Senior Service Designer (Strategist)

Key Role:
Collaborate with clients and interdisciplinary teams to uncover possibilities, define actionable insights, and identify opportunities for furthering the client’s mission. Apply expertise in human-centered design to rapidly research, design, and prototype new service and digital experiences and lead ethnographic research and contextual design investigations to comprehend behaviors, pain points, needs, and aspirations. Drive synthesis and insight generation with an emphasis on collaboration and effective group facilitation. Provide systems-level thinking to dissect and interpret the entire ecosystem of a product, service, or system and introduce creative solutions that harmonize people, technology, and business needs. Communicate, envision, and contribute to design deliverables, including ideas, service models, customer journeys, scenarios, personas, system maps, infographics, and artifacts to support a client mission. Provide human-centered planning to develop new business models and change management approaches, develop strategic roadmaps, define requirements, outline processes, and generate business cases to support work stream objectives. Conduct qualitative and quantitative methods of evaluation and contribute to thought leadership in the fields of service design and design thinking.

Basic Qualifications:

-5+ years of experience with service design, design thinking, design research, business design, or customer experience strategy

-3+ years of experience with leading client-facing projects

-Experience with working on an end-to-end service design project

-Experience with using facilitation techniques in different environments

-Experience with ethnographic fieldwork, generative research, and making sense of qualitative and quantitative data

-Experience with creating implementation plans for service and digital solutions

-Experience with client negotiation and setting expectations against real world limitations

-Ability to obtain a security clearance

-BA or BS degree

Additional Qualifications:

-Experience with prototyping, including sketching or using tools, such as Adobe InDesign, Photoshop, Illustrator, Omnigraffle, or Visio

-Experience with Illustration work or creative visualization and communication of data from generative research, insights, and findings

-Ability to submit a portfolio

-MA or MS degree