Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Steampunk

Location: McLean, Virginia, United States

Job Type: OTHER

Category: Service Design / UX Strategy

Date Posted: August 03, 2026

Experience Level: 10+ Years

Remote Status: On-site

🚀 Role Summary

• Lead the strategic implementation of human-centered design principles and methodologies to address complex organizational and experience challenges for government clients.

• Drive the development and execution of User Experience (UX) and Customer Experience (CX) strategies across digital platforms, including websites, mobile applications, and digital tools.

• Manage and mentor design teams, overseeing all design activities from initial planning and prioritization to final decision-making and execution.

• Conduct in-depth user research and usability testing to inform iterative design improvements and ensure optimal user interaction with digital products.

• Facilitate robust cross-functional collaboration, bridging communication gaps between product owners, designers, engineers, and client stakeholders to ensure successful service design implementation.

📝 Enhancement Note: This role is positioned as a Senior Service Designer, implying a significant level of autonomy, strategic input, and leadership. The emphasis on "Design Intelligence™" framework and "end-to-end organization and experience challenges" suggests a focus on holistic problem-solving beyond just UI/UX, extending into operational and strategic levels for government clients. The mention of "lawful immigration" provides a specific domain context for applying service design principles.

📈 Primary Responsibilities

• Guide government clients through Steampunk's proprietary Design Intelligence™ framework, applying human-centered methods to solve complex organizational and experience challenges.

• Lead the planning, prioritization, and execution of design activities, managing a design team and ensuring alignment with client mission objectives.

• Conduct comprehensive user research, including stakeholder and user interviews, and usability testing, translating insights into actionable design improvements.

• Develop and iterate on service blueprints, journey maps, information architecture, user flows, wireframes, and high-fidelity prototypes using tools like Figma.

• Facilitate co-creation workshops and design-thinking sessions to identify pain points, define problem statements, and validate hypotheses with diverse stakeholder groups.

• Ensure the consistent application of human-centered design principles across all service touchpoints and digital experiences.

• Collaborate closely with product managers, engineers, technologists, data scientists, and client product owners within an Agile/Scrum framework to ensure design feasibility and successful implementation.

• Synthesize research findings and data to communicate insights and strategic recommendations that shape mission strategy, service delivery, and workflow optimization.

• Provide plain language content strategy to simplify complex processes and enhance user understanding, particularly for users with diverse linguistic backgrounds.

• Balance user needs with business priorities and technical constraints to drive measurable results and enhance overall customer experience (CX).

• Integrate research and design considerations into technical sprints, including writing user stories and story pointing.

• Maintain a keen awareness of evolving industry tools, best practices, and technological trends, recommending adaptations as needed.

📝 Enhancement Note: The responsibilities highlight a blend of strategic leadership, hands-on design execution, and client-facing consulting. The emphasis on translating "mission/program strategy, service and workflow" indicates a deep connection between design outcomes and organizational goals, especially within the federal government context. The requirement to provide "plain language content strategy" is a specific tactical responsibility crucial for government services.

🎓 Skills & Qualifications

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

Experience:

• 10+ years of progressive experience in human-centered design, service design, and/or customer experience (CX) design.

• 5+ years of experience managing a design team and leading design-related planning, prioritization, and decision-making processes.

• Proven experience in a project-based environment, working with cross-functional teams.

• Experience transforming paper-based processes into optimized, digitally native workflows and experiences is a significant advantage. Required Skills:

• Demonstrated expertise in applying human-centered design principles and methodologies.

• Profound ability to conduct primary and secondary research, including stakeholder interviews, user interviews, design-thinking workshops, and co-creation sessions.

• Extensive experience in developing key design artifacts: personas, journey maps, process maps, ecosystem maps, roadmaps, stakeholder maps, and service blueprints.

• Advanced proficiency in design and collaboration tools, including Sketch, Mural, Figma, InVision, and the Adobe Creative Suite.

• Strong strategic thinking capabilities, with the ability to connect disparate workstreams, stakeholder groups, and ecosystems into a cohesive vision.

• Experience working within an Agile delivery framework, specifically on scrum teams, and integrating research and design into technical sprints.

• Excellent written communication and presentation skills, with the ability to articulate complex ideas clearly and persuasively.

• A collaborative nature and strong analytical skills, coupled with a natural curiosity for problem-solving.

• Ability to obtain a U.S. government Public Trust Security Clearance. Preferred Skills:

• Previous work experience in or with the federal government.

• Previous consulting experience.

• Experience in digital transformation initiatives.

