Principal Service Designer-11-145-Orange County – Center for Applied Research and Innovation

📍 Job Overview

Job Title: Principal Service Designer

Company: The Salvation Army Southern California

Location: Tustin, California, United States

Job Type: FULL_TIME

Category: Service Design / Applied Research

Date Posted: May 14, 2026

Experience Level: 3-5 Years Professional Experience

Remote Status: On-site

🚀 Role Summary

• Leads strategic service and systems redesign initiatives aimed at enhancing program effectiveness and user experience within social services.

• Applies human-centered research and systems thinking to translate insights into implemented changes that improve outcomes for individuals served and support frontline staff.

• Partners with leadership, staff, individuals with lived expertise, service providers, and city agencies to frame complex challenges and align cross-functional teams.

• Contributes to the development and operationalization of an applied innovation and learning lab, supporting experimentation and capacity building.

📝 Enhancement Note: This role is positioned as a senior contributor within an interdisciplinary design and research team, focusing on complex social challenges, particularly homelessness. The emphasis on "Principal" and "Applied Research and Innovation" suggests a strategic, hands-on leadership role with significant autonomy in driving design-led change within a mission-driven organization.

📈 Primary Responsibilities

• Lead end-to-end service and systems redesign for key Salvation Army programs focusing on homelessness and housing stability, such as Anaheim Emergency Shelter, Pathways, Center of Hope, and the Life Transformation Program.

• Design and deliver macro-level service redesign efforts to improve outcomes across various Orange County service touchpoints.

• Map current program journeys, workflows, and system interactions to identify friction points, equity gaps, and opportunities for redesign.

• Co-design future program services in collaboration with frontline staff, individuals with lived experience, and community partners, employing trauma-informed and dignity-centered practices.

• Develop implementation-ready artifacts including service blueprints, workflow diagrams, pilot plans, Standard Operating Procedure (SOP) updates, training tools, and measurement frameworks.

• Support program teams through pilot phases and implementation, establishing feedback loops, rapid iteration, and learning cycles.

• Conduct qualitative research, including interviews, focus groups, observations, participatory methods, and ethnographic fieldwork.

• Analyze and synthesize mixed-methods data to identify patterns, barriers, and system-level insights in collaboration with the design team.

• Apply ethical research practices, ensuring informed consent, confidentiality, participant dignity, and trauma-informed engagement.

• Support the operationalization of the CARI 3:20 Innovation Lab, including co-designing curriculum, workshops, and applied learning experiences.

• Co-facilitate design sprints, innovation workshops, and community-based labs aligned with the organization's strategic priorities.

• Contribute to CARI fundraising efforts by demonstrating impact through compelling program design, outcome-based evidence, and impactful storytelling.

• Translate research findings into practical guides and tools for decision-making by Salvation Army leaders and teams.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design leadership and hands-on execution. The "Service Design & Systems Redesign" section is clearly the primary focus, with "Applied Research & Ethics" and "Innovation Lab & Learning" serving as integral supporting functions. The expectation to "Supervise paid CARI interns" indicates a mentorship component.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong academic foundation in relevant fields such as Design, Social Work, Public Policy, Human-Computer Interaction, or a related discipline is implied by the nature of the work and required experience.

Experience: 3–5 years of professional experience in service design, systems design, human-centered design, or closely related fields. Demonstrated experience in redesigning services or systems with measurable impact is essential.

Required Skills:

• Proven expertise in human-centered design, service design, and applied design research methodologies.

• Strong qualitative research skills, including interviewing, focus groups, observation, and ethnographic fieldwork.

• Demonstrated experience in service blueprinting, journey mapping, and prototyping for service improvements.

• Proficient in facilitating co-design sessions, workshops, and innovation sprints with diverse stakeholder groups.

• Experience in analyzing and synthesizing mixed-methods data to derive actionable insights.

• Ability to create implementation-ready artifacts such as service blueprints, workflow diagrams, and pilot plans.

• Strong understanding and application of ethical research practices with human subjects, including informed consent and data privacy.

