Service Designer

CGS seeks a passionate, driven service designer to help create the future of federal services for our national security customer.  As a core member of our Customer Experience Team, you will collaborate with our customer and their stakeholders to:

• assess the current state of the core services they provide the American public, state, local, tribal, and territorial governments, and private industry;
• identify pain points in both frontstage and backstage processes and props
• craft innovative approaches to improving service delivery; and
• foster the support and continued use of service design and customer experience methodologies across the federal enterprise.

The right candidate should have the experience, skills, and creative insight to lead and execute all phases of service design, from discovery to prototyping.

Come be a part of a talented team of designers, storytellers, researchers, and business analysts leading our customer to “Aha!” moments in their service design/customer experience journey; moments that cement the value of design thinking in the minds of our customer and their leadership and propel federal service delivery (and public trust in the federal government) to new heights!

Job Responsibilities: 

• Planning and executing service design efforts from start to finish
• Leading and coordinating discovery efforts (e.g., customer and stakeholder interviews and surveys, journey mapping, etc.)
• Visualizing current and future state service delivery through service blueprints
• Facilitating the ideation of service improvements
• Participating in rapid prototyping and pilots of design concepts together with customers
• Collaborating in the development of service design success stories, case studies, and demos
• Crafting scalable service design resources and templates
• Facilitating service design training sessions with customers and teammates

Required Skills:

• Must be a US Citizen
• Must be able to obtain a Public Trust
• Bachelor’s Degree or equivalent experience in Service Design, Customer Experience Design, User Experience Design, Human Centered Design, or other related field
• 7+ years of combined professional service design, CX, and/or UX experience
• Demonstrated ability to deliver across all phases of service design
• Experience evaluating existing services to identify issues and develop service enhancement recommendations/hypotheses
• Proficiency crafting key service design deliverables (e.g., research outputs, detailed customer journeys, service blueprint, stakeholder maps, storyboards, interaction models, wireframes & prototypes for complex systems, testing plans, etc.)
• Experience collaborating with UX/ UI designers and technical teams for high-fidelity prototyping, piloting, and implementation efforts
• Excellent communication and customer service skills
• Experience establishing and maintaining rapid customer feedback loops to inform design at critical stages
• Results-oriented problem solver with high standards for quality, accuracy, attention to detail, and overall excellence
• Experience managing multiple projects simultaneously
• Self-starter, motivated, confident and has ability to work independently as well as in a team environment

Desired Skills:

• Strong presentation skills, the ability to act as an ambassador for the importance of design within our customer space
• Proficiency using Adobe Creative Cloud design applications
• Experience using Agile methodology to manage projects
• Demonstrated ability to work cross-functionally within an organization
• Experience with remote research and survey software