📝 Enhancement Note: The extensive experience requirement (10+ years) and the need for design team management (5+ years) position this as a senior leadership role. The mandatory Public Trust Security Clearance is a critical qualification for government contracting roles. The emphasis on specific design artifacts like "service blueprints," "journey maps," and "ecosystem maps" signifies a need for deep practical experience in service design deliverables.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio is mandatory, showcasing your ideology, methodologies, tools, skills, and craft in service design and human-centered design.

• The portfolio must demonstrate your ability to translate user needs and business goals into tangible design solutions, including concepts, personas, user journeys, information architecture, user flows, wireframes, and visual design prototypes.

• Include examples of service blueprints, journey maps, and other artifacts that visualize end-to-end user experiences and identify areas for improvement.

• Showcase instances where your design work has led to measurable improvements in user experience, efficiency, or achievement of client mission objectives. Process Documentation:

• Provide evidence of your experience in documenting and optimizing end-to-end service processes, from discovery and research through to implementation and iteration.

• Demonstrate your ability to create and utilize service blueprints and journey maps to visualize complex service ecosystems and identify critical touchpoints and pain points.

• Showcase examples of how you have applied Agile methodologies, including writing user stories and participating in story pointing, to integrate design processes within development sprints.

• Illustrate your approach to iterative design and continuous improvement, detailing how feedback from usability research and stakeholder input is incorporated.

📝 Enhancement Note: The requirement for a portfolio demonstrating "ideology, methods, tools, skills, and craft" is standard for design roles but the emphasis on "service blueprints," "journey maps," and "ecosystem maps" specifically points to the need for a portfolio rich in service design deliverables. The explicit mention of documenting and optimizing end-to-end service processes and integrating design into Agile sprints reinforces the expectation for practical, process-oriented experience.

💵 Compensation & Benefits

Salary Range: $120,000 - $180,000 annually.

Benefits:

• Employee-owned company structure, offering potential for shared ownership and rewards.

• Opportunities for professional development, including training, certifications, and continuous learning.

• Comprehensive health, dental, and vision insurance plans.

• Retirement savings plan (e.g., 401k) with potential company match.

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

• Potential for performance-based bonuses and incentives.

• Access to resources and networks within the federal contracting and design communities.

Working Hours: Standard full-time work week, typically 40 hours. While the role is on-site, flexibility may be available depending on project needs and team collaboration requirements.

📝 Enhancement Note: The salary range of $120,000 - $180,000 is typical for a Senior Service Designer role in the McLean, VA area, reflecting the required experience level and specialized skills. The "employee owned company" aspect is a significant benefit that differentiates Steampunk and should be highlighted to potential candidates. The mention of "contractual requirements" influencing salary suggests that specific government contract stipulations might play a role in final compensation.

🎯 Team & Company Context

🏢 Company Culture

Industry: Federal Contracting, Technology Solutions, Design Services. Steampunk operates within the federal contracting space, focusing on delivering innovative solutions to government clients in sectors like Homeland Security, Federal Civilian agencies, Health, and the Department of Defense (DoD). Their unique approach, Design Intelligence™, aims to redefine client expectations for shared accountability in tackling complex mission challenges.

Company Size: Steampunk is an employee-owned company, suggesting a culture that values collaboration, shared success, and employee investment. The exact employee count isn't specified, but the "employee owned" status implies a significant workforce committed to the company's mission and growth.

Founded: Information on founding date is not explicitly provided, but the company's positioning as a "Change Agent" and its proprietary "Design Intelligence™ process" suggest a focus on modernizing federal services through design and technology.

Team Structure:

• The Service Design team likely comprises a mix of Senior Service Designers, UX/UI Designers, researchers, and potentially strategists, all working under a design lead or manager.

• Reporting structure will likely involve a Senior Service Designer reporting to a Director of Design, Chief Experience Officer, or a Program Manager, depending on the project.

• Cross-functional collaboration is central, with designers working closely with product managers, engineers, data scientists, solution architects, and change managers in an Agile environment. Methodology:

• Data-driven decision-making is paramount, leveraging user research, usability testing, and analytics to inform design and strategy.

• Workflow planning and optimization are core, with a focus on creating efficient, user-friendly services and digital experiences.

• Automation and efficiency practices are likely integrated, especially in transforming paper-based processes to digital workflows.

• The proprietary Design Intelligence™ process likely guides the overall approach to client engagements, emphasizing collaboration and shared accountability.

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

📝 Enhancement Note: The description of Steampunk as a "Change Agent" in federal contracting, utilizing "Design Intelligence™" and being an "employee owned company," provides crucial context for the company culture and operational philosophy. This implies a dynamic, forward-thinking environment that values innovation and employee contribution, which is highly relevant for senior-level operations and design professionals.

