Senior Service Designer- Remote

📍 Job Overview

Job Title: Senior Service Designer
Company: ICF
Location: Remote (United States)
Job Type: Full-Time
Category: Service Design / Customer Experience Operations
Date Posted: February 1, 2026
Experience Level: 7+ Years
Remote Status: Fully Remote

🚀 Role Summary

• This Senior Service Designer role focuses on modernizing federal services and improving customer experience (CX) through human-centered design principles and operational feasibility.
• Key responsibilities involve analyzing complex federal systems, identifying friction points in customer journeys, and designing end-to-end service improvements that integrate policy, operations, and technology.
• The role requires strong collaboration with UX/CX researchers, program leaders, frontline staff, and IT teams to develop actionable service blueprints, journey maps, and implementation roadmaps.
• Success in this position hinges on designing holistic services that balance user needs, agency priorities, compliance requirements, and operational realities within the federal government context.

📝 Enhancement Note: While the job title is "Senior Service Designer," the responsibilities and focus on "policy, operations, and technology" indicate a strong overlap with the principles and practices of Revenue Operations (RevOps) and Go-To-Market (GTM) operations, particularly in understanding the end-to-end customer lifecycle, process optimization, and system integration. The emphasis on "federal clients" and "mission-critical systems" suggests a need for robust process documentation, compliance adherence, and a structured approach to service delivery, aligning with operational excellence.

📈 Primary Responsibilities

• Conduct in-depth qualitative and quantitative research with federal customers, frontline staff, and program leaders to understand user needs and operational challenges.
• Analyze existing policy frameworks, operational workflows, and legacy systems to map the complete service ecosystem and identify root causes of friction.
• Develop comprehensive current-state and future-state service blueprints and customer journey maps, illustrating the interplay of people, processes, data, and technology.
• Identify and analyze key friction points across all service touchpoints, including digital interfaces, contact centers, and backend operational systems.
• Design holistic, human-centered services that effectively align user needs with agency objectives, compliance mandates, and practical operational constraints.
• Create detailed future-state concepts, defining experience principles, recommending operational improvements, and outlining implementation roadmaps.
• Prototype and test service enhancements, including workflow modifications, script updates, task flows, process adjustments, and policy innovations.
• Ensure all service designs adhere to federal accessibility standards (Section 508), equity frameworks, privacy regulations, and security protocols.
• Collaborate closely with researchers to validate design assumptions through user testing and support iterative design improvements.
• Partner effectively with product management, engineering, and operational teams to ensure developed solutions are technically feasible and scalable within federal government parameters.
• Lead and facilitate co-creation workshops and working sessions involving diverse stakeholders such as customers, program offices, IT departments, researchers, operational staff, and policy experts.
• Build consensus and drive decision-making among a wide array of stakeholders in complex, multi-faceted environments.
• Act as a crucial liaison, translating research insights into actionable business needs and guiding technical delivery teams.
• Support the planning, sequencing, and execution of change management initiatives for large-scale federal programs.
• Contribute to the development of executive briefings, operational playbooks, and long-term strategic service improvement plans.

📝 Enhancement Note: The responsibilities highlight a need for strong analytical skills, process mapping, and stakeholder management, which are core competencies in operations roles. The emphasis on "operational feasibility," "workflow modifications," and "service ecosystem" suggests that candidates with a background in process improvement, operational strategy, or systems thinking will be particularly well-suited. The requirement to "translate complex requirements into clear, actionable service improvements" is a crucial skill for operations professionals.

🎓 Skills & Qualifications

Education:

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

Experience:

• A minimum of 7+ years of progressive experience in service design, human-centered design, UX/CX strategy, or systems design.
• Demonstrated experience in analyzing complex systems and translating findings into actionable design solutions.
• Proven ability to work with diverse stakeholder groups and build consensus.

