Service Designer

Steampunk, Inc.; McLean (VA); On-site; USD 85,000 - 150,000; Full time

Job summary

Steampunk, Inc. is seeking a Service Designer to guide government clients through the Design Intelligence™ framework. You'll facilitate discovery sessions, synthesize research, and create actionable recommendations.

With 4+ years in human-centered design and a portfolio showcasing your skills, you will collaborate in an agile environment. The salary ranges from $85,000 to $150,000 per year, ensuring competitive pay for skilled professionals.

Qualifications

• 4+ years of experience in human-centered design, service design, or customer experience design.
• Ability to obtain a U.S. government Public Trust Security Clearance.
• Current portfolio demonstrating design methodology and tools.

Responsibilities

• Conduct workshops and interviews to frame pain points and opportunities.
• Create journey maps, service blueprints and experience maps.
• Collaborate on a cross-functional team within an agile environment.

Skills

Human-centered design

Service design

Customer experience design

Adobe Creative Suite

Mural

Lucidchart

Agile delivery framework

Education

Degree or equivalent experience in HCD and/or service design

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, ensuring their needs are considered and met within proposed solutions.

Responsibilities

• 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 hypotheses.
• Synthesize research and data to communicate insights and make recommendations that 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 how research should be integrated into technological considerations.
• Ensure all deliverables across a variety of projects are produced at the highest quality.

Qualifications

Required

• Ability to obtain a U.S. government Public Trust Security Clearance.
• 4+ 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.
• Experience working on a scrum team within the Agile delivery framework and 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.

Preferred

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

Salary range: $85,000 to $150,000 per year.

Identity Statement: As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

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.