Service Designer (DHS Cleared)

📍 Job Overview

Job Title: Service Designer (DHS Cleared) Company: Steampunk Location: McLean, Virginia, United States Job Type: Full-time Category: Service Design / User Experience Operations Date Posted: November 1, 2025 Experience Level: Mid-Senior Level (5-10 years implied) Remote Status: On-site

🚀 Role Summary

• Drive human-centered design strategies and user experience (UX) enhancements for government clients, focusing on digital tools and online interactions.
• Lead and manage design teams, overseeing the planning, prioritization, and execution of design activities within an Agile framework.
• Conduct comprehensive user research, usability testing, and stakeholder engagement to identify pain points and opportunities for service improvement.
• Develop and iterate on service blueprints, journey maps, wireframes, and prototypes using industry-leading design tools to visualize and refine end-to-end user experiences.
• Facilitate cross-functional collaboration, bridging communication between design, product management, engineering, and client stakeholders to ensure successful implementation of user-centric solutions.

📝 Enhancement Note: While the title is "Service Designer," the responsibilities and required skills strongly indicate a role that blends Service Design, UX Design, and potentially UX Management. The emphasis on "operations" in the context of government client work suggests a focus on optimizing the delivery and effectiveness of services through design. The "DHS Cleared" requirement is critical and implies work within a sensitive government environment. The implied experience level is mid-to-senior, given the management and leadership aspects of the role.

📈 Primary Responsibilities

• Manage and guide the design team, including planning, prioritization, and decision-making for design-related activities.
• Lead comprehensive user research initiatives, including interviews, usability testing, and co-creation workshops, to translate findings into actionable design improvements.
• Develop and execute User Experience (UX) strategies to enhance user interaction with websites, mobile applications, and digital tools for government clients.
• Create detailed service blueprints, journey maps, information architecture, user flows, wireframes, and high-fidelity prototypes using tools like Figma.
• Facilitate cross-functional collaboration by acting as a liaison between product owners, designers, engineers, and client stakeholders to ensure alignment and feasibility.
• Conduct workshops and interviews to effectively frame pain points, define problem statements, and validate hypotheses for service improvements.
• Ensure consistency in human-centered design principles across all service touchpoints and digital experiences.
• Provide plain language content strategy to simplify complex processes for diverse user groups, including non-native English speakers.
• Synthesize research and data to communicate insights and recommendations that shape mission strategy, service delivery, and operational workflows.
• Integrate research and design methodologies into Agile sprints, including writing user stories and participating in story pointing.
• Understand and leverage the specifications and constraints of various technologies, platforms, and operational environments to inform design decisions.
• Collaborate within a multi-disciplinary delivery team, including UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, hands-on design execution, and strong communication/collaboration skills, typical of a senior designer or design lead in a consulting or client-facing environment, particularly within the government sector. The "operations" aspect is embedded in optimizing how services are delivered and experienced.

🎓 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 (CX) design, with a proven ability to translate user needs into tangible design artifacts.
• 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, specifically on a scrum team, and integrating research and design into technical sprints.
• Experience in a project-based environment, demonstrating the ability to manage multiple workstreams and stakeholder groups.

Required Skills:

• Active DHS USCIS Public Trust Clearance (mandatory).
• Proficiency in design tools such as Sketch, Mural, Figma, InVision, and Adobe Creative Suite.
• Demonstrated experience in conducting primary and secondary research, including stakeholder and user interviews.
• Expertise in Design Thinking and co-creation workshop facilitation.
• Ability to translate research insights into personas, journey maps, process maps, ecosystem maps, roadmaps, stakeholder maps, and service blueprints.
• Strategic thinking and the ability to connect dots across multiple workstreams, stakeholder groups, and ecosystems.
• Strong analytical skills coupled with a natural curiosity for problem-solving.
• Excellent written communication and presentation skills.
• Collaborative nature and ability to work effectively within multi-disciplinary teams.

