As an Associate Service Designer, you will be responsible for guiding government clients through our Design Intelligence™ framework, incorporating human-centered methods to solve end to end organization and experience challenges. You will facilitate discovery sessions that uncover customer pain points and identify enterprise opportunities. You will serve as the voice of the customer, making sure their needs are considered and met within a proposed solution. We’re looking for someone who is a self-starter who can take initiative with minimal direction, is a strong team player who collaborates well across disciplines, and thrives in a fast-paced, evolving environment where priorities may shift. 

Responsibilities

• Participate in all aspects of discovery to understand client mission and goals; stakeholders, users and their ecosystems; current state journeys; user segments; program and project objectives
• Help conduct workshops and interviews to frame pain points and opportunities; define problem statements and validate hypothesis
• Help synthesize research and data to communicate insights and make recommendations that will shape mission/program strategy, service and workflow innovations, and a compelling future experience vision

• Support the creation of journey maps, service blueprints, vision road maps, personas, ecosystem and experience maps that articulate needs, gaps, and actionable recommendations for organizational and process improvements
• Collaborate and communicate stakeholder and user needs on a cross functional team within an agile environment
• Communicate ideas clearly and is open to critique
• Understand and embrace the specifications and constraints of a given technology, platform and/or operational environment and understand how research should be integrated into technological considerations
• Ensure all deliverables across a variety of projects are produced at the highest quality

Qualifications

• Ability to obtain a U.S. government Public Trust Security Clearance
• 0-2 years of experience in human centered design, service design, and/or customer experience design

• Current portfolio demonstrating ideology, methods, tools, skills, and craft
• Knowledge and experience conducting primary and secondary research including stakeholder and user-interviews, design-thinking and co-creation workshops and applying those insights to personas, journey maps, process maps, ecosystem maps, roadmaps, stakeholder maps, and service blueprints
• Proficiency in tools like Adobe Creative Suite, Mural, and Lucidchart
• Desire to keep pace with ever-changing industry tools and best practices with the ability to make recommendations as needed for the best outcome
• A natural curiosity for solving problems coupled with strong analytical skills
• A collaborative nature with excellent written communication and presentation skills
• Experience working in a project-based environment
• Degree or equivalent experience in HCD, and/or service design 
• Is eager to learn quickly, iterate, and improve based on feedback
  
• Is comfortable adapting to changing tasks and ambiguity (and doesn’t get rattled by it)
• Brings a balance of high IQ (problem-solving) and high EQ (empathy, communication, self-awareness)
• Has a genuine curiosity and excitement about AI and its role in user experiences

Bonus Points

• Previous work experience in or with the federal government
• Previous work experience as a consultant
• Experience collaborating within a multi-disciplinary delivery team including designers and technical product team members

• Experience working within the Agile delivery framework
• Exposure to or experience with AI-enabled products or tools
• Experience working in cross-functional teams (product, engineering, data, etc.)

Identity Statement

As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Steampunk is a Change Agent in the Federal contracting industry, bringing new thinking to clients in the Homeland, Federal Civilian, Health and DoD sectors.  Through our Human-Centered delivery methodology, we are fundamentally changing the expectations our Federal clients have for true shared accountability in solving their toughest mission challenges.  As an employee owned company, we focus on investing in our employees to enable them to do the greatest work of their careers – and rewarding them for outstanding contributions to our growth. If you want to learn more about our story, visit http://www.steampunk.com.