Lead Specialist - Service Design

Description & Requirements

At Maximus, we are leading the way in digital transformation for our government clients.

The Lead Service Designer will play a pivotal role in our Digital Solutions organization and tell the story of how we are fundamentally changing public program experiences to improve service delivery aligned with the mission requirements of our customers.

Essential Duties and Responsibilities:
- Contribute to the development of service design solutions and services that solve for today's government service problems in innovative, feasible and desirable ways to bring transformative change to the citizens we serve and enable them to thrive and live better lives.

- Guide service design user engagements and research including observations, interviews, surveys, diaries, and other research methods.

- Champion a strategic, human-centered service design approach to create disruptive innovation and competitive differentiation.

- Support the business in moving ideas from high-level product vision and strategy through road mapping, planning, and execution

- Lead the design and facilitation of co-creation sessions, including immersion workshops, journey mapping and service blueprinting.

- Leverage a human-centered service design approach to rapidly gain deep understanding of citizen and organizational attitudes, behaviors, needs, pain points, opportunities, and aspirations to create innovative human service experiences.

- Frame design challenges, facilitate ideation, envision new concepts (challenge old ones), and rapidly prototype and evaluate designs.

- Use divergent design thinking techniques for the conceptual development of new experiences, products, services, processes and/or ecosystems, and converge innovative ideas to a set of digital and tangible solutions in partnership with team members, project stakeholders and business partners.

- Communicate insights, benefits, value propositions and design rationales to internal and external audiences in an intentional effort to move towards becoming a design-driven, people-centered organization.

- Create powerful narratives that communicate value propositions for the citizen and government using service models, customer journeys, storyboards, system maps, wireframes, interactive prototypes, and final design concepts.

- Collaborate with business, technology, product and design stakeholders to uncover customer and business goals, needs and objectives.

Translate these insights into intuitive and engaging experiences.

- Translate complex quantitative and qualitative analysis into understandable concepts that enhance and evolve the holistic service experience

- Assist with managing and prioritizing enhancement roadmaps to help drive strategy across different engagements

- Advocate for the customer through human-centered design methodologies, including: participating in design research, the creation of service and experience blueprinting, work session planning and facilitation, rapid...