Senior Service Designer

eSimplicity is a modern digital services company that delivers innovative federal and commercial IT solutions designed to improve the health and lives of millions of Americans while defending our national interests. Our solutions and services improve healthcare for millions of Americans, protect our borders, and defend our country on the battlefield by supporting the Air Force, Space Force, and Navy.

Purpose and Scope:

This position aims to perform the full range of Sr. Service Designer duties and responsibilities. The incumbent of this position is expected to perform at a level considered to be senior in the user experience field, providing research and UX architecture support that incorporates best-in-practice design and research principles, standards, and methodologies.

Overview:

Are you passionate about building and delivering modern digital services for government and healthcare users? Are you an advocate for human centered design, user experience research, and customer-centric solutions? Do you have experience working in service design, with bonus points for experience in federal agency settings? Have you assisted other companies undergoing a digital transformation?

This Sr. Service Designer will have the opportunity to work with our multifunctional product team as they build out a critical service offering for the Centers for Medicare and Medicaid Services. In addition to leading pathfinding research, they will partner with our Principal Service Designer to empower delivery teams and their embedded Human-Centered Design personnel with a consistent, repeatable, agile approach to design operations. Further, they will support the unified cross-functional leadership team as we work towards a more consistent platform experience. Practically, we expect the role to split their time evenly across research, operations, and UX architecture activities. We do not anticipate substantive interface design responsibilities for this role, but fluency with modern software design systems and best practices are critical. Beyond the day-to-day work of service design on our project, you’ll also be well-positioned to champion HCD and user experience across CMS.

We are in uncertain times and ensuring great service for our government and healthcare customers is more important than ever.

Responsibilities:

• Work with cross-functional program leadership to design and execute strategic, mid-range research to determine the effectiveness of existing solutions, identify unmet user needs, and iterate impactful solutions.
• Collaborate on consistent, repeatable best practices for design and research operations.
• Support delivery teams as they work towards a more unified user experience across multiple disparate workstreams.
• Work with business and functional leaders to understand their challenges, determine the most appropriate HCD approach, and prioritize the projects that will have the most impact, contributing to our long-term HCD roadmap.
• Use design thinking principles and tools to facilitate sessions for a wide range of audiences with a focus on the customer and employee experience. Collaborate with peers, leadership, and customers to co-create solutions that align with our customer experience strategies.
• Establish best practices for service design on the project and educate relevant stakeholders about customer-centricity. Serve as an advocate and change champion with stakeholders for a user centric, research based, and design driven culture.
• Contribute to eSimplicity’s HCD community of practice, as well as build our partners’ HCD research knowledge base and practice development.

Requirements

Minimum Position Knowledge, Skills, and Abilities Required:

• Bachelor’s degree (B.A.) or equivalent from an accredited four-year college or technical school, specifically in computer science, information systems, engineering, business, or related scientific or technical discipline (i.e., UX design, visual design, industrial design)
• 4 - 7 years of related experience and/or training; or equivalent combination of education and experience.
• Must be able to obtain and maintain a Public Trust clearance.
• Must currently reside in the United States.
• Experience working on digital transformation and customer experience initiatives.
• Experience working in an agile environment or with agile teams.
• Experience working with UX for data-sensitive products.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of an organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Working Environment:

eSimplicity supports a remote work environment operating within the Eastern time zone so we can work with and respond to our government clients. Expected hours are 9:00 AM to 5:00 PM Eastern unless otherwise directed by

Occasional travel for training and project meetings. It is estimated to be less than 25% per year.

Benefits:

We offer a highly competitive salary and full healthcare benefits.

Equal Employment Opportunity:

eSimplicity is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, age, status as a protected veteran, sexual orientation, gender identity, or status as a qualified individual with a disability.