Lead Specialist - Service Design; Hybrid​/Remote

Maximus is currently seeking a Lead Specialist - Service Design to shape and deliver next‑Generation human services experiences across complex public sector programs. Reporting to the Director - Service Design within Maximus’ Digital Design and Experience organization, this role is a T‑Shaped end‑to‑end Service Design Lead (Broad across research, service design and delivery translation). You will lead mixed‑method discovery (quantitative + qualitative), translate insights into service blueprints and operating model improvements, and partner with product owners, business analysts and solution architects to convert target‑state designs into implementable requirements and Agile backlogs.

You will support two primary lanes of work: service design solutioning as part of pre‑award pursuits (capture / proposals) and post‑award optimization and innovation for existing operations (continuous improvement / use case development) while partnering closely with UX, research, analytics, technical SMEs, product owners, and operations and delivery teams to drive measurable improvements in customer and employee experience.

This role leads end‑to‑end service design outcomes while leveraging specialist expertise.

• Operates as a generalist across research, synthesis, service design, and delivery translation, and is deeply specialized in one of the following areas:
  • Quantitative service performance analysis and business case development to justify service improvements.
  • Current and future state mapping and service blueprinting against standardized service journeys, processes and workflows, validated and proven through deep customer and employee insight gathering.
  • Prototyping and design validation (service concepts, workflows, user interface / voice interface changes, interaction patterns).
• Can articulate experience outcomes and metrics as the "why" behind the data, tying operational drivers (demand, transfers, repeat contacts, handle time, quality) to human outcomes (trust, ease, transparency, effectiveness).
• Is comfortable working with solution architects and business analysts, product owners and delivery team members to ensure designs are feasible, secure, and implementable, and can translate service intent into clear requirements and acceptance criteria.
• Can produce client‑ready, executive‑grade (PowerPoint, Lucid, Figma, Excel) analysis and/or deliverables with minimal oversight and drive decision‑grade alignment across senior leadership and stakeholder groups.

This is a hybrid role based out of our Princeton, New Jersey office location and is expected to be in the office 3 days a week to collaborate in‑person with the team.