Senior Service Designer- Remote

📍 Job Overview

Job Title: Senior Service Designer - Remote Company: ICF Location: Nationwide Remote Office (US99) - Must reside and perform work in the United States. Job Type: Full-Time Category: Service Design / Human-Centered Design / CX Strategy Date Posted: January 30, 2026 Experience Level: Senior (7+ years required, AI analysis suggests 10+ years for a "Senior" title) Remote Status: Fully Remote (within the United States)

🚀 Role Summary

• Spearhead the design and implementation of human-centered service improvements for federal clients, focusing on modernizing complex systems and enhancing customer experiences.
• Conduct comprehensive research, analyze policy and operational workflows, and develop detailed service blueprints and journey maps to visualize end-to-end service ecosystems.
• Identify and address friction points across operations, digital interfaces, and backend systems, translating complex challenges into actionable visual documentation.
• Drive the design of holistic services that balance user needs, agency priorities, compliance requirements, and operational feasibility.
• Lead cross-functional workshops and collaborate with diverse stakeholders to build consensus and support decision-making in complex government environments.

📝 Enhancement Note: This role is positioned as a Senior Service Designer, indicating a need for significant experience in leading design initiatives, complex problem-solving, and stakeholder management, particularly within government contexts. The AI analysis suggesting 10+ years of experience aligns with this senior level, implying a focus on strategic contributions beyond individual task execution.

📈 Primary Responsibilities

• Conduct in-depth qualitative and quantitative research with federal customers, frontline staff, and program leaders, in collaboration with UX/CX researchers.
• Analyze existing policies, operational workflows, and legacy systems to gain a comprehensive understanding of the entire service ecosystem.
• Develop detailed current-state and future-state service blueprints, customer journey maps, and ecosystem maps that illustrate interactions between people, processes, data, and technology.
• Identify root causes of friction points across various service touchpoints, including operations, contact centers, digital platforms, and backend systems.
• Create clear, concise, and actionable visual representations and documentation of complex service systems.
• Design integrated services that align user needs, agency objectives, regulatory compliance, and practical operational constraints.
• Develop future-state concepts, define experience principles, propose operational recommendations, and create implementation roadmaps.
• Prototype service changes, including workflows, user scripts, task flows, process updates, and policy concepts.
• Ensure all service designs adhere to federal accessibility standards (Section 508), equity principles, privacy regulations, and security requirements.
• Test and validate service concepts through user testing, gathering feedback to support iterative design improvements.
• Partner closely with product, engineering, and operational teams to ensure the feasibility and scalability of proposed solutions within federal agency environments.
• Facilitate co-creation workshops and working sessions involving a diverse group of stakeholders, including clients, program offices, IT teams, researchers, operational staff, and policy experts.
• Build consensus and alignment among disparate stakeholders, guiding decision-making processes in challenging environments.
• Act as a central liaison, bridging the gap between research insights, business requirements, and technical implementation.
• Support the planning, sequencing, and change management activities for the rollout of new or improved services within large federal programs.
• Contribute to executive-level briefings, develop comprehensive playbooks, and shape long-term service improvement strategies.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design thinking, deep analytical capabilities, and strong execution skills. The emphasis on federal clients and compliance (Section 508, equity, privacy, security) is a critical differentiator for this role, requiring candidates to understand and navigate specific government requirements. The role demands a holistic approach, integrating user needs with operational realities and policy constraints.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree in design, Human-Centered Design (HCD), Service Design, UX, Behavioral Science, Anthropology, Public Policy, Psychology, Computer Science, or a related field.

Experience:

• Minimum of 7 years of experience in service design, human-centered design, UX/CX strategy, or systems design.
• Experience working in or with the federal government is highly preferred.
• Experience in consulting or professional services environments is a plus.

Required Skills:

• Deep expertise in service blueprinting, journey mapping, and systems thinking methodologies.
• Proven ability to facilitate cross-functional workshops and co-creation sessions effectively.
• Strong analytical skills to understand policy, operational workflows, and legacy systems.
• Excellent communication and storytelling skills, with a demonstrated ability to present complex information clearly to diverse audiences, including senior leaders.
• Proficiency in translating complex requirements into actionable service improvements and design solutions.
• Understanding of federal accessibility standards (Section 508), equity frameworks, and digital service standards.
• Ability to prototype service changes, including workflows, scripts, and process updates.
• Experience in collaborating with UX/CX researchers to conduct user research.
• Familiarity with digital modernization efforts, legacy system transitions, or call center operations.

