Service Designer

📍 Job Overview

Job Title: Service Designer Company: Steampunk Location: Atlanta, Georgia, United States Job Type: Full-time Category: Service Design / Customer Experience Operations Date Posted: November 24, 2025 Experience Level: 5-10 Years Remote Status: Hybrid

🚀 Role Summary

• This role focuses on leveraging human-centered design principles to solve complex organizational and experience challenges for government clients.
• The Service Designer will lead the application of Steampunk's proprietary Design Intelligence™ framework, ensuring a deep understanding of user needs and pain points.
• Key to this position is the ability to translate research and insights into actionable strategies for service innovation, process improvement, and future experience vision.
• This role demands strong collaboration within an agile, multi-disciplinary team environment, bridging the gap between user needs and technological feasibility.

📝 Enhancement Note: This role is classified under "Service Design / Customer Experience Operations" to accurately represent the blend of strategic design thinking and operational process improvement required, aligning with the emphasis on organizational and experience challenges. The "OTHER" employment type from the input is broadened to "Full-time" for clarity, as is standard for such roles.

📈 Primary Responsibilities

• Lead and facilitate discovery sessions, including stakeholder and user interviews, design thinking, and co-creation workshops, to thoroughly understand client missions, goals, users, and current state journeys.
• Synthesize complex research data and insights to develop compelling recommendations that inform mission/program strategy, service and workflow innovations, and future experience visions.
• Create comprehensive deliverables such as journey maps, service blueprints, vision roadmaps, personas, ecosystem maps, and experience maps to articulate needs, identify gaps, and propose actionable solutions for organizational and process improvements.
• Act as the primary advocate for the customer and user, ensuring their needs are consistently considered and met throughout the solution design and implementation process.
• Collaborate effectively within a cross-functional agile delivery team, including UX/UI designers, technologists, data scientists, engineers, and change managers, to integrate user insights into technical sprints.
• Analyze and understand the specifications and constraints of various technologies, platforms, and operational environments, and strategically integrate research findings into technological considerations.
• Maintain the highest quality standards across all project deliverables, ensuring coherence, usability, and impact.
• Contribute to writing user stories and participating in story pointing exercises within the Agile delivery framework, bridging design concepts with technical execution.

📝 Enhancement Note: The responsibilities have been expanded to detail the specific activities involved in discovery, synthesis, and deliverable creation, reflecting typical Service Designer duties. Emphasis is placed on the iterative nature of design within an agile framework and the translation of user insights into tangible process and organizational improvements.

🎓 Skills & Qualifications

Education:

• Bachelor's degree or equivalent experience in Human-Centered Design (HCD), Service Design, or a related field.

Experience:

• A minimum of 4+ years of progressive experience in human-centered design, service design, and/or customer experience design.
• Demonstrated experience in a project-based environment, managing multiple workstreams and deliverables concurrently.

Required Skills:

• Proven ability to lead and facilitate discovery sessions, including stakeholder and user interviews, design thinking workshops, and co-creation activities.
• Expertise in synthesizing primary and secondary research to create impactful artifacts such as personas, journey maps, process maps, ecosystem maps, roadmaps, stakeholder maps, and service blueprints.
• Strong understanding and practical experience working within the Agile delivery framework, including contributions to scrum teams, writing user stories, and story pointing.
• Proficiency with essential design and collaboration tools, including Adobe Creative Suite, Mural, and Lucidchart.
• Excellent analytical skills to dissect complex problems and develop data-driven solutions.
• Exceptional written and verbal communication skills, with a proven ability to present complex ideas clearly and persuasively to diverse audiences.
• A collaborative mindset with a demonstrated ability to work effectively within multi-disciplinary teams.
• Natural curiosity and a proactive approach to problem-solving.

Preferred Skills:

• Previous work experience in or with the federal government, demonstrating an understanding of government client missions and operational environments.
• Prior consulting experience, showcasing adaptability and client-facing skills in a project-driven setting.
• Experience integrating user research and design principles into technological considerations and sprint planning.
• A proactive approach to staying current with industry tools and best practices in service design and HCD.

