Job Description

Service Designer

We are seeking a Service Designer to join our team in Washington, D.C. As a core member of our UX team, you will be responsible for creating seamless and cohesive end-to-end experiences for our clients. You'll work at a systems level, mapping out the entire user journey across various touchpoints—both digital and physical—to ensure that all aspects of the service are aligned, intuitive, and effective. This role requires a blend of strategic thinking, user empathy, and a deep understanding of how complex services function behind the scenes. You will collaborate with a wide range of stakeholders, from UX and product teams to operations and customer support, to design and implement service solutions that meet user needs and drive business success.

Responsibilities

• Conduct holistic user research to identify pain points and opportunities across the entire service journey.
• Create and maintain service blueprints and journey maps that visualize the entire ecosystem of a service, including front-stage interactions and back-stage processes.
• Lead collaborative workshops with cross-functional teams to co-create and align on service design solutions.
• Develop and test prototypes for service concepts, ranging from digital interfaces to physical interactions and employee workflows.
• Advocate for a user-centered approach, communicating design insights and strategic recommendations to stakeholders at all levels.
• Work closely with UX designers to ensure digital product experiences are seamlessly integrated into the broader service ecosystem.

Qualifications

• 5+ years of experience in a service design or a related UX/design strategy role.
• Proven expertise in designing complex, multi-channel services.
• Strong portfolio showcasing a deep understanding of service design methodologies, including user research, journey mapping, and service blueprinting.
• Excellent facilitation and communication skills, with the ability to lead workshops and present complex ideas to diverse audiences.
• Proficiency with design and collaboration tools such as Figma, Mural, or Miro.
• Bachelor's degree in Design, HCI, or a related field; a Master's degree is a plus.
• Prior experience working in a fast-paced, client-facing environment is highly desirable.

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