Senior Service Designer

As a Senior Service D esigner , you will be responsible for guiding government clients through our Design Intelligence™ framework , incorporating human-centered methods to solve end to end organization and experience challenges. You will lead and facilitate discovery sessions that uncover customer pain points and identify enterprise opportunities . You will serve as the voice of the customer, making sure their needs are considered and met within a proposed solution.

Contributions

Responsibilities

• Participate in all aspects of discovery to understand: client mission and goals; stakeholders, users and their ecosystems; current state journeys; user segments; program and project objectives
• Conduct workshops and interviews to frame pain points and opportunities ; define problem statements and validate hypothesis
• S ynthesize research and data to communicate insights and make recommendations that will shape mission/program strategy , service and workflow innovations , and a compelling future experience vision
• Create journey maps, service blueprints, vision road maps, personas, ecosystem and experience maps that articulate needs, gaps, and actionable recommendations for organizational and process improvements
• Collaborate and communicate stakeholder and user needs on a cross functional team within an agile environment
• Understand and embrace the specifications and constraints of a given technology, platform and/or operational environment and understand how research should be integrated into technological considerations
• Ensure all deliverables across a variety of projects are produced at the highest quality

Qualifications

Qualifications

• Ability to obtain a U.S. government Public Trust Security Clearance with the US Coast Guard
• 6+ years of experience in human centered design, service design, and/or customer experience design
• Current portfolio demonstrating ideology, methods, tools, skills, and craft
• Thorough knowledge and demonstrated experience conducting primary and secondary research including stakeholder and user-interviews, design-thinking and co-creation workshops and applying those insights to personas, journey maps, process maps, ecosystem maps, roadmaps, stakeholder maps, and service blueprints

Bonus Points

• Previous work experience in or with the federal government
• Previous work experience as a consultant