Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Steampunk

Location: McLean, Virginia, United States

Job Type: OTHER

Category: Service Design / Customer Experience Operations

Date Posted: 2026-06-23

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• Lead the application of human-centered design (HCD) methodologies to address complex organizational and experience challenges for government clients.

• Facilitate discovery sessions and workshops to deeply understand client missions, user needs, and current state processes to identify key pain points and opportunities.

• Synthesize research findings and data into actionable insights and strategic recommendations that inform mission strategy, service innovation, and future experience visions.

• Develop critical design artifacts such as journey maps, service blueprints, and roadmaps to clearly articulate user needs, system gaps, and proposed improvements for organizational and process optimization.

• Collaborate effectively within cross-functional, agile teams, ensuring user and stakeholder needs are integrated into technical sprints and project deliverables.

📝 Enhancement Note: This role, while titled "Senior Service Designer," has significant overlap with Revenue Operations and GTM (Go-To-Market) strategy through its focus on understanding customer pain points, optimizing experiences, and driving organizational improvements. The emphasis on "end-to-end organization and experience challenges" and "enterprise opportunities" directly translates to improving customer lifecycles and internal operational efficiency, which are core tenets of RevOps. The requirement for creating "service blueprints" and "journey maps" aligns with mapping customer journeys and internal processes, a key function in operations.

📈 Primary Responsibilities

• Lead and facilitate comprehensive discovery phases, including stakeholder interviews, user research, and design-thinking workshops, to thoroughly understand client missions, goals, user ecosystems, and current state journeys.

• Frame identified pain points and opportunities into clear problem statements, validating hypotheses through rigorous research and analysis.

• Synthesize complex research data and qualitative insights into compelling narratives and actionable recommendations that will shape client mission strategy, drive service and workflow innovations, and define a clear future experience vision.

• Create and present high-fidelity design artifacts, including but not limited to personas, journey maps, service blueprints, vision roadmaps, ecosystem maps, and experience maps, to articulate user needs, identify critical gaps, and propose actionable recommendations for organizational and process improvements.

• Act as the primary advocate for the user and customer, ensuring their needs are central to proposed solutions and are effectively communicated and integrated across cross-functional agile teams.

• Understand and integrate the technical, platform, and operational constraints of client environments, ensuring research and design recommendations are feasible and aligned with technological considerations.

• Maintain the highest standards of quality for all deliverables across a diverse portfolio of projects, ensuring accuracy, clarity, and strategic alignment.

• Collaborate closely with UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers to ensure holistic problem-solving and seamless integration of design solutions.

• Contribute to the Agile delivery framework by participating in scrum teams, writing user stories, and assisting with story pointing, ensuring design work is integrated into technical sprints.

• Proactively stay abreast of evolving industry tools and best practices in service design, human-centered design, and customer experience, making recommendations for adoption and continuous improvement.

📝 Enhancement Note: The responsibilities clearly indicate a focus on process mapping, workflow innovation, and customer journey optimization, which are critical components of Sales Operations and Revenue Operations. The creation of service blueprints and journey maps directly supports the operational goal of understanding and improving the customer lifecycle, from initial engagement to ongoing support, thereby impacting revenue generation and customer retention.

🎓 Skills & Qualifications

Education:

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

• Minimum of 6 years of progressive experience in human-centered design, service design, customer experience (CX) design, or a closely related discipline, with a strong emphasis on problem-solving and strategic thinking.

• Proven experience working within project-based environments, demonstrating the ability to manage multiple workstreams and deliverables effectively.

• Experience integrating research and design insights into technical sprints within an Agile/Scrum delivery framework. Required Skills:

• Demonstrated expertise in primary and secondary research methodologies, including stakeholder and user interviews, ethnographic studies, and co-creation workshops.

• Proficient in synthesizing research findings into actionable insights and strategic recommendations.

• Advanced ability to create and interpret core service design artifacts: personas, journey maps, process maps, ecosystem maps, experience maps, stakeholder maps, and service blueprints.

• Strong strategic and holistic thinking capabilities, with the ability to connect dots across multiple workstreams, stakeholder groups, and complex ecosystems.

• Experience working within an Agile delivery framework, including participation in scrum teams, writing user stories, and contributing to story pointing.

• Proficiency with essential design and collaboration tools, including but not limited to: Adobe Creative Suite, Mural, and Lucidchart.

• Excellent analytical skills coupled with a natural curiosity for problem-solving.

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

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

• Previous work experience in or with the federal government, demonstrating an understanding of government client needs and operational environments.

• Previous consulting experience, with a proven track record of advising clients and driving impactful change.

• Experience working with technologists, data scientists, engineers, solution architects, and change managers in a multidisciplinary team setting.

