Senior Service Designer

Contributions

As a Service Designer, 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 lead and facilitate discovery sessions that uncover customer pain points and identify enterprise opportunities. You will serve as the voice of the customer, ensuring their needs are considered and met within a proposed solution.

• Participate in 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 hypotheses.
• 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 team within an agile environment.
• Understand and embrace the specifications and constraints of a given technology, platform and/or operational environment and integrate research into technological considerations.
• Ensure all deliverables across a variety of projects are produced at the highest quality.

• Ability to obtain a U.S. government Public Trust Security Clearance.
• 7 years of experience and a bachelor’s degree, or 11 years of experience and no degree.
• 7+ 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 work streams, stakeholder groups, and ecosystems.
• Experience working on a scrum team within the Agile delivery framework and integrating research and design into technical sprints, including writing user stories and story‑pointing.
• Proficiency in tools such as Adobe Creative Suite, Mural, and Lucidchart.
• Desire to keep pace with ever‑changing industry tools and best practices and 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.

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

Steampunk determines salary based on geographic location, contractual requirements, education, knowledge, skills, competencies, and experience. The projected compensation range for this position is $120,000 to $180,000 per year. Annual salary is one aspect of Steampunk’s total compensation package.

Steampunk is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Steampunk participates in the E‑Verify program.