Senior Service Designer (remote) - Remote Eligible

Senior Service Designer (Remote)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Service Designer (Remote). In this role, you will have a significant impact by supporting federal clients in modernizing services and enhancing customer experience. You will work across various domains such as design, research, policy, operations, and technology to create human-centered service improvements. Your expertise will help transform complex systems into streamlined processes that not only meet federal requirements but also improve the overall service delivery for users. This position enables you to influence policy and operational workflows, ensuring services are both feasible and measurable at scale.

Accountabilities

• 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.) due to federal contract laws.

Benefits

• Competitive salary range from $98,614.00 to $167,644.00 based on qualifications and experience.
• Flexible remote work environment.
• Opportunities for continuous professional development and training.
• Collaborative and inclusive team culture.
• Access to cutting-edge technology and tools.
• Health, dental, and vision insurance.
• Retirement savings plan with employer matching.