Senior Service Designer
ICF
full-time
Posted on:
Location Type: Remote
Location: Virginia • United States
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Salary
💰 $81,499 - $138,549 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.
- US Citizenship is required by the federal government for this position.
- Must be able to obtain Public Trust clearance.
- MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.
- 10+ years of experience (Preferred).
- Experience working in or with the federal government (Preferred).
- Deep expertise in service blueprinting, journey mapping, systems thinking, and cross-functional facilitation (Preferred).
- Strong communication and storytelling skills, including experience presenting to senior leaders (Preferred).
- Ability to translate complex requirements into clear, actionable service improvements (Preferred).
- Knowledge of 508 accessibility, equity frameworks, and federal digital service standards (Preferred).
- Experience in consulting or professional services (Preferred).
- Familiarity with digital modernization efforts, legacy system transitions, or call center operations (Preferred).
- Comfort using tools such as Figma, Miro/Fig Jam, or similar for prototyping and collaboration (Preferred).
Benefits
- Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.
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 facilitationchange management
Soft Skills
communication skillsstorytelling skillscollaborationstakeholder alignmentdecision-makinganalytical skillsproblem-solvinguser advocacypresentation skillsiterative improvement
Certifications
Bachelor's degreePublic Trust clearance