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Founded in 1969, ICF is a global advisory and technology services company headquartered in Reston, Virginia. It delivers data-driven solutions across energy, en
Senior Service Designer
Location
Virginia
Posted
65 days ago
Salary
$98.6K - $167.6K / year
Seniority
Senior
Job Description
Senior Service Designer
ICF
• 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.
Job Requirements
- 7+ years of experience in service design, human-centered design, UX/CX strategy, or systems design.
- Bachelor’s degree.
- US Citizenship is required by the federal government for this position.
- Must be able to obtain Public Trust clearance.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities
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