Senior Service Designer (Public Trust)
About The Position
Please note: This role is contingent upon contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award. Our Digital Modernization Division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private-sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high-performance IT engines to support all aspects of our client’s business. ICF is seeking an experienced Senior Service Designer to support federal clients in modernizing services, improving customer experience, and transforming complex, mission-critical systems. In this role, you will work across design, research, policy, operations, and technology to design and implement end to end service improvements that are human centered, feasible within federal constraints, and measurable at scale.
Requirements
- Bachelor’s degree in Design, Engineering, Information Systems, or related technical field
- 7+ years of experience in service design, human-centered design, UX/CX strategy, or systems design.
- Must be able to obtain and maintain a Public Trust clearance.
- MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.) as this work is for a federal contract, and laws do apply.
Nice To Haves
- Deep expertise in service blueprinting, journey mapping, systems thinking, and cross-functional facilitation.
- Knowledge of 508 accessibility, equity frameworks, and federal digital service standards.
- Experience supporting federal procurement activities
- Experience in working effectively with diverse teams, including engineering, product management, to align design efforts with overall product vision.
- Experience in consulting or professional services.
- Familiarity with digital modernization efforts, legacy system transitions, or call center operations.
- Comfort using tools such as Figma, Miro/Fig Jam, or similar for prototyping and collaboration.
- Strong communication and storytelling skills, including experience presenting to senior leaders.
- Ability to translate complex requirements into clear, actionable service improvements
Responsibilities
- Manage end‑to‑end service design efforts to modernize federal services, improve customer experience, and address complex, mission‑critical challenges
- Apply human‑centered design and systems thinking to create practical, scalable solutions that align with federal policies, regulations, and operational constraints
- Conduct and synthesize qualitative and quantitative research to inform service blueprints, journey maps, and future‑state service models
- Facilitate cross‑functional workshops and working sessions with stakeholders across policy, operations, technology, and design to drive alignment and decision‑making
- Partner closely with engineering, product, and delivery teams to translate service concepts into implementable solutions
- Integrate accessibility, equity, and federal digital service standards into all design recommendations and deliverables
- Support federal procurement and program activities by contributing to requirements definition, evaluation artifacts, and design documentation
- Advise clients on service transformation strategies, change management considerations, and measurement of service outcomes
- Produce clear, actionable design artifacts and recommendations that effectively communicate insights to senior federal stakeholders
- Mentor junior designers and contribute to design best practices, standards, and thought leadership within ICF
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
