Service Designer

The Position: Service Designer

XCell is looking for a service designer to join our Center for Medicaid and Medicare team. As a member of this team you will be part of a team of multidisciplinary designers & Subject Matter Experts whose focus is to unify a suite of Medicaid and Children’s Health Insurance Program (CHIP) business products and services. As a Service Designer at XCell you will use various design thinking and research methodologies to create tools, interactions and services across multiple departments and product teams within the Centers for Medicaid and CHIP Services (CMCS). Not only will you have the opportunity to teach and facilitate a design thinking culture, you will be hands-on throughout the strategy, research, development and implementation process.

What it looks like:

We are looking for passionate Service Designers to join our small, yet growing team. We value people. That means we’re always thinking about the needs of our teams, customers, their users, our communities, and our world at large.

• Facilitate & lead multiple design thinking workshops, with subject matter experts.
• Develop the systems & tools needed to assist users with the understanding and alignment of complex systems.
• Experience and deep knowledge of the Public Health system.
• Develop strong stakeholder relationships.
• Navigate complex organizational relationships to resolve questions, disagreements, and blockers.
• Ability to operate and manage work, strategically reason, build relationships, and influence others.
• Expert in identifying user and business needs and developing solutions to meet those needs through strong influencing and communication skills.
• Ability to coach and mentor others on the principles and best practices of service design.
• Navigate complex organizational relationships to resolve questions, disagreements, and blockers.
• Communicate product vision, and delivery strategy to stakeholders.
• Recommend best Human Centered Design practices
• Document the process lean in and share why certain decisions where made
• Ideate, prototype, test, repeat!
• Lead various qualitative and quantitative user research studies including leading workshops, small group sessions.
• Document research findings and generate various reports such as decision docs.

What we are looking for:

• Preferred team member live in Maryland.
• Demonstrated interest and aptitude in service design methods
• Team players that wears empathy on your sleeve and champions the user’s direct needs.
• Strong verbal and written skills
• Strong visual skills, experience delivering multiple digital products from start to finish
• Strong communication skills, with the ability to engage directly with stakeholders
• Ability to align multiple stakeholders on a singular product vision
• Ability to identify and communicate constraints and can work within them.
• Experience establishing, iterating, and documenting research findings.
• Strong aptitude to facilitate and lead design workshops or community of practice sessions
• Strong communication skills with the ability to break down complex concepts clearly and persuasively across different audiences.
• Experience working in an agile team
• Strong understanding for designing accessible (a11y, WCAG, 508 Compliance) digital products

Qualifications/Experience

• Experience working with the Center for Medicaid & Medicare (preferred)
• 4 – 6+ years of experience designing digital (web, mobile, or other digital) products
• Strong foundation in visual design. You obsess over the details but you know when to be agile and push for MVP (ship it).
• Ability to authoritatively communicate and facilitate discussion around usability, accessibility and interaction design.
• Experience with visual and user interface design, including typography, layout, color theory and common interaction patterns.
• Ability to work collaboratively within a group, actively network with others and provide varying feedback to the team at the appropriate time to ensure that decisions stick.
• Ability to select the appropriate prototyping method for the task at hand.
• Ability to identify and communicate constraints and can work within them.
• Experience establishing, iterating, and documenting design patterns to solve problems.
• Ability to effectively communicate research findings, conceptual ideas, detailed design, and design rationale and goals both verbally and visually.
• Experience using a variety of design and prototyping tools.
• Experience implementing and coaching others on design best practices and standards.

• Ability to communicate (complex) interaction concepts clearly and persuasively across different audiences and varying levels of the organization.
• Strong communication, presentation, and analytical skills.