Lead Service Designer

Location: McLean, Virginia, United States

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Requisition Number: 8859

Position Title:

External Description:

The health and safety of our employees is our top priority. Due to the pandemic, all our employees are working remotely and we will be conducting candidate interviews by video. This position will remain as a remote position once the COVID-19 crisis has abated.


Celerity's Customer Experience Team is expanding and on the hunt for the savvy, creative, and analytically sound individuals that are motivated by solving complex problems.


Here’s what you’ll do in this role:

  • Develop Service Design project plans and estimates.
  • Build a deep understanding of our client's business, their customers and culture
  • Plan and conduct user research including 1-1 interviews, contextual inquiries
  • Synthesize data from research studies and co-creation sessions to identify key insights and translate them into actionable opportunity areas
  • Plan and facilitate CX research, experimentation, and iterative prototyping
  • Utilize various design and business methods to prototype service concepts
  • Produce key insights, personas, journey maps, service blueprints, eco-system maps, conceptual designs, service prototypes towards client needs and outcomes
  • Understand and articulate value proposition for the creation and innovation of products and services
  • Craft and tell compelling stories to communicate customer & employee insights, opportunity areas, and concept designs to a variety of audiences
  • Train and coach less experienced team members during the execution of client projects
  • Support the execution of new service experiences within client organizations
  • Interact directly with customers, end-users, clients, client leadership and other key stakeholders
  • Work closely with product managers, strategists, developers, and designers using design thinking, lean, and agile methodologies and ceremonies
  • Contribute to thought leadership and business insights while promoting your unique brand


Your qualifications:

You’re a business professional with an innate curiosity that thrives in a dynamic and Agile environment. You appreciate teamwork, exemplify integrity, perseverance, flexibility, and a generosity of spirit… if this sounds like you, then please apply – we’d love to meet you!

  • You are responsible for the quality of deliverables across a variety of projects
  • You are a hands-on design expert, encouraging action over talking and inspiring innovaive approaches to design and facilitation during client and internal meetings and team events
  • You are comfortable diplomatically advocating for the right solution for customers and employees
  • You have experience designing services and products for b2b and b2c organizations
  • You have experience with the following concepts beyond the buzzwords: services design, design thinking; human-centered design, user-centered design; systems thinking; behavioral economics; co-creation
  • You have research experience so you’re comfortable estimating and planning qualitative research studies
  • You are familiar with quantitative methods and CX measures
  • You are obsessed with solving problems (Service, UX, design or otherwise) when you find them (which is often)
  • You have a strong work ethic, strive to develop yourself professionally, and help your team exceed their potential
  • You can lead and be led, give and take feedback effectively, and can learn and teach.
  • You have strengths influencing, negotiating, and communicating both in written and verbal forms
  • You are an impeccable personal-time manger
  • You are conscientious and diligent with an eye for detail
  • You have excellent people skills and have a history of developing and maintaining positive working relationships with clients, coworkers, and users
  • You’re a Service Designer or UX Strategist expert with 6+ years of professional experience
  • You know your design tools inside and out, most specifically Sketch, Mural/Miro, Journey Mapping Software and Adobe Creative Suite
  • Impeccable integrity. We are team-first at Celerity
  • A positive attitude. We can have fun while we work hard to solve business challenges
  • A heart for people. Excellent relationship-building skills across teams, peers, clients, vendors
  • A head for business. Nothing falls through the cracks on your watch
  • A passion for results. You strive to work complex issues with a strong sense of ownership and urgency


It would be great if you also had:

  • You have strong CX/UX research chops
  • You have successfully taken service design projects from conception to delivery
  • You have at least 3 years of consulting/agency experience
  • You are or are interested in writing and speaking at conferences and are involved in various design communities

Remote: 1

City: McLean

State: Virginia

Ext Portal Job Header:

Community / Marketing Title: Lead Service Designer

Company Profile:

Find your home at Celerity

At Celerity, authenticity isn’t just a buzz word. It’s a promise to each other and to our clients that we will bring our true, best selves to every interaction, to every solution. We hire for the person -- not for the role. And we believe in surrounding ourselves with not only the best and brightest innovative thinkers, but with those of highest integrity who are purpose-driven in all that they do. That's how we've come to be known by our clients as the consultancy that delivers impact, not ego.

Our culture attracts people who crave something greater than a job: meaningful opportunities in an environment of mutual respect. Every kind of talent is celebrated here. We look for people who share our values to be bold, innovative, and a transformative force for our clients. Through opportunities to shape skill sets and work with industry-leading consultants and exciting clients, including access to professional trainings and certifications that best align with your career goals, Celerity provides the freedom to grow both personally and professionally.

We offer a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Find out more at www.celerity.com/careers.

EEO Employer Verbiage: <p><strong>We Are Celerity<br /></strong></p> <p> </p> <p>Founded in 2002, Celerity <span style="color:black;background:white">is a business and technology consulting firm dedicated to helping businesses respond to change—efficiently, quickly, and with focus on the customer. We specialize in digital experience, change management, operational efficiency, and the integration between them all.</span> Celerity is the premium solutions partner of Randstad Technology Group (RTG US).</p> <p> </p> <p>This is an extraordinary time to be in business. As digital transformation continues to accelerate and businesses are challenged to quickly respond, Celerity is leading the way — supporting transformative change for our clients and offering our professionals exciting career opportunities.</p> <p> </p> <p>We help businesses thrive in a changing environment. Join us.</p>

CountryEEOText_Description: We are proud to be an Equal Opportunity Employer. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Celerity is committed to providing veteran employment opportunities to our service men and women.