Service Designer

📍 Job Overview

Job Title: Service Designer Company: Steampunk Location: McLean, Virginia, United States Job Type: OTHER Category: Design & User Experience Operations Date Posted: December 26, 2025 Experience Level: 5-10 Years Remote Status: On-site

🚀 Role Summary

• Lead the application of human-centered design principles and methodologies to solve complex organizational and experience challenges for government clients.
• Drive the development and execution of user experience (UX) strategies to optimize interactions across websites, mobile applications, and digital tools.
• Utilize advanced design methods and cutting-edge technology tools to elevate the overall customer experience (CX), particularly for individuals navigating the immigration process.
• Manage design team activities, including planning, prioritization, and decision-making, ensuring alignment with project objectives and client missions.

📝 Enhancement Note: While the title is "Service Designer," the responsibilities and required skills strongly align with a senior UX/CX role with a focus on service design within a consulting or government contracting environment. The emphasis on "Design Intelligence™ framework" and "solving end-to-end organization and experience challenges" suggests a strategic, consultative approach to design, integrating operational considerations.

📈 Primary Responsibilities

• Spearhead user research and usability testing initiatives, translating findings into actionable design improvements for digital products in collaboration with product managers and engineers.
• Actively participate in all discovery phases to thoroughly understand client missions, goals, stakeholder ecosystems, current state journeys, user segments, and program objectives.
• Facilitate workshops and conduct interviews to identify pain points, define problem statements, and validate hypotheses for service enhancements.
• Translate user needs into comprehensive design artifacts, including concepts, personas, user journeys, information architecture, user flows, wireframes, and visual design prototypes.
• Develop detailed low-fidelity and high-fidelity service blueprints and journey maps to visualize end-to-end user experiences, pinpointing areas for improvement and collaborating on service enhancements.
• Foster cross-functional collaboration by acting as a liaison between product owners, designers, engineers, and client stakeholders, ensuring service concepts are user-desirable and technically feasible.
• Design and iterate on service prototypes using tools like Figma to test, validate, and refine workflows, incorporating feedback from research and stakeholders.
• Uphold human-centered design principles and ensure consistency across all service touchpoints and digital experiences.
• Synthesize research and data to effectively communicate insights and provide strategic recommendations for mission/program strategy and service/workflow optimization.
• Communicate stakeholder and user needs within an agile, cross-functional team environment, integrating research and design into technical sprints.
• Understand and apply technical and operational constraints of platforms and technologies, ensuring research informs technological considerations.
• Provide plain language content strategy to simplify complex processes and enhance user understanding, especially for non-native English speakers.
• Balance user needs with product manager priorities and technical feasibility to achieve measurable business and mission outcomes.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design leadership, hands-on UX/service design execution, and strong stakeholder management. The emphasis on government clients and the immigration context suggests a need for sensitivity, clarity, and compliance in design solutions.

🎓 Skills & Qualifications

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

Experience:

• 3+ years of experience in human-centered design, service design, and/or customer experience design, with a proven track record of translating user needs into design artifacts (concepts, personas, journey maps, wireframes, prototypes).
• 3+ years of experience managing a design team and overseeing design-related planning, prioritization, and decision-making processes.
• Experience working within an Agile delivery framework and integrating research/design into technical sprints, including story writing and story pointing.
• Experience collaborating within multi-disciplinary delivery teams, including UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers.
• Experience working in a project-based environment.

Required Skills:

• Proficiency in design and collaboration tools, including Sketch, Mural, Figma, InVision, and Adobe Creative Suite.
• Demonstrated experience conducting primary and secondary research methods, such as stakeholder and user interviews.
• Proven ability to apply Design Thinking and co-creation workshop insights to create personas, journey maps, process maps, ecosystem maps, roadmaps, stakeholder maps, and service blueprints.
• Strategic and holistic thinking capabilities, with the ability to connect insights across multiple workstreams, stakeholder groups, and ecosystems.
• Strong analytical skills and a natural curiosity for problem-solving.
• Excellent written communication and presentation skills.
• Ability to obtain a U.S. government Public Trust Security Clearance.

Preferred Skills:

• Previous work experience in or with the federal government.
• Previous work experience as a consultant.
• Experience transforming paper-based processes into optimized, digitally native workflows and experiences.
• Desire to stay current with industry tools and best practices, making recommendations for optimal outcomes.

