Service Designer

As a Service Designer you will you be evaluating human needs, business goals, organizational capabilities and supporting technology to design effective and efficient services that positively impact interactions and experiences of external customers. In this high visibility, high-impact role, you’ll work collaboratively with cross-agency communities of practices to define the customer experience and the internal capabilities to support it. You will define, design, prototype and implement business processes supported by technology that reflects the most effective paths, representing a simplified and seamless client experience and a streamlined and integrated employee experience.

At Bixal you will join a multidisciplinary collective of researchers, designers, strategists, and product managers creating innovative digital products, services and experiences that have a positive impact on the American public and communities around the world.

Responsibilities:

• • Lead the design of service blueprints and optimized customer journeys
  • Evaluate existing customer journeys, establish strategies, and develop a roadmap forward that will result in positive, measurable outcomes
  • Develop actionable insights blending quantitative and qualitative research
  • Facilitate communities of practice, representing diverse business interests, stakeholders, and teams to deliver outcomes that improve an organization’s ability to meet its business objectives and customer needs and expectations
  • Determine the best methods, tools, collaboration approach and outputs based on identified explicit and latent needs
  • Design and facilitate collaboration journeys
  • Facilitate the integration of people, process, technology, and product
  • Define metrics for success and design a system to monitor journeys and identify future opportunities
  • Articulate and champion human-centered design methods and approaches, design thinking, service design, and CX with client’s communities of practice

Qualifications:

• • Bachelor’s degree in Human-Centered Design, Business, Human-Computer Interaction, Design, or related field
  • 5+ years of experience as service designer
  • Experience conducting user research, from the planning stage through execution and translation into actionable insights
  • Strong understanding of human-centered design strategies, methods, and approaches, and how to apply them
  • Experience leading design activities for complex business solutions
  • Ability to communicate functional capabilities of systems and applications through a service design lens, using layman’s terms
  • Strong consultation and collaboration skills; comfortable facilitating meetings and workshops with cross-functional project teams

Nice to Haves:

• • Master’s degree
  • Consulting/agency experience
  • Previous work with federal government agencies or initiatives