Senior Service Designer
ICF
full-time
Posted on:
Location Type: Hybrid
Location: Reston • Virginia • United States
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Salary
💰 $119,323 - $202,850 per year
Job Level
About the role
- Collaborate with UX/CX researchers to conduct qualitative and quantitative research with federal customers, frontline staff, and program leaders.
- Analyze policy, operational workflows, and legacy systems to understand the full service ecosystem end-to-end.
- Develop detailed current-state and future-state service blueprints and journey maps that show how people, processes, data, and technology interact.
- Identify friction points and root causes across operations, contact centers, digital interfaces, and backend systems.
- Communicate complex systems through clear, actionable visuals and documentation.
- Design holistic services that align user needs, agency priorities, compliance requirements, and operational feasibility.
- Develop future-state concepts, experience principles, operational recommendations, and implementation of roadmaps.
- Prototype service changes including workflows, scripts, task flows, process updates, and policy concepts.
- Ensure designs meet federal accessibility (Section 508), equity, privacy, and security standards.
- Collaborate with researchers to test concepts with users, validate assumptions, and support iterative improvements.
- Partner with product, engineering, and operational teams to ensure solutions are feasible and scalable within federal constraints.
- Lead co-creation workshops and working sessions with customers, program offices, IT teams, researchers, operational staff, and policy experts.
- Build alignment among diverse stakeholders and support decision-making in complex environments.
- Serve as a bridge between research findings, business needs, and technical delivery.
- Support rollout planning, sequencing, and change management for large federal programs.
- Contribute to executive briefings, playbooks, and long-term service improvement strategies.
Requirements
- 7+ years of experience in service design, human-centered design, UX/CX strategy, or systems design.
- Bachelor’s degree in design, HCD, service design, UX, behavioral science, anthropology, public policy, psychology, computer science, or related field.
- US Citizenship is required by the federal government for this position
- Must be able to obtain Public Trust clearance.
- Experience working in or with the federal government.
- Deep expertise in service blueprinting, journey mapping, systems thinking, and cross-functional facilitation.
- Strong communication and storytelling skills, including experience presenting to senior leaders.
- Ability to translate complex requirements into clear, actionable service improvements.
- Knowledge of 508 accessibility, equity frameworks, and federal digital service standards.
- Experience in consulting or professional services.
- Familiarity with digital modernization efforts, legacy system transitions, or call center operations.
- Comfort using tools such as Figma, Miro/Fig Jam, or similar for prototyping and collaboration.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Remote work options
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service designhuman-centered designUX strategysystems designservice blueprintingjourney mappingsystems thinkingcross-functional facilitationdigital modernizationlegacy system transitions
Soft Skills
strong communicationstorytellingpresenting to senior leaderstranslating complex requirementscollaborationbuilding alignmentdecision-making supportiterative improvementschange managementco-creation workshops
Certifications
Public Trust clearance