Senior Service Designer

Summary

Join MO, a human-centered design firm, as a Senior Service Designer to make a significant impact on the U.S. Department of Veterans Affairs (VA). You will be part of a small, cross-functional team, leveraging your systems and technical mindset to improve service delivery and design innovative Drupal CMS solutions. This role involves leading complex engagements, managing stakeholders, conducting user research, prototyping, and mentoring junior team members. The ideal candidate possesses 5+ years of experience in human-centered design, a strong understanding of accessibility and Section 508 compliance, and proficiency in various design tools. A passion for civic design and a consultative mindset are essential. MO offers a remote-first work environment, competitive compensation, full health benefits, unlimited PTO, and other perks.

Requirements

• 5+ yrs demonstrated expertise in human-centered design methodologies and practices contributing with technical expertise to complex digital service projects and navigating stakeholder relationships
• Demonstrated commitment to social impact design
• Extensive experience as a people (customer/user) advocate, with a strong command of accessibility, Section 508 compliance, and a nuanced understanding of the challenges posed by user research barriers in the public sector
• Proficiency as a designer who can draw upon a breadth and depth of experience in at least five of the following capabilities: user research, information architecture, technical writing, UX design, wireframing and prototyping, service design, visual design, usability testing, content modeling, training, and/or design systems
• Understanding of complex technical applications and capable of communicating and collaborating with technical teams
• Familiarity with Agile software delivery, agile methodologies, and tool-sets such as GitHub/ZenHub to track user stories
• Experience using modern design and collaboration tools (such as Figma, Sketch, Adobe Creative Suite, Mural, and Miro)
• Skilled in understanding client expectations, working as an agile team, managing and prioritizing multiple high-profile, medium-to-high complexity projects, and ensuring accountability in delivering against customer needs
• Experience working with cross-functional teams of product managers, developers, service designers, researchers, and UX designers to ensure the successful implementation and adoption of deliverables, maintaining consistency and accessibility across civic tech products
• US Citizenship

Responsibilities

• Lead and oversee complex engagements, ensuring the seamless integration of service design practices into overall project management
• Contribute to shape program/project-level CX strategy, aligning user needs, business objectives, and technical capabilities to deliver exceptional user experiences
• Interact with internal and external stakeholders on service design/HCD matters
• Facilitate strategic conversations, instill enduring service design practices within customer organizations, influence high-level design decisions, and cultivate long-term partnerships based on trust and aligned objectives
• Using relevant human-centered design methods, develop and lead approaches to discovery that establish research objectives, directly involve users, and provide stakeholders with a deeper understanding of the environment (and its opportunities and constraints) as well as the key problems to solve
• Guide teams in the strategic approach to co-design, testing, and iteration, ensuring designs meet organizational standards and objectives, and resonate deeply with end-users
• Working both with technical teams, as well as shaping the engagement and experience of the publishing community ("the user"). Ability to collaborate with teams who manage, edit and deliver content
• Lead the efforts in refining and maintaining service design principles and best practices across the organization, working closely with product, design, and development teams
• Ensure consistent and accessible experiences across all products and interfaces
• Define and drive the adoption of data-driven frameworks and evaluating the impact and effectiveness of design solutions, catalyzing organizational growth and innovation
• Work with the MO design team to build and mature a diverse and inclusive HCD Community of Practice with industry presence
• Provide guidance and mentorship to more junior designers, fostering their growth and development within the team
• Influence clients and stakeholders to embrace customer-centered design principles and practices

Preferred Qualifications

• Familiarity designing for Drupal CMS editorial experiences
• Previous experience working in a client services organization (i.e., consulting or a digital agency)

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
• Opportunities for career growth
• Full health benefits (medical, dental, vision)
• 401K matching
• Unlimited Paid Time Off (PTO)
• Short- and Long-Term Disability in addition to Life Insurance (company sponsored)
• Company sponsored parental leave
• Summer Fridays!
• $120,000 - $135,000 a year