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Service Design Lead

2 months ago

Pittsburgh, Pennsylvania, United States MAXIMUS Full time
About the Role

We are seeking a highly skilled Service Design Lead to join our team at MAXIMUS. As a key member of our organization, you will be responsible for leading the design and implementation of innovative service solutions that enhance customer experiences and drive business growth.

Key Responsibilities
  • Lead the end-to-end service design process, including research, ideation, prototyping, and testing.
  • Collaborate with stakeholders to understand business goals, user needs, and technical constraints.
  • Develop and communicate service design strategies, frameworks, and roadmaps.
  • Facilitate workshops and co-creation sessions with internal teams and external partners.
  • Create detailed service blueprints, journey maps, and other design artifacts.
  • Ensure the seamless integration of digital and physical touchpoints in service delivery.
  • Advocate for user-centred design principles and best practices across the organization.
  • Mentor and guide junior architects, fostering a culture of continuous learning and improvement.
  • Stay up-to-date with industry trends and emerging technologies to inform design decisions.
Requirements
  • A qualification or demonstrable experience in Service Design, Interaction Design, Human-Computer Interaction (or related field).
  • Proven experience in service design, with a strong portfolio showcasing successful projects.
  • Experience communicating and presenting to teams, with the ability to articulate complex ideas clearly.
  • Proficiency in design tools such as Sketch, Figma, Adobe Creative Suite, and prototyping tools.
  • Experience in leading and mentoring design teams.
Competencies
  • Technical Skills:
    • Proficiency in service design frameworks and tools, such as service blueprints, journey mapping, and ecosystem mapping.
    • Strong skills in conducting qualitative and quantitative research to understand user needs and behaviours.
    • Ability to create and test prototypes to validate design concepts and iterate based on feedback.
  • Analytical Skills:
    • Strong problem-solving skills and an ability to develop innovative solutions.
    • Ability to analyse data to inform design decisions and measure the impact of service improvements.
  • Interpersonal Skills:
    • Excellent verbal and written communication skills to articulate design concepts and strategies clearly.
    • Ability to work effectively with cross-functional teams, including product managers, developers, and marketers.
    • Skills in leading workshops and co-creation sessions with stakeholders and users.
  • Leadership Skills:
    • Experience in leading and mentoring design teams, fostering a culture of collaboration and continuous improvement.
    • Ability to develop and communicate a clear vision and strategy for service design initiatives.
    • Skills in managing relationships with key stakeholders and aligning design efforts with business goals.
    What We Offer

We offer a competitive salary of £78,000 - £100,000 plus a car allowance of £6,000.