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Code for America · 1 day ago

Staff Service Designer

United States

Full-time

Remote

Senior Level, Lead/Staff

$129K/yr - $158K/yr

6+ years exp

Code for America believes government can work for the people, by the people, in the new digital age, and they are seeking a Staff Service Designer to transform public services by designing end-to-end experiences that meet real human needs. In this role, you will lead service design efforts, mentor junior designers, and drive systemic change that improves outcomes for millions.

LegalLegal TechNon ProfitOpen Source

H1B Sponsor Likely

Responsibilities

Independently lead service design execution across multiple large and complex projects or workstreams as an individual contributor

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

Understand the relevant policies, infrastructure, technology, and system constraints that affect the experience within a given government service

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

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

Define ways in which a service intervention’s impact can be measured and how impact metrics ladder up to stakeholder goals and user needs

Participate in planning and carrying out user research activities and synthesizing research findings, typically in partnership with qualitative user researchers

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

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

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

Develop and maintain collaborative, professional relationships with government partners, CBOs, and advisory consultants necessary to achieve successful project outcomes

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

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

Participate in operational and best-practices initiatives within the Service Design discipline and the broader User Experience department

Act as a mentor to support more junior design staff in their work by pairing, coaching, and raising the quality bar of outputs

Deliver constructive critical design feedback to UX and service design peers

Serve has a champion of Service Design across the organization, participating in teaching and learning opportunities, and evangelizing human-centered design

Contribute to the organization's credibility and thought leadership in design

Other duties as assigned

Qualification

Service designDesign strategyUser researchCivic techMentorshipAnalytical thinkingAgile environmentSpanish proficiencyCollaborationCreative thinkingCommunication

Required

At least 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

Preferred

Experience working on projects or technologies related to Medicaid at the state or federal level

Native or professionally proficient fluency (written and verbal) in Spanish

Benefits

Laptop provided

$700 remote environment setup; $200 stipend and up to $500 reimbursement, in accordance with our equipment policy

Cell phone and/or internet reimbursement of $50 per month

$1000 annual (per calendar year) stipend towards professional development; prorated at time of hire

Up to $1000 of professional development funds can be rolled over each year, up to a maximum of $2000

Employees under 3 years are eligible for a 100% employer match of up to 3% of employee contribution

Employees with 3+ years are eligible for an additional 50% employer contribution over 3%, to a maximum of 5%

Full benefits package with options up to 100% coverage toward select medical, dental, and vision plans

Employer contributes up to 80% of the cost towards dependent and family coverage

Code for America employees may work remotely across the US

Code for America employees main residence must be within the US

Open personal time off, a minimum of 16 paid holidays, and an org-wide closure from Christmas Day through New Year's Day

Paid sick time; up to 96 hours annually

Competitive paid parental and family leave

4 weeks of paid sabbatical after 4 years of service, with an option of up to 4 additional weeks of unpaid time away

Company

Code for America

Glassdoor3.3

Government can work for the people, by the people, in the digital age. Let’s make it work for everyone.

Founded in 2009

San Francisco, California, USA

201-500 employees

https://www.codeforamerica.org/

H1B Sponsorship

Code for America has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

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2023 (1)