Technical Assent is looking for a Service Designer to join our team. In this role, you will apply human-centered design, user experience, and customer experience principles to support federal agencies. Your work will involve research, synthesis, and design to improve the delivery and quality of government services.
What You'll Do
- Conduct user research including interviews, contextual inquiry, focus groups, surveys, and usability testing.
- Analyze qualitative and quantitative data to identify service gaps and improvement opportunities.
- Leverage AI-enabled tools to support research synthesis and insight generation.
- Translate research findings into actionable insights that inform service improvements and product requirements.
- Create service design deliverables including customer journey maps, service blueprints, ecosystem maps, personas, opportunity frameworks, and UX artifacts.
- Translate insights into service concepts, digital interaction models, and operational recommendations.
- Facilitate discovery sessions, product requirement workshops, design workshops, and co-creation sessions with stakeholders, users, and product owners.
- Document functional requirements, user stories, and conceptual solution designs to guide product and solution development.
- Coordinate with development teams to translate service and UX insights into technical requirements and solution specifications.
- Collaborate with product managers, engineers, analysts, and policy teams to align service improvements with operational and technical realities.
- Manage stakeholder communications and provide regular updates on project progress, insights, and recommendations.
- Develop low- and high-fidelity prototypes to test service and product concepts.
- Use low-code/no-code platforms and design tools to rapidly prototype service improvements and digital workflows.
- Conduct concept testing and usability evaluations to iteratively refine solutions.
- Perform testing and user acceptance testing (UAT) to ensure solutions meet user needs and product requirements.
- Partner with project leadership and cross-functional teams to translate service design outputs into implementation roadmaps and operational improvements.
- Support development of experience, usability, and service performance metrics to measure outcomes and inform continuous improvement.
- Create client-ready deliverables from conception to presentation.
- Coordinate with project leadership on direction and progress of project activities.
- Work in a team environment, being open to others ideas and working collaboratively to produce well-rounded solutions/deliverables.
- Be flexible as project scope evolves.
- Elevate risks to Team Leads.
- Be a strong critical thinker who sees the big picture while staying delivery-driven.
- Be a self-starter who is detail-oriented, takes an active approach to tackling assignments, and is comfortable giving and receiving feedback.
What We're Looking For
- Bachelor’s degree.
- 4-7 years of professional experience in service design, UX, customer experience, or human-centered design.
- Experience conducting qualitative user research.
- Experience creating service design artifacts (journey maps, service blueprints, personas).
- Strong facilitation and communication skills.
- Ability to work collaboratively in multidisciplinary teams.
- Curious and open-minded approach to work.
- Thrive in a continuous Build-Measure-Learn cycle.
- Ability to obtain and maintain a Public Trust or other federal security clearance.
Nice to Have
- Experience supporting federal government consulting engagements.
- Certification in Human-Centered Design or Service Design.
- Experience with both digital and physical service environments.
- Experience with accessibility and federal digital service standards.
Technical Stack
- Figma, Mural, Dovetail.
- Collaboration platforms such as Microsoft Teams or Slack.
- AI-enabled tools for research synthesis, ideation, and service concept development.
Team & Environment
You will collaborate with product managers, engineers, analysts, and policy teams. We are a small company, which gives you an essential voice in shaping our culture. We seek self-starters who are confident in tackling challenges independently and bringing this to high-performing teams.
Benefits & Compensation
- Flexible PTO.
- Healthcare coverage (medical, dental, vision).
- FSA and HSA.
- Short and long-term disability.
- 401(k) with employer contributions.
- Training and wellness allowances.
- Commuter benefits.
Work Mode
This is a remote position open to candidates located in the United States.
Technical Assent is committed to a workplace free of discrimination. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
