Senior Service Designer

Description

 

Who We Are

Known for being a Best Place to Work and a People First company, IronArch Technology is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) specializing in providing innovative solutions and world class services to Federal Government clients. 

Our employees have voted us as a 'Best Place to Work' 9 times and we are an INC 5000 recipient for being one of the fastest growing businesses in the United States.

Our Values: People First, Servant Leadership, Deliver and Inspire Excellence, Do the right thing! 

What You’ll Do

As a Senior Service Designer, you will shape end-to-end experiences across complex ecosystems by improving both digital and physical service touchpoints. You will collaborate with cross-functional teams and diverse stakeholders to design services that are user-centered, inclusive, and scalable. Acting as the service design lead, you will guide research, facilitate co-creation, shape strategy, and influence practices that improve how services are delivered and experienced. 

In this role, you will serve as an experienced individual contributor within a team, with the expectation that you will further develop your leadership, guidance, and mentoring skills. With minimal oversight from leadership, you will be responsible for supporting the goal of meeting scope, schedule, and delivery requirements. 

 Key Responsibilities

• Lead service design efforts across complex systems, collaborating with cross-functional teams to deliver cohesive and user-centered solutions 
• Plan and facilitate research and co-creation activities to understand user needs, pain points, and opportunities 
• Map and visualize end-to-end experiences using tools such as journey maps, service blueprints, and ecosystem maps to identify gaps and inform decisions 
• Translate insights into actionable improvements and strategic recommendations 
• Facilitate workshops to align stakeholders, co-create solutions, and build a shared understanding of service challenges 
• Build strong relationships with team members, program managers, and stakeholders to foster alignment and collaboration 
• Navigate ambiguity and evolving requirements to support effective delivery 
• Shape service design strategy and contribute to scalable frameworks, methodologies, and best practices 
• Prioritize initiatives based on user needs, business goals, and team capacity 
• Communicate insights and recommendations clearly to both technical and non-technical audiences 
• Identify risks and provide leadership with recommendations to mitigate them 
• Coach and mentor team members, with a focus on providing actionable feedback that helps individuals grow within their discipline 
• Participate in panel interviews and grading candidate homework 

Requirements

• Bachelor’s degree and 5+ years of experience in service design or related field 
• Relevant years of experience may be substituted for education 
• Extensive experience with service design methods, tools, and frameworks 
• Proven ability to lead service design efforts within complex ecosystems 
• Strong understanding of a servicer designer’s role on a cross-functional team 
• Prior experience serving as a mentor to junior-level team members 
• Proficiency with design tools such as Mural or Figma 
• Ability to obtain a public trust clearance

(#LI-remote) 

Why IronArch Technology?

• Awarded Best Place to Work 9 times!
• Competitive compensation and market-leading bonus opportunities
• Medical, dental and vision benefits where a significant portion of the premium is subsidized by IronArch. For qualifying high deductible health plans, IronArch also contributes towards a Health Reimbursement Account to cover eligible medical expenses
• Company-provided healthcare concierge assistance to help explain your coverage in plain language; help you find, choose, and schedule quality care; and address billing, benefit, or claims concerns, potentially saving hours of your time
• 401(k) retirement plan where the company contributes dollar for dollar up to 3 percent, and 50 cents on the dollar for the 4th and 5th percent with immediate entry and immediate vesting
• 20 days of PTO accumulated per calendar year
• 11paid holidays
• Bereavement, jury duty, parental (maternity/paternity/adoption), and military leaves
• Sabbatical programs
• Company-paid short- and long-term disability
• Company-paid life insurance
• Voluntary life, accidental and indemnity income replacement benefits
• Professional development reimburs