📝 Enhancement Note: The experience requirements suggest a mid-to-senior level role, demanding both individual contribution and leadership. The emphasis on government experience and security clearance is critical. The "Portfolio Essentials" section should heavily feature examples of these specific skills and experiences.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing your ideology, methods, tools, skills, and craft in human-centered design and service design.
• Specific case studies demonstrating your experience translating user needs into tangible design outcomes, such as concepts, personas, user journeys, information architecture, user flows, wireframes, and visual design prototypes.
• Examples of your experience conducting user research and usability testing, and how these insights informed design decisions.
• Demonstrations of your proficiency with design tools like Figma, Sketch, Mural, InVision, and the Adobe Creative Suite.
• Evidence of your ability to develop detailed service blueprints, journey maps, and process maps.
• Case studies illustrating your experience working within Agile/Scrum teams and integrating design into technical sprints.

Process Documentation:

• Examples of how you have documented user research findings, workshop outcomes, and design iterations.
• Documentation showcasing your process for developing and refining service blueprints and journey maps.
• Any documentation related to content strategy for simplifying complex processes and user experiences.
• Demonstrations of how you have collaborated with cross-functional teams, including engineers and product managers, to ensure design implementation and iteration.

📝 Enhancement Note: The portfolio is paramount for this role, serving as the primary evidence of a candidate's capabilities. It should clearly articulate the candidate's design process, problem-solving approach, and impact. For government-related roles, demonstrating an understanding of user needs within regulated or complex environments is often a plus.

💵 Compensation & Benefits

Salary Range: $85,000 - $150,000 annually.

Benefits:

• Comprehensive benefits package, detailed further on the Steampunk website.
• Employee ownership opportunities, reflecting Steampunk's commitment to its workforce.
• Potential for professional development and growth within a dynamic federal contracting environment.
• Opportunities to work on impactful government missions.

Working Hours: The role is on-site, implying a standard full-time work week. The company lists typical working hours as 40 hours per week, with potential for flexibility depending on project needs and team collaboration.

📝 Enhancement Note: The salary range is provided and falls within typical market rates for a Service Designer with 5-10 years of experience in the DC metro area, especially for roles requiring government clearance. The "OTHER" employment type is unusual and might refer to a specific contracting classification; clarification may be needed.

🎯 Team & Company Context

🏢 Company Culture

Industry: Federal Contracting, Technology Services, Consulting. Steampunk operates within the Homeland, Federal Civilian, Health, and DoD sectors, focusing on transforming client expectations through its "Design Intelligence™ process." Company Size: Employee-owned company, likely mid-sized to large within the federal contracting space, given its multi-sector focus and emphasis on employee investment. Founded: The founding date is not explicitly stated, but the company's emphasis on innovation and modern approaches suggests a relatively established entity that has evolved with technology.

Team Structure:

• The Service Designer will likely be part of a multi-disciplinary delivery team, working alongside UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers.
• Collaboration is a key aspect, bridging communication between product owners, designers, engineers, and client stakeholders.
• The role involves managing a design team, suggesting a potential leadership or senior individual contributor role with team oversight responsibilities.

Methodology:

• Steampunk utilizes its proprietary "Design Intelligence™ process," which incorporates human-centered methods to address end-to-end organizational and experience challenges.
• The company emphasizes shared accountability and solving tough mission challenges for its federal clients.
• Agile delivery frameworks are a core component of their project execution.

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

📝 Enhancement Note: Steampunk positions itself as an innovative "Change Agent" in the federal contracting industry. The "Design Intelligence™ process" is a key differentiator, indicating a structured, strategic approach to design and problem-solving that goes beyond typical UX services. The employee-owned structure suggests a strong internal culture and commitment to employee success.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a senior level, likely a Senior Service Designer or UX Lead, given the 3+ years of management experience and 3+ years of core design experience required. It involves guiding clients and managing design activities, indicating significant responsibility and autonomy.

Reporting Structure: The Service Designer will collaborate with various teams and stakeholders, including product managers, engineers, and client product owners. They will also manage a design team. The direct reporting line is not specified but is likely to a Director of Design, Program Manager, or a senior operations leader within Steampunk.

Operations Impact: The role directly impacts operational efficiency and effectiveness for government clients by improving user interactions with critical digital tools and services. Enhancing customer experience (CX) and simplifying complex processes contributes to mission success, client satisfaction, and potentially cost savings through optimized workflows.

Growth Opportunities:

• Specialization: Deepen expertise in specific government sectors (Homeland, Health, DoD) or advanced service design methodologies.
• Leadership: Progress into roles with broader team management, program oversight, or client-facing leadership within Steampunk's consulting practice.
• Skill Development: Continuous learning in emerging design technologies, UX research techniques, and federal government digital transformation trends.
• Consulting Acumen: Develop stronger client relationship management and strategic advisory skills.

