Service Designer

As a Steampunk Service Designer, you will be responsible for guiding government clients through design thinking processes to generate creative, practical, and effective solutions to their pressing challenges in strategy, process, technology, and service delivery.  You will co-create solutions with clients to improve the success of technology implementations and work with a multifunctional team to translate business requirements into achievable technical components.

• Apply an iterative, design thinking process and lens to support clients to solve complex problems in strategic planning, process improvement, technology adoption and evolution, and service delivery.
• Design and deliver customized, engaging, results-oriented interventions and workshops to improve organizational and team performance.
• Collaborate with government stakeholders to co-design session agendas, prompts, and exercises that help participants achieve their objectives with design thinking workshops.
• Facilitate design thinking workshops.
• Use design thinking principles (ideation, prototyping, testing, and feedback) and tools (personas, journey maps, prototyping tools, etc.) to facilitate usability testing and problem-solving sessions for a range of government audiences, from senior leaders to front-line implementers.
• Perform research and convert insights from leading designers, strategists, and technologists into solutions to meet organizational management challenges.
• Craft compelling stories and visual models to communicate insights and discoveries.
• Communicate with government stakeholders and decision-makers in compelling ways using a variety of visual media.
• Collaborate within a Salesforce development Scrum team to ideate on and test solutions and achieve Sprint goals.

Required Skills:

• Must be a U.S. citizen eligible to obtain and maintain a U.S. Government security clearance
• Bachelors Degree (Preferred Concentration of Arts in Design or related field) and minimum 7 years work experience
• 3+ years of experience in human centered design, facilitation, service design, or customer experience
• Demonstrated experience in coordinating and conducting Usability Testing (UT)
• Thorough knowledge and demonstrated experience applying design thinking principles and tools to solve client challenges
• Exceptional oral and written communication and presentation skills, with proficiency in multiple methods of visual communication
• Experience in group facilitation, including with groups of senior organizational leaders
• Experience working in a project-based environment
• Strong problem solving and analytical skills

Preferred Skills:

• Graphical design experience
• UX/UI design experience
• Visual design experience
• Site information architecture experience
• Experience working on a cross-functional Salesforce implementation team
• Experience working within an Agile Scrum environment
• Knowledge of Salesforce platform tools and capabilities a plus