Service Designer

Steampunk • McLean, VA

8d • $85,000 - $150,000

About The Position

As a Service Designer, you will guide government clients through Steampunk’s Design Intelligence™ framework, using human-centered methods to address end-to-end organizational and experience challenges. You will lead and facilitate discovery sessions to uncover customer pain points and identify enterprise opportunities, while representing the voice of the customer so that their needs are considered and met in proposed solutions.

The role involves researching client missions, stakeholders, users, journeys, and program objectives; facilitating workshops and interviews; synthesizing research and data into insights and recommendations; and creating artifacts that support service, workflow, organizational, and process improvements. You will collaborate with multidisciplinary teams in an agile environment, account for technology and operational constraints, and ensure high-quality deliverables across projects.

Steampunk is a change agent in the federal contracting industry, serving clients in Homeland, Federal Civilian, Health, and DoD sectors. The company uses its Design Intelligence™ process to help federal clients address mission challenges through shared accountability. The projected annual compensation range for this position is $85,000 to $150,000, with salary determined by factors including location, contractual requirements, education, knowledge, skills, competencies, and experience. Salary is one aspect of Steampunk’s total compensation package; additional benefits are referenced but not detailed in the posting. Applicants are expected to be on camera during interviews and assessments, and Steampunk reserves the right to take a picture to verify identity and prevent fraud.

Requirements

• Ability to obtain a U.S. government Public Trust Security Clearance.
• At least 4 years of experience in human-centered design, service design, and/or customer experience design.
• A current portfolio demonstrating ideology, methods, tools, skills, and craft.
• Thorough knowledge and demonstrated experience conducting primary and secondary research, including stakeholder and user interviews and design-thinking and co-creation workshops.
• Experience applying research insights to personas, journey maps, process maps, ecosystem maps, roadmaps, stakeholder maps, and service blueprints.
• Experience working on a scrum team within the Agile delivery framework and integrating research and design into technical sprints, including writing stories and story pointing.
• Proficiency with tools such as Adobe Creative Suite, Mural, and Lucidchart.
• Ability and desire to keep pace with changing industry tools and best practices and make recommendations as needed.
• Experience collaborating on a multidisciplinary delivery team that includes UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers.
• Natural curiosity for problem solving and strong analytical skills.
• Collaborative nature with excellent written communication and presentation skills.
• Experience working in a project-based environment.
• Degree or equivalent experience in human-centered design and/or service design.

Nice To Haves

• Previous work experience in or with the federal government.
• Previous work experience as a consultant.

Responsibilities

• Participate in all aspects of discovery to understand client missions and goals; stakeholders, users, and their ecosystems; current-state journeys; user segments; and program and project objectives.
• Conduct workshops and interviews to frame pain points and opportunities, define problem statements, and validate hypotheses.
• Synthesize research and data to communicate insights and make recommendations that shape mission and program strategy, service and workflow innovations, and a future experience vision.
• Create journey maps, service blueprints, vision road maps, personas, ecosystem maps, and experience maps that articulate needs, gaps, and actionable recommendations for organizational and process improvements.
• Collaborate and communicate stakeholder and user needs on a cross-functional team within an agile environment.
• Understand the specifications and constraints of technology, platforms, and operational environments, and determine how research should be integrated into technological considerations.
• Ensure deliverables across a variety of projects are produced to the highest quality.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed