ICF

Service Designer

ICF

full-time

Posted on:

Location Type: Remote

Location: Virginia • United States

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Salary

💰 $98,614 - $167,644 per year

About the role

  • Collaborate with UX/CX researchers
  • Analyze policy and workflows
  • Develop service blueprints and journey maps
  • Identify friction points and root causes
  • Communicate complex systems clearly
  • Design holistic services
  • Prototype service changes
  • Ensure designs meet federal standards
  • Collaborate with product, engineering, and operations teams
  • Lead co-creation workshops
  • Build alignment among stakeholders
  • Support rollout planning

Requirements

  • 5+ years of experience in service design, human-centered design, UX/CX strategy, or systems design
  • Bachelor’s degree
  • US Citizenship
  • 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
  • Ability to translate complex requirements into clear, actionable service improvements
  • Knowledge of 508 accessibility, equity frameworks, and federal digital service standards
  • 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
  • Reasonable Accommodations are available
  • Equal opportunity employer
  • Professional development
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 strategyCX strategysystems designservice blueprintingjourney mappingsystems thinkingcross-functional facilitation508 accessibility
Soft Skills
strong communication skillsstorytelling skillsability to translate complex requirementscollaborationleadershipstakeholder alignmentworkshop facilitationproblem-solvinganalytical skillsorganizational skills
Certifications
Bachelor's degreePublic Trust clearance