Service Designer

As a Service Designer your 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.

Responsibilities:

• • Lead the design of service blueprints and optimized customer journeys.
  • Evaluate existing customer journeys, establishing  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 Business, Human-Computer Interaction, Design or related field.
  • 5+ years of experience as service designer or UX professional on digital transformation projects
  • Strong understanding of human-centered design strategies methods and approaches, and how to apply them to advance digital transformation.
  • Experience leading design activities for complex business solutions.
  • Ability to communicate functional capabilities of systems and applications through a CX lens, using layman’s terms.
  • Strong consultation and collaboration skills. Comfortable facilitating meetings and workshops with cross-functional project teams.
  • A portfolio demonstrating how a user-centered design approach had a measured impact on the overall customer experience and demonstrated value to the business.
  • Ability to obtain a Public Trust security clearance.

Nice to Haves:

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