• Experience working within or a strong understanding of homelessness, housing, health, or social services systems.

• Ability to work independently and collaboratively in a mission-driven, faith-based environment.

Preferred Skills:

• Working knowledge of quantitative research and survey design.

• Experience with research protocols and ethics-informed practices (IRB-adjacent experience is a plus).

• Familiarity with social justice, equity, trauma-informed practice, and design justice principles.

• Experience facilitating community-based innovation events or hackathons.

• Experience supporting learning labs or innovation teams.

• Familiarity with digital whiteboards and collaboration platforms such as Mural, Miro, or FigJam.

• Proficiency in design and visualization tools like Canva, Figma, or Adobe Creative Suite.

• Experience with survey and research platforms like Qualtrics, Google Forms, or REDCap.

• Experience in curriculum co-design and applied learning facilitation.

📝 Enhancement Note: The requirements emphasize practical experience and a demonstrable portfolio over specific educational credentials. The "Minimum Qualifications" section explicitly states that an understanding of The Salvation Army's Christian mission is required, which is a critical cultural and philosophical alignment factor for this role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing end-to-end service design or systems redesign projects is mandatory.

• Projects should demonstrate the ability to identify complex problems, conduct user research, and translate insights into tangible service improvements.

• Evidence of implemented solutions and their measurable impact (e.g., improved outcomes, increased efficiency, enhanced user experience) is crucial.

• The portfolio should highlight experience in co-designing with diverse stakeholders, including individuals with lived experience.

Process Documentation:

• Candidates are expected to detail their process for mapping current service journeys, identifying friction points, and opportunities for redesign.

• Documentation of how research insights were synthesized and translated into actionable design strategies and implementation-ready artifacts is required.

• Examples of pilot plans, SOP updates, and measurement frameworks developed for implemented solutions should be presented.

• The portfolio should illustrate the candidate's approach to supporting program teams through pilots and implementation, including feedback loops and iteration.

📝 Enhancement Note: The job description explicitly states "Portfolio required, demonstrating service redesign work and implementation outcomes." This underscores the critical importance of a strong, results-oriented portfolio that showcases practical application and impact, rather than just theoretical design concepts.

💵 Compensation & Benefits

Salary Range: $75,000 - $90,000 per year.

Benefits:

• While specific benefits are not detailed in the provided text, typical benefits for full-time positions at organizations like The Salvation Army often include:

• Health, dental, and vision insurance.

• Paid time off (vacation, sick leave, holidays).

• Retirement savings plans (e.g., 401(k) with potential employer match).

• Life insurance and disability coverage.

• Opportunities for professional development and training.

• A mission-driven work environment with a focus on social impact.

Working Hours: The role is designated as FULL_TIME, implying approximately 40 hours per week. The description notes the ability to work independently and collaboratively, suggesting a structured work week with potential for flexible task management.

📝 Enhancement Note: The salary range is explicitly provided. The benefits are inferred based on standard offerings for full-time roles in similar non-profit organizations. Candidates are encouraged to inquire about the comprehensive benefits package during the interview process.

🎯 Team & Company Context

🏢 Company Culture

Industry: Social Services / Non-profit / Faith-Based Organization. The Salvation Army operates globally, with this specific role contributing to the Southern California division, focusing on critical human needs.

Company Size: The Salvation Army is a large, international organization. The Southern California division likely employs hundreds or thousands of individuals across various programs and locations. The "Center for Applied Research and Innovation" (CARI) team is described as "interdisciplinary," suggesting a focused, collaborative unit within the larger organization.

Founded: The Salvation Army was founded in 1865, bringing a long history of mission-driven service. CARI is positioned as an "emerging" innovation lab, indicating a forward-looking approach within the established organization.

Team Structure:

• The Principal Service Designer is part of CARI's "interdisciplinary design team," working closely with the Director of Design Strategy & Research.

• Collaboration is expected with leadership, frontline staff, individuals with lived expertise, service providers, and city agencies.

• The role involves supervising paid CARI interns, indicating a mentorship and team development aspect.

Methodology:

• The team employs systems thinking and human-centered research to drive service and systems redesign.

