Service Designer

Role Overview

• Lead or support service design workstreams within broader transformation or implementation engagements centered on client missions.
• Map current and future user journeys, service processes, and ecosystem models to identify gaps and opportunities for improvement across multiple user groups and channels.
• Identify service gaps, inefficiencies, and adoption barriers; translate findings into prioritized recommendations and service improvements.
• Design and execute research approaches (e.g., stakeholder interviews, user interviews, workshops, usability testing).
• Synthesize qualitative and quantitative data into actionable insights, personas, and experience frameworks.
• Collect platform usage data and analytics to refine design and measure success metrics tied to adoption, usability, and user satisfaction.
• Facilitate workshops, co-creation sessions, and design thinking exercises to drive alignment between diverse groups.
• Effectively communicate insights and recommendations to both technical and non-technical stakeholders.
• Partner closely with implementation, product teams, and clients to align service design improvements with change management strategies.
• Collaborate with product, engineering, and implementation teams to ensure solutions are feasible and scalable.
• Contribute to integrated deliverables that connect experience design, communications, and change management.
• Develop prototypes, frameworks, and design concepts to test service improvements and iterate based on feedback from users.
• Balance design rigor with practical implementation considerations.
• Define success metrics tied to adoption, usability, and user outcomes.
• Support operationalizing service improvements and measuring impact.
• Contribute to internal knowledge development, methods, and reusable assets.
• Leverage AI tools and technologies to streamline workflows, improve decision-making, and optimize processes for enhanced productivity and efficiency.

Requirements

• 4+ years of experience in service design, UX, or experience strategy, preferably in a consulting or client-facing environment.
• Bachelor’s degree in Design, Human-Centered Design, Human-Computer Interaction, or related field (or equivalent experience).
• Demonstrated experience delivering end-to-end service design artifacts (journey maps, service blueprints, user flows) for complex systems.
• Strong user research and synthesis capabilities, including experience working with both qualitative and quantitative data.
• Experience working directly with clients and managing stakeholder relationships.
• Proven ability to facilitate workshops and drive alignment across cross-functional teams.
• Strong communication and storytelling skills, including development of executive-ready deliverables.
• Ability to operate effectively in ambiguous, fast-paced environments.
• Fluency in Microsoft Office programs (Word, Excel, PowerPoint, Outlook).

Benefits

• Health insurance
• 401(k) matching
• Professional development opportunities
• Flexible work arrangements