MyCity Senior Service Designer
MyCity Senior Service Designer
Posted on :
11-04-2025
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1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
11-04-2025
Job Description
Client Name: City of New York
Start Date: May 12 2025
End Date: May 10 2026
Contract Length (in weeks): 52
SCOPE OF SERVICES
OTI is seeking a Senior Service Designer to enhance MyCitys endtoend service delivery by mapping ecosystems identifying pain points and creating service blueprints and workflows enriched by AIpowered tools for adaptive process optimization and dynamic journey mapping. The role involves designing efficient processes facilitating cocreation workshops and collaborating with Agile teams to align on iterative refinement strategies. Emphasizing systems thinking the position ensures seamless digital and physical touchpoints accessibility and scalable endtoend service improvements. The role may also collaborate and complement a UX Researcher during key research and testing periods.
Ability to map endtoend service ecosystems including user journeys backend processes and organizational touchpoints. Proficiency in identifying pain points and opportunities for improvement at a systems level.
- Expertise in designing new processes and workflows to enhance service delivery and efficiency. Familiarity with lean methodologies to streamline processes and reduce operational waste.
- Proficiency in creating clear compelling design artifacts such as service blueprints journey maps and experience conducting cocreation workshops to align stakeholders around a unified vision.
- Advanced visual storytelling skills to convey complex ideas to diverse audiences.
- Capability to design seamless interactions across digital and physical service channels.
- Collaborate with product and technology teams to translate service design insights into actionable solutions and seamless implementations.
- Strong understanding of service design methodologies including experience with tools and techniques such as service blueprinting ecosystem mapping and journey mapping with a focus on automated ecosystem insights and dynamic process refinements to uncover pain points and opportunities for improvement.
- Strong skills in applying systems thinking to analyze and redesign interconnected service components. And supporting change management processes to ensure successful adoption of service improvements.
- Advocate for user needs and systemlevel thinking ensuring compliance with ADA standards while being accessible inclusive and aligned with user expectations.
- Monitor and evaluate the effectiveness of services through feedback AIenhanced usability testing and iterative improvements informed by realtime sentiment tracking and behavioral analytics.
- Experience monitoring the effectiveness of services through user feedback data analytics and usability testing.
- Ability to recommend iterative improvements based on quantitative and qualitative data.
TOOLS AND METHODOLOGIES:
- Experience with tools like Figma Miro or Lucidchart for service design artifacts.
- Familiarity with usability testing tools remote collaboration platforms and agile project management tools like Azure Boards.
Requirements
MANDATORY SKILLS/EXPERIENCE
Note: Candidates who do not have the mandatory skills will not be considered
- 8 years of experience in service design systems thinking or related disciplines with a proven ability to lead crossfunctional initiatives in agile environments.
- Strong understanding of service design methodologies including experience with tools and techniques such as service blueprinting ecosystem mapping and journey mapping to uncover pain points and opportunities for improvement.
- Proficiency in user research methods such as interviews surveys usability testing and contextual inquiry. Expertise in both qualitative and quantitative approaches with experience conducting research on complex largescale projects (e.g. longitudinal studies diary studies ethnographic research).
- Experience developing and maintaining servicespecific design artifacts including personas journey maps and service blueprints to align teams and guide decision making.
- Proficient in tools like Figma Miro and Lucidchart to create wireframes mockups and prototypes for testing and concept validation with advanced skills in interactive prototyping.
- Proven ability to collaborate with UX designers Product Owners and technical teams to translate service design insights into actionable solutions and ensure seamless implementation.
- Excellent communication and facilitation skills with the ability to clearly present service design findings insights and recommendations to stakeholders. Experience conducting cocreation workshops stakeholder alignment sessions and design reviews.
- Candidate MUST have an online portfolio showcasing service design artifacts user research methodologies and systemlevel problemsolving. The link must be included in the resume.
DESIRABLE SKILLS/EXPERIENCE:
- Create and deliver servicespecific design artifacts to support project objectives including service blueprints ecosystem maps visual designs wireframes and interactive prototypes.
- Collaborate with UX designers and developers to integrate service design insights into a cohesive design system ensuring consistency and scalability across services.
- Experience working in agile and iterative environments with a deep understanding of agile practices such as sprint planning retrospectives and backlog grooming.
- Proven ability to thrive in multidisciplinary teams bringing together perspectives from design research product and technology to improve endtoend service delivery.
- Proficiency in service design and UX tools for collaboration and communication such as Figma Miro Lucidchart and Azure Boards.
- Familiarity with design thinking principles and methodologies with demonstrated ability to lead or actively participate in design sprints ideation workshops and feedback sessions.
- Experience conducting accessibility evaluations and ensuring service designs meet or exceed accessibility standards (e.g. WCAG ADA compliance) utilizing AIassisted tools to automate accessibility audits and streamline compliance verification.
- Proficiency in analytics and data visualization tools such as Google Analytics Tableau or Power BI to track user behavior gather actionable insights and inform service design decisions.
- Ability to balance usercentered design with business goals aligning service improvements with organizational objectives and technical feasibility.
Required Experience:
Senior IC
Employment Type
Contract
Key Skills
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