Senior Service Designer
On-siteMcLean, Virginia, United States
Job Summary
Guide government clients through the Design Intelligence framework by leading user research, usability testing, and co-creation workshops to define problem statements and validate hypotheses. Conduct discovery sessions to map current journeys, segments, and objectives, then synthesize findings into concepts, personas, user journeys, information architecture, wireframes, and service blueprints. Facilitate cross-functional collaboration between product owners, engineers, and stakeholders to ensure designs are desirable and feasible, iterating on prototypes in Figma based on real-world testing feedback. Balance user needs with technical constraints to drive measurable results while providing plain language content strategy for complex processes.
Required Qualifications
- Ability to obtain a U.S. government Public Trust Security Clearance
- 10+ years of experience in human centered design, service design, and/or customer experience design, translating user needs into concepts, personas, user journeys, information architecture, user flows, wireframes and visual design prototypes
- 5+ years of experience managing a design team as well as design-related planning, prioritization, and decision making
- Proficiency in design tools: Sketch, Mural, Figma, InVision, and Adobe Creative Suite
- 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
- 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
Desired Qualifications
- Desire to keep pace with ever-changing industry tools and best practices with the ability to make recommendations as needed for the best outcome
- Previous work experience in or with the federal government
- Previous work experience as a consultant
- Experience transforming paper-based processes into and optimized digitally native workflow and experience
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