Service Designer III

Description

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Job Requirements

Fearless is seeking a senior-level Service Designer to help federal agencies transform how they deliver public services. As a Service Designer III, you will lead efforts to map end-to-end service ecosystems, identify pain points across channels and silos, and co-create solutions that improve both user and operational outcomes. The Service Designer III is an adept storyteller and design leader who defines and delivers interactive experiences, products, and services. They focus on both strategic and implementation disciplines, developing end-to-end solutions from research through release that address user pain points and uncover opportunities for innovation. The Service Designer III sets the future vision for products and services that inspire people while meeting user, customer, and business needs. Their leadership ensures quality design delivery across complex services and cross-functional teams.

The Impact You Will Create:

This project supports the modernization of a large-scale federal disclosure and data management platform. The work involves designing, developing, and maintaining a secure, cloud-based system that improves how information is submitted, processed, and accessed by the public. The team will leverage Agile, DevSecOps, and user-centered design practices to deliver scalable, high-impact digital services that enhance transparency, compliance, and accessibility. Efforts include building modern APIs and web interfaces, implementing Zero Trust security, automating testing and deployments, and driving continuous improvement through cloud-native and AI-enabled solutions.

Your Responsibilities in This Role:

• Lead discovery and framing of service ecosystems, identify root causes of service breakdowns, and define outcomes across user and operational journeys.
• Create and maintain service blueprints, experience maps, user personas, ecosystem diagrams, and capability maps that span digital and non-digital touchpoints.
• Facilitate workshops, interviews, and co-creation sessions with internal teams, federal stakeholders, and public users to surface insights and align solutions.
• Analyze how policies, regulations, and backend processes influence service delivery. Design interventions that are viable, feasible, and desirable.
• Define KPIs and service-level metrics aligned with human and business goals. Track changes over time and make recommendations for iterative improvements.
• Apply inclusive design principles, ensure accessibility, and center equity in service outcomes for underserved communities.
• Develop compelling visual artifacts and storytelling materials to communicate findings, strategies, and opportunities to technical and non-technical stakeholders.
• Work closely with UX designers, engineers, and delivery leads to align service goals with product roadmaps and Agile team activities.
• Provide guidance to junior designers and researchers on service design methods, ethics, and systems thinking approaches.

Work Experience

Skills and Qualifications We Require at Fearless:

At Fearless, we seek candidates who blend technical know-how with sharp problem-solving and advisory skills to drive real impact in the communities we serve. Here are the key qualifications for this role.

• Ability to possess a public trust
• 7+ years of experience in service design, human-centered design, experience strategy, or related fields.
• Strong portfolio showcasing service design artifacts, systems thinking, and multi-channel design interventions.
• Expertise in mapping tools and experience facilitating cross-functional workshops.
• Demonstrated experience working with public sector stakeholders or mission-driven organizations.
• Strong knowledge of human-centered design practices, service blueprinting, and user journey mapping.
• Ability to synthesize qualitative and quantitative data into actionable insights and opportunities.
• Familiarity with Agile/Scrum delivery teams and the intersection of service design with product development.
• Excellent written, verbal, and visual communication skills.
• Experience working with or inside federal agencies. Knowledge of federal service delivery standards, digital policy, and CX mandates (e.g., Executive Order 14058, OMB Circular A-11, Section 280, Section 508).
• Familiarity with tools like Salesforce, Drupal, or case management systems and how they shape operational workflows.
• Experience with human services, regulatory programs, grants management, or public benefit delivery.

Physical Requirements:

• Ability to sit for extended periods while working on a computer or during meetings.
• Must be able to travel occasionally to client sites or company meetings.
• Ability to communicate effectively via phone, email, and in-person, requiring clear speech, listening, and written communication skills.
• Ability to move within an office environment, including reaching for files, using office equipment, and occasional light lifting (up to 10 pounds).