Code for America

Staff Service Designer

Code for America

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $128,945 - $157,850 per year

Job Level

Lead

About the role

  • Independently lead service design execution across multiple large and complex projects or workstreams as an individual contributor.
  • Demonstrate strong analytical and creative thinking on how to improve the end-to-end, front-to-back, and multi-modal user experience across your assigned product, project, or portfolio.
  • Understand the relevant policies, infrastructure, technology, and system constraints that affect the experience within a given government service.
  • Highlight potential gaps and areas of opportunity for improvement across the whole service, including client, staff, or processes, focusing holistically on all channels of interaction.
  • Use common service design methods and artifacts to document proposed service interventions and clearly communicate your understanding to the team and government partners of current and proposed future state of a service, such as journey maps, service blueprints, system diagrams, and ecosystem maps.
  • Define ways in which a service intervention’s impact can be measured and how impact metrics ladder up to stakeholder goals and user needs.
  • Participate in planning and carrying out user research activities and synthesizing research findings, typically in partnership with qualitative user researchers.
  • Create and test design interventions and/or hypotheses by creating low, mid, or high-fidelity prototypes. Use these to generate useful feedback and iterate towards the best solution for people impacted.
  • Partner closely with individual contributors and managers from other disciplines (e.g., engineering, research, product, data science, and program) to find elegant but practical solutions to design challenges.
  • Design and facilitate collaborative sessions/workshops with internal and external stakeholders to gather input on design directions, identify priority user stories to focus on, and drive alignment around strategic design directions.
  • Develop and maintain collaborative, professional relationships with government partners, CBOs, and advisory consultants necessary to achieve successful project outcomes.
  • Deliver presentations to internal and external partners that capture attention and convey key messages succinctly, using storytelling techniques and visual communication to highlight client and worker experience.
  • Participate in project or portfolio conversations and provide your input as a service design subject matter expert to inform strategic decisions about project and product direction.
  • Participate in operational and best-practices initiatives within the Service Design discipline and the broader User Experience department.
  • Act as a mentor to support more junior design staff in their work by pairing, coaching, and raising the quality bar of outputs.
  • Deliver constructive critical design feedback to UX and service design peers.
  • Serve as a champion of Service Design across the organization, participating in teaching and learning opportunities, and evangelizing human-centered design.
  • Contribute to the organization's credibility and thought leadership in design.
  • Other duties as assigned.

Requirements

  • At least 6 years of service design and/or design strategy experience, with 2 years at a senior or staff level
  • Direct experience working in government services, public policy, civic service design, civic tech, or social impact design in the public sector
  • Demonstrated ability to design, test, implement, and measure complex multi-channel experiences that include technology systems, business processes, policy constraints, and client-facing artifacts
  • A portfolio of service design work that outlines your design process, deliverables, and impact
  • Demonstrated ability to manage multiple high-priority initiatives and complex workstreams, including early-stage discovery as well as delivery of tactical design improvements to existing processes and technical systems
  • Experience mentoring designers and communicating the value of design to stakeholders and cross-functional partners.
  • Willingness to travel for research and partner collaboration (up to 10% of the time)
  • Ability to work collaboratively within a multidisciplinary team
  • Ability to work in a fast-paced, agile software development environment
  • Passion for our mission of making government services better for people who need them.
Benefits
  • Leadership and teammates who share a strong work ethic and values, and who respect and care for one another
  • A collaborative, cross-functional, hardworking, and joyful environment
  • Laptop provided
  • $700 remote environment setup; $200 stipend and up to $500 reimbursement, in accordance with our equipment policy
  • Cell phone and/or internet reimbursement of $50 per month
  • $1000 annual (per calendar year) stipend towards professional development; prorated at time of hire
  • Up to $1000 of professional development funds can be rolled over each year, up to a maximum of $2000
  • Employees under 3 years are eligible for a 100% employer match of up to 3% of employee contribution
  • Employees with 3+ years are eligible for an additional 50% employer contribution over 3%, to a maximum of 5%
  • Full benefits package with options up to 100% coverage toward select medical, dental, and vision plans
  • Employer contributes up to 80% of the cost towards dependent and family coverage
  • Code for America employees may work remotely across the US
  • Code for America employees main residence must be within the US
  • Full-time employees work 40 hours per week, Monday - Friday
  • Collaborative working hours: we aim to hold all internal meetings between 10 AM - 3 PM PT. We expect all Code for America staff to be available during these set working hours
  • Open personal time off, a minimum of 16 paid holidays, and an org-wide closure from Christmas Day through New Year's Day
  • Paid sick time; up to 96 hours annually
  • Competitive paid parental and family leave
  • 4 weeks of paid sabbatical after 4 years of service, with an option of up to 4 additional weeks of unpaid time away

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
service designdesign strategyuser researchprototypingjourney mappingservice blueprintssystem diagramsimpact measurementdesign interventionsagile software development
Soft skills
analytical thinkingcreative thinkingcollaborationcommunicationmentoringstorytellingfacilitationcritical feedbackrelationship buildingstrategic thinking