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Senior Service Design Specialist (Closed)

Description of Work:

  • We are looking for a Service Design Specialist who will be engaging with a cross-functional team of product designers, researchers, and stakeholders to further define and understand the larger ecosystem and experience of users within that environment. This will include working with stakeholders to identify and refine the service roadmap and vision for our customer

 

Responsibilities for this position include:

  • Work collaboratively with several cross-functional teams focused on user-centered design while defining, testing and delivering services
  • Responsible for delivering personas, journey maps, scenarios, use cases and key performance indicators while engaging with how experiences of customers and employees intertwine to create the service value propositions
  • Utilize data to inform decisions as well as analytics to support service performance into the future
  • Facilitate discovery sessions, workshops, collaboration meetings, and support other multidisciplinary events

Basic Qualifications:

Minimum knowledge, skills, abilities needed.

  • Bachelor’s Degree and 7 years of applicable work experience; Masters and 5 years of applicable experience; or a minimum 11 years of applicable work experience in lieu of a degree.
  • Minimum of 4 years of experience with data and analytics
  • Minimum of 4 years of experience documenting user requirements, leading discovery efforts, road map creation, mapping complex service blueprints, and value proposition design
  • Minimum of 3 years of experience being a lead on service/CX design projects
  • Minimum of 3 years of direct Interaction/Interface design experience in User-Centered Methods and User Analysis
  • Must be able to obtain and maintain a US Public Trust

Preferred Qualifications:

Candidates with these skills will be given preferential consideration.

  • Experience in workflow/process optimization
  • Experience working within a design system
  • Experience with prototyping tools (AdobeXD or Axure)
  • Experience with the Agile/Scrum methodology
  • Prior experience supporting government agencies
  • Understanding of Section 508 and its requirements regarding design

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