Government can and should work well for everyone. We're people-centered problem solvers showing that it's possible.
Staff Service Designer
Location
United States
Posted
4 days ago
Salary
$128.9K - $157.9K / year
Seniority
Lead
Job Description
Staff Service Designer
Code for America
• Design Process: Independently lead service design execution across multiple large and complex projects or workstreams as an individual contributor. • Design Process: Demonstrate strong analytical and creative thinking on how to improve the end-to-end, front-to-back, and multi-modal user experience across your assigned product, project, or portfolio. • Design Process: Understand the relevant policies, infrastructure, technology, and system constraints that affect the experience within a given government service. • Design Process: Highlight potential gaps and areas of opportunity for improvement across the whole service, including client, staff, or processes, focusing holistically on all channels of interaction. • Design Process: Use common service design methods and artifacts to document proposed service interventions and clearly communicate your understanding to the team and government partners of current and proposed future state of a service, such as journey maps, service blueprints, system diagrams, and ecosystem maps. • Design Process: Define ways in which a service intervention’s impact can be measured and how impact metrics ladder up to stakeholder goals and user needs. • Design Process: Participate in planning and carrying out user research activities and synthesizing research findings, typically in partnership with qualitative user researchers. • Design Process: Create and test design interventions and/or hypotheses by creating low, mid, or high-fidelity prototypes. Use these to generate useful feedback and iterate towards the best solution for people impacted. • Partnership and Collaboration: Partner closely with individual contributors and managers from other disciplines (e.g., engineering, research, product, data science, and program) to find elegant but practical solutions to design challenges. • Partnership and Collaboration: Design and facilitate collaborative sessions/workshops with internal and external stakeholders to gather input on design directions, identify priority user stories to focus on, and drive alignment around strategic design directions. • Partnership and Collaboration: Develop and maintain collaborative, professional relationships with government partners, CBOs, and advisory consultants necessary to achieve successful project outcomes. • Partnership and Collaboration: Deliver presentations to internal and external partners that capture attention and convey key messages succinctly, using storytelling techniques and visual communication to highlight client and worker experience. • Partnership and Collaboration: Participate in project or portfolio conversations and provide your input as a service design subject matter expert to inform strategic decisions about project and product direction. • Team Health and Mentorship: Participate in operational and best-practices initiatives within the Service Design discipline and the broader User Experience department. • Team Health and Mentorship: Act as a mentor to support more junior design staff in their work by pairing, coaching, and raising the quality bar of outputs. • Team Health and Mentorship: Deliver constructive critical design feedback to UX and service design peers. • Team Health and Mentorship: Serve has a champion of Service Design across the organization, participating in teaching and learning opportunities, and evangelizing human-centered design. • Team Health and Mentorship: Contribute to the organization's credibility and thought leadership in design.
Job Requirements
- 6+ years of service design and/or design strategy experience, with 2 years at a senior or staff level
- Direct experience working in government services, public policy, civic service design, civic tech, or social impact design in the public sector
- Demonstrated ability to design, test, implement, and measure complex multi-channel experiences that include technology systems, business processes, policy constraints, and client-facing artifacts
- A portfolio of service design work that outlines your design process, deliverables, and impact
- Demonstrated ability to manage multiple high-priority initiatives and complex workstreams, including early-stage discovery as well as delivery of tactical design improvements to existing processes and technical systems
- Experience mentoring designers and communicating the value of design to stakeholders and cross-functional partners.
- Willingness to travel for research and partner collaboration (up to 10% of the time)
- Ability to work collaboratively within a multidisciplinary team
- Ability to work in a fast-paced, agile software development environment
- Passion for our mission of making government services better for people who need them.
- Curiosity about emerging AI tools and a commitment to using them responsibly and effectively
- A deep commitment to Code for America's mission of making government services work well for the people who need them most
Benefits
- Leadership and teammates who share a strong work ethic and values, and who respect and care for one another
- A collaborative, cross-functional, hardworking, and joyful environment
- Laptop provided
- A one-time $700 payment for remote environment setup; $200 stipend (in first paycheck) and up to $500 reimbursement, in accordance with our equipment policy
- Cell phone and/or internet reimbursement of $50 per month
- $500 annual (per calendar year) stipend towards professional development; prorated at time of hire
- Up to $500 of professional development funds can be rolled over each year, up to a maximum of $1000
- Training / guidance for staff required to utilize AI as part of their role, plus opportunities for employees to gain AI-related skills to support job and career growth
- Employees receive a 100% employer match on the first 3% of contributions.
- Employees with 3+ years of service receive an additional 50% match on contributions between 3% and 5%, for a maximum employer contribution of 5%.
- At least one no cost health insurance option for full-time employees for employee-only coverage
- A minimum of 80% of the cost of dependent coverage
- Code for America employees may work remotely across the US
- Code for America employees main residence must be within the US
- Full-time employees work 40 hours per week, Monday - Friday
- Collaborative working hours: we aim to hold all internal meetings between 10 AM - 3 PM PT. We expect all Code for America staff to be available during these set working hours
- Open personal time off (subject to manager approval), a minimum of 14 paid holidays, and an org-wide closure from Christmas Day through New Year's Day
- Paid sick time; up to 96 hours annually
- 17 weeks of paid parental and family leave
- 3 weeks of paid sabbatical after 5 years of service
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