Senior Service Designer (Remote From Anywhere In Colorado).

Role Overview

Senior Service Designer in the State of Colorado, supporting the next generation of public services. This role is service design (not UI/UX or visual design) and works upstream of solutions to help teams define, shape, and validate service improvements.

What You’ll Do

• Plan and conduct qualitative research: interviews, contextual inquiry, and usability testing with constituents and agency staff.
• Organize and analyze findings into decision-enabling insights (not raw data dumps).
• Create service design artifacts, including:
  • Journey maps
  • Service blueprints
  • Current/future state diagrams
• Map end-to-end services across both digital and non-digital channels.
• Define problem spaces from user evidence before proposing solutions.
• Translate research into personas, user stories, and backlog inputs for agile product/delivery pods.
• Run workshops to surface process pain points and service gaps with agency stakeholders.
• Collaborate with Product Managers to align research findings with mission priorities.
• Build low-fidelity prototypes (e.g., scripts, task flows, physical environment mockups) to test with users.
• Validate that solutions work via iterative testing on proposed changes.
• Identify how service success will be measured at scale (e.g., reduced call volume, increased completion rates, cost savings).
• Use web analytics, CRM data, and/or survey statistics to add context to qualitative research.
• Support pod planning and timing of service improvements with pod teams and agency leadership.

Key Notes / Application

• This is a continuation of an active recruitment for multiple positions; if you applied within the last 90 days, reapplying isn’t necessary.
• Hiring considers only the application contents; avoid attachments like resumes or cover letters.