• Emphasis is placed on co-design, participatory methods, and trauma-informed, dignity-centered practices.

• The process involves mapping current states, identifying opportunities, prototyping solutions, piloting them, and iterating based on feedback.

• Ethical research practices and secure data management are integral to their approach.

• The CARI 3:20 Innovation Lab supports experimentation, co-design, and capacity building.

Company Website: https://www.socal.salvationarmy.org/ (Deduced from domain_derived)

📝 Enhancement Note: The company culture is deeply rooted in a Christian mission, emphasizing service, dignity, and compassion. The CARI team operates as a hub for innovation within this framework, blending applied research with practical design solutions for complex social issues.

📈 Career & Growth Analysis

Operations Career Level: This role is at a "Principal" level, indicating a senior position requiring significant expertise and leadership in service design and systems thinking. It signifies a key contributor capable of leading complex projects independently and influencing strategic decisions related to program design and operational efficiency.

Reporting Structure: The Principal Service Designer reports to the Director of Design Strategy & Research and works closely within an interdisciplinary design team. This structure suggests a collaborative environment with clear leadership oversight and opportunities for strategic alignment.

Operations Impact: The role has a direct and significant impact on the effectiveness of The Salvation Army's social programs, particularly those addressing homelessness and housing stability. By redesigning services and systems, the Principal Service Designer contributes to improved outcomes for vulnerable populations, enhanced efficiency for frontline staff, and strengthens the organization's capacity for innovation and sustainable impact. The role also contributes to fundraising by demonstrating program impact.

Growth Opportunities:

• Skill Advancement: Deepen expertise in complex social systems design, applied research ethics, and innovation lab management. Opportunities to lead larger, more strategic redesign initiatives.

• Leadership Development: Potential to mentor junior staff (interns) and contribute to the strategic direction of CARI. Experience in cross-functional leadership and stakeholder management.

• Specialization: Opportunity to become a subject matter expert in areas like homelessness solutions, trauma-informed design, or faith-based innovation within the social sector.

• Impact Expansion: Contribute to scaling successful interventions across broader regions or programs within The Salvation Army.

📝 Enhancement Note: The "Principal" title suggests a pathway for growth into leadership roles within CARI or other innovation/program development functions within The Salvation Army. The focus on impact and scaling provides clear avenues for career progression.

🌐 Work Environment

Office Type: The role is on-site in Tustin, California, within the "Center for Applied Research and Innovation" (CARI). This suggests a professional office setting conducive to collaborative work, research, and design activities. The environment is described as "mission-driven, faith-based," and "learning-oriented," implying a supportive yet purposeful atmosphere.

Office Location(s): Tustin, California, within Orange County. This location provides access to the community and partners served by The Salvation Army in the region.

Workspace Context:

• The workspace will facilitate collaboration with an interdisciplinary design team, leadership, and external partners.

• Access to digital collaboration tools (Mural, Miro, FigJam) and design/visualization software (Canva, Figma, Adobe) is expected.

• The environment supports hands-on work, research, and the development of practical solutions.

• Opportunities for direct engagement with frontline staff and individuals with lived experience are integral to the work.

Work Schedule: The position is full-time (approximately 40 hours per week). While an on-site presence is required, the emphasis on independent work suggests a degree of autonomy in managing tasks and project timelines within the standard work week. The nature of social services work may occasionally require flexibility for critical project needs or community engagement events.

📝 Enhancement Note: The on-site requirement is clear. The work environment is designed to foster collaboration, innovation, and direct engagement with the mission, balancing structured work with the realities of applied research and community-based design.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of application, resume, and mandatory portfolio to assess qualifications and fit.

• First Interview: Likely with the Director of Design Strategy & Research to discuss experience, approach to service design, and understanding of the mission. Expect questions about past projects and core competencies.

• Portfolio Presentation/Case Study: Candidates will likely be asked to present their portfolio, showcasing specific projects that demonstrate their skills in service redesign, systems thinking, and achieving measurable outcomes. This is a critical stage.

