Senior Service Designer

Lead an array of projects that delve into customer experiences spanning front-stage, back-stage, and support actions and processes to establish a complete understanding of their needs, current processes, expectations, and pain points through a variety of tools and techniques, including extensive market research, ethnographic research, workshops, and usability testing to synthesize research into actionable user insights for clients, designers, developers, and other stakeholders. Apply human-centered design and design thinking approaches to guide the discovery and production of low-fidelity and high-fidelity deliverables, including progress reports, journey maps, services blueprints, eco-system maps, and stakeholder maps that identify points of improvement across front-stage and back-stage experiences. Manage approaches that identify and solve complex problems. Design intuitive digital services and experiences for government clients while integrating and leading multidisciplinary projects.

Basic Qualifications
• 5+ years of experience with interface service design solutions for clients
• Experience with a service design discipline
• Experience with creating a project vision, execution, and overall quality
• Experience with planning and conducting user research sessions including moderator guides to generate artifacts from synthesis
• Experience with workshop planning and facilitation
• Experience with iterative prototyping
• Ability to respond positively to shifting priorities, setting expectations against real world limitations, and project timelines
• Ability to obtain a security clearance
• HS diploma or GED

Additional Qualifications:
• Experience with Adobe Creative Suite or Sketch/InVision
• Experience in working with digital technologies, including mobile, web, and apps and prototyping tools
• Possession of excellent oral and written communication skills