MassAbility
MassAbility empowers people with disabilities to live life on their own terms. Our programs and services expand possibilities in careers and training, home and community life, and legal rights and benefits – including disability determination for federal programs.
At MassAbility, we are driven by a fundamental belief that we are all different but connected – individuals who share a common purpose and who bring our own talents, ingenuity, and perspective to achieve our vision. That belief puts diversity, equity, and inclusion at the center of everything we do. We are keenly aware of the barriers that many of us face as we strive to live life on our own terms. That’s why, as a community, we are committed to always being part of the solution. This work is essential to who we are as an organization. Together, we are making a better state possible for everyone. As a team member, you’ll join an agency that values a learning and participatory performance culture with an emphasis on high-performance teams, individual contribution/impact, and engagement in activities to promote and support programs, divisions, and the overall agency vision and mission.
About the role
MassAbility is hiring a **Principal Service Designer **to help transform the way we deliver services to people with disabilities.
In this role, you will lead our design efforts. We need a systems thinker who thrives on understanding people and complex services. You'll work on making constituents’ journeys streamlined and harmonious, and you’ll improve how we plan and deliver services that involve different MassAbility teams, programs, and sometimes other government agencies.
This position is a full-time contract role. The work schedule is Monday through Friday, 9 a.m.-5 p.m. eastern time, in a hybrid arrangement, with one to two days per week spent in our office at 40 Broad Street in Boston’s Waterfront neighborhood. This position is expected to occasionally travel to Area Office locations within the Commonwealth of MA in support of their work.
What you’ll do
You’ll join** **a growing team within MassAbility’s Department of Excellence & Innovation and lead service design projects across the agency – nothing is off limits. Our ambitions span our public presence and the way people research and apply for services, the way our program teams manage relationships and services with participants and partners, our agency’s financial operations, and more.
Responsibilities
As **Principal Service Designer, **your mission is to put MassAbility on the cutting edge of accessible service design, creating delightful experiences for participants and staff alike. In this role, you will:
· Envision end-to-end experiences that blend digital and in-person touchpoints. Design, prototype, test, and refine.
· Find ways to transform service delivery to improve the end-to-end experiences of our constituents.
· Create **service design artifacts **(e.g., future-state service blueprints, customer journey maps, scenarios, experience models, narratives, etc.) to help the team understand constituent experiences.
· Collaborate with other experience owners/product managers, experience designers, researchers, engineers, vendors, program staff, service providers, employers, and constituents.
· Contribute to roadmap development and help us develop a future-state service vision and an experience strategy.
· Help us grow a **constituent-centered service design mindset and adopt and integrate constituent experience best practices **across MassAbility: Define best practices, mentor others, and facilitate learning.
· Connect participant and staff research to service, process, and technology decisions. Help MassAbility prioritize improvements based on demonstrated needs rather than technology alone.
· Facilitate collaboration across programs, operations, IT, and leadership to build a shared understanding of service challenges and develop practical, sustainable improvements.
We'd love to hear from you if you have
· An interest in helping the public and building accessible experiences
· 8-10 years of professional experience in service design and digital product design
· 5+plus years of experience as a lead service designer in agile cross-functional design and development environments
· 3+ plus years of experience in complex government environments (or something similar)
· Demonstrated ability navigating ambiguity and enabling teams to make difficult decisions
· Deep expertise in service design, experience research, experience/design strategy
· Solid experience, skill, and creativity in experience/interaction design and rapid prototyping
· Outstanding facilitation and consultation skills
· Strong system thinking skills
· Deep understanding of all facets of iterative human-centered design, development, and delivery
· Strong expertise in and commitment to accessible, inclusive, design
· Outstanding coaching and mentorship skills
· Outstanding communication and storytelling skills
Additional Information:
- This is a contract position working up to 37.5hours per week.
- Benefits are unavailable except for sick leave accruals.
- Contracts are renewable, subject to the Department's approval, performance, and allocation of funds.
- All employees will be paid on a bi-weekly basis and must have direct deposit.
- State and federal taxes will be withheld. In addition, the contractor must participate in the Alternative Retirement Program mandated by federal law.