What are the responsibilities and job description for the Service Designer position at Highlight?
Overview
Highlight is seeking a Washington, DC-based Service Designer to support our General Services Administration (GSA) Contract Team. This role will provide end-to-end service design expertise, user experience (UX) strategy, and cross-functional collaboration for robust digital services. The Service Designer will be responsible for user research, customer journey mapping, system design, and the development of strategic service frameworks.
Responsibilities
For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results.
Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org.
We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers.
To receive compensation and benefits information for this role, contact us or email us at Recruiting@HighlightTech.com Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email.
Recruitment Fraud Disclaimer
Highlight takes your security seriously. Please be aware that fraudulent actors may attempt to circulate fictitious job opportunities and impersonate our recruiters. The main purpose of these correspondences is to obtain privileged information from individuals.
To protect yourself, keep the following in mind:
#cwhp
Highlight is seeking a Washington, DC-based Service Designer to support our General Services Administration (GSA) Contract Team. This role will provide end-to-end service design expertise, user experience (UX) strategy, and cross-functional collaboration for robust digital services. The Service Designer will be responsible for user research, customer journey mapping, system design, and the development of strategic service frameworks.
Responsibilities
- Design complex service systems to ensure seamless user experiences
- Apply user-centered design processes to develop service strategies and connect user desires with regulatory and functional requirements.
- Conduct quantitative and qualitative user research, such as the web analytics to analyze user flows, behaviors, and burden.
- Develop and analyze customer journeys, service blueprints, system mappings, and user flows.
- Create and evaluate product strategy, development roadmaps, and low-fidelity prototypes.
- Plan and execute workshops and design sprints and collaborate with visual designers to enhance design quality and user experience.
- Structure and visualize service specifications to inform product development.
- Bachelor’s degree in Service Design, Business Design, or a related design discipline.
- 5 years of experience designing complex services for systems with multiple touchpoints.
- 7 years of experience in service design, customer experience (CX), and UX design.
- Working knowledge of SAM.gov and FPDS.gov domains
- Experience creating user flows, customer journey maps, and service specifications within an Agile environment.
- Demonstrate a portfolio of service designs, approaches, and UX improvements.
- Key Skills & Knowledge Areas:
- Proven ability to facilitating workshops and sprints and conduct / synthesize research, analyze behavior, and generate insights.
- Strong visual and interaction design skills to enhance prototypes with the ability to visualize journey maps, ideation, and service conceptualization.
- Strong storytelling and public speaking skills.
For over ten years, Highlight has provided Development and Modernization, Secure IT, and Mission Solution services to our federal government customers. Our team knows the technology; we understand how our customers and their stakeholders work; and we know how to implement industry best practices to deliver high-quality, end-to-end solutions that minimize risk and maximize results.
Since our inception, Highlight has had an employee-first mindset. Our mission is to provide employees with rewarding and impactful career opportunities. In 2021, Highlight’s founder, Rebecca Andino, implemented an Employee Stock Ownership Plan to embody and expand our culture of transparency, teamwork and rewarding the work of our employees. By becoming an ESOP, our employee-owners share in the success of the company through their ownership stake. To learn more about ESOPS, check out: www.esopinfo.org.
We’re an Equal Opportunity Employer (EOE) that empowers our people to fearlessly drive change - regardless of their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, veteran status, or other characteristics. Our team is dedicated to foster diversity within our teams to promote creativity, innovation, and teamwork to deliver the best solutions for our customers.
To receive compensation and benefits information for this role, contact us or email us at Recruiting@HighlightTech.com Please include the Req ID (this is at the top of the posting under the position title) in the subject line of the email.
Recruitment Fraud Disclaimer
Highlight takes your security seriously. Please be aware that fraudulent actors may attempt to circulate fictitious job opportunities and impersonate our recruiters. The main purpose of these correspondences is to obtain privileged information from individuals.
To protect yourself, keep the following in mind:
- All emails will come from an official @highlighttech.com or @talent.icims.com email address.
- We will never request payment or personal financial information during the recruitment process.
- We will not send job offers via email. All offers are first extended verbally by a member of our recruitment team whenever possible, and then followed up via written communication through official channels.
#cwhp