📈 Career & Growth Analysis

Operations Career Level: This role is classified as Senior Service Designer, indicating a high level of expertise and leadership. It signifies a professional who not only executes complex design tasks but also guides strategy, manages teams, and influences client direction. This level is typically a stepping stone to Principal Designer, Director of Design, or specialized leadership roles within the firm or client organizations.

Reporting Structure: As a Senior Service Designer, you would likely report to a Director of Design, VP of Experience, or a Program Director, depending on the specific client engagement and Steampunk's internal structure. You will also be responsible for managing and mentoring junior designers and cross-functional teams.

Operations Impact: The impact of this role is significant, directly influencing how government agencies interact with their citizens and internal users. By applying service design and UX strategies, this role aims to improve the efficiency, effectiveness, and user satisfaction of critical government services, ultimately contributing to mission success and public trust. The focus on transforming complex processes into user-friendly digital experiences has a direct operational and strategic impact.

Growth Opportunities:

• Leadership Advancement: Potential to move into a Principal Service Designer role, leading larger, more complex projects, or transition into management roles like Director of Design or Head of Experience.

• Specialization: Deepen expertise in specific government sectors (e.g., Homeland Security, Health) or advanced design disciplines (e.g., AI-driven service design, complex systems thinking).

• Client Relationship Management: Develop stronger client advisory skills, becoming a trusted partner for federal agencies seeking design and transformation expertise.

• Mentorship & Training: Opportunity to mentor junior designers, contribute to Steampunk's Design Intelligence™ framework development, and potentially lead internal training initiatives.

• Consulting Acumen: Enhance business development and proposal writing skills, contributing to the growth of Steampunk's service design practice.

📝 Enhancement Note: The "Senior" title, coupled with the description of leading teams and influencing strategy for government clients, clearly defines this as a high-impact, leadership-oriented position. The growth opportunities provided are tailored to senior design professionals, emphasizing advancement in leadership, specialization, and client advisory capacities within a federal contracting context.

🌐 Work Environment

Office Type: The role is designated as On-site in McLean, Virginia. This suggests a traditional office environment where collaboration and in-person client interactions are prioritized. Steampunk's culture as an employee-owned company may foster a more collaborative and engaging office setting.

Office Location(s): McLean, Virginia, provides proximity to federal agencies and government contractors in the Washington D.C. metropolitan area, facilitating easier client engagement and on-site project work.

Workspace Context:

• Collaborative Environment: Expect a workplace designed to encourage teamwork, with shared workspaces, meeting rooms, and areas for brainstorming sessions and co-creation workshops.

• Technology & Tools: Access to industry-standard design software (Figma, Sketch, Adobe Creative Suite), collaboration platforms (Mural), and potentially advanced prototyping tools. The environment will support the execution of complex service design projects.

• Team Interaction: Frequent interaction with a multi-disciplinary delivery team, including UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers, fostering a dynamic and knowledge-rich environment.

Work Schedule: A standard 40-hour work week is expected for this on-site role. While the core hours will be defined, the nature of consulting and government projects may occasionally require flexibility to meet client deadlines or critical project milestones.

📝 Enhancement Note: The on-site requirement in McLean, VA, is significant for government contracting roles, implying direct client engagement and potential for high-level strategic meetings. The description of the workspace emphasizes collaboration and access to essential design technology, crucial for a Senior Service Designer.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio by a recruiter to assess basic qualifications and alignment with the role's requirements.

• Hiring Manager Interview: A discussion with the hiring manager (likely a Design Director or Program Lead) to delve into your experience, leadership style, and approach to service design challenges. Be prepared to discuss your portfolio in detail.

• Design/Technical Interview: A session with peers or senior designers to assess your technical skills, design process, and problem-solving capabilities. This may involve a portfolio review or a design exercise.

• Client/Stakeholder Interview: Potentially an interview involving client representatives or key stakeholders to evaluate your ability to communicate, collaborate, and understand government client needs.

• Security Clearance Process: Initiation of the Public Trust Security Clearance process, which involves background checks and verification.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest projects that best showcase your end-to-end service design process, human-centered approach, and impact. Prioritize projects relevant to government or complex organizational challenges.

• Tell a Story: For each project, clearly articulate the problem statement, your role, the methodologies used (research, workshops, prototyping), the key decisions made, the challenges encountered, and the measurable outcomes or impact. Use visuals effectively.

• Highlight Process: Emphasize your process, from initial discovery and user research to iterative prototyping and implementation collaboration. Showcase artifacts like service blueprints, journey maps, and personas.