Preferred Skills:

• Previous work experience in or with the federal government, particularly with DHS or USCIS.
• Previous consulting experience.
• Experience transforming paper-based processes into optimized, digitally native workflows and experiences.
• Deep understanding of current industry tools, best practices, and the ability to recommend new approaches for optimal outcomes.

📝 Enhancement Note: The emphasis on an active DHS USCIS Public Trust Clearance is a non-negotiable requirement. The experience requirements are specific, and the "3+ years" in both design and management suggests a candidate who can lead while also executing. The inclusion of specific design tools and research methodologies points to a hands-on, detail-oriented approach.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A current portfolio is mandatory, demonstrating a strong understanding of ideology, methods, tools, skills, and craft in Service Design and UX.
• Showcase case studies that illustrate the end-to-end design process, from initial discovery and research to final implementation and impact.
• Highlight examples of how you have applied human-centered design principles to solve complex problems for users.
• Include examples of service blueprints, journey maps, personas, user flows, wireframes, and interactive prototypes.
• Demonstrate proficiency with tools like Figma, Sketch, Mural, and InVision through project examples.

Process Documentation:

• Provide evidence of creating and utilizing service blueprints and journey maps to visualize end-to-end user experiences and identify improvement areas.
• Showcase examples of how research findings (user interviews, usability testing) were synthesized into actionable design recommendations and integrated into product development cycles.
• Demonstrate experience in facilitating design thinking and co-creation workshops, documenting outcomes and their influence on service design.
• Include examples of transforming complex processes into simplified, user-friendly digital workflows.

📝 Enhancement Note: For a role involving government clients and complex service delivery, the portfolio is crucial. It needs to go beyond just visual design to demonstrate strategic thinking, process mapping, user research capabilities, and the ability to manage design projects from concept to execution. The "process documentation" aspect emphasizes the need to show how designs are mapped, tested, and refined.

💵 Compensation & Benefits

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

Benefits:

• Comprehensive health, dental, and vision insurance.
• Employee Stock Ownership Plan (ESOP) – Steampunk is an employee-owned company.
• Retirement savings plan (e.g., 401(k)).
• Paid time off (PTO), including vacation, sick leave, and holidays.
• Professional development opportunities, including training, certifications, and conference attendance.
• Potential for performance-based bonuses.
• Access to Steampunk's "Design Intelligence™" framework and resources.

Working Hours: 40 hours per week, with standard business hours expected for on-site work. Flexibility may be available based on project needs and team collaboration, but the role is primarily on-site.

📝 Enhancement Note: The provided salary range is specific and reflects a mid-to-senior level position in the Washington D.C. metropolitan area, considering the specialized nature of government contracting and the clearance requirement. The mention of an ESOP is a significant differentiator for Steampunk and a strong benefit for employees. The standard 40-hour week is typical for government contracts, with an on-site expectation.

🎯 Team & Company Context

🏢 Company Culture

Industry: Federal Contracting / Technology Consulting / Design Services within the Homeland Security, Federal Civilian, Health, and DoD sectors. Company Size: Steampunk is an employee-owned company, suggesting a culture focused on shared success and employee investment. The exact number of employees isn't specified, but the "Change Agent" description implies a dynamic and growth-oriented organization. Founded: The exact founding date is not provided, but the company emphasizes its "Design Intelligence™ process" and its role in transforming client expectations.

Team Structure:

• The Service Designer will manage a design team and collaborate closely with product managers, engineers, data scientists, solution architects, and change managers.
• The role involves integration within an Agile scrum team structure, requiring close communication and coordination.
• Cross-functional collaboration is a core aspect, emphasizing bridging gaps between technical teams, business stakeholders, and end-users.

Methodology:

• Design Intelligence™ Framework: Steampunk utilizes a proprietary framework to drive organizational and experience challenges.
• Human-Centered Design (HCD): This is a foundational methodology for the role, emphasizing user needs and experiences.
• Agile Delivery Framework: The team operates within Agile principles, requiring iterative development and close collaboration.
• Data-Driven Insights: Synthesizing research and data is key to informing strategy and design decisions.

