Senior/Staff Service Designer (U.S. Air Force)

Role overview Analyze and improve an enterprise service that supports software teams across multiple value streams. The role focuses on connecting user needs, operational workflows, and the systems and teams behind them, then helping stakeholders shape a unified customer journey and the evolution of a user portal. The work is systems analysis and service design rather than interface design or rapid prototyping.

Responsibilities - Map the customer journey across value streams, showing how users, operational processes, and supporting teams connect. - Research users and workflows, then synthesize findings into service blueprints, journey maps, and system maps. - Represent user needs and requirements as engineering teams align on portal priorities and sequencing. - Identify and prioritize service improvements while protecting capabilities users depend on. - Facilitate planning events and working sessions that turn stakeholder input into decisions. - Maintain clear, organized documentation throughout the work.

Requirements - Experience in service design or business analysis, including analysis of users and operational workflows. - Systems thinking and the ability to understand how organizational processes, policies, technology, and infrastructure affect one another. - Ability to plan, synthesize, and present research and identify opportunities for improvement. - Strong stakeholder management, consulting, facilitation, and consensus-building skills. - Experience working iteratively with cross-functional product, design, engineering, or operations teams. - U.S. citizenship and ability to work from within the U.S., excluding territories; the contract also requires obtaining a Common Access Card.

Nice to have Customer success or user research experience; military or defense background; experience delivering technology in government, regulated industries, or public-benefit settings; and experience working accountably on remote teams.

Benefits and work setup This is a full-time, exempt, fully remote role with quarterly travel to San Antonio, Texas. Salary depends on level: the listed Senior Service Designer range is $150,000–$185,000 and Staff Service Designer range is $170,000–$203,000. Benefits include health coverage, retirement matching, paid time off and holidays, parental leave, performance incentives, and annual professional development and technology allowances.