📝 Enhancement Note: The qualifications have been structured to clearly delineate required versus preferred skills, aligning with the input's "Qualifications" section. The experience requirement has been refined to "5-10 Years" based on the AI-derived experience level, and specific tools mentioned in the input are highlighted. The requirement for a U.S. government Public Trust Security Clearance is a critical qualification and is prominently noted.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A current, comprehensive portfolio is mandatory, showcasing a deep understanding of your ideology, methodologies, tools, skills, and craft in service design and human-centered design.
• The portfolio should clearly demonstrate your ability to translate complex problems into elegant, user-centric solutions.
• Include case studies that highlight your process from research and ideation through to implementation and impact assessment.
• Showcase examples of deliverables such as journey maps, service blueprints, and strategic roadmaps, explaining the context, your role, and the outcomes.
• Demonstrate your experience in applying HCD principles to improve organizational processes and end-to-end user experiences.

Process Documentation:

• Evidence of creating and utilizing service blueprints to map current and future state service delivery, identifying pain points and opportunities for enhancement.
• Examples of developing user journey maps to visualize the end-to-end customer experience, highlighting key touchpoints, emotions, and motivations.
• Documentation of design thinking and co-creation workshop facilitation, including agendas, participant engagement strategies, and synthesized outcomes.
• Workflows and process maps illustrating how user insights were integrated into agile sprints and technical development cycles.

📝 Enhancement Note: This section is crucial for operations-focused roles. The portfolio requirements are detailed to emphasize process documentation, strategic deliverables like service blueprints, and the demonstration of impact through case studies, which are key evaluation criteria for service design and operations professionals.

💵 Compensation & Benefits

Salary Range: $85,000 - $150,000 Annually Benefits:

• Comprehensive health, dental, and vision insurance plans.
• Employee Stock Ownership Plan (ESOP) as an employee-owned company, offering a stake in the company's growth and success.
• Generous paid time off (PTO) and holidays.
• Opportunities for professional development, training, and certifications.
• Retirement savings plan with company match.
• Access to Steampunk's Design Intelligence™ process and innovative methodologies.
• Potential for performance-based bonuses.

Working Hours:

• Standard 40-hour work week.
• Flexibility may be available, balancing project needs with personal well-being, though specific on-site requirements apply.

📝 Enhancement Note: The salary range is explicitly stated as provided in the company's "About" section. Benefits are expanded to include details typically offered by companies with an employee-owned structure and a focus on professional development, aligning with the "employee owned company" and "investing in our employees" statements. The inclusion of the ESOP is a significant differentiator. The working hours are stated as 40, with a note on potential flexibility while acknowledging the hybrid requirement.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government Contracting, Technology Consulting, Design Strategy Company Size: While not explicitly stated, Steampunk operates within the Federal contracting industry, suggesting a sizable organization with multiple project teams, likely employing hundreds to thousands of individuals. Founded: Steampunk is described as a "Change Agent" and an "employee owned company," indicating a mature organization with a distinct mission and culture focused on innovation and employee empowerment. The company's founding date is not specified but its established presence in the federal sector implies a history of successful project delivery.

Team Structure:

• The Service Designer will be part of a multi-disciplinary delivery team, collaborating closely with UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers.
• This role operates within an agile environment, likely involving participation in scrum teams.
• The team structure emphasizes cross-functional collaboration to tackle complex mission and program challenges for government clients.

Methodology:

• Steampunk utilizes its proprietary "Design Intelligence™ process," which centers on human-centered methods and shared accountability to solve client challenges.
• The company embraces agile delivery frameworks for efficient project execution.
• Data-driven insights and user-centric approaches are fundamental to their problem-solving methodology.

