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Senior Service Designer

Steampunk

$120,000 - $180,000
Aug 22, 2025
McLean, VA, USA
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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