Senior/Staff Service Designer (U.S. Air Force)

About Skylight

Skylight is a digital consultancy using design and technology to help government agencies deliver better public services.

We’re at the forefront of a civic movement to reinvent how all levels of government serve families, patients, and many others in today’s digital world.

If you want to play a part in driving this critical movement forward, we’d love for you to join our growing team of public interest technologists.

The work we do matters.

About the job

At Skylight, service designers tie together human, digital, and physical interactions to create or change how government organizations operate in order to create or improve a service. Service designers are expected to understand the problem and organizational landscape, identify opportunities, and iteratively develop services and solutions.

In this role, you’ll work with a U.S. Air Force enterprise DevSecOps provider that delivers platforms and services to software teams across multiple value streams. Our team provides strategic product, design, engineering, and customer experience support to the program.

You’ll help create one unified customer journey across those value streams. That means analyzing end users, the operational workflows they depend on, and how customers fit into those workflows, then using that understanding to shape how the user portal evolves.

What to know going in

This is a systems and analysis role, closer to business analysis than interface design. Front-end design, rapid prototyping, and design feedback loops aren’t part of the work. If your portfolio is mostly screens, this probably isn’t the right fit. We’re looking for work that shows journey mapping, workflow analysis, and decisions you helped stakeholders reach.

What you’ll do

• Map a unified customer journey across multiple value streams, connecting end users, operational workflows, and the teams that support them
• Represent customer needs and requirements for each value stream, and help multiple engineering teams agree on how to sequence the user portal
• Plan, conduct, and synthesize research into service blueprints, journey maps, and system maps that the whole program can act on
• Identify and prioritize service improvements without sacrificing the capabilities users rely on today
• Facilitate program increment (PI) planning events and working sessions that turn stakeholder input into clear decisions
• Maintain organized, well-written documentation throughout the process

What we’re looking for

Basic qualifications

• Can take a systems thinking approach to changing how elements of an organization interact and influence one another
• Ability to plan, synthesize, and present research
• Ability to identify the best opportunities for service improvement through ideation and experimentation activities
• Know how to align policies, technology, infrastructures, and systems to drive meaningful outcomes for the business and users
• Ability to lead collaborative research and design activities, influence others, and build consensus
• Experience in service design or business analysis, including analyzing end users and operational workflows
• Strong stakeholder management or consulting experience, including representing user needs to multiple teams with competing priorities
• Experience working on cross-functional teams (product, design, engineering, ops) in iterative delivery
• A mindset and work approach that aligns with our core values

Nice-to-haves

• Customer success experience
• User research experience
• Military or defense experience
• Experience delivering technology in government, regulated industries, or other public-benefit settings
• A track record of staying aligned and accountable on remote teams

Don’t meet every qualification but think you can do the job? We’d still love to hear from you. If you’re excited about the role, apply. We consider candidates with a range of backgrounds and experiences.

Other requirements

• Some of our available roles are on federal contracts that require a degree or additional years of experience as a substitute.
• All work must be conducted within the U.S., excluding U.S. territories.
• This contract requires U.S. citizenship to be eligible for employment.
• This contract requires you to obtain a Common Access Card (CAC) and special access.
• You must complete a company background check successfully.

Logistics

Position type

This is a full-ti…