Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Steampunk

Location: Atlanta, Georgia, United States

Job Type: Other (Full-time inferred)

Category: Service Design / Customer Experience Operations

Date Posted: May 21, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid (2 days onsite per week)

🚀 Role Summary

• Spearhead the application of human-centered design and Service Design principles to address complex organizational and customer experience challenges for government clients.

• Lead and facilitate high-impact discovery sessions, workshops, and co-creation activities to deeply understand client missions, user needs, and identify critical pain points and strategic opportunities.

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

• Develop and present key design artifacts such as journey maps, service blueprints, vision roadmaps, personas, and ecosystem maps to articulate complex problems and proposed solutions.

• Collaborate effectively within a cross-functional, agile delivery team, integrating user needs and design thinking into technical sprints and development cycles.

📝 Enhancement Note: While the title is "Service Designer," the responsibilities heavily lean into operations strategy, process improvement, and customer experience optimization within a government client context. This role requires a strong blend of design thinking and operational execution, making it highly relevant for professionals looking to bridge the gap between user experience and business operations. The "Other" employment type is interpreted as full-time based on the typical structure of such roles.

📈 Primary Responsibilities

• Discovery and Research Leadership: Lead all phases of the discovery process, including understanding client missions, stakeholder ecosystems, current state user journeys, and program objectives.

• Workshop Facilitation: Design and conduct effective workshops and interviews to frame user pain points, identify latent needs, define clear problem statements, and validate hypotheses.

• Insight Synthesis and Recommendation: Analyze and synthesize primary and secondary research data to generate actionable insights and strategic recommendations for organizational improvements, service innovations, and future experience visions.

• Artifact Creation: Develop a comprehensive suite of design deliverables, including detailed journey maps, service blueprints, vision roadmaps, personas, ecosystem maps, and stakeholder maps, to communicate findings and proposed solutions.

• Agile Collaboration: Actively participate in scrum teams, integrating user research and design insights into technical sprints, including writing user stories and contributing to story pointing.

• Cross-functional Teamwork: Collaborate seamlessly with a multi-disciplinary delivery team, including UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers.

• Technical Integration: Understand and articulate how research findings and design recommendations can be integrated within specific technology, platform, and operational constraints.

• Quality Assurance: Ensure all project deliverables meet the highest standards of quality, accuracy, and strategic alignment.

• Continuous Improvement: Stay abreast of evolving industry tools, best practices, and methodologies in service design and human-centered design, making recommendations for adoption as appropriate.

📝 Enhancement Note: The responsibilities emphasize a proactive, hands-on approach to understanding and solving complex problems for government clients, requiring a deep dive into operational processes and user behaviors. This goes beyond typical design tasks and involves strategic operational input.

🎓 Skills & Qualifications

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

Experience: 4+ years of progressive experience in human-centered design, service design, and/or customer experience design.

Required Skills:

• Demonstrated experience in conducting primary and secondary research, including stakeholder and user interviews.

• Proven ability to facilitate design thinking and co-creation workshops.

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

• Experience working within an Agile delivery framework and on scrum teams.

• Proficiency in integrating research and design into technical sprints, including writing user stories and story pointing.

• Strong understanding of user needs and experience within organizational and operational contexts.

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

• Exceptional written communication and presentation skills.

• Experience collaborating within multi-disciplinary delivery teams.

• Experience working in a project-based environment.

Preferred Skills:

• Previous work experience in or with the federal government.

• Previous work experience as a consultant.

• Familiarity with government contracting environments and requirements.

📝 Enhancement Note: The requirement for a Public Trust Security Clearance is a significant qualification for roles involving government clients, indicating a need for background checks and a certain level of trust. The emphasis on Agile and integrating research into sprints highlights a need for operational efficiency and adaptability.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

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

• Showcase case studies that highlight your process from problem identification through to solution implementation and impact, with a focus on organizational and process improvements.

• Include examples of how you've translated complex user research and stakeholder input into tangible design artifacts.

Process Documentation:

• Your portfolio should include examples of detailed service blueprints and journey maps that clearly articulate current state processes, pain points, and proposed future state optimizations.

• Provide evidence of your experience in defining problem statements, validating hypotheses, and developing actionable recommendations based on rigorous research.

• Showcase your ability to document and communicate complex service ecosystems and the interdependencies within them.

📝 Enhancement Note: For operations-focused roles like this, a portfolio is not just about visual design but about demonstrating a systematic approach to problem-solving, process mapping, and driving tangible improvements. The emphasis on "process maps" and "service blueprints" is critical.

💵 Compensation & Benefits

Salary Range: $85,000 - $150,000 Annually

Benefits:

• Comprehensive benefits package (details to be learned, but typical for a full-time role).

• Employee ownership structure at Steampunk, offering potential for profit sharing and long-term investment.

• Opportunities for professional development and growth within the company.

• Participation in impactful projects with government clients.

Working Hours: 40 hours per week.

