Senior Service 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 health outcomes for veterans by improving access to care and benefits within the VA. As a cultural steward, you will define best practices and mentor junior team members. This position requires exceptional service design leadership, versatile research proficiency, and strong organizational and collaboration skills. The role involves 85% billable work and 15% dedicated to internal HCD practice development. A portfolio showcasing impactful design solutions is required for application. MO offers a remote-first work environment, competitive compensation, full health benefits, 401k, unlimited PTO, and short- and long-term disability insurance.

Requirements

• People-centered change leadership: 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
• Exceptional Service Design Leadership: 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
• Your expertise will extend to fostering organizational alignment and guiding teams through the design process, from uncertainty to clarity
• Versatile Research Proficiency: 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
• Organizational Excellence: Excellent organizational skills that enable you to seamlessly manage multiple high-profile, medium-to-high complexity projects within a dynamic organizational environment
• Empowering Leadership and Collaboration: 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

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

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 (85% medical premiums for employees and dependents, dental, vision)
• 401K plan
• Unlimited Paid Time Off (PTO)
• Short- and Long-Term Disability in addition to Life Insurance (company sponsored)