Service Designer

Steampunk - McLean, VA

Full-time - Mid Level

McLean, VA

Food Services and Drinking Places

About the position

Steampunk is seeking a Service Designer who will guide government clients through the Design Intelligence™ framework, utilizing human-centered design methods to address organizational and experience challenges. The role involves facilitating discovery sessions to identify customer pain points and opportunities, ensuring that client needs are met in proposed solutions.

Responsibilities

• Participate in all aspects of discovery to understand client mission and goals, stakeholders, users and their ecosystems, current state journeys, user segments, 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 will shape mission/program strategy, service and workflow innovations, and a compelling future experience vision.
• Create journey maps, service blueprints, vision road maps, personas, ecosystem 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 and embrace the specifications and constraints of a given technology, platform and/or operational environment and understand how research should be integrated into technological considerations.
• Ensure all deliverables across a variety of projects are produced at the highest quality.

Requirements

• Ability to obtain a U.S. government security clearance.
• Experience in agile working environments.
• 4+ years of experience in human-centered design, service design, and/or customer experience design.
• Current portfolio demonstrating ideology, methods, tools, skills, and craft.
• Thorough knowledge and demonstrated experience conducting primary and secondary research including stakeholder and user interviews, design-thinking and co-creation workshops and applying those 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 experience integrating research and design into technical sprints including writing stories and story pointing.
• Proficiency in tools like Adobe Creative Suite, Mural, and Lucidchart.
• Desire to keep pace with ever-changing industry tools and best practices with the ability to make recommendations as needed for the best outcome.
• Experience collaborating within a multi-disciplinary delivery team including UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers.
• A natural curiosity for solving problems coupled with strong analytical skills.
• A collaborative nature with excellent written communication and presentation skills.
• Experience working in a project-based environment.
• Degree or equivalent experience in HCD, and/or service design.

Benefits

• Competitive salary range of $85,000 to $150,000 based on various factors including location and experience.
• Employee ownership and investment in employee growth and contributions.
• Comprehensive benefits package including health insurance, retirement plans, and professional development opportunities.