1. Design and facilitate thoughtful and ethical research (in collaboration with the team’s User Research Manager) to understand the service-related needs of residents, staff, leaders, and other stakeholders.
2. Design service solutions that work across channels of experience including digital and non-digital touchpoints (e.g., in-person interactions and physical service environments).
3. Visually communicate ideas, research synthesis, and prototypes, so stakeholders can align on concepts.
4. Develop compelling narratives that communicate the human experience to decision-makers, so they can make clear decisions that align with evidence and human need.
5. Work with UX designers, visual designers, content strategists, architects, and technologists to develop and build tools and resources (e.g., websites, apps, one-pagers, applications, the design of space, etc.) supportive of service improvement strategies.
6. Actively contribute to the field of service design through journal submissions, conference participation, and community skill-shares.
7. Strong visual design aesthetic
8. Experience in community-based and participatory design.
9. Experience in the social impact space on complex service challenges.
10. Experience in process improvement methodologies (LEAN, six-sigma, etc.).