Sr. Service Designer

Our team operates as a startup within the Department of IT, and our team members wear many hats. We are both driving the strategy and execution of core projects and defining the engagement model and services for the Maryland Digital Service. We use data and modern research, design, and development methods to inform our decision making, and we collaborate with stakeholders within and outside of government to understand and solve challenges.

Maryland is an incredible place to build a career. As an employer, the Department of IT values inclusion, integrity, innovation, empowerment, and hard work. We offer a collaborative work environment, comprehensive health care and benefits, and impactful real-world challenges to grow and excel. If you're interested in working with a passionate team of people who care about the future of Maryland, start here.

STD 0024

100 Community Place, Crownsville, MD 21032

As a Sr. Service Designer, you will lead in the shaping of digital services to positively impact Maryland residents. The Sr. Service designer will talk to State agency stakeholders and the general public to develop a comprehensive understanding of the given problem and begin to ideate potential solutions. You will lead problem scoping, qualitative research, data analysis, ideation, prototyping and user testing activities as well as help plan and execute co-creation workshops with stakeholders.

The Sr. Service Designer will have specialized experience in multichannel end-to-end user experience, consulting, evaluating digital technology, project management principles, stakeholder coordination, and user research/service design management.

• Generate creative, bold solutions to public sector challenges. Lead human-centered design projects alongside a team of other innovators. Lead discovery sprints to support solutioning. This includes both diagnostic research to understand why a service is not performing as expected, and formative initial research on user needs, business problems, market research to inform path forward. Perform and manage user research, designing a research plan, identifying methodology, recruiting and conducting user interviews, and developing customer journey maps. Develop user journey maps to illustrate sentiment while accomplishing a goal. Develop service design blueprints to illustrate a new solution. Present user research findings to senior stakeholders. 
• Plan and execute co-creation workshops with stakeholders in order to propose the most viable solution for the given problem. Prototype and test potential solutions in order to validate ideas and iterate. 
• Maintain ongoing relationships and communication with stakeholders to ensure user-centered design process and constant feedback.
• Assist the Sr. Director of User Experience with budget, contracts and vendor management. 
• Work with the Sr. Director of User Experience on policy and procedure creation.

***This is a management service position which serves at the pleasure of the appointing authority***

Experience: 5 years experience in UX design, with demonstrated experience in user-centered design principles such as accessibility, plain language, prototyping, and discovery, experience with user research and prototyping tools such as Figma, Miro, or Optimal Workshop and experience facilitating workshops or delivering presentations/briefings to stakeholders and senior leadership. One of the 5 years needs to be in a supervisory role.

Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.

1. Two (2) years of demonstrated experience in Service Design methodology. 
2. Experience designing in a bureaucratic environment such as an enterprise organizations or in civic tech (state, local, federal, and non-profit organizations).

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

STATE OF MARYLAND BENEFITS

Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.

For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at Application.Help@maryland.gov or 410-767-4850, MD TTY Relay Service 1-800-735-2258.

We thank our Veterans for their service to our country.

People with disabilities and bilingual candidates are encouraged to apply.

As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.