Senior Service Designer
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Job Description
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.
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.
- 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.
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
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