Senior/Staff Service Designer (U.S. Air Force)

Skylight

7h•$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. In this role, you’ll work with a U.S. Air Force enterprise DevSecOps provider that delivers platforms and services to software teams across multiple value streams. Our team provides strategic product, design, engineering, and customer experience support to the program. You’ll help create one unified customer journey across those value streams. That means analyzing end users, the operational workflows they depend on, and how customers fit into those workflows, then using that understanding to shape how the user portal evolves.

Requirements

Can take a systems thinking approach to changing how elements of an organization interact and influence one another
Ability to plan, synthesize, and present research
Ability to identify the best opportunities for service improvement through ideation and experimentation activities
Know how to align policies, technology, infrastructures, and systems to drive meaningful outcomes for the business and users
Ability to lead collaborative research and design activities, influence others, and build consensus
Experience in service design or business analysis, including analyzing end users and operational workflows
Strong stakeholder management or consulting experience, including representing user needs to multiple teams with competing priorities
Experience working on cross-functional teams (product, design, engineering, ops) in iterative delivery
A mindset and work approach that aligns with our core values
U.S. citizenship
Must complete a company background check successfully

Nice To Haves

Customer success experience
User research experience
Military or defense experience
Experience delivering technology in government, regulated industries, or other public-benefit settings
A track record of staying aligned and accountable on remote teams

Responsibilities

Map a unified customer journey across multiple value streams, connecting end users, operational workflows, and the teams that support them
Represent customer needs and requirements for each value stream, and help multiple engineering teams agree on how to sequence the user portal
Plan, conduct, and synthesize research into service blueprints, journey maps, and system maps that the whole program can act on
Identify and prioritize service improvements without sacrificing the capabilities users rely on today
Facilitate program increment (PI) planning events and working sessions that turn stakeholder input into clear decisions
Maintain organized, well-written documentation throughout the process

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)
Flexible, remote-friendly work environment
An environment that empowers you to unleash your superpowers for public good