Service Designer

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📋 Description

• Design and operationalize end-to-end service experiences across customer intake, onboarding, platform adoption, support, and continuous improvement processes
• Create and maintain customer journey maps, service blueprints, personas, stakeholder maps, and process flows
• Lead discovery and user research activities to understand customer needs, business objectives, and operational challenges
• Translate user insights into service design recommendations that improve customer satisfaction and operational efficiency
• Ensure services are accessible, intuitive, scalable, and aligned with customer experience standards
• Analyze workflows and business processes to identify inefficiencies, bottlenecks, and automation opportunities
• Facilitate business process reengineering efforts to streamline operations and improve service delivery
• Collaborate with product managers, designers, engineers, architects, data teams, and government stakeholders
• Present findings, recommendations, and service improvement roadmaps to leadership and stakeholders
• Develop and maintain service design artifacts, governance documentation, operating models, and process standards
• Support onboarding guides, customer lifecycle frameworks, and service delivery playbooks
• Perform other duties as assigned

🎯 Requirements

• 5+ years of experience in service design, customer experience, business process improvement, organizational change management, or related disciplines
• Experience designing and implementing end-to-end service experiences across multiple stakeholder groups
• Expertise in service blueprinting
• Expertise in customer journey mapping
• Expertise in human-centered design
• Expertise in process mapping and optimization
• Expertise in design thinking facilitation
• Expertise in change management methodologies
• Experience facilitating workshops, stakeholder engagements, and requirements-gathering sessions
• Strong written and verbal communication skills for technical and non-technical audiences
• Experience working within Agile environments and cross-functional teams
• Ability to obtain and maintain a Public Trust
• Ability to work in the United States without sponsorship
• Active Public Trust preferred
• Relevant CCXP, Human-Centered Design, or Service Design certifications are a plus
• Ability to drive organizational alignment across diverse stakeholder groups
• Excellent analytical and problem-solving skills
• Experience measuring service effectiveness and using data to drive decision-making

🏖️ Benefits

• Comprehensive medical, dental, and vision care
• Matching 401K
• Profit sharing
• Paid time off
• Training time for personal development
• Flexible spending accounts
• Employer-paid life insurance
• Employer-paid short-term disability coverage
• Employer-paid long-term disability coverage
• Education assistance program
• Potential merit increases for obtaining a work-related certification
• Employee recognition programs
• Referral programs
• Spot bonuses
• Other benefits that help provide financial protection for the employee and their family

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