Service Design Lead

Service Design Lead, Remote

• Contract to Hire
• 100% Remote
• Due to our government client requirements, we can only consider US Citizens or Green Card holders for this position. Must reside in the US 3 out of the last 5 years.
  
• NO THIRD PARTY RECRUITERS PLEASE! CANDIDATES MUST BE SELF-REPRESENTED.

Description

Seeking a Service Design Lead for a cloud solutions contract supporting Centers for Medicare and Medicaid Services (CMS).

The Service Design Lead will lead the design and implementation of innovative service solutions that enhance customer experiences, drive program adoption, streamline approaches, and facilitate a good customer journey. The Service Design Lead will collaborate with cross-program teams to identify opportunities, develop strategies, and execute service design projects from concept to delivery. They will lead efforts to identify and understand client and customers' needs, analyze existing processes, and conceptualize solutions that improve the overall user experience in digital and physical terms, collaborating for continuous improvement.

Responsibilities

• Lead the design and implementation of innovative service solutions that enhance customer experiences.
• Drive program adoption, streamline approaches, and facilitate a good customer journey.
• Collaborate with cross-program teams to identify opportunities, develop strategies, and execute service design projects from concept to delivery.
• Lead efforts to identify and understand client and customers' needs, analyze existing processes, and conceptualize solutions that improve the overall user experience in both digital and physical terms, collaborating for continuous improvement.
• Lead the end-to-end service design process, including research, ideation, prototyping, and testing.
• Collaborate with stakeholders to understand business goals, user needs, and technical constraints.
• Develop and communicate service design strategies, frameworks, and roadmaps.
• Facilitate workshops and co-creation sessions with internal teams and external partners.
• Create detailed service blueprints, journey maps, and other design artifacts.
• Ensure the seamless integration of digital and physical touchpoints in service delivery.
• Articulate design concepts and strategies clearly.
• Work effectively with cross-functional teams, including product managers, application and delivery teams, leadership, etc.
• Lead workshops and co-creation sessions with stakeholders and users.
• Advocate for user-centered design principles and best practices across the organization.
• Mentor and guide program team members, fostering a culture of continuous learning and improvement.
• Stay up-to-date with industry trends and emerging technologies to inform design decisions.

Requirements

• Bachelors degree in business, IT, or a related field and 8 years of experience or 10 years of experience with an associate degree.
• Certification or demonstrable experience in Service Design, Interaction Design, Human-Computer Interaction.
• Experience communicating and presenting to teams, with the ability to articulate complex ideas clearly.
• Proficient in design and prototyping tools.
• Strong problem-solving and communication skills.
• Experience managing multiple stakeholders with competing priorities.
• Proficiency in service design frameworks and tools, such as service blueprints, journey mapping, and ecosystem mapping.
• Strong skills in conducting qualitative and quantitative research to understand user needs and behaviors.
• Ability to create and test prototypes to validate design concepts and iterate based on feedback.
• Experience managing technical/support teams.
• Experience utilizing service delivery in a government systems and services environment.
• Ability to work independently and as part of a team.
• Proficient in MS Word, MS Excel, and MS PowerPoint.
• Strong understanding of collaborative tools like Atlassian, Mural, and Slack.
• Strong customer interaction/service skills, interpersonal skills, and the ability to speak in a public forum.
• Excellent organizational and attention to detail skills; ability to interact effectively with others.

Desired

• Cloud (AWS and MAG) familiarity
• Experience with federal contracts and projects
• 2 years experience with CMS
• Worked in SAFe Agile methodology

Please Note:

• Only those individuals selected for an interview will be contacted.
• No calls, inquiries, or Third-Party Vendors please.
• We are an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. (The ACI Group is unable to sponsor H1B Visas).
• $1000 Referral Bonus - www.aci.com.

Since 1988, The ACI Group, a Baltimore-based staffing firm, has been committed to hiring the industry's leading professionals, and presenting exciting career opportunities. We have access to varied types of contract, permanent and contract-to-perm positions and offer a choice of employment options including a full benefits package.