• Second Interview/Panel Interview: May involve meeting other members of the design team, leadership, or key stakeholders to assess collaboration style, cultural fit, and problem-solving abilities.

• Final Interview: Potentially with senior leadership to discuss strategic alignment and long-term vision.

Portfolio Review Tips:

• Highlight Impact: Focus on projects where you achieved measurable outcomes. Quantify results whenever possible (e.g., "reduced wait times by 20%," "improved client satisfaction scores by 15%").

• Showcase Process: Clearly articulate your design process, from problem definition and research to ideation, prototyping, implementation, and iteration. Use visuals like journey maps and service blueprints.

• Demonstrate Collaboration: Include examples of how you worked with diverse stakeholders, especially frontline staff and individuals with lived experience.

• Address Complexity: Showcase projects that tackled complex systemic issues, demonstrating your ability to navigate ambiguity and drive change in challenging environments.

• Tailor to Mission: Frame your work within the context of social impact and mission alignment, particularly highlighting experience with vulnerable populations or social services.

Challenge Preparation:

• Be prepared for scenario-based questions asking how you would approach a specific design challenge within The Salvation Army's context (e.g., redesigning an intake process, improving a client support pathway).

• Think about how you would apply human-centered design and systems thinking to address issues like homelessness or housing instability.

• Prepare to discuss ethical considerations in research and design, especially when working with sensitive populations.

• Have examples ready to illustrate your facilitation skills and ability to manage diverse stakeholder needs.

📝 Enhancement Note: The portfolio is explicitly stated as a requirement and will be a central focus of the review process. Candidates should prepare a compelling narrative that links their design work to tangible social impact and aligns with the organization's mission.

🛠 Tools & Technology Stack

Primary Tools:

• Digital Whiteboards & Collaboration: Mural, Miro, FigJam (candidates are expected to be familiar with at least one). These are critical for remote and in-person co-design sessions, journey mapping, and systems mapping.

• Design & Visualization: Canva, Figma, Adobe Creative Suite (or similar). Used for creating presentation materials, service blueprints, prototypes, and visual storytelling artifacts.

Analytics & Reporting:

• Survey & Research Platforms: Qualtrics, Google Forms, REDCap (or similar). For designing and deploying surveys, collecting research data, and potentially analyzing quantitative findings.

CRM & Automation:

• While not explicitly mentioned, familiarity with CRM systems (like Salesforce, used in many non-profits) and data management principles would be beneficial for understanding program delivery and client tracking. Data privacy standards are also highlighted as important.

📝 Enhancement Note: The job description specifically lists the required digital collaboration and design tools. Proficiency in these platforms is essential for day-to-day work and for presenting design concepts and research findings effectively.

👥 Team Culture & Values

Operations Values:

• Mission Alignment: A deep commitment to The Salvation Army's Christian mission of preaching the gospel and meeting human needs without discrimination.

• Dignity & Compassion: Upholding the dignity of all individuals, especially those served by the programs, and approaching work with compassion.

• Service Excellence: Striving for high-quality program delivery and continuous improvement in service design and systems.

• Collaboration & Humility: Working effectively in interdisciplinary teams, valuing input from all stakeholders, and maintaining a humble, learning-oriented mindset.

• Innovation & Impact: A drive to identify and implement innovative solutions that create measurable positive change.

• Equity & Justice: Commitment to addressing systemic barriers and promoting equity in service delivery.

Collaboration Style:

• Interdisciplinary: Working closely with diverse teams including leadership, frontline staff, individuals with lived experience, and external partners.

• Co-design Focused: Actively involving stakeholders in the design and problem-solving process.

• Learning-Oriented: Encouraging curiosity, feedback exchange, and continuous improvement through rapid iteration and learning cycles.

• Mission-Aligned: Ensuring all collaborative efforts are directed towards achieving the organization's overarching mission and strategic goals.

📝 Enhancement Note: The faith-based nature of The Salvation Army is a core cultural element. Candidates should understand and respect this foundation, demonstrating how their professional values align with the organization's mission and ethical framework.

