Senior Service Designer

As a Senior Service Designer, you work strategically as well as tactically to design interactions across platforms and channels that respond to human needs, business goals and organizational capabilities. You have prior experience working with government programs and are able to plan and carry out work confidently in agile teams. You will scope projects, create plans or roadmaps, and deliver strong hands-on work that helps transform processes, communication channels, organizational strategy, and technology. Senior Service Designers do not have formal management or lead responsibilities, but an interest in teaching and coaching is essential.

Responsibilities

• Plan, coordinate, and conduct cross-product qualitative and quantitative research without guidance, and work collaboratively with dedicated product researchers.
• Produce the most helpful artifacts to map complex systems, evaluate  and identify opportunities for positive change
• Facilitate ideation and decision workshops with diverse audiences
• Help teams and decision-makers move from analysis to action with clear, concise, and strategic recommendations
• Navigate complex organizational relationships to resolve questions, disagreements, and blockers.
• Build inclusive, respectful partnerships with diverse groups of people
• Mentor and invest in other team members to help them grow in their careers at A1M and beyond.

Qualifications

Bachelor’s Degree plus 7+ years of full-time related professional experience, or 11+ years of full-time related professional experience without a degree. You must already have legal authorization to work within the US.

A portfolio or resume that demonstrates:

• Systems thinking, as evidenced by artifacts like service blueprints, system maps, etc.
• A wide range of prototyping and design methods
• Critical engagement with service quality metrics and/or key performance indicators
• Taking services from early discovery to iterative improvement
• Cross-functional collaboration with engineering, product managers, other designers and researchers, and subject matter experts
• Strong partnerships across organizational boundaries
• Experience applying service design approaches in government or healthcare

Nice, but not necessary:

• Background in user experience or interaction design
• Personal experience with government health and human services programs
• Working knowledge of Medicare, the ACA, MACRA, Medicaid, or CHIP