UX Service Design Manager
UX Service Design Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Job Title:
UX Service Design Manager (Hybrid)
Location:
Hartford CT
Duration:
12 Months
Pay Rate:
$150/hr on C2C / 1099 all inclusive (OR) $130/hr on W2
Note:
The Service Design Manager may need to perform in-person research in Connecticut.
Job Description
We believe service access is a social justice issue and people closest to service challenges should inform service improvement efforts. As a result were looking for candidates who are passionate about evidence-based decision-making dedicated to ethical and inclusive design effective communicators thrive while collaborating and committed to the in-depth work required to drive lasting change within a large organization and complex service environment.
As the Service Design Manager youll report to the CTDS Deputy Director of Digital Product and lead service design projects from project scoping to research design strategy and implementation. Youll collaborate with team members to transform the digital teams work into a rigorous and sustainable practice
As a senior member of the team youre responsible for leading and implementing all aspects of a project life cycle-including strategy design implementation and addition youll mentor emerging team members by helping to expand their skill sets and deliver exceptional work. Lastly youll amplify the Digital Services service design approach progress project work and help build the service design practice.
An ideal candidate should be a talented and knowledgeable designer with fresh creative ideas and an excellent eye for addition to understanding user experience design and development methodologies the candidate should also have experience working in an Agile environment. You should not be afraid to lead by example knowing when and where you should own the outcome yourself or let others carry the torch.
Primary Duties
Strategizing
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Design and facilitate thoughtful and ethical research (in collaboration with the teams User Research Manager) to understand the service-related needs of residents staff leaders and other stakeholders.
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Synthesize research into insights and well-defined opportunity areas for intervention. Help translate these into actionable steps while communicating with people who are often unfamiliar to design and research methods.
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Develop feasible person-centered and comprehensive service strategies that improve resident interactions with government and staff work experiences.
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Design service solutions that work across channels of experience-including digital and non-digital touchpoints (e.g. in-person interactions and physical service environments).
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Practice Building
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Build the States Service Design team through hiring growing and retaining high-performing teammates.
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Drive a practice in mixed methods research (qualitative and quantitative) including when and how to apply methods throughout the product development lifecycle.
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Set standards of practice for and with service design team members.
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Expand team members skill sets through regular feedback learning sessions and one-on-one mentorship.
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Design and facilitate skill-shares with State colleagues so they can apply strategic design methods to their work.
Communicating
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Use iterative processes to ensure project deliverables; like service blueprints process flows stakeholder maps and project reports are rigorously executed.
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Choose the right deliverable for the right kind of conversation.
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Visually communicate ideas research synthesis and prototypes so stakeholders can align on concepts. Knowledge and familiarity with tools such as MIRO and Figma will help move ideas from conversations to prototypes for feedback.
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Develop compelling narratives that communicate the human experience to decision-makers so they can make clear decisions that align with evidence and human need.
Implementing
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Work with UX designers visual designers content strategists architects and technologists to develop and build tools and resources (e.g. websites apps one-pagers applications the design of space etc.) supportive of service improvement strategies.
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Facilitate listening and research sessions with subject matter experts.
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Create change management governance and pilot plans setting implementation efforts up for success acknowledging the constraints and realities of the service system.
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Facilitate feature and product roadmaps to take stakeholders from current state through MVP then to the idealized future state in iterative steps to meet resource and stakeholder needs.
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Synthesize complex information from various sources into clear actionable insights.
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Develop metrics of success to measure the effectiveness of project outcomes.
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Evaluate pilot plans to understand what works and doesnt about a solution.
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Take appropriate action to revise service solutions based on learnings from evaluation.
Collaborating
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Communicate work without jargon or pretense.
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Ensure participatory design processes include the right people at the right points in time.
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Offer and take constructive feedback.
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Respect and protect team members and stakeholders time.
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Communicate with clarity and honesty around the status of work.
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Cultivate and maintain respectful relationships with project stakeholders.
Advocating
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In partnership with the CTDS product team and agency communications staff disseminate lessons learned tools and best practices of the CTDS to the public.
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Actively contribute to the field of service design through journal submissions conference participation and community skill-shares.
Project Managing
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Collaborate with senior leadership on the design of a project key outcomes and methods.
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Break down complex projects into reasonable project plans with clear deliverables milestones and deadlines.
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Lead project partners and team members through service design processes.
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Clearly communicate project plans and their status to leadership team members and other stakeholders.
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Effectively navigate through ambiguity and project challenges.
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Deliver projects on time.
Top Skills & Years of Experience
Preferred Skills & Qualifications
Other Desirable Qualifications
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A design-related degree or relevant industry experience
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5 years of professional experience or a graduate degree plus 3 years of professional experience
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5 years managing project relationships with colleagues clients and project stakeholders
Nice-to-Have Skills
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Bilingual
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Strong visual design aesthetic
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Experience with community-based and participatory design
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Experience working in the social impact space on complex service challenges
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Experience with process improvement methodologies (LEAN six-sigma etc.)
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Experience with human-centered change management
Skills
Design
User Experience Design (UX)
Advanced (7-9 Years)
No
Skills
Tools
Design patterns
Advanced (7-9 Years)
No
Recruiter Details:
Name :
Contact : Two eight one Three eight five Nine one one one
About US:
GSK Solutions Inc. is a premier information technology services company dedicated to delivering exceptional consulting solutions and staff augmentation to our valued clients. With an unwavering commitment to quality timeliness and budgetary considerations we consistently strive to exceed client expectations building a strong reputation through our reliable execution. Our expertise spans commercial and custom product development covering information security software development consulting and IT audits. We excel in managing critical time-sensitive projects for Fortune 500 clients nationwide ensuring their success is always at the forefront of our mission.
Employment Type
Full Time