Preferred Skills:

• Comfort and proficiency using collaboration and prototyping tools such as Figma, Miro, or FigJam.
• Experience in supporting rollout planning, sequencing, and change management for large programs.
• Ability to contribute to executive briefings and develop long-term service improvement strategies.
• Knowledge of privacy and security standards relevant to federal contracts.

📝 Enhancement Note: The AI's suggestion of "10+" years of experience for a "Senior" title, despite the listed minimum of 7, suggests that candidates with more extensive experience, particularly in leading complex federal projects, will be highly competitive. The required skills are heavily weighted towards analytical, strategic, and communication abilities, emphasizing the design and implementation of complex systems within regulated environments.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 comprehensive case studies demonstrating end-to-end service design projects, ideally with federal or government clients.
• Each case study should clearly articulate the problem statement, your role, the methodologies used (e.g., research, blueprinting, prototyping), key insights, design solutions, and measurable outcomes or impact.
• Emphasis on projects that involved analyzing complex systems, redesigning operational workflows, or improving customer/user experiences in regulated environments.
• Include examples of deliverables such as service blueprints, customer journey maps, user flows, process maps, and prototypes.
• Demonstrate the ability to articulate the "why" behind design decisions, linking them to user needs, business objectives, and operational feasibility.

Process Documentation:

• Portfolio should include examples of how you documented complex processes and workflows, illustrating your ability to create clear, actionable visuals for diverse stakeholders.
• Showcase your approach to identifying friction points and proposing process optimizations within service delivery chains.
• Evidence of designing and documenting future-state processes that integrate new service components or technology.
• Demonstrate experience in creating documentation that supports change management and user adoption.

📝 Enhancement Note: For a senior-level role, especially in government contracting, the portfolio is paramount. It needs to demonstrate not just design skills but also strategic thinking, problem-solving in complex environments, and the ability to articulate impact. The focus should be on showcasing the entire service design lifecycle, from research and analysis to implementation support and measurable outcomes.

💵 Compensation & Benefits

Salary Range:

• The stated pay range for this position is $119,323.00 - $202,850.00 USD annually.

Benefits:

• ICF offers a comprehensive benefits package designed to support employees' well-being and professional growth. While specific details are not itemized in the job description, typical benefits for a company of ICF's size and industry often include:
  • Health, dental, and vision insurance.
  • Retirement savings plan (e.g., 401(k)) with company match.
  • Paid time off, including vacation, sick leave, and holidays.
  • Life and disability insurance.
  • Professional development opportunities, including training and certifications.
  • Potential for performance-based bonuses or incentives.
  • Employee Assistance Program (EAP).

Working Hours:

• This is a full-time position, typically requiring 40 hours per week.
• As a remote role within the United States, there may be some flexibility in daily scheduling, provided that work is performed within U.S. time zones and deliverables are met.
• The nature of federal contracting may require adherence to specific core hours for collaboration and client engagement.

📝 Enhancement Note: The salary range is broad, reflecting the "Senior" title and the wide range of experience and expertise that could fit. The AI-generated salary range of $119,323 - $202,850 aligns with the provided explicit range. For a federal contracting role, benefits are typically robust, and candidates should inquire about specifics during the interview process. The "Nationwide Remote Office (US99)" designation suggests that while remote, candidates must be legally authorized to work and perform work within the United States.

🎯 Team & Company Context

🏢 Company Culture

Industry: Consulting Services, Technology, Advisory, Government Contracting. ICF operates across various sectors including health, environment, energy, transportation, defense, and social programs, with a significant focus on serving federal agencies. Company Size: ICF is a large, global company with thousands of employees. The provided LinkedIn data indicates a company size of "10,000+ employees". This means the Service Designer will be part of a large, established organization with extensive resources and established processes, but also potentially more bureaucratic layers. Founded: ICF was founded in 1969. This long history suggests stability, deep institutional knowledge, and a well-established reputation, particularly within the government sector.

Team Structure:

• The Service Designer will likely be part of a broader Human-Centered Design (HCD) or User Experience (UX) practice within ICF, possibly embedded within project teams serving specific federal clients.
• Reporting structure will likely involve a direct manager within the HCD/UX practice and project leads for client engagements.
• Cross-functional collaboration is a core aspect of this role, requiring close partnerships with UX/CX researchers, policy analysts, operations specialists, product managers, engineers, and federal client stakeholders.

Methodology:

• ICF emphasizes a data-driven and human-centered approach to problem-solving, aligning with modern design and consulting practices.
• Expect a methodology that integrates rigorous research, strategic analysis, iterative design, and practical implementation, especially within the constraints of federal projects.
• The company likely employs a blend of agile and waterfall methodologies depending on the specific client and project needs.

