Senior Designer

Summary

Join MO, a company dedicated to improving government services through human-centered design, as a Senior Service Designer. You will play a key role in enhancing the experience for Veterans and their families within the U.S. Department of Veterans Affairs. This position requires leading complex engagements, collaborating with cross-functional teams, and implementing service design practices. You will also contribute to the growth of MO's HCD practice by mentoring junior team members. The role involves a blend of client engagement, research, prototyping, and impact analysis. This is a remote, contract position with competitive compensation.

Requirements

• Possess people-centered change leadership: Be adept at navigating and instigating change in a way that addresses the needs of all those impacted, including VA product leaders and staff that deliver services to Veterans, Caregivers, Survivors and Family Members
• Demonstrate exceptional Service Design Leadership: Have an exceptional history as a service design leader, evident through your contributions to experience strategies, products, services, and customer experiences that not only delight users but also yield substantial business outcomes
• Show Versatile Research Proficiency: Possess passion for and high competence in conducting research across both undefined problem spaces, utilizing design research and strategic thinking to frame opportunities, as well as clearly defined problem spaces, employing co-creation, CX and UX research and testing to envision and optimize services, products and features
• Exhibit Organizational Excellence: Have excellent organizational skills that enable you to seamlessly manage multiple high-profile, medium-to-high complexity projects within a dynamic organizational environment
• Display Empowering Leadership and Collaboration: Possess strong leadership qualities coupled with effective collaboration skills, encompassing articulate verbal, non-verbal, and written communication

Responsibilities

• Lead and oversee complex engagements, ensuring the seamless integration of service design practices into overall project management
• Inform program/project-level CX strategy, aligning user needs, business objectives, and technical capabilities to deliver exceptional user experiences
• Act as the primary client contact for service design matters, presenting and defending service design decisions
• Collaborate closely with clients to deeply understand their needs, provide strategic insights, and ensure alignment between problem definition and their goals
• Implement mixed-method discovery approaches that uncover deep insights about the interactions between systems, business processes, and people
• Use these insights to inform and shape the service design strategy
• Lead the co-design, testing, and iteration of low and high-fidelity service design artifacts to validate assumptions, uncover service design opportunities, and deliver solutions that resonate with VA staff
• Collaborate with product management, design and development teams to ensure the successful implementation of knowledge into searchable knowledge bases
• Utilize data-driven insights to analyze the effectiveness and impact of service design solutions, driving continuous improvement and innovation
• Work with MO leadership to build and mature an HCD Community of Practice that people are proud to belong to, with industry presence
• Provide guidance and mentorship to more junior designers, fostering their growth and development
• Influence clients and stakeholders to embrace people-centered design principles and practices

Preferred Qualifications

Previous experience working in a client services organization (i.e., consulting or a digital agency) is helpful

Benefits

• A fun, dynamic working environment with an energetic and diverse team
• A REMOTE first work environment
• An inclusive culture where everyone is welcome
• Competitive compensation commensurate with experience
• $57.69 - $67.31 an hour