Service Designer

MANDATORY SKILLS/EXPERIENCE Note: Candidates who do not have the mandatory skills will not be considered – HYBRID 3 days ONSITE

• 4 years of experience in user research, service design and/or UX design (or related fields) during which time candidate had demonstrated experience independently planning, recruiting for, conducting, and synthesizing user research sessions and/or service design efforts

• Deep understanding of service design principles, practices, and methods

• Understanding of user research principles and benefits

• Understanding of product development methodology, frameworks, and principles

• Some skill in UX software including Figma

• Data and evidence-driven decision making

• Some knowledge of modern technology, including cloud technology, architecture, agile delivery methods and software practices

• Ability to guide design decisions in complex service areas, helping stakeholder see opportunities and leading process change and plotting a path forward

• Ability to understand technical complexity and risks, run collaborative design activities, influence senior leaders and others.

• Ability to help services build and deliver on transformation vision

• Ability to manage risk, and explain the trade-off between complex risk factors to find simple ways forward

• Ability to facilitate and guide services, make decisions, and plot the path forward.

• Ability to prototype in different ways: on paper, in static code or in conversation

• Ability to build clear visualizations of service and user journeys to help teams plan and prioritize work, working alongside a Product Manager

• Able to build great relationships with a wide range of disciplines

• Relentless user focus, with the ability to contribute to user research and the translation of user feedback into design decisions

• Extensive experience planning, designing, and delivering user research in the context of product and service design

• Nuanced understanding of diversity, equity, inclusion, and accessibility in the context of digital service design

• Experience working in multidisciplinary teams to design and build services and improve existing service delivery

• Experience delivering prototype interactions against time constraints to help unlock creative thinking in a team

• Experience of managing service design projects and programs in large organizations

• Experience of facilitating cross-organizational work, helping disparate parts of an organization to map and understand its interdependencies

• Proven experience of building positive relationships with a range of both internal and external stakeholders

• Experience leading design crits and community sessions

DESIRABLE SKILLS/EXPERIENCE:

• Ability to translate learnings into wireframes and/or prototypes for further testing

• Ability to create and conduct compelling and concise presentations to senior stakeholders on the learnings from user research

• Knowledge of systems thinking

• Understanding of the history of service design

• Coaching and mentoring

• Desire to take an active part in the cross-government digital and design community.

• Ability to coach teams in agile ways of working

• Ability to apply digital ways of thinking to non-digital problems

• Experience coaching people in a non-agile organization how to embrace service design and user focus

• Experience leading service design teams to help an organization understand and solve large, complex problems