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

📝 Enhancement Note: Steampunk positions itself as an innovative "Change Agent" in federal contracting, distinct from traditional firms, by leveraging its "Design Intelligence™ process." The employee-owned structure is a significant cultural indicator, suggesting a focus on employee empowerment and shared rewards. The emphasis on HCD and Agile aligns with modern design and development practices.

📈 Career & Growth Analysis

Operations Career Level: This role represents a mid-to-senior level position within a design or operations-focused consulting team. It requires a blend of individual contribution (design execution, research) and team/project leadership. The "Service Designer" title, combined with management responsibilities, suggests a path towards Design Lead or Senior UX Manager roles.

Reporting Structure: The Service Designer will likely report to a Program Manager, Director of Design, or a senior leader within the consulting practice. They will directly manage a team of designers and collaborate closely with project stakeholders and client representatives.

Operations Impact: The Service Designer's impact is measured by their ability to effectively translate client mission goals and user needs into improved digital services and experiences. This directly influences client satisfaction, operational efficiency, and the successful adoption of digital tools by government users. The "design intelligence" applied aims to solve complex mission challenges, thus having a significant strategic impact.

Growth Opportunities:

• Leadership Advancement: Progression to Senior Service Designer, Design Manager, or Director of UX/Design roles, overseeing larger teams and more complex projects.
• Specialization: Deepening expertise in specific areas like user research, service blueprinting, or digital transformation for government clients.
• Client Relationship Management: Developing stronger client-facing skills and contributing to business development efforts.
• Industry Expertise: Gaining extensive experience within the federal government sector and understanding its unique operational and procurement landscapes.
• Mentorship: Opportunities to mentor junior designers and contribute to the growth of the design practice within Steampunk.

📝 Enhancement Note: The career path for a Service Designer in this context is robust, moving from leading design initiatives to managing teams and influencing broader organizational strategy within the federal sector. The emphasis on "Design Intelligence™" suggests a unique development path tied to Steampunk's core methodologies.

🌐 Work Environment

Office Type: On-site, requiring a physical presence at the McLean, VA location. This suggests a collaborative office environment conducive to team meetings, workshops, and focused design work. Office Location(s): McLean, Virginia, United States. This location is in the heart of the D.C. metropolitan area, a hub for government contracting and technology firms.

Workspace Context:

• Collaborative Environment: The role necessitates close collaboration with a multi-disciplinary team, implying an open or semi-open office layout that facilitates easy communication and brainstorming.
• Tools & Technology: Access to industry-standard design software (Figma, Sketch, Adobe Creative Suite), collaboration platforms (Mural), and potentially specialized government-compliant systems.
• Team Interaction: Frequent interaction with designers, product managers, engineers, and client stakeholders is expected, fostering a dynamic and communicative work atmosphere.

Work Schedule: Standard 40-hour work week. While on-site, there may be some flexibility depending on project deadlines and team needs, but consistent availability during core business hours is crucial for effective collaboration and client engagement.

📝 Enhancement Note: The on-site requirement in McLean, VA, is a critical factor for candidates. This location is strategic for government contracting. The work environment is likely geared towards high collaboration and leveraging technology for design and project management.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of resume and portfolio to assess qualifications, experience, and clearance status.
• Technical Interview: Discussion focused on design methodologies, user research techniques, experience with specific tools (Figma, Sketch), and problem-solving approaches. Expect to discuss case studies from your portfolio.
• Design Exercise/Case Study Presentation: Candidates may be asked to present a portfolio piece in detail or work through a hypothetical design challenge relevant to government services. This will assess strategic thinking, process, and communication skills.
• Team/Cultural Fit Interview: Meeting with potential team members and leadership to assess collaboration style, communication effectiveness, and alignment with Steampunk's culture and values.
• Client/Stakeholder Interview (Potentially): Depending on the project, there may be an opportunity to engage with client representatives.
• Final Offer: Based on overall assessment.