Company Website: https://www.icf.com/

📝 Enhancement Note: ICF's long history and focus on government contracting mean that candidates should be prepared for a structured, compliance-oriented environment. The scale of the company suggests opportunities for diverse project involvement and career growth, but also requires strong navigation of internal processes and stakeholder management.

📈 Career & Growth Analysis

Operations Career Level: This role is designated as "Senior Service Designer." In the context of operations and GTM, this signifies a mid-to-senior level professional responsible for leading design initiatives, mentoring junior staff, and driving strategic service improvements. It requires a high degree of autonomy, problem-solving capability, and the ability to influence stakeholders. The "Senior" title implies a deep understanding of service design principles, extensive experience in applying them to complex problems, and the capacity to manage multiple projects or significant components of larger initiatives.

Reporting Structure: The Senior Service Designer will likely report to a Design Lead, Practice Manager, or Program Manager within ICF, depending on the project structure. They will collaborate extensively with client-side program managers, technical leads, and operational staff. The role acts as a crucial bridge between user needs, business objectives, and technical/operational realities.

Operations Impact: The primary impact of this role is on improving the efficiency, effectiveness, and user experience of federal government services. By designing better services, the Senior Service Designer contributes to enhanced citizen satisfaction, more streamlined government operations, reduced costs, and improved mission outcomes. This role directly influences how citizens and government employees interact with critical services, making its impact tangible and significant.

Growth Opportunities:

• Specialization: Deepen expertise in specific federal domains (e.g., health, defense, social services) or advanced design methodologies.
• Leadership: Transition into a Lead Service Designer, Design Manager, or UX Practice Lead role, managing teams and larger client portfolios.
• Strategic Consulting: Move into higher-level strategic advisory roles, shaping long-term service transformation roadmaps for federal agencies.
• Cross-functional Expertise: Develop skills in program management, change management, or policy analysis to complement design expertise.
• Mentorship: Guide and mentor junior designers, fostering the next generation of talent within ICF's HCD practice.

📝 Enhancement Note: The "Senior" designation is key. Candidates should highlight their experience in leading projects, mentoring others, and contributing to strategic decisions. Growth within ICF likely involves deepening domain expertise within federal sectors or moving into management and strategic advisory roles, leveraging their design foundation.

🌐 Work Environment

Office Type: This is a fully remote position with the requirement to reside and perform work within the United States. Candidates will not be required to report to a physical ICF office on a regular basis. However, the company may request occasional travel for critical client meetings, workshops, or team gatherings. Office Location(s): While the role is remote, the job posting lists "Reston, VA" as an alternative location reference, and "Nationwide Remote Office (US99)". This implies that ICF has a significant presence or headquarters in Reston, VA, but the specific role is open to remote candidates across the US. The constraint is that work must be performed within the US, and ICF monitors work locations and blocks access from foreign locations/IP addresses.

Workspace Context:

• Remote Collaboration: Expect a highly digital, collaborative environment utilizing various online tools for communication, project management, and design.
• Technology: Access to necessary software and hardware will be provided or supported, likely including design tools, communication platforms, and secure network access.
• Team Interaction: While remote, opportunities for interaction will occur through virtual meetings, workshops, and dedicated collaboration sessions. Building strong virtual working relationships is essential.

Work Schedule:

• Standard full-time hours (approximately 40 hours per week) are expected.
• While remote work offers flexibility, candidates must be available during core U.S. business hours for client meetings and team collaboration.
• Adherence to specific project deadlines and client demands will be critical.

📝 Enhancement Note: The "Nationwide Remote Office (US99)" designation, coupled with the explicit requirement to perform work within the US, is critical. This is not a role where candidates can work from any location globally. Candidates must be based in and legally authorized to work in the United States.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and resumes, focusing on experience, qualifications, and alignment with the role's requirements.
• Portfolio Review: Candidates will likely be asked to submit a portfolio showcasing relevant service design projects. This is a critical step to assess practical skills and experience.
• First Interview: This may be with the hiring manager or a senior member of the design team, focusing on behavioral questions, experience validation, and initial assessment of fit.
• Technical/Design Interview: This could involve a design challenge, a deep dive into portfolio case studies, or scenario-based questions to assess problem-solving skills, methodological approach, and understanding of federal contexts.
• Stakeholder/Team Interview: Meeting with potential cross-functional colleagues or client representatives to assess collaboration style and ability to navigate complex stakeholder environments.
• Final Interview: May involve senior leadership to discuss strategic alignment and overall fit.

