Service Designer

Founded in 2007, Initiate Government Solutions (IGS) is a Woman-Owned Small Business and a fully remote IT services provider supporting federal partners nationwide. We deliver innovative Enterprise IT and Health Services solutions with a strong focus on data analytics, health informatics, cloud migration, AI, and the modernization of federal information systems.

Our vision is to be a health IT trendsetter, continuing to solve the nation’s most challenging healthcare IT issues by conceiving, designing, and building solid, creative, and innovative open-source solutions.

Our mission is to innovate, design, and deliver tailored solutions that balance technical advancement with cost-awareness while providing exceptional service.

IGS is currently recruiting a remote Service Designer to support our work with a federal customer.

Assignment of Work and Travel:

This is a remote access assignment. The Candidate will work remotely daily and will remotely access customer systems and therein use approved customer provided communications systems. Travel is not required; however, the candidate may be required to attend onsite client meetings as requested.

The Service Designer will lead the design, optimization, and operationalization of end-to-end services that improve customer experience for stakeholders. This role requires a strong background in human-centered design, service blueprinting, customer journey mapping, process improvement, and organizational change management. The ideal candidate will work closely with product teams, engineers, platform leadership, and customer stakeholders to create efficient, scalable, and user-centered service experiences that drive adoption and business outcomes.

Responsibilities and Duties (Included but not limited to):

• Design and operationalize end-to-end service experiences across customer intake, onboarding, platform adoption, support, and continuous improvement processes.
• Create and maintain customer journey maps, service blueprints, personas, stakeholder maps, and process flows to identify pain points and improvement opportunities.
• Lead discovery and user research activities to understand customer needs, business objectives, and operational challenges.
• Translate user insights into actionable service design recommendations that improve customer satisfaction and operational efficiency.
• Ensure services are accessible, intuitive, scalable, and aligned with customer experience standards.
• Analyze existing workflows and business processes to identify inefficiencies, bottlenecks, and opportunities for automation.
• Facilitate business process reengineering efforts that streamline operations and improve service delivery outcomes.
• Work closely with product managers, designers, engineers, architects, data teams, and government stakeholders to align service design efforts with business and mission objectives.
• Present findings, recommendations, and service improvement roadmaps to leadership and stakeholders.
• Develop and maintain service design artifacts, governance documentation, operating models, and process standards.
• Support the development of onboarding guides, customer lifecycle frameworks, and service delivery playbooks.
• Other duties as assigned