• Demonstrate Impact: Quantify results where possible (e.g., improved user satisfaction, reduced process time, increased adoption rates). If direct metrics are unavailable, articulate the qualitative impact and strategic value.

• Tool Proficiency: Subtly integrate mentions of your proficiency with required tools (Figma, Sketch, Mural, etc.) within your project descriptions.

Challenge Preparation:

• Design Thinking Practice: Be ready to discuss how you would approach a hypothetical government service design challenge, outlining your steps from problem framing to solution ideation.

• Agile Integration: Prepare to explain how you integrate design activities within an Agile/Scrum sprint cycle, including writing user stories and story pointing.

• Stakeholder Management: Practice articulating how you engage with diverse stakeholders (users, product managers, engineers, clients) and manage differing priorities or feedback.

• Plain Language: Consider how you would approach simplifying a complex government process into clear, accessible language for a diverse user base.

📝 Enhancement Note: The interview process is likely multi-stage, typical for senior roles, and includes a mandatory security clearance component. The portfolio review tips are specifically tailored to service design, emphasizing the demonstration of process, impact, and relevant artifacts like service blueprints and journey maps, which are critical for this role.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Essential for collaborative design, prototyping, and creating high-fidelity mockups and interactive prototypes. Expected to be used extensively for UI/UX design and service blueprint visualization.

• Sketch: A widely used vector design tool for creating user interface designs, wireframes, and prototypes. Proficiency may be required depending on legacy projects or team preference.

• Mural: A digital workspace for visual collaboration, ideal for running remote or in-person workshops, brainstorming sessions, journey mapping, and affinity diagramming.

• Adobe Creative Suite: Includes tools like Photoshop and Illustrator, which may be used for asset creation, image editing, and visual design elements within the broader design process.

• InVision: A prototyping and collaboration tool that can be used for creating interactive prototypes, gathering feedback, and streamlining design handoffs.

Analytics & Reporting:

• While not explicitly listed as a primary tool for the designer, understanding how to interpret data from analytics platforms (e.g., Google Analytics, Adobe Analytics) and user feedback reports will be crucial for informing design decisions and measuring impact. CRM & Automation:

• While the role is design-focused, an understanding of how services integrate with CRM systems or automated workflows (e.g., Salesforce, custom government platforms) will be beneficial for designing cohesive end-to-end experiences. Experience with workflow automation tools is a plus for understanding technical feasibility.

📝 Enhancement Note: The explicit mention of Figma, Sketch, Mural, InVision, and Adobe Creative Suite highlights the expected technical proficiency for this role. The emphasis on Figma and Mural points towards a modern, collaborative design workflow. While analytics and CRM tools are not primary requirements for the designer, understanding their function in the broader service ecosystem is crucial for holistic service design.

👥 Team Culture & Values

Operations Values:

• Human-Centered: A deep commitment to understanding and prioritizing user needs in all design decisions and service improvements.

• Data-Driven: Reliance on research, testing, and analytics to inform strategy, validate hypotheses, and measure the impact of design interventions.

• Collaborative: Strong emphasis on teamwork, open communication, and cross-functional partnership to achieve shared goals.

• Innovative: A drive to explore new ideas, apply cutting-edge design methods, and challenge conventional approaches to solve complex problems.

• Mission-Oriented: A dedication to supporting client missions, particularly within the federal government, and delivering solutions that have a tangible positive impact.

• Efficiency & Optimization: A focus on streamlining processes, improving workflows, and creating user experiences that are both effective and efficient.

Collaboration Style:

• Cross-functional Integration: Seamless collaboration with product managers, engineers, data scientists, and client stakeholders, fostering a shared understanding of user and business objectives.

• Process Review Culture: Openness to feedback, iterative design processes, and continuous improvement based on insights from team members and users.

• Knowledge Sharing: A culture that encourages sharing best practices, design learnings, and innovative approaches across teams and projects.

• Agile Partnership: Active participation in Agile ceremonies, working closely with development teams to ensure design intent is maintained throughout the development lifecycle.

📝 Enhancement Note: Steampunk's emphasis on "Design Intelligence™" and being an "employee owned company" suggests a culture that values innovation, collaboration, and employee empowerment. The listed values align with modern design practices and the requirements of working within the federal sector, highlighting a commitment to user impact and data-informed strategies.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Government Bureaucracy: Working within federal agencies often involves complex organizational structures, long procurement cycles, and established processes that can be challenging to influence or change.

• Balancing Diverse Stakeholder Needs: Government clients often have multiple stakeholders with competing priorities, requiring skillful negotiation and consensus-building to align on a unified service vision.