Portfolio Review Tips:

• Structure: Organize your portfolio logically, with clear sections for each case study. Start with an executive summary or overview of your capabilities.
• Narrative: For each case study, tell a compelling story. Clearly define the problem, your approach, your specific contributions, the challenges faced, and the impact of your solutions. Use visuals effectively.
• Federal Context: If possible, include projects that demonstrate experience with government clients, public sector challenges, or compliance requirements (e.g., Section 508). Highlight how you adapted your design process to these constraints.
• Methodology: Clearly articulate the service design methodologies you employed (e.g., service blueprinting, journey mapping, ethnography, co-design workshops) and why they were appropriate.
• Deliverables: Showcase a range of deliverables, from research findings and personas to service blueprints, user flows, wireframes, and prototypes.
• Metrics: Quantify the impact of your work whenever possible. Use metrics related to user satisfaction, operational efficiency, cost savings, or task completion rates. If exact metrics are unavailable, discuss expected outcomes or qualitative impact.

Challenge Preparation:

• Design Challenge: Be prepared for a hypothetical design challenge. This might involve analyzing a brief scenario, identifying user needs, proposing a service concept, or outlining a research plan. Focus on your thought process, methodology, and ability to articulate your approach.
• Problem-Solving: Practice articulating how you would approach complex problems, especially those involving government agencies, policy constraints, and diverse stakeholder interests.
• Communication: Prepare to clearly explain your design decisions, justify your recommendations, and present your work persuasively. Practice presenting your portfolio case studies concisely and engagingly.

📝 Enhancement Note: The interview process for a senior role at a large consulting firm like ICF will be rigorous. The portfolio is paramount. Candidates should proactively prepare case studies that align with the job description's emphasis on federal clients, complex systems, and human-centered design within regulated environments.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Miro, FigJam (or similar tools like Sketch, Adobe XD, Lucidchart). Proficiency in these collaborative platforms is essential for creating service blueprints, journey maps, wireframes, and prototypes.
• Research Tools: Experience with qualitative and quantitative research methodologies and associated tools for data collection and analysis (e.g., survey platforms, interview recording software).
• Collaboration & Communication: Microsoft Teams, Slack, Zoom, or similar platforms for daily communication, virtual meetings, and team collaboration.
• Project Management: Familiarity with tools like Jira, Asana, Trello, or Monday.com for managing project tasks and timelines.

Analytics & Reporting:

• While not a primary data analyst role, understanding how to interpret and leverage data from analytics platforms (e.g., Google Analytics, Adobe Analytics, government-specific reporting tools) to inform design decisions is beneficial.
• Ability to communicate findings and recommendations based on data.

CRM & Automation:

• While not directly managing CRM systems, understanding how CRM data and automated processes impact the user journey and service delivery is relevant. Experience with Salesforce or similar systems in a client context could be advantageous.

📝 Enhancement Note: The emphasis on Figma, Miro, and FigJam highlights ICF's investment in modern, collaborative design tools. Candidates should be prepared to demonstrate proficiency and creative use of these tools in their portfolio and during interviews.

👥 Team Culture & Values

Operations Values:

• Human-Centered: A core belief in designing services around the needs and experiences of people, whether they are citizens, employees, or other stakeholders.
• Data-Driven: Utilizing research and analytics to inform design decisions, validate hypotheses, and measure impact.
• Collaborative: Working effectively across diverse teams and with clients to co-create solutions and build consensus.
• Impact-Oriented: Focused on delivering tangible improvements to services that solve real-world problems and achieve meaningful outcomes.
• Integrity & Compliance: Adhering to ethical standards, regulations, and client requirements, especially critical in government contracting.
• Innovation with Pragmatism: Balancing creative design solutions with the practical constraints and feasibility within federal systems.

Collaboration Style:

• Cross-Functional Integration: Actively seeking out and integrating perspectives from researchers, policy experts, engineers, operations staff, and client stakeholders.
• Facilitative Leadership: Leading workshops and discussions to guide groups toward shared understanding and actionable outcomes.
• Transparent Communication: Sharing work-in-progress, seeking feedback early and often, and communicating design rationale clearly.
• Constructive Feedback: Giving and receiving feedback openly to continuously improve designs and processes.

