Lead Specialist - Service Design - Princeton, NJ

At Maximus, we are leading the way in digital transformation for our government clients. The Lead Service Designer will play a pivotal role in our Digital Solutions organization and tell the story of how we are fundamentally changing public program experiences to improve service delivery aligned with the mission requirements of our customers.

• Guide service design user engagements and research including observations, interviews, surveys, diaries, and other research methods.
• Champion a strategic, human-centered service design approach to create disruptive innovation and competitive differentiation.
• Support the business in moving ideas from high-level product vision and strategy through road mapping, planning, and execution
• Lead the design and facilitation of co-creation sessions, including immersion workshops, journey mapping and service blueprinting.
• Leverage a human-centered service design approach to rapidly gain deep understanding of citizen and organizational attitudes, behaviors, needs, pain points, opportunities, and aspirations to create innovative human service experiences.
• Frame design challenges, facilitate ideation, envision new concepts (challenge old ones), and rapidly prototype and evaluate designs.
• Use divergent design thinking techniques for the conceptual development of new experiences, products, services, processes and/or ecosystems, and converge innovative ideas to a set of digital and tangible solutions in partnership with team members, project stakeholders and business partners.
• Communicate insights, benefits, value propositions and design rationales to internal and external audiences in an intentional effort to move towards becoming a design-driven, people-centered organization.
• Create powerful narratives that communicate value propositions for the citizen and government using service models, customer journeys, storyboards, system maps, wireframes, interactive prototypes, and final design concepts.
• Collaborate with business, technology, product and design stakeholders to uncover customer and business goals, needs and objectives. Translate these insights into intuitive and engaging experiences.

• Translate complex quantitative and qualitative analysis into understandable concepts that enhance and evolve the holistic service experience

• Assist with managing and prioritizing enhancement roadmaps to help drive strategy across different engagements

• Advocate for the customer through human-centered design methodologies, including: participating in design research, the creation of service and experience blueprinting, work session planning and facilitation, rapid prototyping and testing. Strategically define ideal public sector experiences across in-person and digital touch points

• Create and facilitate design workshops to engage and build alignment across different partners and teams, pulling from your diverse toolbox of service design methods to create compelling artifacts

• Support early product, service and experience development by working with internal and client partners to participate in discovery sessions that uncover customer pain points and opportunities, supported by qualitative insights and quantitative analysis

• Candidate should be ready to share evidence or a portfolio of service design related artifacts and direct impact of service design work on customer and/or business outcomes

Minimum Requirements

• Bachelor's degree in related field required.
• 7-10 years of relevant professional experience required.
• Human-Centered Design Certification, such as Service Design, Design Thinking, UX, etc.
• Experience leading and facilitating workshops, sometimes multiple engagements simultaneously.
• Familiarity with design and prototyping tools, such as: Miro, Figma, Sketch, Lucid and/or Adobe Creative Suite

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.