Service Designer

Technical Assent is seeking a Service Designer to support human-centered design, user experience, and customer experience initiatives within federal agencies.

In this role, you will conduct research, synthesize insights, design service and product concepts, and collaborate with cross-functional teams to improve how government services are delivered. You will contribute to service design activities across the entire design lifecycle – from research and insight generation to prototyping and implementation support. Our designers conduct real user research with the people who rely on government services and translate those insights into implementable service improvements.

This role requires strong analytical thinking, facilitation skills, and a passion for improving public sector services. 

The successful candidate will have the ability to:

• Conduct Human-Centered Research
• Conduct user research including interviews, contextual inquiry, focus groups, surveys, and usability testing.
• Analyze qualitative and quantitative data to identify service gaps and improvement opportunities.
• Leverage AI-enabled tools to support research synthesis and insight generation.
• Translate research findings into actionable insights that inform service improvements and product requirements.
• Design Service Experiences
• Create service design deliverables including:
• Customer journey maps
• Service blueprints
• Ecosystem maps
• Personas
• Opportunity frameworks
• UX artifacts (e.g., wireframes, user flows, etc.)
• Translate insights into service concepts, digital interaction models, and operational recommendations.
• Facilitate Discovery, Cross-Functional Collaboration, and Stakeholder Engagement
• Facilitate discovery sessions, product requirement workshops, design workshops, and co-creation sessions with stakeholders, users, and product owners.
• Document functional requirements, user stories, and conceptual solution designs to guide product and solution development.
• Coordinate with development teams to translate service and UX insights into technical requirements and solution specifications.
• Collaborate with product managers, engineers, analysts, and policy teams to align service improvements with operational and technical realities.
• Manage stakeholder communications and provide regular updates on project progress, insights, and recommendations.
• Prototype, Build, and Test Solutions
• Develop low- and high-fidelity prototypes to test service and product concepts.
• Use low-code/no-code platforms and design tools to rapidly prototype service improvements and digital workflows.
• Conduct concept testing and usability evaluations to iteratively refine solutions.
• Perform testing and user acceptance testing (UAT) to ensure solutions meet user needs and product requirements. 
• Support Implementation and Performance Measurement
• Partner with project leadership and cross-functional teams to translate service design outputs into implementation roadmaps and operational improvements.
• Support development of experience, usability, and service performance metrics to measure outcomes and inform continuous improvement.
• General
• Create client-ready deliverables from conception to presentation
• Coordinate with project leadership on direction and progress of project activities
• Work in a team environment, being open to others ideas and working collaboratively to produce well-rounded solutions/deliverables
• Be flexible as project scope evolves
• Elevate risks to Team Leads
• Be a strong critical thinker who sees the big picture while staying delivery-driven
• Be a self-starter who is detail-oriented, takes an active approach to tackling assignments, and is comfortable giving and receiving feedback
• Strong interpersonal communication skills and the ability to clearly and effectively communicate in written and presentation form 

Minimum Qualifications:

• Bachelor’s degree
• 4-7 years of professional experience in service design, UX, customer experience, or human-centered design
• Experience conducting qualitative user research
• Experience creating service design artifacts (journey maps, service blueprints, personas)
• Strong facilitation and communication skills
• Ability to work collaboratively in multidisciplinary teams
• Curious and open-minded approach to work
• Thrive in a continuous Build-Measure-Learn cycle
• Ability to obtain and maintain a Public Trust or other federal security clearance

Preferred Qualifications:

• Experience supporting federal government consulting engagements
• Certification in Human-Centered Design or Service Design
• Experience with both digital and physical service environments
• Experience with accessibility and federal digital service standards

Tools & Methods:

Experience with modern design and research tools such as:

• Figma
• Mural
• Dovetail
• Collaboration platforms such as Microsoft Teams or Slack
• Experience leveraging AI-enabled tools for research synthesis, ideation, and service concept development is strongly valued.

Federal Standards & Accessibility

Service design work may involve improving digital or physical services and should consider:

• Section 508 accessibility standards
• 21st Century IDEA Act requirements
• Federal CX Executive Order guidance
• Public sector service delivery environments

Portfolio Requirement

A portfolio demonstrating service design, CX, or research work is required.

Job Location and Travel Expectations:

• This position is remote within the United States, with preference for candidates located in the Washington, DC metro area is preferred. 
• Travel for field research, workshops, and prototyping (10-25%) is anticipated.

THE COMPANY

Technical Assent is passionate about services – in government, business, and not-for-profit. We design exceptional service experiences, engineer them to be robust, and deliver real capability and business outcomes for our clients. You will be working on government programs that have strategic importance to our client.  Your team will work IN and ON the client’s core mission – helping them to deliver their services day-to-day while simultaneously looking for opportunities to improve.  Our work is Driven by Evidence, Grounded in Understanding, and Focused on Impact.  

A LITTLE ABOUT OUR CULTURE

We look for these attributes in our teammates.

• Our team combines the creative and the pragmatic to deliver the results that matter most to our clients.  We see beauty when art and science come together.
• We seek self-starters, people who are confident in tackling challenges independently and bringing this to high-performing teams.  We continually seek feedback from our customers and employees, looking for opportunities to grow.
• We are a small company which gives you an essential voice in shaping our culture.  You will help grow our culture, and you will grow from the experience, too.

You will be part of a team to take an improvement concept and transform it into a capability – an asset that provides measurable value to our client’s mission.  The team will work with users, prototype, develop, and deliver new capabilities.  We hold ourselves accountable to impacting outcomes.

Additional Information
Come as you are - Technical Assent is committed to a workplace free of discrimination. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Hiring decisions are based solely on merit, qualifications, and business needs. We offer a highly competitive benefits package to all full-time employees that includes:

• Flexible PTO
• Healthcare coverage (medical, dental, vision)
• FSA and HSA
• Short and long-term disability
• 401(k) with employer contributions, training and wellness allowances, and commuter benefits.