Lead Service Designer (Senior)

Public sector service delivery environmentsTechnical Assent is seeking a Lead Service Designer to guide service design engagements supporting federal agencies. This role leads the design of end-to-end service experiences that span digital systems, physical environments, policies, and operational processes.As a Lead Service Designer, you will collaborate with cross-functional teams -- including product managers, technologists, researchers, and policy stakeholders -- to translate research insights into implementable service improvements. You will mentor junior designers, guide service design workstreams, and advise federal leaders on customer experience and service transformation strategies.This role combines strategic service design leadership with hands"‘on design practice. Our designers conduct real user research with the people who rely on government services and translate those insights into implementable service improvements.The successful candidate will have the ability to:Lead Service Design StrategyLead the design of end"‘to"‘end service ecosystems, considering digital platforms, physical touchpoints, operational processes, and policy constraints.Develop service blueprints, journey maps, ecosystem maps, and experience strategies that guide service transformation initiatives.Translate research insights into actionable service concepts and implementation"‘ready recommendations.Develop a deep understanding of what the client is trying to accomplish and create strategies to solve multiple dimensions of a business problem.Advise federal stakeholders on customer experience strategy and service transformation initiatives.Create client"‘ready deliverables from conception to presentation.Elevate risks to Company Leadership.Lead Research and Insight DevelopmentGuide human"‘centered research activities including interviews, contextual inquiry, workshops, surveys, and usability testing.Synthesize qualitative and quantitative insights to identify service gaps and opportunities.Leverage AI"‘enabled tools to accelerate research synthesis, insight generation, and concept development.Facilitate Co"‘Creation and Stakeholder AlignmentFacilitate cross"‘functional workshops, design sprints, and co"‘creation sessions with federal stakeholders and end users.Build alignment across policy, operational, and technical municate design insights and recommendations through compelling storytelling and presentations.Deliver and Implement Service ImprovementsCollaborate with product managers, engineers, and program teams to translate service concepts into deliverable improvements.Support the development of prototypes and concept tests to validate service changes.Define experience metrics and service performance measures to evaluate outcomes.Practice LeadershipMentor service designers and associate designers.Contribute to the growth of Technical Assent's service design practice, methodologies, and tools.Minimum QualificationsBachelor's degree7-12 years of professional experience in service design, human"‘centered design, customer experience, or related fieldsExperience leading service design initiatives within federal consulting or government environmentsExperience conducting and synthesizing human"‘centered researchStrong facilitation and stakeholder engagement skillsAbility to translate insights into strategic recommendations and implementable service improvementsExcellent written and verbal communication skillsCurious and open"‘minded approach to workThrive in a continuous Build"‘Measure"‘Learn cycleAbility to obtain and maintain a Public Trust or other federal security clearancePreferred QualificationsCertification in Human"‘Centered Design, Service Design, or Design ThinkingExperience advising federal leadership on CX transformation initiativesExperience working with federal digital service standards and accessibility requirementsExperience designing services that span both digital and physical service environmentsTools & MethodsExperience with modern design and research tools such as:FigmaMuralDovetailCollaboration platforms such as Microsoft Teams or SlackExperience leveraging AI"‘enabled tools for research synthesis, ideation, and service concept development is strongly valued.Federal Standards & AccessibilityService design work may involve improving digital or physical services and should consider:Section 508 accessibility standards21st Century IDEA Act requirementsFederal CX Executive Order guidancePublic sector service delivery environmentsPortfolio RequirementA portfolio demonstrating service design, CX, or research work is required.Job Location and Travel ExpectationsThis 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 (15-25%) is anticipated.The CompanyTechnical 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 CultureWe 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 InformationCome 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 PTOHealthcare coverage (medical, dental, vision)FSA and HSAShort and long"‘term disability401(k) with employer contributions, training and wellness allowances, and commuter benefits.For more information about our company, please visit our website at #J-18808-Ljbffr

Created: 2026-04-20