Service Designer- Remote

📋 Description

• • ICF is seeking a highly skilled and experienced Service Designer to join our team and support federal clients in a critical mission to modernize services, enhance customer experiences, and transform complex, mission-critical systems. In this impactful role, you will operate at the intersection of design, research, policy, operations, and technology, driving the design and implementation of end-to-end service improvements. Your work will ensure these improvements are deeply human-centered, feasible within the unique constraints of federal agencies, and measurable in terms of their impact and scalability.
• • You will collaborate closely with UX/CX researchers to conduct comprehensive qualitative and quantitative research. This involves engaging directly with federal customers, frontline staff, and program leaders to gather deep insights into user needs, pain points, and operational realities.
• • A key responsibility will be to meticulously analyze existing policies, operational workflows, and legacy systems. This deep dive will enable a thorough understanding of the entire service ecosystem, from initial user interaction to backend processes.
• • You will be instrumental in developing detailed current-state and future-state service blueprints and journey maps. These visual tools will clearly articulate the intricate interactions between people, processes, data, and technology, providing a holistic view of the service landscape.
• • Your analysis will focus on identifying critical friction points and their root causes across various touchpoints, including operations, contact centers, digital interfaces, and backend systems, paving the way for targeted improvements.
• • A core function of this role is to communicate complex systems and their interdependencies through clear, actionable visuals and comprehensive documentation, making them understandable to diverse stakeholders.
• • You will design holistic services that strategically align user needs with agency priorities, compliance requirements, and operational feasibility, ensuring a balanced and effective approach.
• • This role involves developing compelling future-state concepts, defining experience principles, formulating operational recommendations, and creating actionable implementation roadmaps.
• • You will be responsible for prototyping service changes, which may include new workflows, revised scripts, updated task flows, process modifications, and conceptual policy adjustments.
• • A critical aspect of your work will be ensuring that all designed services meet stringent federal accessibility standards (Section 508), promote equity, uphold privacy, and adhere to security protocols.
• • You will collaborate with researchers to rigorously test concepts with users, validate assumptions, and support an iterative design process that drives continuous improvement.
• • Partnering effectively with product, engineering, and operational teams is essential to ensure that proposed solutions are not only innovative but also feasible and scalable within the specific constraints of federal environments.
• • You will lead and facilitate co-creation workshops and working sessions, bringing together diverse groups including customers, program offices, IT teams, researchers, operational staff, and policy experts to foster collaboration and shared understanding.
• • A significant part of this role is building consensus and alignment among diverse stakeholders, facilitating informed decision-making within complex and often challenging environments.
• • You will act as a crucial bridge, translating research findings into actionable business needs and guiding their integration into technical delivery.
• • Support will be provided for rollout planning, sequencing of implementation, and change management strategies for large-scale federal programs.
• • You will contribute to the development of executive briefings, essential playbooks, and long-term service improvement strategies, shaping the future direction of federal services.
• • This position requires US Citizenship and the ability to obtain a Public Trust clearance. The role is fully remote within the United States, with the understanding that work must be performed within the U.S. and ICF monitors work locations.