Senior Service Designer to lead Agile teams for digital transformations and custom applications in the public sector. (410)

Our client is seeking a Senior Service Designer to lead Agile teams for digital transformations and custom applications in the public sector. (410)

Must Have

• 2+ years of experience as a Product / Service Owner
• 2 years of experience working within a cross-functional product team in an Agile environment.
• 2 years of experience working in enterprise environments or public sector

Nice to Have

• 3 years of experience planning, conducting, analyzing findings from, and reporting on co-design workshops with service users.
• 1 year of experience planning, observing, analyzing, and reporting on usability testing of production or prototype systems.
• 2 years of experience working with change management, policy changes, staffing changes, or other organizational change as part of service transformation and implementation.

Description

The Senior Service Designer will lead the integration of human-centered design methods into program reviews and digital transformation projects. This role involves planning and delivering user and behavioral field research, co-design workshops, prototype design and testing, and the development of service blueprints and journey maps. The Service Designer will also analyze and document project outcomes, ensuring efficiency and accessibility across channels for users and employees.

Responsibilities

• Integrate human-centered design methods into program review and digital transformation projects.
• Conduct and analyze user and employee experience across multiple channels, identifying gaps, opportunities, and solutions.
• Develop plans and deliverables based on user and client needs, including research, workshops, prototyping, and testing.
• Create service blueprints, journey maps, and process maps.
• Measure and report on service performance and develop strategy and roadmap documents.
• Collaborate with program teams to co-design new processes and policies for change management.
• Plan for the integration of new solutions into current service operations, considering impacts such as service delivery migration and organizational design.