📝 Enhancement Note: The salary range is provided, and the "Other" employment type is interpreted as full-time. The employee-owned structure is a significant benefit that differentiates Steampunk and offers unique career growth potential beyond standard compensation.

🎯 Team & Company Context

🏢 Company Culture

Industry: Federal Contracting (Homeland, Federal Civilian, Health, DoD sectors). Steampunk positions itself as a "Change Agent" in this industry.

Company Size: Based on LinkedIn data, Steampunk is between 201-500 employees, indicating a mid-sized organization with established processes but also agility.

Founded: Information not explicitly provided, but the company's focus on "Design Intelligence™" and its growth suggest a modern, forward-thinking approach to federal contracting.

Team Structure:

• Operates within a cross-functional, agile delivery team environment.

• Collaboration is key, involving UX/UI designers, technologists, data scientists, engineers, solution architects, and change managers.

Methodology:

• Employs a "Design Intelligence™" process, which is central to their approach.

• Utilizes human-centered methods to solve end-to-end organizational and experience challenges.

• Integrates research and design into technical sprints within an agile framework.

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

📝 Enhancement Note: Steampunk's identity as a "Change Agent" and its "Design Intelligence™" process suggest a culture that values innovation, strategic thinking, and a proactive approach to problem-solving, particularly in the often traditional federal sector.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at an experienced level (4+ years, with a 5-10 year AI-derived range), requiring independent contribution and leadership in design and discovery processes. It's a senior individual contributor role with significant influence.

Reporting Structure: While not explicitly detailed, the role works within cross-functional agile teams and likely reports to a Design Lead, Program Manager, or a senior Operations/Strategy lead within Steampunk. The emphasis on client interaction suggests a need for clear communication with project stakeholders.

Operations Impact: The Service Designer is critical in shaping client strategy, identifying operational inefficiencies, and driving the adoption of user-centric solutions. Their work directly impacts client mission success, service delivery effectiveness, and overall organizational experience, thereby driving operational excellence.

Growth Opportunities:

• Specialization: Deepen expertise in specific government sectors (Homeland, Health, DoD) or specialized design areas (e.g., complex systems design, organizational transformation).

• Leadership: Progress into lead designer roles, program management, or strategy consulting positions within Steampunk.

• Skill Development: Continuous learning in emerging design tools, agile methodologies, and federal government best practices.

• Client Relationship Management: Develop strong client relationships, leading to opportunities for influencing larger strategic initiatives.

📝 Enhancement Note: The role offers a unique pathway for design professionals to significantly influence operations and strategy within the federal government, providing a distinct career trajectory focused on impact and transformation.

🌐 Work Environment

Office Type: Hybrid work model, requiring 2 days per week onsite in the Atlanta Metro area. This suggests a blend of focused independent work and collaborative in-office engagement.

Office Location(s): Atlanta Metro area, Georgia, United States.

Workspace Context:

• Collaborative environment with multi-disciplinary teams, fostering knowledge sharing and cross-pollination of ideas.

• Access to relevant design and collaboration tools (Adobe Creative Suite, Mural, Lucidchart).

• The onsite requirement likely facilitates in-person workshops, client meetings, and team integration.

Work Schedule: Standard full-time work schedule (40 hours/week), with potential for flexibility depending on project demands and team agreements, common in agile environments.

📝 Enhancement Note: The hybrid model balances the need for deep work with the benefits of in-person collaboration, which is often crucial for complex design and operational problem-solving sessions.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely involves a review of your resume and portfolio to assess foundational skills and experience.

• Portfolio Presentation: Expect to present your portfolio, detailing specific projects, your design process, and the impact of your work. Be prepared to discuss your methodology, tools, and how you've addressed challenges.

• Behavioral & Situational Interviews: Questions will assess your problem-solving skills, collaboration style, experience with Agile, and ability to work with government clients.

• Technical/Case Study: You may be asked to work through a design challenge or discuss how you would approach a specific operational or user experience problem for a government client.

• Security Clearance: The ability to obtain a Public Trust Security Clearance will be a significant factor.

Portfolio Review Tips:

• Showcase Process: Clearly articulate your design process for each project. Highlight how you moved from understanding the problem to delivering a solution.

• Demonstrate Impact: Quantify the impact of your work whenever possible (e.g., improved user satisfaction, streamlined processes, cost savings).

• Highlight Operations Relevance: Emphasize projects that involved organizational change, workflow optimization, and strategic planning, aligning with the operational aspects of the role.

• Tool Proficiency: Explicitly mention and demonstrate your proficiency with required tools like Adobe Creative Suite, Mural, and Lucidchart.

• Client Context: If you have government client experience, make it prominent. Discuss your understanding of the unique constraints and opportunities in that space.

Challenge Preparation:

• Familiarize yourself with common human-centered design and service design challenges, particularly those relevant to government services.

• Practice articulating your thought process clearly and concisely, especially when discussing complex problems and solutions.

