Senior Lead Service Designer

As a Senior Service Design Lead, 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 plan 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.  

Responsibilities: 

• Lead 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 
• Synthesize 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 technical 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 
• Lead and manage a team of cross-functional designers and ensure all deliverables across a variety of projects are produced at the highest quality 
• Contribute to internal and practice initiatives and thought leadership content 
• Mentor and conduct regular check-in’s with designers within your team and across the practice  
• Assist with Design & Strategy practice recruiting 

• Ability to obtain a U.S. government Public Trust Security Clearance 
• Must be a U.S. citizen
• 8+ 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 
• 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 
• 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   

Bonus Points

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