Senior Service Designer

🕒 May 19

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $98.6k - $167.6k / year

⏰ Full Time

🟠 Senior

✍️ Designer

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ICF

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1969

☁️ SaaS

⚡ Energy

💰 $30M Grant on 2021-03

Consulting • SaaS • Energy

ICF is a global consulting and technology services company that helps government and commercial clients tackle complex challenges. The firm provides expertise in areas such as Federal IT modernization, energy and utilities, public health, climate resilience, disaster management, and transportation. ICF leverages data and analytics, artificial intelligence, and cybersecurity to deliver innovative solutions. With a strong commitment to corporate citizenship and sustainability, ICF supports social programs and community development, aiming for a sustainable, low-emissions future. The company operates worldwide, with significant presence in Europe through its offices in Belgium, Spain, and the UK.

📋 Description

• Collaborate with UX/CX researchers to conduct qualitative and quantitative research with federal customers, frontline staff, and program leaders. • Analyze policy, operational workflows, and legacy systems to understand the full service ecosystem end-to-end. • Develop detailed current-state and future-state service blueprints and journey maps that show how people, processes, data, and technology interact. • Identify friction points and root causes across operations, contact centers, digital interfaces, and backend systems. • Communicate complex systems through clear, actionable visuals and documentation. • Design holistic services that align user needs, agency priorities, compliance requirements, and operational feasibility. • Develop future-state concepts, experience principles, operational recommendations, and implementation of roadmaps. • Prototype service changes including workflows, scripts, task flows, process updates, and policy concepts. • Ensure designs meet federal accessibility (Section 508), equity, privacy, and security standards. • Collaborate with researchers to test concepts with users, validate assumptions, and support iterative improvements.

🎯 Requirements

• 7+ years of experience in service design, human-centered design, UX/CX strategy, or systems design. • Bachelor’s degree. • US Citizenship is required by the federal government for this position • Must be able to obtain Public Trust clearance.

🏖️ Benefits

• Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.