Service Designer

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Initiate Government Solutions, LLC.

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

🏛️ Government

Consulting • Healthcare • Government

Initiate Government Solutions, LLC is an IT services provider specializing in offering comprehensive Enterprise IT and Health Services solutions primarily for the federal sector. They focus on data analytics, health informatics, cloud migration, and the modernization of federal information systems using best practices including ISO and CMMI standards. As a certified women-owned small business, Initiate Government Solutions has been serving the industry, as well as federal, state, and local governments since 2007. Their expertise extends to healthcare informatics, data analytics, migration of data solutions, applications and operations, and management consulting. They aim to address the most challenging healthcare IT issues with creative and innovative open-source solutions.

📋 Description

• Design and operationalize end-to-end service experiences across customer intake, onboarding, platform adoption, support, and continuous improvement processes • Create and maintain customer journey maps, service blueprints, personas, stakeholder maps, and process flows • Lead discovery and user research activities to understand customer needs, business objectives, and operational challenges • Translate user insights into service design recommendations that improve customer satisfaction and operational efficiency • Ensure services are accessible, intuitive, scalable, and aligned with customer experience standards • Analyze workflows and business processes to identify inefficiencies, bottlenecks, and automation opportunities • Facilitate business process reengineering efforts to streamline operations and improve service delivery • Collaborate with product managers, designers, engineers, architects, data teams, and government stakeholders • Present findings, recommendations, and service improvement roadmaps to leadership and stakeholders • Develop and maintain service design artifacts, governance documentation, operating models, and process standards • Support onboarding guides, customer lifecycle frameworks, and service delivery playbooks • Perform other duties as assigned

🎯 Requirements

• 5+ years of experience in service design, customer experience, business process improvement, organizational change management, or related disciplines • Experience designing and implementing end-to-end service experiences across multiple stakeholder groups • Expertise in service blueprinting • Expertise in customer journey mapping • Expertise in human-centered design • Expertise in process mapping and optimization • Expertise in design thinking facilitation • Expertise in change management methodologies • Experience facilitating workshops, stakeholder engagements, and requirements-gathering sessions • Strong written and verbal communication skills for technical and non-technical audiences • Experience working within Agile environments and cross-functional teams • Ability to obtain and maintain a Public Trust • Ability to work in the United States without sponsorship • Active Public Trust preferred • Relevant CCXP, Human-Centered Design, or Service Design certifications are a plus • Ability to drive organizational alignment across diverse stakeholder groups • Excellent analytical and problem-solving skills • Experience measuring service effectiveness and using data to drive decision-making

🏖️ Benefits

• Comprehensive medical, dental, and vision care • Matching 401K • Profit sharing • Paid time off • Training time for personal development • Flexible spending accounts • Employer-paid life insurance • Employer-paid short-term disability coverage • Employer-paid long-term disability coverage • Education assistance program • Potential merit increases for obtaining a work-related certification • Employee recognition programs • Referral programs • Spot bonuses • Other benefits that help provide financial protection for the employee and their family