Required Skills:

• Service Design & HCD: Deep understanding and practical application of service design principles and human-centered design methodologies.
• Research & Analysis: Proficiency in conducting qualitative and quantitative research, analyzing policy, and mapping operational workflows.
• Systems Thinking: Ability to understand and visualize complex systems, including the interactions between people, processes, data, and technology.
• Visualization & Documentation: Strong skills in creating clear, actionable visuals such as service blueprints, journey maps, and process documentation.
• Federal Requirements: Familiarity with federal government constraints, compliance requirements, and the ability to design within these parameters.

Preferred Skills:

• Federal Government Experience: Prior experience working within or consulting for federal agencies.
• Facilitation: Expertise in leading cross-functional workshops and co-creation sessions with diverse stakeholders.
• Communication & Storytelling: Excellent verbal and written communication skills, with a proven ability to present complex ideas and influence senior leaders.
• Accessibility & Equity: Knowledge of Section 508 accessibility standards, equity frameworks, and federal digital service standards.
• Consulting Acumen: Experience in a consulting or professional services environment, managing client relationships and project deliverables.
• Digital Modernization: Familiarity with digital transformation initiatives, legacy system transitions, or contact center operations.
• Design Tools: Proficiency with collaboration and prototyping tools such as Figma, Miro, or FigJam.

📝 Enhancement Note: The requirement for 7+ years of experience and a Bachelor's degree positions this as a senior-level role, indicating expectations for leadership, strategic thinking, and independent execution. The emphasis on "systems design," "policy analysis," and "operational feasibility" strongly suggests that candidates with a background in operations, process engineering, or business analysis will be highly competitive. The "Preferred Qualifications" like "federal government experience" and "digital modernization" further refine the ideal candidate profile for a role that bridges design and operational execution within a regulated environment.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Service Blueprints & Journey Maps: Showcase detailed examples of current-state and future-state service blueprints and customer journey maps, clearly illustrating user flows, touchpoints, and operational dependencies.
• Process Analysis & Optimization: Include case studies demonstrating the analysis of existing operational workflows, identification of friction points, and the design of optimized processes with measurable improvements.
• Systemic Design Solutions: Present examples of holistic service designs that integrate user needs, business objectives, and technical/operational considerations, highlighting the end-to-end nature of the solutions.
• Stakeholder Alignment Examples: Provide evidence of experience in facilitating workshops and collaborating with diverse stakeholders to achieve consensus and drive design decisions.

Process Documentation:

• Workflow Design & Optimization: Demonstrate the ability to document complex workflows, identify inefficiencies, and design streamlined, human-centered processes.
• Cross-Functional Integration: Showcase examples of how designs consider and integrate with various functional areas, including policy, operations, technology, and customer support.
• Impact Measurement: Include examples of how proposed service changes are designed to be measurable, with defined metrics for success and operational impact.

📝 Enhancement Note: For a role like this, a strong portfolio is critical. Candidates should emphasize projects that demonstrate a deep understanding of process mapping, systems thinking, and the ability to visualize complex interactions. For operations professionals, this translates to showcasing projects involving CRM configuration, sales process optimization, data flow mapping, or workflow automation, framed within the context of improving efficiency and customer experience. Highlighting the impact of these designs through metrics and ROI is crucial.

💵 Compensation & Benefits

Salary Range:

• $119,323 - $202,850 per year

Benefits:

• Health, Dental, and Vision Insurance: Comprehensive coverage options for employees and their families.
• Retirement Savings Plan: 401(k) plan with company match to support long-term financial goals.
• Paid Time Off: Generous vacation, sick leave, and holiday pay.
• Professional Development: Opportunities for training, certifications, and continuing education to enhance skills in service design, HCD, and related fields.
• Life and Disability Insurance: Protection for employees and their beneficiaries.
• Employee Assistance Program (EAP): Confidential support services for personal and work-related challenges.
• Potential for Bonuses: Performance-based incentives may be available.

Working Hours:

• Standard full-time hours, typically 40 hours per week.
• Flexibility may be available, with the understanding that core collaboration hours with federal clients and internal teams will need to be accommodated.

