SeniorServiceDesigner

ICF is seeking an experienced Service Designer to support federal clients in modernizing services, improving customer experience, and transforming complex, mission-critical systems. In this role, you will work across design, research, policy, operations, and technology to design and implement end‑to‑end service improvements that are human‑centered, feasible within federal constraints, and measurable at scale. **Job Location:** This position requires that the job be performed in the United States. If you accept this position, you should note that ICF does monitor employee work locations blocks access from foreign locations/foreign IP addresses and also prohibits personal VPN connections. **Key Responsibilities:** * Collaborate with UX/CX researchers to conduct qualitative and quantitative research with federal customers, frontline staff, and program leaders. * Analyze policy, operational workflows, and legacy systems to understand the full service ecosystem end-to-end. * Develop detailed current-state and future-state service blueprints and journey maps that show how people, processes, data, and technology interact. * Identify friction points and root causes across operations, contact centers, digital interfaces, and backend systems. * Communicate complex systems through clear, actionable visuals and documentation. * Design holistic services that align user needs, agency priorities, compliance requirements, and operational feasibility. * Develop future-state concepts, experience principles, operational recommendations, and implementation of roadmaps. * Prototype service changes including workflows, scripts, task flows, process updates, and policy concepts. * Ensure designs meet federal accessibility (Section 508), equity, privacy, and security standards. * Collaborate with researchers to test concepts with users, validate assumptions, and support iterative improvements. * Partner with product, engineering, and operational teams to ensure solutions are feasible and sc