📝 Enhancement Note: The "Required Skills" section strongly emphasizes process mapping, journey analysis, and strategic synthesis, which are core competencies for operations professionals. The ability to integrate research into Agile sprints and create service blueprints directly relates to optimizing workflows and customer lifecycles, key operational objectives. The mention of "connecting dots across multiple workstreams" and "stakeholder groups" highlights the cross-functional nature of operations roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing a strong ideology, a robust understanding of design methods, proficiency with relevant tools, and a high level of design craft.

• Demonstrations of how you have applied human-centered design principles to solve complex organizational and experience challenges, ideally with examples relevant to government or enterprise clients.

• Case studies detailing your process from initial discovery through to solution design and recommendation, highlighting your role and contributions.

• Evidence of creating and utilizing key service design artifacts (journey maps, service blueprints, personas, etc.) to articulate insights and drive strategic decisions. Process Documentation:

• Examples of how you have documented current state processes and mapped future state workflows, demonstrating a clear understanding of process optimization.

• Documentation of your approach to synthesizing research and data into actionable insights and strategic recommendations for organizational and process improvements.

• Portfolios should highlight your ability to translate user needs and pain points into tangible recommendations for service and workflow innovations.

📝 Enhancement Note: The requirement for a portfolio demonstrating the creation of journey maps, service blueprints, and process maps is directly aligned with the needs of operations roles focused on understanding and optimizing customer lifecycles and internal workflows. This section emphasizes the need to showcase a structured approach to process analysis and improvement, a fundamental aspect of operations.

💵 Compensation & Benefits

Salary Range:

• The projected annual salary range for this position is $120,000 to $180,000 USD. Benefits:

• Comprehensive health insurance (medical, dental, vision).

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

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

• Opportunities for professional development, training, and certifications.

• Employee ownership program, reflecting Steampunk's status as an employee-owned company, offering potential for profit sharing and equity.

• Access to resources and tools to support continuous learning and skill development in design and operations. Working Hours:

• Standard full-time work hours are expected, typically around 40 hours per week, with potential for flexibility based on project needs and client engagements.

📝 Enhancement Note: The salary range provided ($120,000 - $180,000) is typical for senior-level roles in specialized design and operations fields in the Washington D.C. metropolitan area, reflecting the required experience and the government contracting industry. The mention of "employee owned company" and "profit sharing" are significant benefits that can appeal to operations professionals seeking long-term career stability and a stake in company success.

🎯 Team & Company Context

🏢 Company Culture

Industry: Federal Contracting, Technology Services, Design Strategy, Management Consulting. Steampunk operates within sectors including Homeland Security, Federal Civilian agencies, Health, and the Department of Defense (DoD). Their unique approach, "Design Intelligence™," focuses on fundamentally changing client expectations for shared accountability in solving complex mission challenges.

Company Size: Steampunk is a growing mid-sized company, likely employing between 200-500 individuals, based on typical federal contracting firm structures and their stated focus on employee investment. This size allows for both structured processes and a more accessible, collaborative environment.

Founded: While the founding date is not explicitly stated, Steampunk positions itself as a modern "Change Agent" in the federal contracting industry, suggesting a relatively recent establishment or a significant reorientation towards design-led solutions.

Team Structure:

• The Service Design team operates within a multidisciplinary context, collaborating closely with UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers.

• Roles within the team are likely structured to support specific client engagements or mission challenges, with senior designers guiding project direction and junior members executing design tasks.

• Reporting lines would typically lead to a Service Design Lead, Director of Design, or a Program Manager, depending on the project. Methodology:

• Steampunk utilizes its proprietary "Design Intelligence™" process, which is inherently human-centered and focuses on shared accountability.

• This methodology involves deep discovery, iterative design, and a strong emphasis on understanding user needs and mission goals.

• Data analysis and insights are crucial for informing strategy, with a focus on tangible outcomes and measurable improvements to services and experiences.

• Workflow planning and optimization are core to the service design process, aiming to improve efficiency and effectiveness for clients.

• Automation and efficiency practices are likely integrated into solutions, especially when collaborating with technologists and engineers.

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

📝 Enhancement Note: Steampunk's focus on "Design Intelligence™" and "shared accountability" implies a culture that values deep collaboration, data-driven decision-making, and a proactive approach to problem-solving. This aligns well with operations roles that require cross-functional influence and a commitment to continuous improvement. The company's specialization in government sectors suggests a need for candidates who can navigate complex organizational structures and compliance requirements.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Senior Service Designer, indicating a mid-to-senior level within the design and operations spectrum. It requires significant independent work, leadership in client engagements, and the ability to mentor junior team members. For operations professionals, this equates to a role where they are expected to lead process improvement initiatives, mentor junior analysts, and contribute to strategic operational planning.

Reporting Structure: The Senior Service Designer will likely report to a Design Director, Program Manager, or a similar leadership role within Steampunk's project delivery structure. They will also work closely with various client stakeholders and internal technical teams, requiring strong stakeholder management and communication skills.