📝 Enhancement Note: The salary range provided is competitive for a Senior Service Designer role in the US, particularly for a remote position supporting federal clients. The benefits package is standard for a large consulting firm like ICF. While specific details on "operational impact measurement" or "process improvement ROI" are not listed as benefits, these are key areas candidates should be prepared to discuss in relation to their contributions.

🎯 Team & Company Context

🏢 Company Culture

Industry:

• ICF operates within the professional services and consulting sector, with a significant focus on government contracting, technology, and program management. They serve a wide range of clients, including federal, state, and local governments, as well as commercial entities.
• Their work often involves complex challenges in areas like public health, environment, energy, transportation, and defense. This context means operations professionals at ICF are accustomed to working with strict regulations, diverse stakeholder needs, and large-scale impact initiatives.

Company Size:

• ICF is a large, global company with thousands of employees (likely 5,000-10,000+ employees based on typical industry classifications for such firms).
• For operations professionals, this implies access to extensive resources, established processes, and opportunities to work on large, impactful projects. It also means navigating a structured corporate environment with clear hierarchies and standard operating procedures.

Founded:

• ICF was founded in 1969, giving it a long history and deep experience in consulting and technology services. This longevity suggests stability and a well-established understanding of long-term client relationships and project lifecycles.

Team Structure:

• The Senior Service Designer will likely be part of a broader Digital Transformation, CX, or Technology consulting practice.
• They will report to a Senior Manager or Director within their service line and collaborate closely with project managers, UX researchers, policy analysts, and technical leads.
• Cross-functional collaboration is essential, involving close partnerships with client-side program managers, subject matter experts, IT departments, and operational teams.

Methodology:

• ICF emphasizes a data-driven, human-centered approach to problem-solving.
• Their methodology often involves rigorous research, strategic analysis, iterative design, and robust implementation planning.
• For operations roles, this translates to a focus on process optimization, efficiency gains, and measurable outcomes, underpinned by strong analytical capabilities.

Company Website:

• https://careers.icf.com/us/en

📝 Enhancement Note: The company's focus on federal clients and large-scale projects means that understanding government contracting processes, compliance, and long-term program management is an advantage. For operations professionals, this implies a need for structured documentation, adherence to strict workflows, and a focus on delivering measurable results within a regulated framework.

📈 Career & Growth Analysis

Operations Career Level:

• This is a "Senior" role, indicating a level of expertise and autonomy beyond that of an intermediate professional. It requires the ability to lead projects, mentor junior staff, and influence strategic decisions.
• In an operations context, this Senior Service Designer role could be seen as equivalent to a Senior Operations Analyst, Senior Process Improvement Specialist, or even a Service Delivery Manager, focusing on the strategic design and optimization of service delivery processes that directly impact customer experience and operational efficiency.

Reporting Structure:

• The Senior Service Designer will likely report to a Director or Vice President within ICF's consulting or digital transformation practice.
• They will work closely with Project Managers and Account Managers, and frequently interact with senior client stakeholders (e.g., program directors, agency leaders).

Operations Impact:

• The role's impact is significant: by improving service design and operational workflows, the Senior Service Designer directly influences customer satisfaction, program effectiveness, and potentially the efficiency and cost-effectiveness of federal services.
• This role bridges the gap between user needs and the operational realities of government agencies, ensuring that service improvements are not only desirable but also practical and sustainable.

Growth Opportunities:

• Leadership Progression: Potential to advance to roles like Service Design Lead, Principal Service Designer, or Program Manager, overseeing larger engagements and teams.
• Specialization: Develop deeper expertise in specific federal domains (e.g., health, defense) or specialized areas like accessibility, AI in service delivery, or change management.
• Cross-Functional Development: Opportunities to gain experience in related fields such as UX research, digital strategy, program management, or business analysis within the federal consulting space.
• Mentorship: Potential to mentor junior designers and analysts, contributing to the development of the next generation of service and operations professionals at ICF.

