ICF · 5 hours ago
Senior Service Designer- Remote
United States
Full-time
Remote
Senior Level
$119K/yr - $203K/yr
7+ years expICF is a global advisory and technology services provider seeking an experienced Senior Service Designer to support federal clients in modernizing services and improving customer experience. The role involves collaborating across design, research, policy, operations, and technology to implement human-centered service improvements within federal constraints.
ConsultingInformation TechnologyProfessional Services
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Collaborate with UX/CX researchers to conduct qualitative and quantitative research with federal customers, frontline staff, and program leaders
Analyze policy, operational workflows, and legacy systems to understand the full service ecosystem end-to-end
Develop detailed current-state and future-state service blueprints and journey maps that show how people, processes, data, and technology interact
Identify friction points and root causes across operations, contact centers, digital interfaces, and backend systems
Communicate complex systems through clear, actionable visuals and documentation
Design holistic services that align user needs, agency priorities, compliance requirements, and operational feasibility
Develop future-state concepts, experience principles, operational recommendations, and implementation of roadmaps
Prototype service changes including workflows, scripts, task flows, process updates, and policy concepts
Ensure designs meet federal accessibility (Section 508), equity, privacy, and security standards
Collaborate with researchers to test concepts with users, validate assumptions, and support iterative improvements
Partner with product, engineering, and operational teams to ensure solutions are feasible and scalable within federal constraints
Lead co-creation workshops and working sessions with customers, program offices, IT teams, researchers, operational staff, and policy experts
Build alignment among diverse stakeholders and support decision-making in complex environments
Serve as a bridge between research findings, business needs, and technical delivery
Support rollout planning, sequencing, and change management for large federal programs
Contribute to executive briefings, playbooks, and long-term service improvement strategies
Qualification
Required
7+ years of experience in service design, human-centered design, UX/CX strategy, or systems design
Bachelor's degree in design, HCD, service design, UX, behavioral science, anthropology, public policy, psychology, computer science, or related field
US Citizenship is required by the federal government for this position
Must be able to obtain Public Trust clearance
MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply
Preferred
Experience working in or with the federal government
Deep expertise in service blueprinting, journey mapping, systems thinking, and cross-functional facilitation
Strong communication and storytelling skills, including experience presenting to senior leaders
Ability to translate complex requirements into clear, actionable service improvements
Knowledge of 508 accessibility, equity frameworks, and federal digital service standards
Experience in consulting or professional services
Familiarity with digital modernization efforts, legacy system transitions, or call center operations
Comfort using tools such as Figma, Miro/Fig Jam, or similar for prototyping and collaboration
Company
ICF
ICF is a global consulting and technology services provider focused on making big things possible for our clients.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$59MKey Investors
New York State Department of TransportationU.S. Environmental Protection Agency
2023-02-13Grant· $29M
2021-03-15Grant· $30M
2006-09-28IPO
Leadership Team
John Wasson
Chairman, President and Chief Executive Officer
James Morgan
Chief Operating Officer and EVP
Recent News
2026-01-15
2025-12-15
2025-12-08
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