Senior/Staff Service Designer (HHS)

Skylight

11d•$150,000 - $203,000•Remote

About The Position

At Skylight, service designers tie together human, digital, and physical interactions to create or change how government organizations operate in order to create or improve a service. Service designers are expected to understand the problem and organizational landscape, identify opportunities, and iteratively develop services and solutions. The U.S. Department of Health and Human Services (HHS) is launching one of the most ambitious transformations in government — and this is a rare chance to be part of it. You’ll join a high-impact team of product managers, researchers, designers, engineers, and security experts working side-by-side with HHS leadership to modernize the systems people rely on to access healthcare, strengthen cybersecurity that protects personal data, launch digital services used by tens of millions every day, and integrate data and AI responsibly into daily work across the department so teams at every level can make smarter, safer decisions. As a service designer on this project, you’ll work across disciplines to translate strategy into real improvements. You’ll conduct research, synthesize insights, and create service blueprints that guide implementation. Just as importantly, you’ll prepare federal teams to sustain these improvements by sharing knowledge and practices that last — from training and enablement to reusable tools like templates, playbooks, and decision records.

Requirements

Experience applying service design methods to improve services and organizations
Ability to conduct and synthesize research to uncover needs and guide design
Experience creating artifacts such as service blueprints, prototypes, or workflows to translate insights into implementation
Familiarity with accessibility requirements such as Section 508 and inclusive design practices
Strong facilitation and collaboration skills to influence stakeholders and align teams
Clear communication skills with executives, stakeholders, and delivery teams
Commitment to equipping federal teams with documentation, training, and mentoring so improvements last beyond the contract
Experience working with executive stakeholders
Ability to work effectively in a professional services environment
Passion for improving public outcomes through great government services
A mindset and work approach that align with our core values
Ability to travel for work from time to time
All work must be conducted within the U.S., excluding U.S. territories.
Some federal contracts require U.S. citizenship to be eligible for employment.
You must be legally authorized to work in the U.S. now and in the future without sponsorship.
As a government contractor, you may be required to obtain a public trust or security clearance.
You may be required to complete a company background check successfully.
Some of our available roles are on federal contracts that require a degree or additional years of experience as a substitute.

Nice To Haves

Familiarity or experience working in technical domains, involving privacy and compliance frameworks and internet security, such as ATO processes and/or NIST frameworks, particularly in compliance, security, or government service contexts.
Prior experience working in the civic tech space
Experience working in a remote-team environment

Responsibilities

Lead service design strategy and planning to shape high-impact engagements
Conduct research and synthesize findings into actionable insights and service blueprints
Generate and test ideas through prototyping and experimentation to validate outcomes
Partner with product, engineering, design, and data teammates to turn concepts into implemented solutions
Ensure accessibility, security, and compliance are embedded from the start, including Section 508 of the Rehabilitation Act (Section 508) standards
Define success measures and make progress visible with clear metrics and reporting
Facilitate workshops, create toolkits, and coach government partners to sustain improvements
Help federal teams sustain improvements by delivering training and enablement, and by leaving behind reusable resources such as templates, playbooks, and decision records

Benefits

Medical insurance, dental insurance, vision insurance
Short-term and long-term disability insurance
Life and AD&D insurance
Dependent care FSA, healthcare FSA, health savings account
Dollar-for-dollar 401(k) match up to 10% of your salary with no vesting period
Flexible paid-time-off policy (generally around 25 days per year), plus 11 paid federal holidays
Up to 12 weeks paid-time-off for all eligible new birth, adoption, or foster parents
Performance rewards, including annual salary increase, annual performance bonus, spot bonuses, and stock options
Business development / sales bonuses
Referral bonuses
Annual $2,000 allowance for professional development
Annual $750 allowance for tech-related purchases
Annual swag budget of $100 to display your Skylight pride with some merchandise (hoodies, hats, and more)
Dollar-for-dollar charity donation matching, up to $500 per year
Flexible, remote-friendly work environment
An environment that empowers you to unleash your superpowers for public good