Hybrid Senior Service Designer

at ICF

• Job title: Senior Service Designer
• Job type: Full Time
• Experience level: Senior
• Salary: $119,323 - $202,850 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Reston, United States

About the role

• Senior Service Designer supporting federal clients in modernizing services and improving customer experience. Working across various domains to implement human-centered, measurable service improvements.

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.

Requirements

• 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.
• 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.

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Remote work options
• Professional development opportunities