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Lead Service Designer

2 months ago

Princeton, United States Maximus Services, LLC Full time

**Description & Requirements**
At Maximus, we are leading the way in digital transformation for our government clients. The Lead Service Designer will play a pivotal role in our Digital Solutions organization and tell the story of how we are fundamentally changing public program experiences to improve service delivery aligned with the mission requirements of our customers.

Essential Duties and Responsibilities:

- Contribute to the development of service design solutions and services that solve for today's government service problems in innovative, feasible and desirable ways to bring transformative change to the citizens we serve and enable them to thrive and live better lives.
- Guide service design user engagements and research including observations, interviews, surveys, diaries, and other research methods.
- Champion a strategic, human-centered service design approach to create disruptive innovation and competitive differentiation.
- Support the business in moving ideas from high-level product vision and strategy through road mapping, planning, and execution
- Lead the design and facilitation of co-creation sessions, including immersion workshops, journey mapping and service blueprinting.
- Leverage a human-centered service design approach to rapidly gain deep understanding of citizen and organizational attitudes, behaviors, needs, pain points, opportunities, and aspirations to create innovative human service experiences.
- Frame design challenges, facilitate ideation, envision new concepts (challenge old ones), and rapidly prototype and evaluate designs.
- Use divergent design thinking techniques for the conceptual development of new experiences, products, services, processes and/or ecosystems, and converge innovative ideas to a set of digital and tangible solutions in partnership with team members, project stakeholders and business partners.
- Communicate insights, benefits, value propositions and design rationales to internal and external audiences in an intentional effort to move towards becoming a design-driven, people-centered organization.
- Create powerful narratives that communicate value propositions for the citizen and government using service models, customer journeys, storyboards, system maps, wireframes, interactive prototypes, and final design concepts.
- Collaborate with business, technology, product and design stakeholders to uncover customer and business goals, needs and objectives. Translate these insights into intuitive and engaging experiences.
- Translate complex quantitative and qualitative analysis into understandable concepts that enhance and evolve the holistic service experience
- Assist with managing and prioritizing enhancement roadmaps to help drive strategy across different engagements
- Advocate for the customer through human-centered design methodologies, including: participating in design research, the creation of service and experience blueprinting, work session planning and facilitation, rapid prototyping and testing. Strategically define ideal public sector experiences across in-person and digital touch points
- Create and facilitate design workshops to engage and build alignment across different partners and teams, pulling from your diverse toolbox of service design methods to create compelling artifacts
- Support early product, service and experience development by working with internal and client partners to participate in discovery sessions that uncover customer pain points and opportunities, supported by qualitative insights and quantitative analysis

Minimum Requirements

Minimum Requirements:

- Bachelor's degree in related field required.
- 7-10 years of relevant professional experience required.
- Human-Centered Design Certification, such as Service Design, Design Thinking, UX, etc.
- Experience leading and facilitating workshops, sometimes multiple engagements simultaneously.
- Familiarity with design and prototyping tools, such as: Miro, Figma, Sketch, Lucid and/or Adobe Creative Suite

**Minimum of 3+ days a week onsite in Princeton, NJ**

EEO Statement

Pay Transparency
- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

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