• Transforming Legacy Systems: Many government services rely on outdated technology or paper-based processes, presenting a significant challenge in designing and implementing modern, digitally native solutions.

• Security Clearance Requirements: The mandatory Public Trust Security Clearance process can be time-consuming and requires diligent attention to detail during the application and background check phases.

• Measuring Impact in Public Sector: Quantifying the impact of design interventions in the public sector can be more complex than in the private sector, requiring creative approaches to demonstrate value and ROI.

Learning & Development Opportunities:

• Advanced Design Methodologies: Opportunities to deepen expertise in specialized areas of service design, such as designing for AI-driven services, complex adaptive systems, or ethical design considerations.

• Federal Sector Expertise: Gain in-depth knowledge of specific government domains (Homeland Security, Health, DoD) and their unique operational challenges and user needs.

• Leadership and Consulting Skills: Develop skills in client advisory, business development, and leading large-scale transformation initiatives.

• Industry Conferences & Certifications: Support for attending relevant design and government technology conferences, and pursuing professional certifications to stay at the forefront of the industry.

• Internal Knowledge Sharing: Participate in and contribute to Steampunk's internal knowledge base, including the refinement of the Design Intelligence™ framework.

📝 Enhancement Note: The challenges identified are specific to the federal contracting environment and the nature of service design transformation. The growth opportunities are tailored to a senior role, focusing on expanding expertise, leadership, and strategic impact within Steampunk's specialized domain.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex government service you've redesigned. What was the problem, your approach, the key challenges, and the ultimate impact?" (Focus on demonstrating your end-to-end service design process, stakeholder management, and ability to handle complex, mission-critical projects.)

• "How would you apply Steampunk's Design Intelligence™ framework to a new client engagement focused on improving immigration services?" (Showcase your understanding of the framework and ability to adapt methodologies to specific client contexts.)

• "Walk us through your process for conducting user research and translating those insights into actionable design recommendations for a federal agency." (Highlight your research skills, ability to synthesize data, and communicate findings effectively to diverse audiences.)

• "How do you balance user needs with technical feasibility and client priorities, especially within the constraints of government projects?" (Demonstrate your pragmatic approach and ability to find optimal solutions.) Company & Culture Questions:

• "What attracts you to Steampunk and our mission in the federal contracting space?" (Research Steampunk's work, values, and recent projects. Connect your passion for public service and design innovation to their mission.)

• "How do you foster collaboration within a multi-disciplinary team, particularly when working with engineers and government stakeholders?" (Provide examples of your collaborative style and experience working in Agile environments.)

• "How do you ensure the user experience remains human-centered and accessible, especially for users who may not be native English speakers?" (Show your commitment to inclusive design and plain language content strategy.) Portfolio Presentation Strategy:

• Structure: For each project, clearly define the client/context, problem, your specific role, your process (research, ideation, prototyping, testing), key deliverables (service blueprints, journey maps, wireframes), challenges, and outcomes/impact.

• Visuals: Use high-quality visuals of your work, including artifacts like journey maps, service blueprints, wireframes, and prototypes. Ensure they are clear and easy to understand.

• Narrative: Tell a compelling story for each project, focusing on the "why" and "how," not just the "what." Emphasize your problem-solving approach and critical thinking.

• Conciseness: Be prepared to present your key projects within a defined timeframe, focusing on the most impactful aspects. Be ready to dive deeper into specific areas if asked.

• Tool Integration: Naturally weave in references to the tools you used (Figma, Mural, etc.) as part of your process explanation.

📝 Enhancement Note: The recommended strategy questions are designed to probe the candidate's experience with government projects, their understanding of Steampunk's unique methodology, and their core service design and collaboration skills. The portfolio presentation strategy emphasizes storytelling, visual clarity, and demonstrating impact, which are critical for senior design roles.

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📌 Application Steps

To apply for this Senior 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 your ability to manage design teams and projects, particularly within complex or government contexts.

• Resume Optimization: Clearly articulate your 10+ years of design experience and 5+ years of management experience. Use keywords from the job description such as "service design," "human-centered design," "UX strategy," "user research," "Figma," "Agile," and "service blueprints." Quantify achievements where possible.

• Interview Preparation: Practice articulating your design process, leadership style, and problem-solving approach using specific examples from your portfolio. Be prepared to discuss how you would tackle challenges within the federal government sector.

• Company Research: Thoroughly research Steampunk, their Design Intelligence™ process, their work in the federal sector, and their employee-owned culture. Understand their mission and how your skills can contribute to their success.

⚠️ 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.