Senior Service Designer
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Job Location:
Reston, VA - USA
Monthly Salary:
$ 119323 - 202850
Posted on:
19 hours ago
Vacancies:
1 Vacancy
Job Summary
ICF is seeking an experienced Senior Service Designer to support federal clients in modernizing services improving customer experience and transforming complex mission-critical this role you will work across design research policy operations and technology to design and implement endtoend service improvements that are humancentered feasible within federal constraints and measurable at scale.
Job Location: This position requires that the job be performed in the United States.
If you accept this position you should note that ICF does monitor employee work locations blocks access from foreign locations/foreign IP addresses and also prohibits personal VPN connections.
Key Responsibilities:
Collaborate with UX/CX researchers to conduct qualitative and quantitative research with federal customers frontline staff and program leaders.
Analyze policy operational workflows and legacy systems to understand the full service ecosystem end-to-end.
Develop detailed current-state and future-state service blueprints and journey maps that show how people processes data and technology interact.
Identify friction points and root causes across operations contact centers digital interfaces and backend systems.
Communicate complex systems through clear actionable visuals and documentation.
Design holistic services that align user needs agency priorities compliance requirements and operational feasibility.
Develop future-state concepts experience principles operational recommendations and implementation of roadmaps.
Prototype service changes including workflows scripts task flows process updates and policy concepts.
Ensure designs meet federal accessibility (Section 508) equity privacy and security standards.
Collaborate with researchers to test concepts with users validate assumptions and support iterative improvements.
Partner with product engineering and operational teams to ensure solutions are feasible and scalable within federal constraints.
Lead co-creation workshops and working sessions with customers program offices IT teams researchers operational staff and policy experts.
Build alignment among diverse stakeholders and support decision-making in complex environments.
Serve as a bridge between research findings business needs and technical delivery.
Support rollout planning sequencing and change management for large federal programs.
Contribute to executive briefings playbooks and long-term service improvement strategies.
Required Qualifications:
7 years of experience in service design human-centered design UX/CX strategy or systems design.
Bachelors degree in design HCD service design UX behavioral science anthropology public policy psychology computer science or related field.
US Citizenship is required by the federal government for this position
Must be able to obtain Public Trust clearance.
MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.) as this work is for a federal contract and laws do apply.
Preferred Qualifications:
Experience working in or with the federal government.
Deep expertise in service blueprinting journey mapping systems thinking and cross-functional facilitation.
Strong communication and storytelling skills including experience presenting to senior leaders.
Ability to translate complex requirements into clear actionable service improvements.
Knowledge of 508 accessibility equity frameworks and federal digital service standards.
Experience in consulting or professional services.
Familiarity with digital modernization efforts legacy system transitions or call center operations.
Comfort using tools such as Figma Miro/Fig Jam or similar for prototyping and collaboration.
Working at ICF
ICF is a global advisory and technology services provider but were not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges navigate change and shape the future.We can only solve the worlds toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information please read ourEEOpolicy.
We will consider for employment qualified applicants with arrest and conviction records.
Reasonable Accommodations are available including but not limited to for disabled veterans individuals with disabilities and individuals withsincerely heldreligious beliefs in all phases of the application and employment process. To requestan accommodationplease emailand we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentto provide needed reasonable accommodations.
Read more aboutworkplacediscriminationrightsor our benefit offerings which are included in theTransparency in (Benefits) CoverageAct.
At ICF we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.
However we understand that some candidates may require accommodationthat involves the use of AI. Ifsuch anaccommodation is needed candidates are instructed to contact us in advance at. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range - There are multiple factors that are considered in determining final pay for a position including but not limited to relevant work experience skills certifications and competencies that align to the specified role geographic location education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is:
$119323.00 - $202850.00Nationwide Remote Office (US99)Required Experience:
Senior IC
Key Skills
- Mechanical Design
- Layout Design
- CAD
- Adobe Creative Suite
- Creo
- Sheet Metal
- Drafting
- Adobe Photoshop
- Autocad
- Adobe Illustrator
- Sketch
- Adobe Indesign
About Company
About ICF: The Integral Coach Factory is one of the earliest production units of independent India. It was inaugurated by the first Prime Minister of India Pt. Jawaharlal Nehru on 2nd October, 1955. Later the Furnishing Division was inaugurated on 2nd October, 1962 and the production ... View more
