Jobs and Careers
MO
Senior Service Designer
MOUKRemotefull_timeVerifiedPosted 27 Nov 2024
About the role
Contingent upon contract award
IntroMO helps government leaders achieve their mission by designing intuitive and sustainable customer experiences that build trust and improve satisfaction. We use human-centered design to modernize and transform customer and employee experiences. We’re a small team of interdisciplinary creatives with mission, impact, and service to others deeply rooted in our DNA. We’re naive enough to believe we can change the world and bold enough to take the chance to do it.
We combine design thinking with agile delivery methods to drive visionary, human-centered products to market. Our custom solutions range in size from completely revamping an entire application to refreshing small pieces of a larger product. Everyone at MO directly impacts the direction and success of the company, and we own our roles. We value integrity, curiosity, and courage, and we operate collaboratively and with accountability while consistently challenging each other in the pursuit of excellence. At MO, we delight in creating one-of-a-kind products and experiences. Your imagination is the only limit on what you can do here!
OverviewAre you looking to make an impact? We are looking for a Senior Service Designer who brings a systems and technical mindset to service and product design to support our client in the U.S. Department of Veterans Affairs (VA). In this position, you will be working in a small, cross-functional team of Human-Centered Design practitioners to understand and synthesize customer needs, strategize improved service delivery, and design innovative Drupal CMS solutions. If you have experience driving the product life cycle from proof of concept to product road mapping and execution and you've helped bridge gaps between customers and interdisciplinary teams, we’d love to hear from you.
How will you spend your time? 85% of your time will be spent on billable work, and roughly 15% of your time will be spent maturing our HCD practice at MO and mentoring more junior HCD team members.
Successful candidates will have a track record of being present as a capability leader in high-performing design teams at scale. The willingness to dive into ambiguity and build new systems and processes, sometimes from scratch, is essential, as is leading through influence within a matrixed environment. Previous experience working in a client services organization (i.e., consulting or a digital agency) is helpful but not required. A passion for our mission and civic design is a must-have.
IntroMO helps government leaders achieve their mission by designing intuitive and sustainable customer experiences that build trust and improve satisfaction. We use human-centered design to modernize and transform customer and employee experiences. We’re a small team of interdisciplinary creatives with mission, impact, and service to others deeply rooted in our DNA. We’re naive enough to believe we can change the world and bold enough to take the chance to do it.
We combine design thinking with agile delivery methods to drive visionary, human-centered products to market. Our custom solutions range in size from completely revamping an entire application to refreshing small pieces of a larger product. Everyone at MO directly impacts the direction and success of the company, and we own our roles. We value integrity, curiosity, and courage, and we operate collaboratively and with accountability while consistently challenging each other in the pursuit of excellence. At MO, we delight in creating one-of-a-kind products and experiences. Your imagination is the only limit on what you can do here!
OverviewAre you looking to make an impact? We are looking for a Senior Service Designer who brings a systems and technical mindset to service and product design to support our client in the U.S. Department of Veterans Affairs (VA). In this position, you will be working in a small, cross-functional team of Human-Centered Design practitioners to understand and synthesize customer needs, strategize improved service delivery, and design innovative Drupal CMS solutions. If you have experience driving the product life cycle from proof of concept to product road mapping and execution and you've helped bridge gaps between customers and interdisciplinary teams, we’d love to hear from you.
How will you spend your time? 85% of your time will be spent on billable work, and roughly 15% of your time will be spent maturing our HCD practice at MO and mentoring more junior HCD team members.
Successful candidates will have a track record of being present as a capability leader in high-performing design teams at scale. The willingness to dive into ambiguity and build new systems and processes, sometimes from scratch, is essential, as is leading through influence within a matrixed environment. Previous experience working in a client services organization (i.e., consulting or a digital agency) is helpful but not required. A passion for our mission and civic design is a must-have.
What You’ll Do:
- Project Leadership: Lead and oversee complex engagements, ensuring the seamless integration of service design practices into overall project management. Contribute to shape program/project-level CX strategy, aligning user needs, business objectives, and technical capabilities to deliver exceptional user experiences.
- Stakeholder and Client Management: Interact with internal and external stakeholders on service design/HCD matters. Facilitate strategic conversations, instill enduring service design practices within customer organizations, influence high-level design decisions, and cultivate long-term partnerships based on trust and aligned objectives.
- Discovery: Using relevant human-centered design methods, develop and lead approaches to discovery that establish research objectives, directly involve users, and provide stakeholders with a deeper understanding of the environment (and its opportunities and constraints) as well as the key problems to solve.
- Prototyping, Testing, and Iteration: Guide teams in the strategic approach to co-design, testing, and iteration, ensuring designs meet organizational standards and objectives, and resonate deeply with end-users.
- Technical Writing and Training Experience: Working both with technical teams, as well as shaping the engagement and experience of the publishing community ("the user"). Ability to collaborate with teams who manage, edit and deliver content.
- Service Design Governance: Lead the efforts in refining and maintaining service design principles and best practices across the organization, working closely with product, design, and development teams. Ensure consistent and accessible experiences across all products and interfaces.
- Performance Metrics and Organizational Development: Define and drive the adoption of data-driven frameworks and evaluating the impact and effectiveness of design solutions, catalyzing organizational growth and innovation.
- Mentorship and design leadership: Work with the MO design team to build and mature a diverse and inclusive HCD Community of Practice with industry presence. Provide guidance and mentorship to more junior designers, fostering their growth and development within the team. Influence clients and stakeholders to embrace customer-centered design principles an
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s