Service Design Strategist

2 weeks ago

Philadelphia, United States City of Philadelphia Full time

**Company Description**
A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

**_ What we offer_**
- ** Impact**:

- The work you do here matters to millions.
- ** Growth** - Philadelphia is growing, why not grow with it?
- ** Diversity & Inclusion** - Find a career in a place where everyone belongs.
- ** Benefits** - We care about your well-being.

**_ Agency Description_**

The **PHL Service Design Studio (SDS) **is an office within the Office of the Chief Administrative Officer (CAO) and leads service improvement initiatives at the City of Philadelphia.

We, SDS, believe we’re closer to creating a more just city when residents and colleagues—who have and continue to be marginalized by government actions—can access and deliver government services with ease and agency. To support this belief, we collaborate with community members and staff at all levels of government to design accessible, equitable, and trauma-responsive services that honor the diverse needs of Philadelphians.

We lead service improvement projects by providing design research and evaluation, strategic service design, participatory and collaborative design, implementation and change management support, strategic planning, and project management.

We help our partners and collaborators:

- Build a shared understanding of service challenges and outcomes.
- Define strategic approaches for improvements—particularly those that reimagine City services and programs to be more equitable, accessible, and trauma responsive.
- Define project scopes to drive improvements forward in the short and long term.
- Create and test prototypes of service concepts to ensure effective delivery.
- Plan and support the implementation of service improvements at scale.

As a team, we value:

- ** Lived experience and dignity**:We center the needs and voices of the people who stand to be the most impacted by our work.
- ** Interdependence and solidarity**:We center practices and outcomes that are mutually beneficial, use research to understand historical and cultural contexts, and build on existing efforts.
- ** Collaboration and accountability**:We build and nourish relationships based on care, honesty, and reciprocity, and take responsibility for the intended and unintended consequences of our actions.
- ** Transformation and impact**: We assess root causes of inequity and dysfunction and develop plans, strategies, and tools that help people move through change.

For more information,
- Read our **yearly reports**.

**Job Description** Salary**:The maximum salary for this role is $95,000.

**Position summary**:
As a Service Design Strategist with a focus on design research, you’ll:

- Lead research-driven service improvement projects and initiatives.
- Manage multiple, concurrent projects and priorities, including delegating and coordinating tasks and responsibilities across team members.
- Navigate ambiguity and challenges with creative problem-solving, a focus on generating solutions, and grace.
- Set and provide a direction and vision for and with a project team.
- Provide mentoring, guidance, and support to project team members.
- Contribute to the growth of the Research and Evaluation Practice within the PHL Service Design Studio and the broader field of design research.
- Report to and be mentored by the Research and Evaluation Practice Lead.
- Collaborate with colleagues to grow the Practice for long-term sustainability.

In the near-term, you’ll be working with a cross-agency team to deliver projects connected to Executive Order 2-24—ensuring a local government that’s visible, responsive, and effective.

**Essential functions**:
**_Research planning and design_**
- Define research purpose and develop research questions that reflect project objectives and explicitly demonstrate a commitment to equity.
- Understand approaches to sampling, including an intentional focus on historically marginalized communities and those most impacted by service changes.
- Develop data collection tools and research protocols.
- Experience with collaborative or participatory approaches to research and/or evaluation to define research goals, collect data and generate insights.
- Select appropriate methods to accurately answer research questions

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