Responsibilities

• Map current and future-state service experiences using tools like journey maps, service blueprints, and ecosystem diagrams.
• Analyze and synthesize research insights from user interviews, stakeholder sessions, and data to uncover pain points, opportunities, and systemic barriers.
• Collaborate closely with UX designers, researchers, content strategists, and technologists to co-design solutions that are technically feasible and user-centered.
• Facilitate workshops and co-design sessions with internal teams and government stakeholders to align on problems and generate ideas.
• Contribute to strategy and roadmapping, helping government clients prioritize service improvements based on user needs, organizational readiness, and impact.
• Communicate complex systems and service design rationale to clients and teammates through clear visuals, storytelling, and documentation.
• Champion human-centered design practices in federal digital services and support a culture of collaboration and continuous learning.
• Other relevant duties as qualified and trained to perform.

Qualifications

• Bachelor's degree, plus a minimum of four (4) years of relevant experience, or an equivalent combination of education and/or experience.
• Successful and proven portfolio of work demonstrating service design deliverables and thinking—such as journey maps, service blueprints, stakeholder maps, or strategy briefs.
• Experience working on multidisciplinary teams, preferably in agile environments.
• Familiarity with human-centered design (HCD), design thinking, or customer experience (CX) frameworks.
• Comfortable navigating complex, regulated environments and aligning stakeholders with different goals.
• Ability to work independently and with remote teams.
• Excellent communication and facilitation skills.
• Must be able to obtain and maintain a Public Trust security clearance.

Nice to Have

• Experience working with or within federal agencies such as VA, CMS, GSA, or SBA.
• Familiarity with 21st Century IDEA, OMB Circular A-11 Section 280, OMB Memorandum M-23-22, or other federal digital service policies.
• Exposure to accessibility standards (Section 508/WCAG).
• Experience with content strategy, change management, or organizational design.

Perks & Benefits

• Flex hours
• 401K with matching incentive
• Parental Leave
• Medical/dental/vision benefits
• Flex Spending Account
• Company provided short-term disability and life insurance
• Commuter benefits
• Generous PTO
• 11 Paid holidays
• Professional development opportunities