📝 Enhancement Note: ICF's culture likely reflects a blend of professional consulting standards with a strong emphasis on public service and mission-driven work due to its federal client base. Candidates should demonstrate an understanding of and alignment with these values, particularly the commitment to human-centered design and impactful solutions within government contexts.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Federal Bureaucracy: Working within the complex procurement, policy, and operational structures of federal government agencies can be challenging.
• Legacy Systems & Technical Debt: Many federal systems are outdated, requiring innovative design solutions that can integrate with or transform these legacy environments.
• Stakeholder Alignment: Securing buy-in from diverse stakeholders with competing priorities and perspectives requires strong negotiation and communication skills.
• Measuring Impact in Public Service: Quantifying the impact of service design improvements in government can be more complex than in the private sector, requiring creative approaches to metrics and evaluation.
• Maintaining Remote Collaboration: Ensuring effective communication, collaboration, and team cohesion in a fully remote environment can present ongoing challenges.

Learning & Development Opportunities:

• Federal Domain Expertise: Gaining deep knowledge of specific federal agency missions, policies, and operational nuances.
• Advanced Design Methodologies: Exploring and applying cutting-edge service design, HCD, and systems thinking techniques.
• Leadership Development: Opportunities to lead client engagements, mentor junior designers, and develop project management skills.
• Cross-Disciplinary Learning: Collaborating with experts in policy, technology, data science, and change management.
• Professional Certifications: Pursuing relevant certifications in design, UX, government contracting, or project management.

📝 Enhancement Note: The challenges presented are typical for roles in government consulting. Candidates should be prepared to discuss how they have overcome similar obstacles and highlight their adaptability and problem-solving skills. Growth opportunities are framed around deepening expertise and moving into leadership roles, leveraging the unique experience gained from working with federal clients.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex federal service you've designed or improved. What were the key challenges, your approach, and the measurable outcomes?"
• "How would you approach designing a new digital service for a government agency that must comply with Section 508 accessibility and strict privacy regulations?"
• "Imagine you need to redesign a government call center's customer service process. What steps would you take to understand the current system and propose improvements?"
• "How do you build consensus among stakeholders with conflicting priorities when redesigning a public service?"
• "What are the key differences in designing services for the federal government versus the private sector, and how do you account for them?"

Company & Culture Questions:

• "What do you know about ICF and our work with federal clients?"
• "How do you see your human-centered design philosophy aligning with ICF's mission and values?"
• "Describe your experience working in a large, matrixed organization like ICF."
• "How do you stay current with evolving trends in service design and government digital transformation?"

Portfolio Presentation Strategy:

• Select Wisely: Choose 2-3 case studies that best represent your skills and experience relevant to this specific role (federal, complex systems, HCD).
• Tell a Story: For each case study, craft a narrative that highlights the problem, your role, your process, the challenges, your solutions, and the impact.
• Focus on "Why": Explain the rationale behind your design decisions and methodologies. Why did you choose that approach? Why that solution?
• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success of your projects.
• Be Prepared for Deep Dives: Anticipate detailed questions about your process, tools, and decision-making at every stage.

Challenge Preparation:

• Scenario-Based: Be ready for hypothetical scenarios related to service design challenges in a government context. Focus on your structured thinking process rather than a "perfect" answer.
• Methodology Application: Demonstrate your ability to apply service design frameworks and tools (e.g., blueprinting, journey mapping) to solve problems.
• Communication Clarity: Practice articulating your ideas clearly, concisely, and persuasively, as you would in a client presentation.

📝 Enhancement Note: Preparation should focus on demonstrating not just design skills, but also strategic thinking, an understanding of the federal landscape, and strong communication abilities. The portfolio is your primary tool; ensure it's polished and tells a compelling story relevant to the job requirements.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the ICF Careers portal via the provided link.
• Portfolio Customization: Curate your portfolio to highlight 2-3 projects that best align with the job description's focus on federal clients, complex systems, human-centered design, and operational improvements. Ensure each case study clearly articulates the problem, your role, methodology, solutions, and impact.
• Resume Optimization: Tailor your resume to emphasize your 7+ years of experience in service design, HCD, UX/CX strategy, and any relevant government sector experience. Use keywords from the job description (e.g., service blueprinting, journey mapping, Section 508, stakeholder engagement).
• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result) and prepare to discuss your portfolio in detail. Rehearse answers to common interview questions related to design strategy, problem-solving, and collaboration in complex environments.
• Company Research: Thoroughly research ICF's work with federal agencies, their approach to HCD, and their company values. Understand their mission and how your skills can contribute to their success.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details, especially regarding specific project examples, team dynamics, and interview expectations, should be verified directly with the hiring organization during the application and interview process. Candidates are strongly advised to prepare a robust portfolio that showcases their capabilities in service design, particularly within regulated or government environments.