Senior Service Designer (Public Trust)

Please note: This role is contingent upon contract award. While it is not an immediate opening we are actively conducting interviews and extending offers in anticipation of the award.

Our Digital Modernization Division is an information technology and management consulting department that offers integrated strategic solutions to its public andprivate-sectorclients. ICF has theexpertise agility and commitment to design build andoperatehigh-performance IT engines to support all aspects of our clients business.

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 end to end service improvements that are human
centeredfeasiblewithin federal constraints and measurable at scale.

Job Location-Must be able to go on-site 5 days a week to the clients office in Washington DC. Hybrid work flexibility may be available after the first90 days.

Responsibilities

• Manage endtoend service design efforts to modernize federal services improve customer experience and address complex missioncritical challenges

• Apply humancentered design and systems thinking to create practical scalable solutions that align with federal policies regulations and operational constraints

• Conduct and synthesize qualitative and quantitative research to inform service blueprints journey maps and futurestate service models

• Facilitate crossfunctional workshops and working sessions with stakeholders across policy operations technology and design to drive alignment and decisionmaking

• Partner closely with engineering product and delivery teams to translate service concepts into implementable solutions

• Integrate accessibility equity and federal digital service standards into all design recommendations and deliverables

• Support federal procurement and program activities by contributing to requirements definition evaluation artifacts and design documentation

• Advise clients on service transformation strategies change management considerations and measurement of service outcomes

• Produce clear actionable design artifacts and recommendations that effectively communicate insights to senior federal stakeholders

• Mentor junior designers and contribute to design best practices standards and thought leadership within ICF
  

Basic Qualifications

• Must be a US Citizen required by federal client.

• Bachelors degree in Design Engineering Information Systems or related technical field

• 7 years of experience in service design human-centered design UX/CX strategy or systems design.

• Must be able to obtain andmaintaina 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.

Desired Skills

• Deepexpertisein service blueprinting journey mapping systems thinking and cross-functional facilitation.

• Knowledge of 508 accessibility equity frameworks and federal digital service standards.

• Experience supporting federal procurement activities

• Experience inworkingeffectively withdiverse teams including engineering product management to align designefforts with overall product vision.

• 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.

Professional Skills

• Strong communicationand storytelling skills including experience presenting to senior leaders.

• Ability to translate complex requirements into clear actionable service improvements

Working at ICF

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: