Job Description

Job Location: Brooklyn, NY 11201 (Hybrid: NYC field work + Remote)

Note: This role involves fieldwork across all 5 NYC boroughs and remote work. Days on-site or remote vary based on project needs.

• Each candidate must submit a government-issued ID (Driver’s License or Passport) and provide three professional references (names, official emails, and phone numbers).

• Portfolio link is required in the résumé (must showcase service design artifacts, research, and system-level problem solving).

Job Description:

The NYC Office of Technology and Innovation (OTI) seeks a Senior Service Designer to enhance MyCity’s service delivery through systems-level design, ecosystem mapping, service blueprints, and AI-powered tools. This hybrid role involves both remote work and onsite research/meetings across NYC’s five boroughs. The ideal candidate will be experienced in service design, user research, co-creation facilitation, and collaborating with Agile teams for continuous process improvement.

Specialty Areas:

• Service Design Leadership – 8+ years of experience designing at-scale, facilitating stakeholder workshops, and delivering end-to-end service improvements.

• Systems Thinking – Mapping full service ecosystems, back-end systems, user journeys, and touchpoints for redesign.

• AI-Driven Insights – Applying AI for dynamic journey mapping, predictive improvements, and real-time sentiment analytics.

• Research & Testing – Conducting field/user research, usability testing, and analytics for informed design decisions.

• Collaboration – Working cross-functionally with product owners, UX teams, and developers to bring ideas to life.

Responsibilities:

• Lead the design of adaptive, scalable, end-to-end service workflows.

• Conduct and synthesize user research through interviews, testing, contextual inquiry, and analytics.

• Design service blueprints, journey maps, and wireframes using tools like Figma, Miro, and Lucidchart.

• Facilitate co-creation workshops, design sprints, and stakeholder alignment sessions.

• Apply systems thinking to ensure cohesive digital and physical touchpoints.

• Collaborate with Agile teams and use Azure Boards for iterative service design refinement.

• Ensure all service touchpoints meet ADA/WCAG compliance through AI-powered audits and evaluations.

• Track service effectiveness through usability testing, real-time sentiment tracking, and behavioral analytics.

Skill Matrix:

Skill
Experience (Years)

8+ (Required)

8+ (Required)

8+ (Required)

5+ (Required)

5+ (Required)

3+ (Preferred)

2+ (Preferred)

Required

Preferred

Mandatory Requirements:

• At least 8 years of experience in service design, systems thinking, or UX strategy.

• Strong portfolio link required (must be included in résumé).

• Proficiency with tools: Figma, Miro, Lucidchart, Azure Boards.

• Experience with co-creation workshops and agile design.

• Able to work both remotely and in the field across NYC boroughs.

Preferred Qualifications:

• Experience in government, civic tech, or large-scale public service projects.

• Familiarity with AI-assisted accessibility tools and analytics platforms.

• Proven ability to balance user needs with business and technical constraints.

Submission Requirements:

• Updated Résumé (with portfolio link included )

• Government-issued ID (Driver’s License or Passport)

• Three professional references (Names, official emails, phone numbers)

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