GovServicesHub
Senior Service Designer
GovServicesHub - New York, New York, us, 10261
Work at GovServicesHub
Overview
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Overview
Brooklyn, United States | Posted on 04/07/2025
Job Location:
Brooklyn, NY 11201 (Hybrid: NYC field work + Remote)
Are you ready to apply Make sure you understand all the responsibilities and tasks associated with this role before proceeding.
Note:
This role involves fieldwork across all 5 NYC boroughs and remote work. Days on-site or remote vary based on project needs.
• Each candidate must submit a government-issued ID (Driver’s License or Passport) and provide three professional references (names, official emails, and phone numbers).
•
Portfolio link is required
in the résumé (must showcase service design artifacts, research, and system-level problem solving).
Job Description: The NYC Office of Technology and Innovation (OTI) seeks a
Senior Service Designer
to enhance MyCity’s service delivery through systems-level design, ecosystem mapping, service blueprints, and AI-powered tools. This hybrid role involves both remote work and onsite research/meetings across NYC’s five boroughs. The ideal candidate will be experienced in service design, user research, co-creation facilitation, and collaborating with Agile teams for continuous process improvement.
Specialty Areas: Service Design Leadership
– 8+ years of experience designing at-scale, facilitating stakeholder workshops, and delivering end-to-end service improvements. Systems Thinking
– Mapping full service ecosystems, back-end systems, user journeys, and touchpoints for redesign. AI-Driven Insights
– Applying AI for dynamic journey mapping, predictive improvements, and real-time sentiment analytics. Research & Testing
– Conducting field/user research, usability testing, and analytics for informed design decisions. Collaboration
– Working cross-functionally with product owners, UX teams, and developers to bring ideas to life. Responsibilities: Lead the design of adaptive, scalable, end-to-end service workflows. Conduct and synthesize user research through interviews, testing, contextual inquiry, and analytics. Design service blueprints, journey maps, and wireframes using tools like Figma, Miro, and Lucidchart. Facilitate co-creation workshops, design sprints, and stakeholder alignment sessions. Apply systems thinking to ensure cohesive digital and physical touchpoints. Collaborate with Agile teams and use Azure Boards for iterative service design refinement. Ensure all service touchpoints meet ADA/WCAG compliance through AI-powered audits and evaluations. Track service effectiveness through usability testing, real-time sentiment tracking, and behavioral analytics. Skill Matrix: Service Design / Systems Thinking
– 8+ (Required) Service Blueprinting & Journey Mapping
– 8+ (Required) Research (Quantitative & Qualitative)
– 8+ (Required) Tools: Figma, Miro, Lucidchart
– 5+ (Required) Agile Environments (Sprint Planning, Retros, etc.)
– 5+ (Required) ADA/WCAG Compliance
– 3+ (Preferred) AI-powered design insights and automation tools
– 2+ (Preferred) Collaboration with Product/UX/Dev Teams
– Required Analytics tools (GA, Power BI, Tableau)
– Preferred Mandatory Requirements: At least 8 years of experience in service design, systems thinking, or UX strategy. Proficiency with tools: Figma, Miro, Lucidchart, Azure Boards. Experience with co-creation workshops and agile design. Able to work both remotely and in the field across NYC boroughs. Preferred Qualifications: Experience in government, civic tech, or large-scale public service projects. Familiarity with AI-assisted accessibility tools and analytics platforms. Proven ability to balance user needs with business and technical constraints. Submission Requirements: • Three professional references (Names, official emails, phone numbers)
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Brooklyn, NY 11201 (Hybrid: NYC field work + Remote)
Are you ready to apply Make sure you understand all the responsibilities and tasks associated with this role before proceeding.
Note:
This role involves fieldwork across all 5 NYC boroughs and remote work. Days on-site or remote vary based on project needs.
• Each candidate must submit a government-issued ID (Driver’s License or Passport) and provide three professional references (names, official emails, and phone numbers).
•
Portfolio link is required
in the résumé (must showcase service design artifacts, research, and system-level problem solving).
Job Description: The NYC Office of Technology and Innovation (OTI) seeks a
Senior Service Designer
to enhance MyCity’s service delivery through systems-level design, ecosystem mapping, service blueprints, and AI-powered tools. This hybrid role involves both remote work and onsite research/meetings across NYC’s five boroughs. The ideal candidate will be experienced in service design, user research, co-creation facilitation, and collaborating with Agile teams for continuous process improvement.
Specialty Areas: Service Design Leadership
– 8+ years of experience designing at-scale, facilitating stakeholder workshops, and delivering end-to-end service improvements. Systems Thinking
– Mapping full service ecosystems, back-end systems, user journeys, and touchpoints for redesign. AI-Driven Insights
– Applying AI for dynamic journey mapping, predictive improvements, and real-time sentiment analytics. Research & Testing
– Conducting field/user research, usability testing, and analytics for informed design decisions. Collaboration
– Working cross-functionally with product owners, UX teams, and developers to bring ideas to life. Responsibilities: Lead the design of adaptive, scalable, end-to-end service workflows. Conduct and synthesize user research through interviews, testing, contextual inquiry, and analytics. Design service blueprints, journey maps, and wireframes using tools like Figma, Miro, and Lucidchart. Facilitate co-creation workshops, design sprints, and stakeholder alignment sessions. Apply systems thinking to ensure cohesive digital and physical touchpoints. Collaborate with Agile teams and use Azure Boards for iterative service design refinement. Ensure all service touchpoints meet ADA/WCAG compliance through AI-powered audits and evaluations. Track service effectiveness through usability testing, real-time sentiment tracking, and behavioral analytics. Skill Matrix: Service Design / Systems Thinking
– 8+ (Required) Service Blueprinting & Journey Mapping
– 8+ (Required) Research (Quantitative & Qualitative)
– 8+ (Required) Tools: Figma, Miro, Lucidchart
– 5+ (Required) Agile Environments (Sprint Planning, Retros, etc.)
– 5+ (Required) ADA/WCAG Compliance
– 3+ (Preferred) AI-powered design insights and automation tools
– 2+ (Preferred) Collaboration with Product/UX/Dev Teams
– Required Analytics tools (GA, Power BI, Tableau)
– Preferred Mandatory Requirements: At least 8 years of experience in service design, systems thinking, or UX strategy. Proficiency with tools: Figma, Miro, Lucidchart, Azure Boards. Experience with co-creation workshops and agile design. Able to work both remotely and in the field across NYC boroughs. Preferred Qualifications: Experience in government, civic tech, or large-scale public service projects. Familiarity with AI-assisted accessibility tools and analytics platforms. Proven ability to balance user needs with business and technical constraints. Submission Requirements: • Three professional references (Names, official emails, phone numbers)
#J-18808-Ljbffr