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Innovation at the Pace of Need™
Service Designer
Location
United States
Posted
51 days ago
Salary
$92K - $158K / year
Seniority
Senior
Job Description
Service Designer
LMI
• Lead or support service design workstreams within broader transformation or implementation engagements centered on client missions. • Map current and future user journeys, service processes, and ecosystem models to identify gaps and opportunities for improvement across multiple user groups and channels. • Identify service gaps, inefficiencies, and adoption barriers; translate findings into prioritized recommendations and service improvements. • Design and execute research approaches (e.g., stakeholder interviews, user interviews, workshops, usability testing). • Synthesize qualitative and quantitative data into actionable insights, personas, and experience frameworks. • Collect platform usage data and analytics to refine design and measure success metrics tied to adoption, usability, and user satisfaction. • Facilitate workshops, co-creation sessions, and design thinking exercises to drive alignment between diverse groups. • Effectively communicate insights and recommendations to both technical and non-technical stakeholders. • Partner closely with implementation, product teams, and clients to align service design improvements with change management strategies. • Collaborate with product, engineering, and implementation teams to ensure solutions are feasible and scalable. • Contribute to integrated deliverables that connect experience design, communications, and change management. • Develop prototypes, frameworks, and design concepts to test service improvements and iterate based on feedback from users. • Balance design rigor with practical implementation considerations. • Define success metrics tied to adoption, usability, and user outcomes. • Support operationalizing service improvements and measuring impact. • Contribute to internal knowledge development, methods, and reusable assets. • Leverage AI tools and technologies to streamline workflows, improve decision-making, and optimize processes for enhanced productivity and efficiency.
Job Requirements
- 4+ years of experience in service design, UX, or experience strategy, preferably in a consulting or client-facing environment.
- Bachelor’s degree in Design, Human-Centered Design, Human-Computer Interaction, or related field (or equivalent experience).
- Demonstrated experience delivering end-to-end service design artifacts (journey maps, service blueprints, user flows) for complex systems.
- Strong user research and synthesis capabilities, including experience working with both qualitative and quantitative data.
- Experience working directly with clients and managing stakeholder relationships.
- Proven ability to facilitate workshops and drive alignment across cross-functional teams.
- Strong communication and storytelling skills, including development of executive-ready deliverables.
- Ability to operate effectively in ambiguous, fast-paced environments.
- Fluency in Microsoft Office programs (Word, Excel, PowerPoint, Outlook).
Benefits
- Health insurance
- 401(k) matching
- Professional development opportunities
- Flexible work arrangements
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