Steampunk, Inc. · 3 months ago
Senior Service Designer
McLean, VA
Full-time
Onsite
Senior Level, Lead/Staff
$120K/yr - $180K/yr
10+ years expSteampunk, Inc. is a Change Agent in the Federal contracting industry, focusing on innovative solutions for government clients. As a Senior Service Designer, you will guide clients through the Design Intelligence™ framework, enhancing user experiences across digital platforms and leading a design team in user research and service improvements.
ConsultingInformation Technology
No H1B
Security Clearance Required
Responsibilities
Manage the design team as well as design activities related to planning, prioritization, and decision making
Lead and conduct user research and usability testing and translate those results into designs that will improve products in an iterative fashion with other designers, product managers, and engineers
Participate in all aspects of discovery to understand: client mission and goals; stakeholders, users and their ecosystems; current state journeys; user segments; program and project objectives
Conduct workshops and interviews to frame pain points and opportunities; define problem statements and validate hypotheses
Lead discovery of user needs into concepts, personas, user journeys, information architecture, user flows, wireframes, and visual design prototypes with other designers, product managers, and engineers
Develop low-fidelity and high-fidelity service blueprints and journey maps to visualize end-to-end user experiences, identify pain points, and collaborate with product owners, product managers, other designers, and engineers to shape service improvements that align with user and business needs
Facilitate cross-functional collaboration by bridging communication between product owners, designers, engineers, and client stakeholders, ensuring that service concepts are both desirable for users and feasible for technical implementation
Design and iterate on service prototyping using Figma and other tools to test, validate, and refine workflows, integrating feedback from usability research, stakeholder input, and real-world testing
Ensure human-centered design principles and consistency across service touchpoint and digital experiences
Lead user research and stakeholder engagement to gather insights, conduct co-creation workshops, and translate findings into actionable recommendations that enhance service experience
Collaborate with product managers, other designers, software developers, and client product owners to ensure that designs are properly implemented, regularly tested with users, and iteratively improved on
Balance user needs with product manager priorities and technical feasibility to drive measurable results
Provide plain language content strategy to facilitate an easy-to-understand user experience that simplifies complex processes for users who may not be native English speakers
Synthesize research and data to communicate insights and make recommendations that will shape mission/program strategy, service and workflow
Communicate stakeholder and user needs and collaborate on a cross functional team within an agile environment
Understand and embrace the specifications and constraints of a given technology, platform and/or operational environment and understand how research should be integrated into technological considerations
Qualification
Required
Ability to obtain a U.S. government Public Trust Security Clearance
10+ years of experience in human centered design, service design, and/or customer experience design, translating user needs into concepts, personas, user journeys, information architecture, user flows, wireframes and visual design prototypes
5+ years of experience managing a design team as well as design-related planning, prioritization, and decision making
Proficiency in design tools: Sketch, Mural, Figma, InVision, and Adobe Creative Suite
Current portfolio demonstrating ideology, methods, tools, skills, and craft
Thorough knowledge and demonstrated experience conducting primary and secondary research including stakeholder and user interviews, design-thinking and co-creation workshops and applying those insights to personas, journey maps, process maps, ecosystem maps, roadmaps, stakeholder maps, and service blueprints
Ability to think strategically and holistically and connect dots across multiple workstreams, stakeholder groups, and ecosystems
Experience working on a scrum team within the Agile delivery framework and experience integrating research and design into technical sprints including writing stories and story pointing
Desire to keep pace with ever-changing industry tools and best practices with the ability to make recommendations as needed for the best outcome
Experience collaborating within a multi-disciplinary delivery team including UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers
A natural curiosity for solving problems coupled with strong analytical skills
A collaborative nature with excellent written communication and presentation skills
Experience working in a project-based environment
Degree or equivalent experience in HCD, and/or service design
Preferred
Previous work experience in or with the federal government
Previous work experience as a consultant
Experience transforming paper-based processes into and optimized digitally native workflow and experience
Company
Steampunk, Inc.
Steampunk is anchored by a startup culture with a customer-centered delivery approach, we put our Federal government clients in the center of everything we design, develop, and deliver to drive high-quality mission impacts and user experiences at speed.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
AcceliCITY powered by Leading Cities
2024-07-31Non Equity Assistance
Leadership Team
Matt Warren
CEO
Mike Saliter
Executive Vice President - Homeland, Commerce, & Justice
Recent News
Washington Technology
2025-10-01
2024-05-21
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