Service Design Consultant

Summary:

• Location: Washington, DC
• Duration: 6 Months
• Work Mode: Hybrid

Responsibilities:

• Synthesize existing research, metrics, and program materials into clear insights and identify critical learning gaps.
• Diagnose current state services from both participant and operational perspectives.
• Partner with stakeholders to prioritize the service gaps with the greatest potential impact.
• Design and test improved service concepts using lightweight, iterative methods.
• Produce clear, actionable artifacts and recommendations that enable teams to carry the work forward after the engagement.

Project Focus Areas:

• Back to Work Coaching Program:
  • Analyze the end-to-end participant experience, from intake through employment.
  • Identify barriers to participation, completion, and job outcomes.
  • Redesign priority touchpoints and supporting operations; test and refine improvements.
• Gig Worker Expense Management Tools:
  • Support research into financial behaviors, constraints, and technology comfort among older gig workers.
  • Support mapping current expense tracking practices and pain points.
  • Develop and prototype early concepts to inform a go / no go decision and potential next phase.

Requirements:

• Minimum 3 years of experience designing or redesigning complex services or programs using human-centered design methods.
• Experience working on time-bound, project-based service design engagements.
• Strong skills in research, synthesis, journey mapping, and service blueprinting.

Preferred Skills:

• Experience facilitating workshops and coaching cross-functional, non-design teams.
• Interest in mission-driven work with real-world impact.