delivery.

• Collaborate with product managers, designers, engineers, architects, data teams, and government stakeholders.

• Present findings, recommendations, and service improvement roadmaps to leadership and stakeholders.

• Create and maintain service design artifacts, governance documentation, operating models, and process standards.

• Assist in developing onboarding guides, customer lifecycle frameworks, and service delivery playbooks.

• Perform additional duties as assigned.

⛳️ Requirements

• A minimum of 5 years of experience in service design, customer experience, business process improvement, organizational change management, or related fields.

• Proven experience in designing and executing end-to-end service experiences across various stakeholder groups.

• Proficiency in service blueprinting.

• Proficiency in customer journey mapping.

• Proficiency in human-centered design principles.

• Proficiency in process mapping and optimization techniques.

• Proficiency in design thinking facilitation methods.

• Proficiency in change management methodologies.

• Experience in facilitating workshops, engaging stakeholders, and conducting requirements-gathering sessions.

• Strong written and verbal communication abilities for both technical and non-technical audiences.

• Experience working in Agile environments and within cross-functional teams.

• Capability to obtain and maintain a Public Trust clearance.

• Authorization to work in the United States without sponsorship.

• Active Public Trust clearance is preferred.

• Relevant certifications such as CCXP, Human-Centered Design, or Service Design are advantageous.

• Ability to foster organizational alignment among diverse stakeholder groups.

• Exceptional analytical and problem-solving capabilities.

• Experience in measuring service effectiveness and leveraging data to inform decision-making.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• 401K matching contributions.

• Profit-sharing opportunities.

• Paid time off.

• Dedicated training time for personal development.

• Flexible spending accounts.

• Employer-paid life insurance.

• Employer-paid short-term disability coverage.

• Employer-paid long-term disability coverage.

• Education assistance program.

• Potential for merit increases upon obtaining work-related certifications.

• Employee recognition programs.

• Referral programs.

• Spot bonuses.

• Additional benefits that ensure financial protection for employees and their families.