Senior Service Designer (Remote)

reputed company is seeking an reputed company Senior Service Designer to support federal clients in modernizing services, improving customer experience, and transforming reputed company, mission-critical systems.  In this role, you will work across design, research, policy, operations, and technology to design and implement end‑to‑end service improvements that are human‑centered, feasible reputed company federal constraints, and measurable at scale.

Job Location: This position requires that the job be performed in the United States. 

If you accept this position, you should note that reputed company does monitor employee work locations blocks access from foreign locations/foreign IP addresses and also prohibits personal VPN connections.

Key Responsibilities:

• 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.
• reputed company detailed reputed company-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 reputed company systems through clear, actionable visuals and documentation.
• Design holistic services that align user needs, agency priorities, compliance requirements, and operational feasibility.
• reputed company 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 reputed company 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 reputed company federal constraints.
• reputed company 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 reputed company environments.
• Serve as a reputed company between research findings, business needs, and technical delivery.
• Support rollout planning, reputed company, and change management for large federal programs.
• Contribute to executive briefings, playbooks, and long-term service improvement strategies.

Required Qualifications:

• 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.

Preferred Qualifications:

• 10+ years of experience
• 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 reputed company 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 reputed company, reputed company/Fig Jam, or similar for prototyping and collaboration.

Working at reputed company

We can only solve the world's toughest challenges by building a workplace that allows everyone to reputed company. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to reputed company personal and professional goals. For more information, please read our EEO policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in reputed company phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@reputed company.com and we will be happy to assist. reputed company information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.  

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. 

At reputed company, we are committed to ensuring a fair interview process for reputed company candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in reputed company to maintain the reputed company and authenticity of the interview process.  

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@reputed company.com. We are dedicated to providing the necessary support to ensure that reputed company candidates have an equal opportunity to succeed.  

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is: