Lead Service Designer
Job Description:
Our federal department client is currently initiating a large-scale program involving the hiring of an experienced Lead Service Designer to drive human-centered design outcomes across major initiatives.
This role sits within a high-impact transformation environment, focusing on aligning complex service ecosystems with mandated government policy requirements and modernizing their technology landscape.
* Develop service blueprints and maps for assigned program streams.
* Produce user journey maps, design artifacts, and communication tools to support decision-making.
* Support product owners in the development of EPICs and upstream refinement activities.
* Work closely with multidisciplinary delivery teams to guide feature refinement and detailed design.
* Translate research insights, policy constraints, technical considerations, and business objectives into structured design outputs.
* Build strong relationships with delivery teams and senior stakeholders.
* Influence stakeholders to understand constraints, support design recommendations, and align to policy requirements.
Requirements:
* Proven experience as a Service Designer in complex program environments.
* Strong capability in producing service blueprints, journey maps, user flows, and HCD artifacts.
* Experience working with multidisciplinary delivery teams in Agile-lean environments.
* Demonstrated ability to influence senior stakeholders in policy-driven or regulatory programs.
* Ability to interpret research insights and convert them into structured service design outputs.
* Sound understanding and background in large Commonwealth human services programs.
* Familiarity with high-level policy alignment, digital strategy, and service transformation in government contexts.