Senior Service Designer; Remote From In Colorado

Overview

The Colorado Governor's Office of Information Technology (OIT) is building one of the nation's leading government IT organizations by reimagining how we support agencies, building first-of-their-kind applications, and creating an inclusive, collaborative culture. We’re focused on improving the lives of Coloradans through innovation and collaboration. This posting is for a Senior Service Designer. This role is scoped to service design (not UI/UX or visual design) and involves conducting user research, mapping current and future state services, and producing artifacts that become the foundation for the Product Manager's backlog.

The work happens upstream of solutions and spans digital and non-digital channels.

What You'll Do

• Plan and conduct qualitative interviews, contextual inquiry, and usability testing with constituents and agency staff.
• Organize and analyze research findings into coherent, decision-enabling insights rather than raw data dumps.
• Produce journey maps, service blueprints, and current/future state diagrams to a professional standard.
• Map current and future state services spanning both digital and non-digital channels.
• Create design artifacts that are clear to non-designers and can be used immediately by Product Managers and Delivery Engineers.
• Define problem spaces from user evidence before any solution is proposed.
• Translate research findings into persona definitions, user stories, and backlog inputs for the agile development pod.
• Run workshops with agency staff that surface real process pain points and service gaps.
• Collaborate with the Product Manager to align research findings with mission priorities.
• Create low-fidelity prototypes of a service (such as new scripts, task flows, or physical environment mockups) to test with users before full-scale implementation.
• Run iterative tests on proposed solutions—not just research on the problem space—to validate that a design actually solves the identified issues.
• Identify how the success of a service will be measured at scale (e.g., reduced call volume, increased completion rates, or cost savings).
• Leverage web analytics, CRM data, or survey statistics to provide a broader context for qualitative findings.
• Assist the pod team and agency leadership with the planning and timing of service improvements to ensure they are operationally feasible.
• Consider how AI, automation, and emerging technology may affect the services being designed, identifying opportunities and risks from a constituent experience perspective and surfacing findings to the pod and agency leadership.

What You Bring

• Knowledge of user research methods, including qualitative interviews, contextual inquiry, usability testing, survey design, and analysis of findings for a non-research audience.
• Knowledge of service design methods, including service blueprinting, journey mapping, current/future state process mapping, and stakeholder ecosystem mapping.
• Knowledge of, or the ability to quickly understand, how state agencies deliver services to constituents across digital and non-digital channels, the constraints they operate under, and where service failures commonly occur.
• Knowledge of Agile and product development sufficient to translate research findings into user stories, personas, and backlog inputs.
• Understanding of how varied populations interact with government services, with specific consideration for individuals requiring language assistance, those with disabilities, and people facing digital limitations.
• Ability to define a problem space from user evidence before any solution is proposed.
• Ability to build trust with constituents and frontline workers quickly enough to get honest, usable research.
• Ability to resist pressure to skip discovery and jump to solutions. Hold space for research even when stakeholders already think they know the answer.
• Ability to translate constituent and staff experience into language that motivates action from agency leadership and IT teams.
• Ability to work comfortably in ambiguous, early-stage problem spaces without a defined product or system to react to.
• Ability to scope research appropriately by producing just enough artifact to enable the next…