Senior Service Designer

ICF

Senior Service Designer at ICF supporting federal clients in modernizing services and improving customer experience through human-centered design. Collaborating across design, research, policy, and technology.

Posted 5/9/2026full-timeRemote • Virginia • 🇺🇸 United StatesSenior💰 $98,614 - $167,644 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

service designhuman-centered designUX strategyCX strategysystems designqualitative researchquantitative researchservice blueprintsjourney mapsprototyping

Soft Skills

collaborationcommunicationleadershipproblem-solvingstakeholder alignmentdecision-makingchange managementiterative improvementfacilitationvisualization

Certifications

Bachelor's degreePublic Trust clearance