📝 Enhancement Note: For an operations professional, this role offers a unique path to blend strategic design with the practical execution of service delivery. Growth opportunities would likely involve leading operations-focused initiatives within larger digital transformation projects, managing teams of operations specialists, or developing new service offerings for federal clients. The ability to demonstrate how service design translates into measurable operational improvements will be key to career advancement.

🌐 Work Environment

Office Type:

• This is a fully remote position within the United States. While ICF has physical offices, this specific role does not require regular in-office presence.
• The work environment is largely independent, requiring self-discipline and effective remote collaboration tools.

Office Location(s):

• While the role is remote, ICF has numerous offices across the United States, including locations like Reston, VA (as indicated in the raw data), Washington D.C., and many others.
• The remote nature of the job allows individuals to work from their chosen location within the US, provided they meet the connectivity and security requirements for federal contract work.

Workspace Context:

• Collaboration: Expect frequent virtual collaboration using tools like Microsoft Teams, Zoom, Miro, and Figma. Proficiency in these tools is essential for effective teamwork and client engagement.
• Technology: Access to standard office productivity software, secure network connections, and potentially specialized design and analysis tools provided by ICF.
• Team Interaction: Regular participation in virtual team meetings, project stand-ups, client presentations, and design workshops. Building strong virtual working relationships is key.

Work Schedule:

• Standard 40-hour work week.
• While remote, adherence to project deadlines and client availability is critical. Some flexibility exists, but responsiveness during core business hours and for scheduled meetings is expected.
• The nature of federal contracting may sometimes require accommodating specific client schedules or urgent project needs.

📝 Enhancement Note: The remote work environment necessitates strong self-management skills and proficiency with virtual collaboration tools. For operations professionals, this means adapting traditional process documentation and communication methods to a digital-first format, ensuring clarity and accessibility in all remote interactions.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely review applications and conduct a brief phone screen to assess basic qualifications and cultural fit.
• Technical Interview(s): Expect one or more interviews focused on service design methodologies, HCD principles, and your experience with research, analysis, and design. This may involve discussing past projects in detail.
• Portfolio Review: A dedicated session where you will present your portfolio, walking through specific case studies that demonstrate your skills in service design, journey mapping, and process improvement.
• Stakeholder/Team Interview: Interviews with potential team members or cross-functional partners to assess collaboration style, communication skills, and ability to work within a team environment.
• Client-Facing Simulation (Potentially): Given the federal client focus, there might be a scenario-based interview or a presentation exercise simulating a client interaction or problem-solving session.
• Final Interview: A conversation with senior leadership to discuss strategic alignment, career aspirations, and finalize any offer details.

Portfolio Review Tips:

• Curate Relevant Projects: Select 3-5 projects that best showcase your experience in service design, HCD, process analysis, and working with complex systems. Prioritize projects with clear problem statements, methodology, your specific contributions, and measurable outcomes.
• Focus on Process & Operations: For each project, clearly articulate the "as-is" state (current processes, pain points, operational challenges) and the "to-be" state (designed solutions, optimized workflows, improved operational efficiency). Quantify impact wherever possible.
• Tell a Story: Structure your presentations logically: the challenge, your approach (methodology, tools used), your specific role and contributions, the solution, and the results (quantified impact on users and operations).
• Demonstrate Systems Thinking: Show how your designs considered the broader ecosystem of people, processes, policies, and technology.
• Highlight Collaboration: Explain how you engaged with stakeholders (researchers, engineers, operational staff, clients) and managed differing perspectives.

Challenge Preparation:

• Case Study Deep Dive: Be prepared to analyze a hypothetical service design challenge related to federal services. Focus on identifying key stakeholders, potential research methods, core operational issues, and initial design concepts.
• Process Mapping Exercise: Practice quickly mapping out a common service process and identifying areas for improvement in terms of efficiency, user experience, and operational burden.
• Stakeholder Alignment Scenario: Prepare to discuss how you would gain buy-in for a new service design or process change from diverse groups with potentially conflicting priorities.