Operations Impact: The impact of this role is directly tied to improving the effectiveness and efficiency of government client operations. By redesigning services, workflows, and user experiences, the Senior Service Designer influences how government agencies serve their users, manage internal processes, and achieve their missions. This translates to tangible improvements in operational outcomes, cost savings, and user satisfaction, all critical metrics in operations.

Growth Opportunities:

• Specialization: Opportunity to deepen expertise in specific government sectors (Homeland, Civilian, Health, DoD) or specialized design disciplines (e.g., complex systems design, user research at scale).

• Leadership: Transition into roles with greater leadership responsibility, such as Design Lead, Program Manager, or Director of Design, managing teams and larger client engagements.

• Skill Development: Continuous learning and application of cutting-edge design thinking, service design, and HCD methodologies, with company support for professional development and industry best practices.

• Cross-functional Expertise: Develop a strong understanding of technology integration, data science applications, and change management through collaboration with diverse teams, enhancing overall GTM and operational strategy capabilities.

📝 Enhancement Note: The "Operations Impact" description directly mirrors the goals of Revenue Operations and GTM roles: improving efficiency, user satisfaction, and achieving mission objectives, which often correlate with revenue generation and retention. The growth opportunities highlight pathways that are common in operations, such as moving into leadership, specializing in particular areas of the business, and developing cross-functional expertise.

🌐 Work Environment

Office Type: This role is designated as "On-site," indicating a traditional office-based work environment. Steampunk likely maintains professional office spaces designed to foster collaboration and client engagement.

Office Location(s): The primary location is McLean, Virginia. This area is a hub for government contracting firms and federal agencies, offering proximity to key clients and industry partners. The office environment is expected to be professional and conducive to focused work and team collaboration.

Workspace Context:

• The workspace is designed to support collaborative work, likely featuring meeting rooms, open collaboration areas, and individual workstations.

• Access to necessary operations tools and technology, including design software, collaboration platforms (Mural, Lucidchart), and potentially project management systems, is expected.

• Opportunities for direct interaction with a multidisciplinary team (UX/UI designers, technologists, data scientists, engineers, solution architects, change managers) are inherent to the role, fostering a dynamic and knowledge-rich environment. Work Schedule:

• A standard 40-hour work week is typical, with specific daily hours potentially flexible to accommodate project deadlines and client needs. The on-site requirement suggests a structured schedule, though the Agile framework may introduce some dynamic adjustments to task management and collaboration rhythms.

📝 Enhancement Note: The on-site requirement and McLean, VA location suggest a professional, corporate environment common in the government contracting sector. This implies a structured approach to work and collaboration, which is often mirrored in well-defined operational processes and reporting lines.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess alignment with the role's requirements, particularly experience in HCD, service design, and relevant tools.

• First Interview (Recruiter/HM): Focus on your background, motivation for applying, understanding of Steampunk's mission, and initial assessment of cultural fit. Be prepared to discuss your career path and interest in government sector work.

• Technical Interview/Portfolio Review: A deep dive into your portfolio with the hiring manager or a senior design lead. You will be expected to walk through 2-3 key projects, explaining your process, methodologies, contributions, challenges, and outcomes. Emphasis will be on your strategic thinking, problem-solving approach, and ability to articulate complex design decisions.

• Team/Cross-functional Interview: Interaction with potential team members (e.g., UX designers, technologists) to assess collaboration style, communication skills, and ability to integrate into an agile, multidisciplinary team.

• Final Interview: Potentially with senior leadership, focusing on strategic alignment, leadership potential, and overall fit with Steampunk's values and mission.

Portfolio Review Tips:

• Curate Strategically: Select projects that best demonstrate your end-to-end service design process, from discovery and research to strategy, blueprinting, and recommendation. Prioritize projects that show impact on organizational or user experience improvements.

• Tell a Story: For each project, clearly articulate the problem, your role, the methodology used, key insights, the solutions developed, and the tangible outcomes or impact achieved. Use visuals effectively to illustrate your process and deliverables.

• Highlight Operations Relevance: Emphasize how your work led to process improvements, workflow optimizations, or enhanced customer journeys that align with operational efficiency and effectiveness. Quantify impact where possible (e.g., "reduced process steps by X%", "improved user task completion by Y%").

• Showcase Tools & Methods: Explicitly mention the tools (Adobe Creative Suite, Mural, Lucidchart) and HCD/service design methods employed in each case study.

• Address Constraints: Be prepared to discuss how you navigated technical, platform, or operational constraints within your projects.

Challenge Preparation:

• Case Study Analysis: Practice analyzing complex problems and framing them using HCD principles. Be ready to brainstorm potential solutions and outline a design process.

• Process Mapping Exercise: Familiarize yourself with creating service blueprints or journey maps quickly and effectively.

• Stakeholder Communication: Prepare to articulate design recommendations and their strategic value to different stakeholder groups