• Independently lead service design execution across multiple large and complex projects or workstreams as an individual contributor. • Demonstrate strong analytical and creative thinking on how to improve the end-to-end, front-to-back, and multi-modal user experience across your assigned product, project, or portfolio. • Understand the relevant policies, infrastructure, technology, and system constraints that affect the experience within a given government service. • Highlight potential gaps and areas of opportunity for improvement across the whole service, including client, staff, or processes, focusing holistically on all channels of interaction. • Use common service design methods and artifacts to document proposed service interventions and clearly communicate your understanding to the team and government partners of current and proposed future state of a service, such as journey maps, service blueprints, system diagrams, and ecosystem maps. • Define ways in which a service intervention’s impact can be measured and how impact metrics ladder up to stakeholder goals and user needs. • Participate in planning and carrying out user research activities and synthesizing research findings, typically in partnership with qualitative user researchers. • Create and test design interventions and/or hypotheses by creating low, mid, or high-fidelity prototypes. Use these to generate useful feedback and iterate towards the best solution for people impacted. • Partner closely with individual contributors and managers from other disciplines (e.g., engineering, research, product, data science, and program) to find elegant but practical solutions to design challenges. • Design and facilitate collaborative sessions/workshops with internal and external stakeholders to gather input on design directions, identify priority user stories to focus on, and drive alignment around strategic design directions. • Develop and maintain collaborative, professional relationships with government partners, CBOs, and advisory consultants necessary to achieve successful project outcomes. • Deliver presentations to internal and external partners that capture attention and convey key messages succinctly, using storytelling techniques and visual communication to highlight client and worker experience. • Participate in project or portfolio conversations and provide your input as a service design subject matter expert to inform strategic decisions about project and product direction. • Participate in operational and best-practices initiatives within the Service Design discipline and the broader User Experience department. • Act as a mentor to support more junior design staff in their work by pairing, coaching, and raising the quality bar of outputs. • Deliver constructive critical design feedback to UX and service design peers. • Serve as a champion of Service Design across the organization, participating in teaching and learning opportunities, and evangelizing human-centered design. • Contribute to the organization's credibility and thought leadership in design. • Other duties as assigned.