Lead Service Designer: Transform Public Services (Hybrid)

Service Design Jobs; Massachusetts; Hybrid; USD 120,000 - 170,000; Full time

Job summary

MassAbility in Massachusetts is seeking a Principal Service Designer to help transform how we deliver services to people with disabilities. You will lead our design efforts and work on end-to-end experiences that blend digital and in-person touchpoints.

You will collaborate across teams, create service blueprints and journey maps, and contribute to roadmap development while mentoring others to foster a constituent-centered design mindset.

Qualifications

• 8-10 years of professional experience in service design and digital product design.
• 5+ years of experience as a lead service designer in agile cross-functional design and development environments.
• 3+ years of experience in complex government environments (or something similar).
• Demonstrated ability navigating ambiguity and enabling teams to make difficult decisions.
• Deep expertise in service design, experience research, experience/design strategy.
• Solid experience in experience/interaction design and rapid prototyping.
• Outstanding facilitation and consultation skills.
• Strong system thinking skills.
• Deep understanding of iterative human-centered design, development, and delivery.
• Strong expertise in accessible, inclusive design.
• Outstanding coaching and mentorship skills.
• Outstanding communication and storytelling skills.

Responsibilities

• Lead service design projects across the agency and envision end-to-end experiences that blend digital and in-person touchpoints.
• Transform service delivery to improve end-to-end experiences for constituents.
• Create service design artifacts such as future-state blueprints, journey maps, scenarios, and narratives.
• Collaborate with experience owners, designers, researchers, engineers, vendors, and staff.
• Contribute to roadmap development and help shape a future-state service vision and strategy.
• Foster a constituent-centered service design mindset and mentor others across MassAbility.
• Connect participant and staff research to service, process, and technology decisions.
• Prioritize improvements based on demonstrated needs rather than technology alone.
• Facilitate cross-program collaboration to build shared understanding of service challenges and improvements.

Job description

MassAbility in Massachusetts is seeking a Principal Service Designer to help transform how we deliver services to people with disabilities. You will lead our design efforts and work on end-to-end experiences that blend digital and in-person touchpoints.

You will collaborate across teams, create service blueprints and journey maps, and contribute to roadmap development while mentoring others to foster a constituent-centered design mindset.