Service Designer III

Fearless is seeking a senior-level Service Designer to help federal agencies transform how they deliver public services. As a Service Designer III, you will lead efforts to map end-to-end service ecosystems, identify pain points across channels and silos, and co-create solutions that improve both user and operational outcomes.The Service Designer III is an adept storyteller and design leader who defines and delivers interactive experiences, products, and services. They focus on both strategic and implementation disciplines, developing end-to-end solutions from research through release that address user pain points and uncover opportunities for innovation. The Service Designer III sets the future vision for products and services that inspire people while meeting user, customer, and business needs. Their leadership ensures quality design delivery across complex services and cross-functional teams.

The Impact You Will Create:

This project supports the modernization of a large-scale federal disclosure and data management platform. The work involves designing, developing, and maintaining a secure, cloud-based system that improves how information is submitted, processed, and accessed by the public. The team will leverage Agile, DevSecOps, and user-centered design practices to deliver scalable, high-impact digital services that enhance transparency, compliance, and accessibility. Efforts include building modern APIs and web interfaces, implementing Zero Trust security, automating testing and deployments, and driving continuous improvement through cloud-native and AI-enabled solutions.

Your Responsibilities in This Role:

• Lead discovery and framing of service ecosystems, identify root causes of service breakdowns, and define outcomes across user and operational journeys.
• Create and maintain service blueprints, experience maps, user personas, ecosystem diagrams, and capability maps that span digital and non-digital touchpoints.
• Facilitate workshops, interviews, and co-creation sessions with internal teams, federal stakeholders, and public users to surface insights and align solutions.
• Analyze how policies, regulations, and backend processes influence service delivery. Design interventions that are viable, feasible, and desirable.
• Define KPIs and service-level metrics aligned with human and business goals. Track changes over time and make recommendations for iterative improvements.
• Apply inclusive design principles, ensure accessibility, and center equity in service outcomes for underserved communities.
• Develop compelling visual artifacts and storytelling materials to communicate findings, strategies, and opportunities to technical and non-technical stakeholders.
• Work closely with UX designers, engineers, and delivery leads to align service goals with product roadmaps and Agile team activities.
• Provide guidance to junior designers and researchers on service design methods, ethics, and systems thinking approaches.

Skills and Qualifications We Require at Fearless:

At Fearless, we seek candidates who blend technical know-how with sharp problem-solving and advisory skills to drive real impact in the communities we serve. Here are the key qualifications for this role.

• Ability to possess a public trust
• 7+ years of experience in service design, human-centered design, experience strategy, or related fields.
• Strong portfolio showcasing service design artifacts, systems thinking, and multi-channel design interventions.
• Expertise in mapping tools and experience facilitating cross-functional workshops.
• Demonstrated experience working with public sector stakeholders or mission-driven organizations.
• Strong knowledge of human-centered design practices, service blueprinting, and user journey mapping.
• Ability to synthesize qualitative and quantitative data into actionable insights and opportunities.
• Familiarity with Agile/Scrum delivery teams and the intersection of service design with product development.
• Excellent written, verbal, and visual communication skills.
• Experience working with or inside federal agencies. Knowledge of federal service delivery standards, digital policy, and CX mandates (e.g., Executive Order 14058, OMB Circular A-11, Section 280, Section 508).
• Familiarity with tools like Salesforce, Drupal, or case management systems and how they shape operational workflows.
• Experience with human services, regulatory programs, grants management, or public benefit delivery.

Physical Requirements:

• Ability to sit for extended periods while working on a computer or during meetings.
• Must be able to travel occasionally to client sites or company meetings.
• Ability to communicate effectively via phone, email, and in-person, requiring clear speech, listening, and written communication skills.
• Ability to move within an office environment, including reaching for files, using office equipment, and occasional light lifting (up to 10 pounds).

Life at Fearless

We're a digital integration consultancy on a mission to build a better tomorrow. At Fearless, we combine technology, people, and organizational development to solve meaningful problems. Through iterative development, we deliver smart, user-friendly solutions that make tech work better-for everyone.

But great tech is just part of the story. What really makes us Fearless is our Purple Culture.

What Makes Us Purple?

Being Purple means you:

• Are valued as a whole person-not just a job title
• Get matched with work that plays to your strengths and passions
• Are supported by coaches, not micromanagers
• Have the autonomy and clarity to make decisions and drive impact
• Join a community that celebrates equity, curiosity, and innovation
• Do work that matters-every day

We believe in flexibility, growth, and balance. Our benefits and culture are designed to support you in doing your best work-while making space for what matters to you outside of it.

We're proud to be an equal opportunity employer. At Fearless, we're building a workplace that welcomes and respects everyone-across race, gender, age, religion, identity, background, and ability.

Compensation at Fearless

Fearless is committed to providing a competitive compensation package that will meet your current and future needs. Our philosophy is aimed at rewarding team member contributions, supporting long-term financial growth and security, and overall well-being.

We believe in paying people fairly, so we've established a compensation model aimed to ensure everyone at Fearless - regardless of race, ethnicity, gender, sexual orientation, disability, religion, age, nationality, or willingness/ability to negotiate - is consistently paid fairly based on alignment to the needs and requirements of the role.

The salary range for this position is:

Minimum Salary: $91,554

Salary Midpoint: $119,020

Maximum Salary: $146,486

Hiring Range for Role: $91,554 - $119,000

*For part-time roles, the salary will be pro-rated based on the full-time equivalent salary ranges listed above.

Benefits at Fearless

At Fearless, we take care of our team-because when you're supported, you can do your best work. We offer a flexible, family-friendly environment with benefits designed to support your health, growth, and life outside of work.

For Full-Time Team Members (Starting Day One):

• Flexible, life-friendly schedules
• 100% coverage for our medical HSA plan + HSA contributions
• Dental & vision covered 100% for you and your dependents
• Competitive premiums for HMO/PPO and dependent coverage
• 401(k) with 4% match & immediate vesting
• Paid Parental Leave and 12 weeks paid FMLA
• Generous PTO, 11 Federal Holidays, a Birthday Holiday, and Sick Leave
• Up to 15 days for Jury Duty and Bereavement Leave
• Education, wellness, and tech allowances
• Referral bonus: $6K-$12K for each successful referral
• Pet insurance & discount plans
• Employee Assistance Program (EAP)
• Legal support, life insurance, disability coverage

Part-Time & Interns:

• 8.75 days of safe & sick leave annually
• Eligible for our 401(k) plan with employer contributions

Reasonable Accommodations

Fearless is committed to providing reasonable accommodations for applicants and candidates with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please contact the Human Resources Department at hr@fearless.tech.

So, What's Next?

We've refined our hiring approach to make sure every team member is a great fit for Fearless-and that we're a great fit for you, too. If there's alignment, we'll reach out to kick off the interview process. Depending on the role or project, your experience may vary slightly, but it typically includes:

Introductory Interview

You'll connect with a recruiter to:

• Build rapport and get to know each other
• Review your experience and skills
• Talk through salary expectations and role details
• Set expectations for the rest of the process

Skills + Business Fit Interview

This is where we dig deeper to:

• Review findings from any technical assessments
• Walk through situational and values-based questions
• Explore how your approach aligns with Fearless culture and project needs

Some roles may also include customer interviews based on specific project requirements in addition to background check and security clearance requirements.