⚡ Challenges & Growth Opportunities

Challenges:

• Systemic Complexity: Addressing deeply entrenched social issues like homelessness requires navigating complex systems with multiple stakeholders and often limited resources.

• Balancing Rigor and Compassion: Conducting research and designing services for vulnerable populations demands a sensitive approach that balances analytical rigor with empathy and trauma-informed practices.

• Driving Implementation: Translating design insights into implemented change within established organizational structures can be challenging, requiring strong change management and stakeholder engagement skills.

• Measuring Impact: Quantifying the impact of service redesign efforts, especially in social services, requires robust measurement frameworks and data collection strategies.

• Faith-Based Environment Integration: Effectively integrating design methodologies within a faith-based organizational culture requires sensitivity and clear communication of shared values.

Learning & Development Opportunities:

• Deepening Social Impact Expertise: Gaining extensive experience in designing solutions for critical social challenges like homelessness.

• Innovation Lab Development: Contributing to the establishment and growth of the CARI 3:20 Innovation Lab, learning about innovation infrastructure and capacity building.

• Cross-Sector Collaboration: Building strong relationships and understanding of various sectors including social services, government agencies, and community organizations.

• Advanced Design Methodologies: Further developing skills in participatory design, systems mapping, and applied research in complex environments.

• Mentorship and Leadership: Opportunities to mentor interns and potentially grow into more senior leadership roles within the design and research team.

📝 Enhancement Note: The role offers significant opportunities to tackle meaningful challenges with direct social impact. The learning curve involves mastering complex systems, ethical research, and driving change within a mission-driven context.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a complex service redesign effort. What was the challenge, your process, and the outcome?" (Focus on your portfolio projects.)

• "How do you approach understanding the needs of individuals experiencing homelessness and involve them in the design process?" (Highlight human-centered and co-design skills.)

• "Imagine you need to redesign the onboarding process for a new program. What are the first steps you would take?" (Demonstrate your systematic approach.)

• "How do you ensure ethical research practices when working with vulnerable populations?" (Emphasize informed consent, dignity, and data privacy.)

Company & Culture Questions:

• "What is your understanding of The Salvation Army's mission, and how does it resonate with your professional goals?" (Crucial for demonstrating mission alignment.)

• "How do you navigate working within a faith-based organization while applying design principles?" (Show respect for the context and ability to integrate.)

• "Describe your ideal team environment and how you contribute to a positive, collaborative culture." (Highlight humility, curiosity, and flexibility.)

Portfolio Presentation Strategy:

• Structure: Organize your presentation logically, perhaps by project, following your design process: Problem > Research > Solution > Implementation > Impact.

• Visuals: Use clear, impactful visuals. Service blueprints, journey maps, personas, and photos of prototypes or pilot phases are effective.

• Narrative: Tell a compelling story for each project. Explain the "why" behind your decisions and the impact of your work.

• Quantify: Whenever possible, use data and metrics to demonstrate the success of your interventions.

• Be Ready for Deep Dives: Anticipate detailed questions about your specific contributions, challenges faced, and lessons learned.

📝 Enhancement Note: Prepare to articulate your design philosophy, research ethics, and how you translate insights into tangible, implemented solutions. Demonstrating an understanding of and alignment with The Salvation Army's mission and values is paramount.

📌 Application Steps

To apply for this Principal Service Designer position:

• Submit your application through the provided link on Ultipro.

• Portfolio Customization: Ensure your resume and portfolio are tailored to highlight your experience in service design, systems thinking, human-centered research, and demonstrable impact within social services or similar complex environments.

• Resume Optimization: Clearly articulate your 3-5 years of relevant professional experience and any specific achievements related to service redesign or systems improvement. Use keywords from the job description.

• Interview Preparation: Practice presenting your portfolio, focusing on concrete examples of your process, collaboration, and measurable outcomes. Prepare to discuss your understanding of The Salvation Army's mission and how your skills align.

• Company Research: Thoroughly research The Salvation Army Southern California, its programs (especially those addressing homelessness), and the CARI initiative. Understand their mission, values, and the context in which this role operates.

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