Service Designer

Experiences Required for This Role

Systems Design – At least 3 years of experience and use cases with the following:

• Champion Service Design within the State of Connecticut and work with the CT Digital Service to design and scale Connecticut’s digital services for diverse communities of users
• Design for both the target user’s experience and agencies’ ability to implement and scale
• Develop and deliver project reporting, requirements, documentation, and presentations
• Serve as an advisor to the greater digital team in developing services across health, business, transportation, education, etc.

Internal Collaboration – At least 3 years of experience and use cases with the following:

• Distill business, customer, and partner constraints into digestible components for the design team
• Instill project teams with the confidence and discipline to explore innovative design solutions while respecting partner deadlines
• Be collaborative. Contribute to healthy team motivation and morale, offering emotional and logistical support

External Collaboration – At least 3 years of experience and use cases with the following:

• Communicate the story of CTDS work with partners, agencies, and external stakeholders
• Analyze and respond to partners in a timely manner
• Engage the State of Connecticut’s partners to iterate, test and scale new service designs
• Participate in the delivery of a range of projects, defining project scope, goals, and deliverables in collaboration with key stakeholders
• Establish relationships and liaise with key stakeholders throughout the project lifecycle
• Work with the Program Director and UX/UI Manager to issue regular reports and troubleshoot problem areas
• Showcase progress and impact through quantifiable analytics

Digital Platforms, Tools, & Discipline – At least 3 years of experience and use cases with the following:

• Working with enterprise scale digital platforms and products
• Using of productivity and analysis tools to manage iterative delivery, such as JIRA, Google Analytics, Git Repository, MS TEAMS, Confluence

Knowledge, Skills and Ability

Service Design

• You know the power of well-crafted design direction and, as an engaged citizen, you see immense potential for change in the world.
• You’re passionate about social impact, government services, and great design.
• You have experience growing people-first services.
• You believe in iteration, and reiteration.
• You get things done.

Process

• You have launched, run, or scaled a service redesign initiative
• You have experience working in the field and in the studio
• You approach processes systemically and can view a challenge at multiple levels, including from the lens of a customer, consumer, or resident.
• You have experience designing and implementing solutions in resource-constrained environments.
• You are supportive in teammates’ skills and behaviors thought development and delivery

Communication

• You easily communicate and envision service concepts and ideas to team members, state-wide partners, and leadership.
• You use a diverse but tested set of methods and tools to illustrate the components and touchpoints of the service.
• You balance creative and analytical thinking with strong problem-solving skills
• You utilize judgement in dealing effectively and diplomatically with government staff
• You can maintain strict confidentiality

Preferred Skills & Qualifications

Other Desirable Skills

• An bachelors’ degree or higher in design, marketing, communications, or related field
• 5 years professional experience in design
• A portfolio of work
• 2 year of user-centered design
• 2 year of user research and analytics