Portfolio Review Tips:

• Showcase Process, Not Just Polish: Clearly articulate your design process, from problem definition and research to ideation, prototyping, and testing.
• Quantify Impact: Where possible, include metrics or qualitative feedback that demonstrates the positive impact of your designs on users or business objectives.
• Tailor to Government Context: Highlight any experience with government projects, understanding of user needs in public service, or ability to simplify complex government processes.
• Highlight DHS/USCIS Relevance: If you have specific examples of working on immigration, citizen services, or similar government digital platforms, emphasize these.
• Demonstrate Tool Proficiency: Be ready to discuss your use of Figma, Sketch, Mural, and other relevant tools in your projects.
• Prepare for Questions on Collaboration and Strategy: Expect to be asked about how you work with cross-functional teams and how you align design with strategic goals.

Challenge Preparation:

• Understand Government Service Design: Research common challenges and design principles for government digital services, focusing on accessibility, plain language, and user trust.
• Practice Articulating Your Process: Be ready to walk through a project from your portfolio, explaining your decisions at each stage.
• Prepare for "How Would You..." Questions: Anticipate questions about designing for specific user groups or addressing common service delivery issues.
• Focus on Human-Centered Principles: Always tie your solutions back to user needs and the overarching mission goals.

📝 Enhancement Note: The portfolio review is paramount. Candidates must be prepared to deeply explain their design process and demonstrate how they've applied human-centered methodologies to solve complex problems, especially within a government context. The DHS clearance requirement will be a primary filter.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (primary), Sketch, InVision.
• Collaboration & Ideation: Mural, potentially other whiteboarding tools.
• Research & User Testing: Tools for conducting user interviews and usability studies (specific tools may vary, but proficiency in the methodology is key).
• Project Management: Agile tools like Jira, Confluence (for user stories, sprint planning, documentation).

Analytics & Reporting:

• Experience interpreting user analytics to inform design decisions (e.g., Google Analytics, Adobe Analytics – though specific tools may vary).
• Ability to synthesize data from various sources to communicate insights and recommendations.

CRM & Automation:

• While not core to the Service Designer role, understanding how design integrates with broader customer experience platforms and workflows may be beneficial. Familiarity with CRM concepts and workflow automation principles is a plus.

📝 Enhancement Note: Figma is highlighted as a primary tool, indicating its importance in the team's workflow. Proficiency in collaboration tools like Mural is also expected, reflecting a modern, distributed or hybrid work approach to ideation. The ability to work within Agile project management systems is essential.

👥 Team Culture & Values

Operations Values:

• Human-Centered: A deep commitment to understanding and serving user needs is paramount.
• Data-Driven: Decisions are informed by research, testing, and analytics.
• Collaborative: A strong emphasis on teamwork, open communication, and cross-functional partnership.
• Innovative: Encouraging new thinking and creative problem-solving to address complex challenges.
• Accountability: Taking ownership of design outcomes and their impact on client missions.
• Efficiency: Striving to optimize processes and digital experiences for both users and the organization.

Collaboration Style:

• Cross-Functional Integration: Actively working with diverse teams (product, engineering, data, client) to ensure holistic solutions.
• Feedback-Driven: Open to constructive criticism and iterative improvement based on input from peers, stakeholders, and users.
• Knowledge Sharing: A culture that encourages sharing best practices, learnings, and insights within the team and across the organization.
• Agile Mindset: Embracing flexibility, adaptability, and continuous improvement in team processes and project execution.

