We are seeking a highly skilled Service Designer to lead the design and optimization of customer-centric experiences for the Maryland FAMLI Program from their Digital Services Office. The ideal candidate will leverage design thinking, customer research, and journey mapping to create innovative and impactful service solutions that address real customer needs while aligning with business goals.
Required:
Customer Journey Mapping: Analyze and visualize end-to-end customer journeys, identifying pain points, opportunities, and moments of truth.
Experience leading discovery for complex initiatives
Research and Insights: Conduct qualitative and quantitative research to uncover customer needs, behaviors, and motivations. Translate insights into actionable design solutions.
Experience facilitating conversations/workshops with both technical and non-technical audiences to align on strategy
Collaboration: Work cross-functionally with product designers to translate those mapping artifacts into clickable prototypes
Nice to have:
Worked in benefits management in the past in any form
Has experience designing in a Salesforce environment; ideally using their Public Sector Solutions