📝 Enhancement Note: Operations candidates should leverage their portfolio to demonstrate their expertise in process optimization, workflow design, and system implementation. Framing service design projects through an operational lens – focusing on efficiency, scalability, and measurable outcomes – will resonate strongly with the hiring team, given the role's emphasis on "operational feasibility" and "end-to-end service improvements."

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Collaboration: Miro, FigJam, Mural (for workshops, journey mapping, service blueprints).
• Prototyping & Design: Figma, Sketch, Adobe XD (for creating user interfaces, wireframes, and prototypes).
• Research & Analysis: SurveyMonkey, Qualtrics, Google Forms (for surveys); Dovetail, NVivo (for qualitative data analysis).
• Project Management: Jira, Asana, Trello, Microsoft Project (for task management, project tracking, and workflow coordination).

Analytics & Reporting:

• Data Visualization: Tableau, Power BI (for creating dashboards and reporting on service performance metrics).
• Web Analytics: Google Analytics, Adobe Analytics (if digital interfaces are a significant component).
• Spreadsheet Software: Microsoft Excel, Google Sheets (for data manipulation, analysis, and reporting).

CRM & Automation:

• While not explicitly stated as a primary tool for this role, familiarity with CRM systems (e.g., Salesforce, Microsoft Dynamics) and workflow automation tools (e.g., Zapier, Power Automate) can be beneficial for understanding how service designs integrate with business operations.

📝 Enhancement Note: While the role emphasizes design tools, operations professionals should highlight their proficiency in data analysis, reporting, and potentially CRM/automation tools. This demonstrates an understanding of how service designs translate into tangible operational improvements and can be measured. Experience with tools used for process mapping and workflow visualization (like Lucidchart or Visio, in addition to Miro/Figma) would also be highly relevant.

👥 Team Culture & Values

Operations Values:

• Human-Centered Excellence: A core value is designing services and processes that genuinely meet user needs while being operationally sound. This means prioritizing empathy and user understanding in all design and operational decisions.
• Data-Driven Decision Making: Emphasizing the use of research, analytics, and performance metrics to inform design choices and validate operational improvements. Decisions are backed by evidence and measurable outcomes.
• Collaboration & Partnership: Fostering strong working relationships across diverse teams (research, design, policy, technology, operations) and with clients to achieve shared goals. Open communication and joint problem-solving are key.
• Impact & Accountability: A focus on delivering tangible, positive impact for clients and end-users, with a commitment to accountability for the success of designed services and implemented processes.
• Efficiency & Feasibility: Balancing innovative design with practical considerations of operational feasibility, cost-effectiveness, and scalability, particularly within the constraints of government programs.

Collaboration Style:

• Cross-Functional Integration: The team operates with a high degree of cross-functional collaboration, breaking down silos between design, research, policy, and technical/operational teams.
• Workshop-Centric: A strong reliance on facilitated workshops and working sessions to gather input, brainstorm solutions, build consensus, and co-create designs.
• Iterative & Agile: Embracing an iterative approach to design and implementation, incorporating feedback and adapting plans as new information or insights emerge.
• Transparent Communication: Maintaining open and honest communication channels, particularly when navigating complex projects with multiple stakeholders.

📝 Enhancement Note: For operations candidates, aligning with values like "Data-Driven Decision Making," "Efficiency & Feasibility," and "Impact & Accountability" is crucial. Demonstrating how you use data to drive operational efficiency and measure the ROI of process improvements will align perfectly with the team's ethos.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Federal Bureaucracy: Working within the complex procurement, policy, and operational structures of federal agencies can be challenging. Understanding these constraints and designing solutions that fit is key.
• Balancing User Needs with Constraints: Synthesizing diverse stakeholder requirements, technical limitations, and policy mandates to create solutions that are both user-centric and operationally feasible.
• Driving Change in Large Organizations: Implementing new service designs and operational processes requires effective change management and stakeholder buy-in, which can be slow and complex in large government entities.
• Measuring Impact in Government Settings: Defining and tracking meaningful metrics for service success and operational efficiency within government programs, which may have different performance indicators than commercial entities.