📝 Enhancement Note: Steampunk's emphasis on "Design Intelligence™" and being a "Change Agent" suggests a culture that values proactive problem-solving and innovative approaches. The employee-owned structure likely fosters a sense of shared purpose and a focus on collective success.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Government Procurement & Constraints: Understanding and working within the specific regulations, timelines, and technical limitations of federal government projects.
• Balancing Diverse Stakeholder Needs: Reconciling the requirements of end-users, internal client stakeholders, and technical feasibility within a complex organizational structure.
• Simplifying Complex Processes: Translating intricate government policies and procedures into intuitive and easy-to-use digital experiences.
• Demonstrating ROI for Design: Clearly articulating the value and impact of design initiatives to government clients who may have traditional metrics for success.
• Keeping Pace with Evolving Technologies: Continuously learning and adapting to new design tools, methodologies, and emerging technologies relevant to government services.

Learning & Development Opportunities:

• Specialized Training: Access to training in advanced service design techniques, government IT modernization, or specific domain areas (e.g., immigration services).
• Industry Conferences: Opportunities to attend relevant conferences focused on UX, government IT, and design thinking.
• Mentorship Programs: Guidance from senior leaders within Steampunk to develop leadership and strategic consulting skills.
• Exposure to Diverse Projects: Working on a variety of federal projects to broaden experience across different agencies and mission areas.
• Certification Pursuits: Support for obtaining relevant certifications in Agile, UX, or government contracting domains.

📝 Enhancement Note: The challenges are specific to the government contracting environment, requiring adaptability and a strong understanding of client context. The growth opportunities are geared towards developing expertise in a niche but critical sector, with a clear path for leadership and specialization within Steampunk's framework.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex government service or process you have designed or improved. Walk us through your approach, the challenges you faced, and the outcome." (Focus on your process, user research, and impact.)
• "How do you balance the needs of end-users with the technical constraints and policy requirements of a government agency?" (Highlight your strategic thinking and problem-solving under constraints.)
• "Imagine you need to design a new digital tool for [specific government function, e.g., processing applications]. What would be your first steps in understanding user needs and defining requirements?" (Demonstrate your discovery and research methodology.)
• "How do you ensure inclusivity and accessibility in your designs, particularly for diverse user populations common in government services?" (Emphasize your commitment to human-centered principles.)

Company & Culture Questions:

• "What interests you about Steampunk and our Design Intelligence™ framework?" (Research the company's mission, values, and approach.)
• "How do you contribute to a collaborative team environment, especially when working with technical or non-design stakeholders?" (Provide examples of your teamwork and communication skills.)
• "How do you stay current with the latest trends in Service Design and UX, and how would you apply them to government digital services?" (Show your commitment to continuous learning and industry awareness.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your role, the process you followed, the solutions you designed, and the results achieved.
• Emphasize Your "Why": Explain the rationale behind your design decisions, linking them back to user needs and business/mission goals.
• Showcase Your Process: Use diagrams, mockups, and artifacts to illustrate your journey from research to final design.
• Be Ready for Deep Dives: Anticipate detailed questions about your user research methods, tool choices, and problem-solving approaches.
• Highlight Collaboration: Explain how you worked with cross-functional teams and stakeholders throughout the project lifecycle.

📝 Enhancement Note: The interview process will heavily scrutinize your understanding of service design within a regulated, government context. Be prepared to articulate your strategic thinking, problem-solving skills, and ability to translate complex requirements into user-centric solutions, all supported by your portfolio.

📌 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, user research, and your ability to manage design initiatives. Specifically, emphasize any experience relevant to government services or complex process optimization.
• Resume Optimization: Clearly state your active DHS USCIS Public Trust Clearance. Use keywords from the job description such as "Service Design," "User Experience," "Human-Centered Design," "Agile," "Figma," and "Stakeholder Engagement." Quantify achievements where possible.
• Interview Preparation: Practice articulating your design process and showcasing your portfolio. Prepare specific examples to answer strategy and behavioral questions, focusing on your experience with government clients or similar complex environments.
• Company Research: Thoroughly research Steampunk, its "Design Intelligence™" framework, and its mission in the federal contracting space. Understand their values and how your skills align with their approach to solving client challenges.

⚠️ 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.