• Be prepared to discuss how you would integrate user feedback and operational constraints into your design solutions.

📝 Enhancement Note: The interview process will heavily scrutinize your portfolio and your ability to articulate a structured, human-centered approach to solving operational and experience problems. The security clearance is a critical gatekeeper.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Adobe Creative Suite (e.g., Photoshop, Illustrator, InDesign) is a core requirement.

• Collaboration & Ideation: Mural and Lucidchart are essential for workshops, journey mapping, service blueprints, and process visualization.

• General Productivity: Standard office software (e.g., Microsoft Office Suite, Google Workspace) is assumed.

Analytics & Reporting:

CRM & Automation:

• Experience with CRM systems or process automation tools might be indirectly relevant for understanding user journeys and operational workflows, though not a direct requirement for this role.

📝 Enhancement Note: Proficiency in Adobe Creative Suite, Mural, and Lucidchart is non-negotiable. These tools are central to the Service Designer's ability to create compelling artifacts and facilitate collaborative sessions, which are core to this operations-adjacent role.

👥 Team Culture & Values

Operations Values:

• Human-Centered Approach: Prioritizing the needs and experiences of users and stakeholders in all design and operational decisions.

• Data-Driven Insights: Utilizing research and data to inform strategy, validate hypotheses, and measure impact.

• Collaboration & Teamwork: Fostering a collaborative environment where diverse perspectives are valued and integrated.

• Innovation & Change Agency: Embracing new thinking and driving transformation within the federal contracting space.

• Quality & Excellence: Committing to high-quality deliverables and impactful solutions.

Collaboration Style:

• Highly collaborative, working within multi-disciplinary agile teams.

• Strong emphasis on cross-functional communication and integration with technical and business stakeholders.

• Open to feedback and iterative development processes.

📝 Enhancement Note: Steampunk's emphasis on "Design Intelligence™" and being a "Change Agent" suggests a culture that values proactive problem-solving and a commitment to delivering transformative solutions, rather than just executing tasks.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Government Client Structures: Understanding and adapting to the unique operational environments, procurement processes, and stakeholder dynamics within federal agencies.

• Integrating Design into Agile: Effectively embedding human-centered design principles and research findings into fast-paced, technical sprints.

• Translating Vision to Reality: Bridging the gap between aspirational future state visions and the practical, often constrained, realities of government technology and operations.

• Obtaining Security Clearance: Successfully navigating the process to obtain a U.S. government Public Trust Security Clearance.

Learning & Development Opportunities:

• Specialized Training: Opportunities to attend conferences, workshops, and pursue certifications in advanced service design, UX, and agile methodologies.

• Mentorship: Potential for mentorship from senior designers, strategists, and leaders within Steampunk's employee-owned structure.

• Project Variety: Exposure to a diverse range of government projects, offering broad learning experiences across different mission areas.

📝 Enhancement Note: The challenges are directly tied to the operational complexities of working with government clients and integrating design thinking into established, often rigid, operational frameworks. Growth is tied to mastering these challenges.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex organizational or service challenge you tackled using human-centered design. What was your process, what artifacts did you create, and what was the outcome?" (Focus on process, documentation, and impact).

• "How do you integrate user research and design thinking into an agile development cycle? Provide an example." (Highlight understanding of Agile, story writing, and sprint integration).

Company & Culture Questions:

• "What interests you about Steampunk's 'Design Intelligence™' process and its application in the federal sector?" (Research the company's mission and values).

• "How do you approach collaboration within a multi-disciplinary team, especially when working with technologists and data scientists?" (Demonstrate your teamwork and communication skills).

Portfolio Presentation Strategy:

• Narrative Flow: Structure your portfolio presentation as a story for each project, emphasizing the problem, your approach, your role, the tools used, and the measurable results.

• Process Emphasis: Clearly map out your methodology, from initial research and discovery to final deliverables. Use visual aids like process diagrams.

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

• Tool Demonstration: Be ready to briefly showcase your use of Adobe Creative Suite, Mural, and Lucidchart in your case studies.

📝 Enhancement Note: The interview will test your ability to articulate your design process, your understanding of operational integration, and your fit within Steampunk's innovative culture. Your portfolio is your primary tool for demonstrating these capabilities.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the provided link on the Steampunk careers portal.

• Portfolio Customization: Tailor your portfolio to highlight projects that demonstrate your experience in service design, journey mapping, service blueprinting, and organizational process improvement, especially if you have government client experience.

• Resume Optimization: Ensure your resume clearly articulates your 4+ years of experience, proficiency in required tools (Adobe Creative Suite, Mural, Lucidchart), and your ability to work in Agile environments. Use keywords from the job description.

• Interview Preparation: Practice presenting your portfolio and answering behavioral and situational questions, focusing on your problem-solving approach and collaborative skills.

• Company Research: Gain a deep understanding of Steampunk's "Design Intelligence™" process, their work in the federal sector, and their employee-owned culture to articulate your genuine interest.

⚠️ 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.