Learning & Development Opportunities:

• Federal Domain Expertise: Gaining deep knowledge of specific federal agencies, their missions, and their operational challenges.
• Advanced Service Design Techniques: Opportunities to learn and apply cutting-edge service design, CX, and HCD methodologies.
• Cross-Disciplinary Skill Development: Exposure to policy analysis, program management, IT modernization, and change management practices.
• Leadership Training: Development programs focused on project leadership, client relationship management, and team mentorship.
• Industry Conferences & Certifications: Support for attending relevant conferences and obtaining certifications in service design, UX, or government program management.

📝 Enhancement Note: Operations professionals can frame these challenges as opportunities to apply their skills in process optimization, risk management, and stakeholder alignment. Growth opportunities often involve leading operational aspects of large-scale transformation projects, developing new service delivery models, or specializing in areas like GRC (Governance, Risk, and Compliance) for federal clients.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design a service or process that balanced conflicting stakeholder needs. How did you approach it, and what was the outcome?" (Focus on your process, communication, and ability to find common ground.)
• "How do you approach analyzing the operational feasibility of a new service design? What metrics do you consider?" (Highlight your understanding of operational constraints, resource allocation, and performance measurement.)
• "Walk us through a complex service or process you've mapped. What were the key friction points, and how did your design address them?" (Be ready to use your portfolio or sketch out a process.)
• "How do you ensure a service design is scalable and sustainable within a large, potentially bureaucratic organization like a federal agency?" (Discuss your experience with change management, implementation planning, and long-term operational support.)

Company & Culture Questions:

• "What interests you about working with federal clients and ICF specifically?" (Research ICF's mission, values, and recent projects in the public sector.)
• "How do you approach collaboration with diverse teams, including researchers, engineers, policy experts, and operational staff?" (Provide examples of successful cross-functional teamwork.)
• "How do you stay current with trends in service design, HCD, and government modernization efforts?" (Showcase your commitment to continuous learning.)

Portfolio Presentation Strategy:

• Prioritize Operational Impact: For each case study, clearly articulate the operational challenges and how your service design solutions addressed them. Quantify improvements in efficiency, cost savings, or process streamlining, if possible.
• Visual Clarity: Ensure your visuals (blueprints, journey maps) are clean, easy to understand, and clearly communicate the end-to-end service flow and operational touchpoints.
• Focus on Your Role: Be specific about your contributions, especially in areas related to process analysis, workflow design, and operational integration.
• Prepare for "Why": Be ready to explain the rationale behind your design choices, particularly how they relate to operational constraints and desired outcomes.

📝 Enhancement Note: Operations candidates should prepare to demonstrate how their service design understanding directly translates into tangible operational improvements. Emphasize projects where you've optimized workflows, improved data flow, implemented new systems, or driven measurable efficiency gains. Quantifying the impact of your work will be critical.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the ICF careers portal via the provided link.
• Tailor Your Resume: Highlight experience in service design, HCD, process analysis, workflow optimization, and stakeholder management, using keywords from the job description. Quantify achievements with metrics wherever possible.
• Prepare Your Portfolio: Select 3-5 strong projects that showcase your ability to design and optimize end-to-end services, focusing on operational feasibility and measurable impact. Ensure clear documentation of processes, challenges, solutions, and outcomes.
• Research ICF: Familiarize yourself with ICF's work in the federal sector, their approach to digital transformation, and their company values. Understand their client base and the types of challenges they solve.
• Practice Your Narrative: Be ready to articulate your experience, methodology, and project successes clearly and concisely, especially focusing on how your design work impacts operational efficiency and customer experience for federal clients.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.