📝 Enhancement Note: The growth opportunities are tied to both expanding design expertise and developing consulting/leadership skills within the federal sector. The emphasis on "Design Intelligence™" suggests potential for internal advancement in shaping and delivering this methodology.

🌐 Work Environment

Office Type: On-site, implying a traditional office setting for collaboration and client engagement. Office Location(s): McLean, Virginia. This location is in the heart of the Washington D.C. metropolitan area, a hub for federal government contractors and agencies.

Workspace Context:

• The environment is described as collaborative, with cross-functional teams working on complex government projects.
• Expect access to industry-standard design tools and technology necessary for UX/service design and prototyping.
• Opportunities for direct interaction with government clients and internal stakeholders will be frequent.
• The "Design Intelligence™ process" likely fosters a culture of innovation, problem-solving, and strategic thinking.

Work Schedule: Standard 40-hour work week, with the expectation of on-site presence. Flexibility may be offered based on project demands and team needs, but the primary arrangement is on-site.

📝 Enhancement Note: The on-site requirement in McLean, VA, is crucial for candidates. This location offers proximity to many federal agencies, facilitating easier client engagement and collaboration, which is a significant advantage for a consulting role.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of resume and portfolio for relevant experience, skills, and qualifications.
• Technical/Design Interview: In-depth discussion of design philosophy, process, and case studies. This will likely involve presenting portfolio work and discussing your approach to user research, service design, and problem-solving. Expect questions about your experience with government clients or complex systems.
• Team/Stakeholder Interview: Meeting with potential colleagues, product managers, and possibly client representatives to assess collaboration style, communication skills, and cultural fit.
• Security Clearance Verification: Confirmation of ability to obtain and maintain a U.S. government Public Trust Security Clearance.
• Final Interview: Potential discussion with senior leadership to finalize the decision.

Portfolio Review Tips:

• Structure: Organize your portfolio logically, perhaps by project type or by demonstrating your end-to-end design process.
• Storytelling: For each case study, clearly articulate the problem, your role, the process you followed (research, ideation, design, testing), the tools you used, the challenges faced, and the measurable outcomes or impact.
• Government Context: If you have federal government experience, highlight it. Showcase how you've adapted design principles to meet specific agency missions, regulatory constraints, or user needs within public service contexts.
• Process Emphasis: Clearly outline your "Design Intelligence™" approach or similar human-centered methodologies. Demonstrate your ability to create service blueprints, journey maps, and other strategic service design artifacts.
• Tool Proficiency: Visually showcase your work created with Figma, Sketch, Mural, InVision, and Adobe Creative Suite.

Challenge Preparation:

• Be prepared for potential design challenges or case studies that require you to think through a service design problem for a government client.
• Practice articulating your design rationale clearly and concisely.
• Prepare to discuss how you would balance user needs with technical feasibility and client objectives.
• Familiarize yourself with common government digital service platforms and challenges.

📝 Enhancement Note: The portfolio is the most critical component. Candidates should prepare to walk through 2-3 detailed case studies that showcase their full design process, problem-solving abilities, and impact, with a particular focus on service design and human-centered approaches.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (primary), Sketch, InVision.
• Collaboration & Ideation: Mural, Adobe Creative Suite.
• User Research & Testing: Tools not explicitly mentioned, but candidates should be proficient in various methods and associated software.

Analytics & Reporting:

• While not explicitly listed, a Service Designer in this context would benefit from understanding how to interpret data from analytics platforms (e.g., Google Analytics, Adobe Analytics) and translate it into design improvements.

CRM & Automation:

• Not directly applicable to the core Service Designer role, but an understanding of how design impacts user journeys within CRM or automated workflows could be beneficial.

📝 Enhancement Note: Proficiency in Figma is highlighted, making it a key tool. The inclusion of Mural indicates a strong emphasis on collaborative ideation and workshop facilitation. Candidates should be ready to discuss their experience with these tools and how they leverage them in their design process.

👥 Team Culture & Values

Operations Values:

• Human-Centered: A core tenet, focusing on understanding and serving user needs throughout the design process.
• Mission-Driven: Aligning design efforts with the critical missions of government clients.
• Collaborative: Working effectively within multi-disciplinary teams and with diverse stakeholders.
• Innovative: Applying "Design Intelligence™" and cutting-edge methods to solve complex challenges.
• Outcome-Oriented: Focusing on delivering measurable results and tangible improvements to services and experiences.
• Accountability: Embracing shared accountability in delivering successful outcomes for clients.