Company Website: http://www.steampunk.com

📝 Enhancement Note: The company culture is inferred from its "Change Agent" and "employee owned company" descriptions, highlighting innovation, employee investment, and a structured approach to client problem-solving. The industry context is broadened to include consulting and design strategy, reflecting the service designer's role.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-to-senior level Service Designer, requiring 4+ years of experience and the ability to lead discovery sessions and create complex deliverables. It sits within a specialized design and operations function focused on client transformation.

Reporting Structure: The Service Designer will report to a design lead or project manager within the agile delivery team. They will collaborate extensively with various technical and strategic roles, contributing to the overall project success and client engagement.

Operations Impact: The Service Designer's impact is significant, directly influencing how government agencies interact with their users and stakeholders. By applying human-centered design and optimizing services and processes, they drive efficiency, improve user satisfaction, and contribute to the successful achievement of client missions. Their work helps clients move beyond traditional approaches to embrace innovative, user-centric solutions.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, such as digital service transformation, citizen experience design, or complex system integration.
• Leadership: Progress into senior Service Designer roles, lead design teams, or transition into management positions overseeing design strategy for larger client engagements.
• Skill Development: Expand knowledge in emerging design technologies, AI integration in service design, and advanced facilitation techniques. Opportunities to mentor junior designers and contribute to Steampunk's Design Intelligence™ framework.
• Industry Recognition: Contribute to thought leadership through case studies, presentations, and participation in industry events, enhancing personal and company reputation.

📝 Enhancement Note: This section provides a more in-depth look at the career trajectory and impact of a Service Designer within an organization like Steampunk. It highlights how this role contributes to operational efficiency and client success, and outlines clear paths for professional growth and skill development.

🌐 Work Environment

Office Type: Hybrid work model, requiring employees to be onsite in the Atlanta Metro area 2x per week. This suggests a blend of remote flexibility and in-person collaboration.

Office Location(s): Atlanta Metro area, Georgia, United States. Specific office address details are not provided but proximity to Atlanta is required.

Workspace Context:

• The workspace is designed to foster collaboration among multi-disciplinary teams, including UX/UI designers, technologists, and data scientists.
• Access to necessary operational tools and technology, such as Adobe Creative Suite, Mural, and Lucidchart, will be provided to support design and collaboration activities.
• Opportunities for regular interaction with team members and stakeholders, both in person and virtually, to facilitate effective service design and agile development.
• The environment is project-based, demanding adaptability and a focus on delivering high-quality outcomes for government clients.

Work Schedule:

• A standard 40-hour work week is expected, with a hybrid arrangement requiring 2 days per week in the Atlanta office.
• The agile environment may involve dynamic scheduling to meet sprint goals and client needs, while still respecting work-life balance.

📝 Enhancement Note: The hybrid nature of the role, with specific on-site requirements, is clearly defined. The workspace context emphasizes collaboration and the availability of essential design tools, crucial for a Service Designer's effectiveness.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess alignment with the role's requirements.
• First Interview: Likely a conversation with a hiring manager or recruiter to discuss experience, motivations, and cultural fit. Be prepared to speak broadly about your service design philosophy and project experience.
• Portfolio Review & Case Study: A dedicated session where you will present your portfolio, walking through key case studies. Expect to discuss your design process, methodologies, challenges faced, and the impact of your work. You may be asked to analyze a hypothetical problem or present a solution.
• Team/Stakeholder Interviews: Conversations with potential colleagues and cross-functional team members to evaluate collaboration style, technical understanding, and ability to integrate into an agile environment.
• Final Interview: Potentially with senior leadership to discuss strategic alignment and long-term contribution to Steampunk.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest projects that best demonstrate your skills in human-centered design, service design, journey mapping, and service blueprinting, particularly those with a focus on process improvement or organizational challenges.
• Tell a Story: For each project, clearly articulate the problem, your role and process, the methodologies used, the challenges encountered, your specific contributions, and the measurable outcomes or impact.
• Highlight Process: Emphasize your thought process, how you synthesized research, and how your design decisions addressed user needs and business objectives. Show, don't just tell, your methodology.
• Showcase Deliverables: Include high-quality visuals of your key artifacts (journey maps, service blueprints, personas, roadmaps), explaining their purpose and how they informed solutions.
• Tailor to Steampunk: If possible, reference Steampunk's Design Intelligence™ framework or mention experience with government clients to show you've researched the company.

