Senior Service Designer

Steampunk, Inc.; McLean (VA); On-site; USD 120,000 - 180,000; Full time

Job summary

Steampunk, Inc. is seeking a Service Designer to guide government clients through our Design Intelligence framework, applying human-centered methods to solve end-to-end organizational and experience challenges.

You will lead discovery sessions that uncover customer pain points and identify enterprise opportunities. You will serve as the voice of the customer, ensuring their needs are met within proposed solutions.

Qualifications

• 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.

Responsibilities

• Lead discovery sessions with government clients to uncover pain points and opportunities.
• Create journey maps, service blueprints, personas, and roadmaps to articulate needs and actionable recommendations.
• Synthesize research insights and communicate them to shape mission, strategy, and experience visions.
• Collaborate on a cross-functional team within an Agile environment to deliver customer-centric solutions.
• Understand and translate research into design decisions across technology platforms and environments.

Skills

Human-centered design

Service design

User interviews

Agile/Scrum

Stakeholder collaboration

Communication skills

Education

Degree in HCD/Service Design

Tools

Adobe Creative Suite

Mural

Lucidchart

Job description

As a Service Designer, 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.

Responsibilities Include

• 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
• Synthesize 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

• Ability to obtain a U.S. government Public Trust Security Clearance
• 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
• Ability to think strategically and holistically and connect dots across multiple workstreams, stakeholder groups, and ecosystems
• Experience working on a scrum team within the Agile delivery framework and experience integrating research and design into technical sprints including writing stories and story pointing
• Proficiency in tools like Adobe Creative Suite, Mural, and Lucidchart
• Desire to keep pace with ever-changing industry tools and best practices with the ability to make recommendations as needed for the best outcome
• Experience collaborating within a multi-disciplinary delivery team including UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers
• A natural curiosity for solving problems coupled with strong analytical skills
• A collaborative nature with excellent written communication and presentation skills
• Experience working in a project-based environment
• Degree or equivalent experience in HCD, and/or service design

Bonus Points

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

Compensation range: $120,000 to $180,000 annually. Additional benefits are available.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Steampunk participates in the E-Verify program.