Service Designer

Job Description

Overview

Steampunk is seeking a
Service Designer
to guide clients through our Design Intelligence® framework, providing the research and design foundation supporting portfolio optimization, data governance, and identity-modernization workstreams within a large federal advisory program. You'll lead and facilitate discovery that uncovers pain points and opportunities, serving as the voice of the user to ensure their needs are reflected in every recommendation.

Contributions

Conduct process, technology, and organizational research to build the evidence base for portfolio optimization recommendations

Facilitate discovery workshops and interviews to frame pain points and opportunities, define problem statements, and validate hypotheses with real users and stakeholders

Build frontstage/backstage service blueprints and vision roadmaps connecting user-facing outcomes to the systems and investments behind them

Conduct empathy interviews and shadowing with data users (analysts, stewards, program staff) to map end-to-end data journeys

Apply card sorting and persona development to shape catalog and metadata design around how users actually search

Synthesize research into insights and recommendations that shape program strategy and future-state experience vision

Run lo-fi/hi-fi prototyping and usability testing on governance artifacts and workflows before enterprise rollout

Build service blueprints spanning all four ICAM pillars (Policy, People, Process, Technology)

Collaborate and communicate stakeholder and user needs across a cross-functional Agile team

Ensure all deliverables are produced at consistent, high quality across assigned workstreams

Qualifications

Ability to obtain and maintain a U.S. government security clearance

Bachelor's degree, preferably in Human-Centered Design, Service Design, or a related field

5+ years of service design or UX research experience, including service blueprinting and journey mapping

Portfolio demonstrating design process, methods, and craft across past service design or UX research engagements

Demonstrated experience with affinity diagramming, card sorting, and persona development

Experience running usability testing and prototyping cycles with real end users

Experience working within an Agile delivery framework, integrating research and design activities into sprint cadences

Proficiency with design and research tools such as Adobe Creative Suite, Mural, and Lucidchart

Strong research synthesis and facilitation skills

Excellent written communication and presentation skills to convey research findings and recommendations

Experience collaborating within a multidisciplinary delivery team, including data, identity/security, and change-management specialists

Preferred:

Experience applying service design methods to federal data governance, identity/access, or portfolio management contexts

Experience with lo-fi/hi-fi prototyping tools

Previous experience working as a consultant

About
steampunk

Steampunk relies on several factors to determine salary, including but not limited to geographic location, contractual requirements, education, knowledge, skills, competencies, and experience. The projected compensation range for this position is $85,000 to $150,000. The estimate displayed represents a typical annual salary range for this position. Annual salary is just one aspect of Steampunk's total compensation package for employees. Learn more about additional Steampunk benefits here.

Identity Statement

As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Steampunk is a
Change Agent
in the Federal contracting industry, bringing new thinking to clients in the Homeland, Federal Civilian, Health and DoD sectors.  Through our
Design Intelligence™ process
, we are fundamentally changing the expectations our Federal clients have for true shared accountability in solving their toughest mission challenges. If you want to learn more about our story, visit http://www.steampunk.com.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Steampunk participates in the E-Verify program.