Lead Specialist
1 week ago
About the Role
We are seeking a highly skilled Service Design Lead to join our Digital Solutions team at Maximus. As a key member of our team, you will play a crucial role in driving transformative change for citizens by developing innovative service design solutions that address current government service challenges.
Key Responsibilities
- Contribute to the development of service design solutions that drive business growth and customer satisfaction.
- Lead service design user engagements and research using various methods, including observations, interviews, surveys, and diaries.
- Promote a strategic, human-centered service design approach to foster innovation and gain a competitive edge.
- Facilitate co-creation sessions, such as immersion workshops, journey mapping, and service blueprinting.
- Employ a human-centered service design strategy to deeply understand citizen and organizational needs, aiming to create innovative service experiences.
- Guide the conceptual development of new experiences, services, processes, and solutions, collaborating with team members and stakeholders.
- Communicate design insights and value propositions effectively to internal and external audiences, fostering a design-driven organization culture.
- Create compelling narratives using various design tools to communicate value propositions for citizens and government stakeholders.
- Collaborate with business, technology, and design teams to align on customer and business objectives and translate insights into engaging experiences.
- Translate complex analysis into understandable concepts to enhance the overall service experience.
- Manage and prioritize enhancement roadmaps to drive strategy across different projects.
- Advocate for the customer through human-centered design methodologies across touchpoints, defining ideal public sector experiences.
- Facilitate design workshops to engage and align partners and teams, using diverse service design methods to create impactful artifacts.
- Support product and experience development by uncovering customer pain points and opportunities through qualitative and quantitative research.
Requirements
- Bachelor's degree in a related field.
- 7-10 years of relevant professional experience.
- Human-Centered Design Certification (e.g. Service Design, Design Thinking, UX).
- Experience leading and facilitating workshops.
- Familiarity with design and prototyping tools like Miro, Figma, Sketch, Lucid, or Adobe Creative Suite.
Note: Candidate should be ready to share evidence or a portfolio of service design related artifacts and demonstrate the impact of service design work on customers and business outcomes.
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