Sr Service Designer

Job highlights

• Willingness to dive into ambiguity and build new systems and processes,sometimes from scratch,is essential,as is leading through influence within a matrixed environment
• Commitment to excellence consistently high standards for craft,collaboration,customer experience,and mission impact .

• Experience working with the federal government (VA experience preferred) .

• We are looking for a Senior Service Designer to support MO s federal government customers, initially within our Department of Veterans Affairs (VA) business unit. In this role, you will apply deep service design expertise to lead initiatives to map complex systems and processes. These programs inform data-powered products and services that deliver measurable outcomes for the people and organizations we serve.
• The ideal candidate brings relevant government experience and a track record of delivering high-impact work in complex environments. Willingness to dive into ambiguity and build new systems and processes, sometimes from scratch, is essential, as is leading through influence within a matrixed environment. As a senior-level individual contributor, you will lead collaborative engagements within your assigned program based on a strong understanding of client needs, values, fears, and objectives.
• This role does not include formal people management responsibilities, but is expected to help define best practices and support our people as we grow. This involves identifying and helping address team challenges, as well as modeling and encouraging supportive, inclusive, constructive, and innovative behaviors to create a positive working environment.
• This role is remote but anticipates occasional travel in support of customer engagement and industry events.

What You’ll Do

Delivery Outcomes

• Lead complex, cross-functional engagements, ensuring high-quality, timely delivery aligned to end-user outcomes, stakeholder impact, and client objectives
• Apply mixed-method discovery approaches that uncover deep insights about the interactions between systems, business processes, and people; translate these insights into actionable opportunities
• Collaborate closely with product managers, data scientists, engineers, and other cross-functional partners to understand diverse needs, provide strategic insights, and ensure alignment between problem definition and desired outcomes
• Proactively identify and address risks, dependencies, and opportunities that could affect delivery quality or program outcomes
• Leverage AI and emerging technologies to develop effective and responsible ways of solving problems and delivering services, with a focus on accelerating measurable customer and end-user outcomes

Client Impact Influence

• Create and nurture relationships with key client stakeholders and proactively engage them to facilitate sensemaking, validate assumptions, and socialize insights; act as the primary contact for service design matters, presenting and defending service design decisions
• Align with stakeholders around priorities and apply approaches that build holistic understanding of problem spaces, ensuring service design work delivers consistent, contextual value

Innovation Organizational Impact

• Provide meaningful contributions to company, strategic, and growth initiatives that extend beyond your assigned program and create measurable value for MO
• Build relationships and share insights across MO to strengthen our collective understanding of customers, markets, emerging practices, and opportunities

Growth Business Impact

• Contribute service design expertise to proposals and new business pursuits, helping translate customer needs into compelling solutions and opportunities
• Contribute to identifying and developing opportunities that strengthen customer relationships, expand existing work, and create new business for MO

What You’ll Bring

• 5+ years of industry experience in service design, UX design, research, or a related field, with demonstrated expertise leading complex service design engagements
• Service design expertise demonstrated ability to apply service design methods, systems thinking, and strategic thinking to complex, ambiguous problem spaces and translate insights into actionable outcomes
• Proven delivery track record of delivering complex, high-impact work that creates measurable value for customers and end users
• Practice expertise …