Key skills
FigmaPrototypingCommunicationCollaboration
About this role
Role Overview
- Collaborate with UX/CX researchers
- Analyze policy and workflows
- Develop service blueprints and journey maps
- Identify friction points and root causes
- Communicate complex systems clearly
- Design holistic services
- Prototype service changes
- Ensure designs meet federal standards
- Collaborate with product, engineering, and operations teams
- Lead co-creation workshops
- Build alignment among stakeholders
- Support rollout planning
Requirements
- 5+ years of experience in service design, human-centered design, UX/CX strategy, or systems design
- Bachelor’s degree
- US Citizenship
- Must be able to obtain Public Trust clearance
- Experience working in or with the federal government
- Deep expertise in service blueprinting, journey mapping, systems thinking, and cross-functional facilitation
- Strong communication and storytelling skills
- Ability to translate complex requirements into clear, actionable service improvements
- Knowledge of 508 accessibility, equity frameworks, and federal digital service standards
- Familiarity with digital modernization efforts, legacy system transitions, or call center operations
- Comfort using tools such as Figma, Miro/Fig Jam, or similar for prototyping and collaboration.
Benefits
- Reasonable Accommodations are available
- Equal opportunity employer
- Professional development