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    Service Design Strategist - Philadelphia, United States - City of Philadelphia

    City of Philadelphia
    City of Philadelphia Philadelphia, United States

    3 weeks ago

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    Full time
    Description

    Job Description

    Salary: The maximum salary for this role is $95,000.

    Position summary :

    As a Service Design Strategist with a focus on design research, you'll:

  • Lead research-driven service improvement projects and multiple, concurrent projects and priorities, including delegating and coordinating tasks and responsibilities across team members.Navigate ambiguity and challenges with creative problem-solving, a focus on generating solutions, and grace. Set and provide a direction and vision for and with a project team. Provide mentoring, guidance, and support to project team members.
  • Contribute to the growth of the Research and Evaluation Practice within the PHL Service Design Studio and the broader field of design to and be mentored by the Research and Evaluation Practice Lead.Collaborate with colleagues to grow the Practice for long-term skill-share sessions with colleagues to help them apply research and evaluation methods to their work.

    • In the near-term, you'll be working with a cross-agency team to deliver projects connected to —ensuring a local government that's visible, responsive, and effective.

    Essential functions :
    Research planning and design

  • Define research purpose and develop research questions that reflect project objectives and explicitly demonstrate a commitment to equity.
  • Understand approaches to sampling, including an intentional focus on historically marginalized communities and those most impacted by service changes.
  • Develop data collection tools and research protocols.
  • Experience with collaborative or participatory approaches to research and/or evaluation to define research goals, collect data and generate insights.
  • Select appropriate methods to accurately answer research questions.

    • Data collection

  • Conduct secondary research, including document reviews, literature reviews, and desk research.
  • Practice ethical research, including informed consent, trauma-informed approaches, and privacy protections.
  • Recruit participants, which includes thinking through supportive approaches to enabling participation of those with varying lived experiences by offering compensation, food, travel reimbursements, childcare, convenient locations, and/or times.
  • Collect qualitative data via interviews or focus groups.
  • Ensure data integrity through rigorous data collection and management.

    • Analysis and reporting

  • Code qualitative data with an explicit focus on equity.
  • Collaboratively work with stakeholders to generate insights from data and make meaning.
  • Generate findings and recommendations from data.
  • Clearly communicate findings and recommendations to meet audience needs, including ensuring accessibility, through reports, presentations, and summaries.

    • Design strategy

  • Collaboratively generate a broad range of solutions and future vision with diverse audiences.
  • Design tools like blueprints, process flows, systems maps, etc. to communicate current state and future opportunities.
  • Develop actionable strategies and recommendations for improvement.
  • Create roadmaps or plans for long- and short-term improvements and initiatives.

    • Prototyping

  • Develop low- and high-fidelity prototypes of service concepts and improvements (or collaborate with technical experts to do so).
  • Test prototypes for usability, accessibility, and effectiveness with stakeholders.
  • Iterate on prototypes with feedback from stakeholders and implementation requirements.

    • Project management

  • Create a project scope of work.
  • Develop and maintain project plans and timelines.
  • Ability to manage multiple, concurrent projects and priorities, including by delegating and coordinating tasks and responsibilities across team members.
  • Lead project partners, project team, and work streams effectively.
  • Proactively and clearly communicate the status of project work to stakeholders.
  • Navigate ambiguity and challenges with creative problem-solving, a focus on generating solutions and grace.

    • Leadership

  • Set and provide a direction and vision for and with a project team.
  • Provide mentoring, guidance and support to project team members.
  • Contribute thought leadership within the City and to the larger design community.
  • Understand and negotiate City structures to advocate for people-centered service design.

    • Standards development

  • Contribute to the development and maintenance of SDS's standards, tools, and other resources.
  • Support other SDS colleagues in applying practice area standards to their projects.

    • Competencies, knowledge, skills, and abilities:

  • Values-based practice: Demonstrate commitment to equitable process and outcomes, prioritize the voices most impacted by change and service challenges, and practice emotional intelligence and cultural humility.
  • Systems thinking: Understand and work across the complexity and interconnectedness of systems, issues, organizational structures, and ways of working.
  • Inclusive facilitation: Facilitate meetings, workshops, and conversations that encourage active participation, rebalance power asymmetries, practice cultural humility, and help groups build consensus or make decisions collectively.
  • Communication: Practice clear, accessible, and honest articulation of complex ideas and approaches through spoken, written, and visual formats.
  • Collaboration: Manage conflicts with sensitivity, give and request thoughtful feedback, and practice emergence towards shared goals and agreements.
  • Relationship building: Build a culture of mutual care, deep listening, reflection, and celebration.
  • Continuous learning: Engage in ongoing reflection and learning as well as be aware of and adapt to current trends and practices in design, government, and analogous fields of practice.

    • Qualifications

    A successful candidate will have:

  • A design-related degree or relevant industry experience.
  • Four to five years of professional experience practicing service design and managing projects and project relationships with colleagues, clients, and other stakeholders.
  • Strong background in design research methodologies, including qualitative and quantitative approaches.
  • Experience in conducting ethnographic research, user interviews, contextual inquiries, usability testing, and other human-centered research methods.
  • Proficiency in synthesizing and analyzing research findings to uncover patterns, themes, and opportunities for service improvement.
  • Proficiency in qualitative and quantitative data analysis techniques, including coding, thematic analysis, and data visualization.
  • Commitment to ethical research practices, including informed consent, confidentiality, and respect for participant rights and dignity.
  • Demonstrated experience in applying service design methodologies and tools to analyze, design, and improve service experiences.
  • Strong understanding of human-centered design principles and the ability to advocate for the needs of community members and direct service staff throughout the service design process.
  • Proficiency in service design techniques such as customer journey mapping, service blueprints, and prototyping.
  • Proven ability to develop and articulate strategic recommendations based on research and insights.
  • Project, time, and relationship management skills.

    • HOW TO APPLY

    Complete applications are due on Sunday, June 9, 2024, by midnight ET.

    NOTE: To ensure our hiring process is unbiased, we will not be facilitating one-on-one informational sessions with professional peers while we're actively hiring.

    You should submit the following through Smart Recruiters:

  • A cover letter highlighting the values that underpin your work and your experience with service design and design research. (No more than 300 words.)
  • Your resume or curriculum vitae.
  • At least three work samples that demonstrate your expertise in service design and design research. Samples could include research protocol and workshop plans, findings and recommendations reports, and service blueprints and other design outputs.

    • Our hiring process is as follows:

  • A hiring committee will review complete applications.
  • Top candidates will participate in a virtual interview and portfolio review with the PHL Service Design Studio (SDS) team.
  • Final candidates will participate in a 30-minute virtual conversation with SDS leadership.
  • We'd like the new employee to start in August or early September 2024.
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