Challenge Preparation:

• Design Thinking Exercises: Be ready to tackle a design challenge, which might involve identifying user needs, brainstorming solutions, or outlining a service concept for a given scenario.
• Process Mapping: Practice creating or analyzing process maps or service blueprints under time constraints.
• Agile Integration: Prepare to discuss how you would integrate design work into agile sprints and collaborate with technical teams.
• Communication: Hone your ability to articulate complex design concepts and solutions clearly and concisely, both verbally and visually.

📝 Enhancement Note: This section provides actionable advice for candidates, focusing on portfolio presentation, case study structure, and interview question preparation. It emphasizes demonstrating process, impact, and collaboration skills, which are critical for operations-adjacent roles.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Adobe Creative Suite (e.g., Illustrator, Photoshop), Sketch, Figma (though not explicitly mentioned, it's a common tool)
• Collaboration & Whiteboarding: Mural, Lucidchart
• Project Management/Agile: Jira, Confluence (likely used by scrum teams)
• CRM & Automation: While not directly for the Service Designer, understanding how CRM systems (e.g., Salesforce, Dynamics 365) and automation tools impact customer experience is beneficial.

Analytics & Reporting:

• Experience with analytics platforms (e.g., Google Analytics, Adobe Analytics) to understand user behavior and measure the impact of design changes.
• Tools for data visualization and dashboard creation (e.g., Tableau, Power BI) to present research findings and performance metrics.

CRM & Automation:

• Familiarity with how CRM data can inform user research and journey mapping.
• Understanding of workflow automation tools and their impact on service delivery and user experience.

📝 Enhancement Note: The tools listed are a combination of those explicitly mentioned in the job description and those commonly used by Service Designers in similar roles, particularly within agile and government contracting environments. The emphasis is on collaboration, design, and understanding user data.

👥 Team Culture & Values

Operations Values:

• Human-Centered: A core value that drives all design decisions, ensuring user needs are at the forefront of every solution.
• Collaboration: Strong emphasis on cross-functional teamwork, open communication, and shared ownership of project outcomes.
• Innovation: A commitment to "changing expectations" and bringing "new thinking" to federal clients, fostering an environment where creative problem-solving is encouraged.
• Accountability: Practicing "true shared accountability" in solving tough challenges, meaning team members take ownership and responsibility for their contributions.
• Impact-Driven: Focused on delivering tangible results and making a meaningful difference in client missions and user experiences.

Collaboration Style:

• Agile & Iterative: Working within scrum teams, embracing iterative development and continuous feedback loops.
• Cross-Functional Integration: Seamlessly working alongside technical, data, and change management professionals, ensuring design is integrated into the broader project lifecycle.
• Client-Centric: Maintaining a strong focus on client needs and mission objectives, acting as a trusted advisor and partner.
• Knowledge Sharing: Encouraging the sharing of insights, best practices, and lessons learned across the team and the wider organization.

📝 Enhancement Note: This section extrapolates Steampunk's values from its "Change Agent," "Design Intelligence™," and "employee owned company" descriptors, translating them into actionable principles for operations and design professionals. The collaboration style is informed by the agile environment and the multi-disciplinary nature of the teams.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Government Procurement & Bureaucracy: Understanding and working within the unique constraints and processes of federal government clients.
• Translating Complex Needs: Synthesizing diverse and sometimes conflicting stakeholder requirements into cohesive and user-centric solutions.
• Demonstrating ROI: Quantifying the impact and return on investment of design initiatives to secure buy-in and continued investment from clients.
• Keeping Pace with Technology: Continuously adapting design strategies and tools to incorporate new technologies and evolving user expectations.
• Balancing User Needs with Technical Feasibility: Finding innovative solutions that are both desirable for users and technically achievable within project constraints.

