Service Designer

Founded in 2007, Initiate Government Solutions (IGS) is a Woman-Owned Small Business and a fully remote IT services provider supporting federal partners nationwide. We deliver innovative Enterprise IT and Health Services solutions with a strong focus on data analytics, health informatics, cloud migration, AI, and the modernization of federal information systems.

Our vision is to be a health IT trendsetter, continuing to solve the nation’s most challenging healthcare IT issues by conceiving, designing, and building solid, creative, and innovative open-source solutions. 

Our mission is to innovate, design, and deliver tailored solutions that balance technical advancement with cost-awareness while providing exceptional service.

IGS is currently recruiting a remote Service Designer to support our work with a federal customer.

Assignment of Work and Travel:

This is a remote access assignment. The Candidate will work remotely daily and will remotely access customer systems and therein use approved customer provided communications systems. Travel is not required; however, the candidate may be required to attend onsite client meetings as requested.

The Service Designer will lead the design, optimization, and operationalization of end-to-end services that improve customer experience for stakeholders. This role requires a strong background in human-centered design, service blueprinting, customer journey mapping, process improvement, and organizational change management. The ideal candidate will work closely with product teams, engineers, platform leadership, and customer stakeholders to create efficient, scalable, and user-centered service experiences that drive adoption and business outcomes.

Responsibilities and Duties (Included but not limited to):

• 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 to identify pain points and improvement opportunities.
• Lead discovery and user research activities to understand customer needs, business objectives, and operational challenges.
• Translate user insights into actionable service design recommendations that improve customer satisfaction and operational efficiency.
• Ensure services are accessible, intuitive, scalable, and aligned with customer experience standards.
• Analyze existing workflows and business processes to identify inefficiencies, bottlenecks, and opportunities for automation.
• Facilitate business process reengineering efforts that streamline operations and improve service delivery outcomes.
• Work closely with product managers, designers, engineers, architects, data teams, and government stakeholders to align service design efforts with business and mission objectives. 
• 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 the development of onboarding guides, customer lifecycle frameworks, and service delivery playbooks.
• Other duties as assigned

• 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. 
• Strong expertise in: Service Blueprinting, Customer Journey Mapping, Human-Centered Design, Process Mapping and Optimization, Design Thinking Facilitation, Change Management Methodologies.
• Experience facilitating workshops, stakeholder engagements, and requirements gathering sessions. 
• Strong written and verbal communication skills with the ability to present complex concepts to 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 

Preferred Qualifications and Core Competencies:

• 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. 
• Relevant certifications such as, Certified Customer Experience Professional (CCXP), Human-Centered Design, or Service Design certifications are a plus.
• Active Public Trust 

Successful IGS employees embody the following Core Values:

• Integrity, Honesty, and Ethics: We conduct our business with the highest level of ethics. Doing things like being accountable for mistakes, accepting helpful criticism, and following through on commitments to ourselves, each other, and our customers. 
• Empathy, Emotional Intelligence: How we interact with others including peers, colleagues, stakeholders, and customers’ matters. We take collective responsibility to create an environment where colleagues and customers feel valued, included, and respected. We work within a diverse, integrated, and collaborative team to drive towards accomplishing the larger mission. We conscientiously and meticulously learn about our customers’ and end-users’ business drivers and challenges to ensure solutions meet not only technical needs but also support their mission.
• Strong Work Ethic (Reliability, Dedication, Productivity): We are driven by a strong, self-motivated, and results-driven work ethic. We are reliable, accountable, proactive, and tenacious and will do what it takes to get the job done. 
• Life-Long Learner (Curious, Perspective, Goal Oriented): We challenge ourselves to continually learn and improve ourselves. We strive to be an expert in our field, continuously honing our craft, and finding solutions where others see problems.  

Compensation: There are a host of factors that can influence final salary, including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications.

Benefits: Initiate Government Solutions offers competitive compensation and a robust benefits package, including comprehensive medical, dental, and vision care, matching 401K and profit sharing, paid time off, training time for personal development, flexible spending accounts, employer-paid life insurance, employer-paid short and long term disability coverage, an education assistance program with potential merit increases for obtaining a work-related certification, employee recognition, and referral programs, spot bonuses, and other benefits that help provide financial protection for the employee and their family.

Initiate Government Solutions participates in the Electronic Employment Verification Program.