Senior Service Designer

Summary

Join MO, a design firm focused on improving government services, as a Senior Service Designer. You will lead and mentor a team, design impactful customer experiences for millions of citizens, and shape the firm's human-centered design practices. This role requires extensive experience in service design leadership, customer research, and project management within the public sector. You will work remotely, collaborating with cross-functional teams to deliver innovative solutions. The position offers competitive compensation, full health benefits, unlimited PTO, and opportunities for career growth. A passion for civic design and a commitment to social impact are essential.

Requirements

• Demonstrated commitment to social impact design and recognized leadership within the civic design community
• 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 customer research barriers in the public sector and healthcare domain (e.g., PRA, HIPAA)
• An exceptional history as a service design leader, evident through your contributions to experience strategies, design systems, products, services, and customer experiences that not only delight users but also yield substantial business outcomes
• Your expertise will extend to fostering organizational alignment and guiding teams through the design process, from uncertainty to clarity
• 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 for the market
• Excellent organizational skills that enable you to seamlessly manage multiple high-profile, medium-to-high complexity projects within a dynamic organizational environment
• Strong leadership qualities coupled with effective collaboration skills, encompassing articulate verbal, non-verbal, and written communication
• Your ability to lead high-performing teams hinges on your aptitude for persuasion and influence, fostering a cooperative approach rather than a rigid command and control structure
• For your application, please include a portfolio or case studies that showcase your expertise in delivering impactful design solutions, complex project leadership, and strategic design thinking

Responsibilities

• Lead and oversee complex engagements, ensuring the seamless integration of service design practices into overall project management
• Shape 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 design decisions
• Collaborate closely with clients to deeply understand their needs, provide strategic insights, and ensure alignment between design solutions and their goals
• Implement mixed-method discovery approaches that uncover deep insights into people’s (customer) behaviors, desires, and pain points
• Use these insights to inform and shape the service design strategy
• Lead the co-design, testing, and iteration of low and high-fidelity prototypes to validate assumptions, uncover design opportunities, and deliver solutions that resonate with people (both external and internal customers)
• Collaborate with product management, design and development teams to ensure the successful implementation of service designs, maintaining consistency and accessibility across civic tech products
• Utilize data-driven insights to analyze the effectiveness and impact of design solutions, driving continuous improvement and innovation
• Work with MO leadership 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

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 - $140,000 a year