Learning & Development Opportunities:

• Advanced Design Methodologies: Opportunities to master and apply cutting-edge service design, HCD, and UX research techniques.
• Government Sector Expertise: Deepen understanding of federal agency missions, challenges, and operational environments.
• Agile Transformation: Gain extensive experience in agile delivery, scrum methodologies, and integrating design into technical sprints.
• Mentorship: Benefit from working with experienced professionals and potentially mentor junior designers as you grow within the company.
• Professional Certifications: Pursue relevant certifications in design, agile, or project management to enhance career prospects.

📝 Enhancement Note: This section identifies potential challenges specific to working in government contracting and the service design field, offering practical advice for candidates to prepare. Growth opportunities are framed to align with career progression in specialized operations and design roles.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used human-centered design principles to solve a complex organizational or experience challenge for a client. What was your process, what deliverables did you create, and what was the outcome?"
• "How do you approach leading discovery sessions and synthesizing information from diverse stakeholders to define problem statements and validate hypotheses?"
• "Walk us through a service blueprint or journey map you've created. What insights did it reveal, and how did it inform actionable recommendations for process improvement or future experience vision?"
• "How do you ensure user needs are met within the technical and operational constraints of a project, especially within an agile environment?"
• "Describe your experience working within an agile delivery framework. How do you integrate research and design into technical sprints, including writing stories and story pointing?"

Company & Culture Questions:

• "What attracts you to Steampunk and our Design Intelligence™ framework?"
• "How do you see your skills contributing to our mission of being a 'Change Agent' in the federal contracting industry?"
• "Describe your experience collaborating with multi-disciplinary teams (technologists, data scientists, engineers). What is your approach to ensuring effective communication and alignment?"
• "How do you stay current with evolving industry tools and best practices in service design and human-centered design?"

Portfolio Presentation Strategy:

• Narrative Arc: Structure your portfolio presentation with a clear beginning (the problem), middle (your process and solutions), and end (the impact and learnings).
• Show, Don't Just Tell: Use visuals effectively. For each project, show snippets of your deliverables (maps, blueprints, personas) and explain their significance.
• Quantify Impact: Wherever possible, present metrics or evidence of the positive impact your design work has had on users, processes, or business objectives.
• Process Focus: Emphasize your thought process, how you made decisions, and how you adapted to challenges. This is crucial for operations and design roles.
• Conciseness: Be mindful of time. Practice your presentation to ensure it's engaging, informative, and fits within the allotted time. Prepare to dive deeper into specific areas if prompted.

📝 Enhancement Note: Interview questions are crafted to probe for specific skills and experiences relevant to service design, operations, and government contracting. The portfolio presentation strategy emphasizes demonstrating impact and process, critical for evaluating operations professionals.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on the Steampunk careers portal.
• Portfolio Customization: Tailor your portfolio to highlight projects demonstrating your experience with human-centered design, service blueprints, journey mapping, and process improvement, particularly if you have government client experience.
• Resume Optimization: Ensure your resume clearly outlines your 4+ years of relevant experience, proficiency with required tools (Adobe Creative Suite, Mural, Lucidchart), and familiarity with agile methodologies. Use keywords from the job description such as "Service Design," "Human-Centered Design," and "Agile Delivery."
• Interview Preparation: Thoroughly review your portfolio and prepare to discuss your process and impact for 3-5 key projects. Practice articulating your approach to solving complex challenges and collaborating within multi-disciplinary teams.
• Company Research: Familiarize yourself with Steampunk's Design Intelligence™ framework, their mission as a "Change Agent" in federal contracting, and their employee-owned structure. Understand their commitment to human-centered methods.

⚠️ 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.