Collaboration Style:

• Highly collaborative, with a strong emphasis on cross-functional teamwork and open communication.
• Facilitative leadership style, guiding discussions and workshops to achieve consensus and drive decisions.
• Bridging communication gaps between technical teams, business stakeholders, and end-users.
• Embracing an Agile mindset, with iterative feedback loops and continuous improvement.

📝 Enhancement Note: The company culture emphasizes innovation, client impact, and employee ownership. The "Design Intelligence™" process likely embeds these values into their operational approach, requiring designers to be strategic thinkers and effective collaborators.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Government Bureaucracy: Adapting design solutions to the complex regulations, procurement processes, and stakeholder landscapes of federal agencies.
• Translating Complex Missions: Simplifying intricate government missions and processes into user-friendly digital experiences.
• Stakeholder Alignment: Gaining consensus and buy-in from diverse government stakeholders with potentially competing priorities.
• Data Synthesis for Impact: Effectively synthesizing qualitative and quantitative data to demonstrate the impact of design interventions on mission objectives.
• Pace of Change: Keeping up with evolving federal digital service standards and technological advancements.

Learning & Development Opportunities:

• Government Sector Expertise: Gaining deep knowledge of specific federal agencies and their operational challenges.
• Advanced Service Design: Further developing expertise in strategic service design, journey mapping, and blueprinting for complex systems.
• Consulting Skills: Enhancing client management, strategic advisory, and business development capabilities.
• Emerging Technologies: Exploring how new technologies can be integrated into federal service design.
• Leadership Development: Opportunities to lead teams, mentor junior designers, and contribute to Steampunk's methodology.

📝 Enhancement Note: The challenges are inherent to working within the federal government sector. Growth opportunities are substantial for individuals looking to build a career in government consulting and digital transformation.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used human-centered design to solve a complex organizational challenge for a client. What was your process, and what was the outcome?" (Focus on your "Design Intelligence™" approach or similar methodologies).
• "How would you approach understanding the mission and user needs for a government agency dealing with [specific issue, e.g., immigration processing, public health data]?" (Demonstrate your discovery and research planning skills).
• "Walk me through a service blueprint you created. What were the key insights, and how did it inform design decisions?" (Showcase your ability to visualize end-to-end services).
• "How do you balance user needs with technical constraints and client priorities in a project?" (Highlight your problem-solving and negotiation skills).

Company & Culture Questions:

• "What interests you about working with government clients, and specifically for Steampunk?" (Research Steampunk's mission and "Design Intelligence™" process).
• "How do you approach collaborating with cross-functional teams, including engineers and product managers, in an Agile environment?" (Emphasize your communication and teamwork skills).
• "How do you ensure consistency in user experience across multiple digital touchpoints?" (Discuss your understanding of design systems and brand consistency).

Portfolio Presentation Strategy:

• Select Strongest Cases: Choose 2-3 projects that best showcase your service design, UX, and problem-solving capabilities, ideally with government or complex system experience.
• Narrative Arc: For each project, clearly define the problem, your role, the process (research, ideation, design, testing), key decisions, challenges, and the measurable impact or outcome.
• Visuals: Use high-quality visuals of your artifacts (wireframes, prototypes, journey maps, blueprints).
• Process Clarity: Explicitly explain your methodology and how you applied human-centered design principles.
• Q&A Readiness: Be prepared to answer detailed questions about your design choices, the tools you used, and how you handled specific project challenges.

📝 Enhancement Note: Candidates should prepare to articulate their design process using the language of human-centered design and service design, and be ready to demonstrate how they've applied these principles in real-world scenarios, particularly those relevant to government operations.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on the Steampunk careers portal.
• Portfolio Customization: Ensure your resume and portfolio are tailored to highlight your experience in human-centered design, service design, UX strategy, and any relevant government sector work. Emphasize your proficiency with Figma and collaborative tools.
• Resume Optimization: Clearly list your experience with user research, journey mapping, service blueprints, and Agile methodologies. Quantify achievements where possible.
• Interview Preparation: Practice articulating your design process and showcasing your portfolio case studies. Be ready to discuss your understanding of government client needs and Steampunk's "Design Intelligence™" approach.
• Company Research: Familiarize yourself with Steampunk's mission, values, and their "Design Intelligence™" process. Understand the context of working with federal government 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.

---