Senior Service Designer

Delivery & Outcomes

• Lead complex, cross-functional engagements, ensuring high-quality, timely delivery aligned to end-user outcomes, stakeholder impact, and client objectives

• Apply mixed-method discovery approaches that uncover deep insights about the interactions between systems, business processes, and people; translate these insights into actionable opportunities

• Collaborate closely with product managers, data scientists, engineers, and other cross-functional partners to understand diverse needs, provide strategic insights, and ensure alignment between problem definition and desired outcomes

• Proactively identify and address risks, dependencies, and opportunities that could affect delivery quality or program outcomes

• Leverage AI and emerging technologies to develop effective and responsible ways of solving problems and delivering services, with a focus on accelerating measurable customer and end-user outcomes

Client Impact & Influence

• Create and nurture relationships with key client stakeholders and proactively engage them to facilitate sensemaking, validate assumptions, and socialize insights; act as the primary contact for service design matters, presenting and defending service design decisions

• Align with stakeholders around priorities and apply approaches that build holistic understanding of problem spaces, ensuring service design work delivers consistent, contextual value

Innovation & Organizational Impact

• Provide meaningful contributions to company, strategic, and growth initiatives that extend beyond your assigned program and create measurable value for MO

• Build relationships and share insights across MO to strengthen our collective understanding of customers, markets, emerging practices, and opportunities

Growth & Business Impact

• Contribute service design expertise to proposals and new business pursuits, helping translate customer needs into compelling solutions and opportunities

• Contribute to identifying and developing opportunities that strengthen customer relationships, expand existing work, and create new business for MO

• 5+ years of industry experience in service design, UX design, research, or a related field, with demonstrated expertise leading complex service design engagements

• Service design expertise: demonstrated ability to apply service design methods, systems thinking, and strategic thinking to complex, ambiguous problem spaces and translate insights into actionable outcomes

• Proven delivery: track record of delivering complex, high-impact work that creates measurable value for customers and end users

• Practice expertise: ability to establish a high bar for quality and to shape approaches and methodologies

• Client relationships: ability to build strong client relationships, lead effective communications, and display a strong understanding of client needs

• Systems thinking: ability to understand and visualize complex relationships among people, processes, technology, organizations, and broader ecosystems

• Cross-functional collaboration: experience working effectively with product, engineering, data, research, and other disciplines in agile environments

• Strategic and business mindset: ability to understand how your work contributes to client outcomes, company objectives, growth, and broader organizational priorities

• AI-driven innovation: demonstrated ability to identify and implement responsible AI-enabled approaches that improve productivity, quality, decision-making, customer outcomes, or business value

• Strong organizational skills: ability to manage multiple priorities, maintain quality, and operate effectively in dynamic and ambiguous environments

• Commitment to excellence: consistently high standards for craft, collaboration, customer experience, and mission impact

• Courage and accountability: willingness to address difficult delivery, client, or team issues directly and constructively

• Curiosity and continuous learning: ability to drive team problem-solving, seek diverse perspectives, and build understanding of customer, mission, and system context

Nice to Have

• Experience working with the federal government (VA experience preferred)

• Familiarity with data science and data engineering principles

• A dynamic, high-trust environment with a diverse, mission-driven team

• Competitive compensation commensurate with experience

• Meaningful opportunities for career growth and learning

• Comprehensive health coverage (medical, dental, and vision)

• 401(k) with company match

• Unlimited Paid Time Off (PTO)

• Company-sponsored short- and long-term disability, plus life insurance

• Company-sponsored parental leave

Compensation

Compensation for this role is an annualized salary range of $120,000 to $139,500 plus benefits and growth potential.

Placement within this range will be based on the competency level of the candidate.

To ensure equity and consistency across our compensation system, MO applies a structured salary framework. Offers are made within the posted range based on demonstrated competency and experience. This range is non-negotiable to maintain internal and external pay equity.

Note: To ensure compliance with all state, county, and local employment and tax regulations, applicants must currently reside in one of the following states to be considered for employment with MO. Employment eligibility is also subject to applicable state labor laws and remote work registration requirements. This list will be updated periodically as our team expands hiring eligibility to additional states.

AZ; CA; CO; CT; DC; FL; GA; IL; KS; MA; MD; ME; NC; NJ; NM; NV; NY; OR; PA; TX; UT; VA; WA; WI.

Work Location & Travel

MO is a fully remote organization, with a preference for candidates located in the Washington, D.C. area. Candidates located elsewhere may be expected to travel up to 10% to support in-person collaboration.

The contract this position supports requires US Citizenship.

This position will remain open through October 22, 2026.

In support of the Colorado Equal Pay Transparency Act, and others like it across the country, MO's job descriptions feature the starting range we reasonably expect to pay to candidates who would join our team with little to no need for training on the responsibilities we've outlined above. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and responsibility.