Service Designer

We’re looking for a Service Designer to join our talented team of technologists in driving this movement forward.

You’ll be a key part of our small, but rapidly growing team, which consists of former Presidential Innovation Fellows, founders of 18F, and members of the U.S. Digital Service.

We work in small, fast, agile teams to create exceptional customer experiences and enduring solutions out of the government’s most complex design and technology challenges. The work is challenging, but highly rewarding.

Requirements

What you’ll do:

• Lead strategy and planning to define service design engagements
• Iteratively conduct the core of activities of service design — research, ideation, prototyping, and implementation — as part of a multidisciplinary, lean-agile team
• Understand people and their behavior in relation to a service through research planning (e.g., what research methods to use), data collection (e.g., contextual inquiry), then synthesize research data through visualization and analysis (e.g., service blueprints)
• Generate ideas related to addressing the problem space through ideation planning, idea generation (e.g., brainwriting), and idea selection (e.g., decision matrix)
• Explore, evaluate, and communicate how people might experience or behave in future service situations through prototyping (commonly requires paper or clickable prototypes but may need other ways to validate user interactions and experiences)
• Implement changes to the components of a service — organizational, operational, human, technological, and physical — through activities such as process reengineering, software development, and change management
• Maintain organized, well-written documentation throughout the process

What we’re looking for:

• You have 4+ years of experience as a service designer/researcher on complex systems and applications within a multidisciplinary, lean-agile team
• You can understand stakeholders, entities, and users and can identify who they are and what their needs are, based on evidence
• You can visually synthesize, articulate, and solve complex problems and concepts
• You can apply critical thinking skills to identify and prioritize opportunity areas based on research findings
• You can make and guide effective decisions, explaining clearly how the decision has been reached
• You’re an effective communicator and facilitator within a remote environment. You’ve planned and led structured workshops to gain alignment, and drive outcomes. You’re able to adjust your communication style across organizational, technical, and political boundaries.
• You can engage the whole multidisciplinary team
• A good grasp on the tools of the trade, and the ability to be nimble and resourceful if constraints arise

Benefits

We focus on supporting you in a variety of ways:

• Competitive salary
• Medical insurance, dental insurance, vision insurance
• Short-term and long-term disability insurance
• Life and AD&D insurance
• Dependent care FSA, healthcare FSA, health savings account
• Dollar-for-dollar 401(k) match up to 10% of your salary
• Flexible paid-time-off policy (minimum of 29 days), which covers any type of leave (such as holiday, sick, and vacation) that you need or want to take
• Minimum of 9 weeks paid time off for all eligible new birth, adoption, or foster parents
• Performance rewards, including annual salary increase, annual performance bonus, spot bonuses, and stock options
• Business development / sales bonuses
• Referral bonuses
• Annual $2,000 allowance for professional development
• Annual $750 allowance for tech-related purchases
• Annual swag budget of $50 to display your Skylight pride with some merchandise (hoodies, hats, and more)
• Dollar-for-dollar charity donation matching, up to $500 per year
• Access up to $1,000 before payday to cover emergency expenses
• Remote-friendly work environment
• An environment that empowers you to unleash your superpowers for public good