Service Designer

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.

• 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
• S ynthesize 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

• Ability to obtain a U.S. government Public Trust S ecurity C learance
• 4 + years of experience in human centered design, service design, and /or customer experience design
• Current portfolio demonstrating ideology, methods, tools, skills, an d craft
• Thorough knowledge and d emonstrated 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, ecos ystem maps, roadmaps, stakeholder maps, and service blueprints