Senior Service Designer (Public Trust)

Please note: This role is contingent upon contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award.


Our Digital Modernization Division is an information technology and management consulting department that offers integrated, strategic solutions to its public and private-sector clients. ICF has the expertise, agility, and commitment to design, build, and operate high-performance IT engines to support all aspects of our client's business.


ICF is seeking an experienced Senior Service Designer to support federal clients in modernizing services, improving customer experience, and transforming complex, mission-critical systems. In this role, you will work across design, research, policy, operations, and technology to design and implement end to end service improvements that are human
centered, feasible within federal constraints, and measurable at scale.


Job Location- Must be able to go on-site 5 days a week to the client's office in Washington, DC. Hybrid work flexibility may be available after the first 90 days.


Responsibilities

• Manage end-to-end service design efforts to modernize federal services, improve customer experience, and address complex, mission-critical challenges
• Apply human-centered design and systems thinking to create practical, scalable solutions that align with federal policies, regulations, and operational constraints
• Conduct and synthesize qualitative and quantitative research to inform service blueprints, journey maps, and future-state service models
• Facilitate cross-functional workshops and working sessions with stakeholders across policy, operations, technology, and design to drive alignment and decision-making
• Partner closely with engineering, product, and delivery teams to translate service concepts into implementable solutions
• Integrate accessibility, equity, and federal digital service standards into all design recommendations and deliverables
• Support federal procurement and program activities by contributing to requirements definition, evaluation artifacts, and design documentation
• Advise clients on service transformation strategies, change management considerations, and measurement of service outcomes
• Produce clear, actionable design artifacts and recommendations that effectively communicate insights to senior federal stakeholders
• Mentor junior designers and contribute to design best practices, standards, and thought leadership within ICF

Basic Qualifications

• Must be a US Citizen, required by federal client.
• Bachelor's degree in Design, Engineering, Information Systems, or related technical field
• 7+ years of experience in service design, human-centered design, UX/CX strategy, or systems design.
• Must be able to obtain and maintain a Public Trust clearance.
• MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.) as this work is for a federal contract, and laws do apply.

Desired Skills

• Deep expertise in service blueprinting, journey mapping, systems thinking, and cross-functional facilitation.
• Knowledge of 508 accessibility, equity frameworks, and federal digital service standards.
• Experience supporting federal procurement activities
• Experience in working effectively with diverse teams, including engineering, product management, to align design efforts with overall product vision.
• Experience in consulting or professional services.
• Familiarity with digital modernization efforts, legacy system transitions, or call center operations.
• Comfort using tools such as Figma, Miro/Fig Jam, or similar for prototyping and collaboration.

Professional Skills

• Strong communication and storytelling skills, including experience presenting to senior leaders.
• Ability to translate complex requirements into clear, actionable service improvements

Working at ICF
ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email View email address on click.appcast.io and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.


Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.


Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.


However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at View email address on click.appcast.io. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.


Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.


The pay range for this position based on full-time employment is:
$108,006.00 - $183,610.00

DC Client Office (DC88)