Steampunk is looking for a Senior Service Designer to guide government clients through their Design Intelligence™ framework, using human-centered methods to solve end-to-end organization and experience challenges. The role focuses on enhancing user interaction with digital tools and improving customer experience for lawful immigration processes.
Requirements
- 10+ years of experience in human centered design, service design, and/or customer experience design, translating user needs into concepts, personas, user journeys, information architecture, user flows, wireframes and visual design prototypes
- 5+ years of experience managing a design team as well as design-related planning, prioritization, and decision making
- Proficiency in design tools: Sketch, Mural, Figma, InVision, and Adobe Creative Suite
- Thorough knowledge and demonstrated experience conducting primary and secondary research including stakeholder and user interviews, design-thinking and co-creation workshops and applying those insights to personas, journey maps, process maps, ecosystem maps, roadmaps, stakeholder maps, and service blueprints
- Experience working on a scrum team within the Agile delivery framework and experience integrating research and design into technical sprints including writing stories and story pointing
- Experience collaborating within a multi-disciplinary delivery team including UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers
- Ability to obtain a U.S. government Public Trust Security Clearance
Responsibilities
- Manage the design team as well as design activities related to planning, prioritization, and decision making
- Lead and conduct user research and usability testing and translate those results into designs that will improve products in an iterative fashion with other designers, product managers, and engineers
- Lead discovery of user needs into concepts, personas, user journeys, information architecture, user flows, wireframes, and visual design prototypes with other designers, product managers, and engineers
- Develop low-fidelity and high-fidelity service blueprints and journey maps to visualize end-to-end user experiences, identify pain points, and collaborate with product owners, product managers, other designers, and engineers to shape service improvements that align with user and business needs
- Design and iterate on service prototyping using Figma and other tools to test, validate, and refine workflows, integrating feedback from usability research, stakeholder input, and real-world testing
- Ensure human-centered design principles and consistency across service touchpoint and digital experiences
- Collaborate with product managers, other designers, software developers, and client product owners to ensure that designs are properly implemented, regularly tested with users, and iteratively improved on
Other
- Ability to obtain a U.S. government Public Trust Security Clearance
- Current portfolio demonstrating ideology, methods, tools, skills, and craft
- Ability to think strategically and holistically and connect dots across multiple workstreams, stakeholder groups, and ecosystems
- A natural curiosity for solving problems coupled with strong analytical skills
- A collaborative nature with excellent written communication and presentation skills