Service Design Consultant - Non - it

Service Design Consultant

Washington, DC - Hybrid 6 Months

Client is seeking an experienced Service Design consultant to help improve economic security for adults age 50+ with low incomes through two focused, time limited projects. Engagement Details: Hybrid: remote Mondays & Fridays; on site in Washington, DC Tuesday–Thursday

Why this work matters: At any given time, hundreds of thousands of older adults are unemployed and actively seeking a quality job, often after job loss later in life. At the same time, more older adults are turning to gig and contract work, only to find that they lack the tools and guidance to track expenses and maximize deductions. These projects aim to address both challenges through better designed services.

The projects include:

• Optimizing a back to work coaching program to improve participant experience, effectiveness, and operational performance;
• Exploring digital expense management tools for independent contractors and gig workers age 50+, assessing desirability, usability, and viability.

The Service Designer will work closely with internal teams to understand current challenges, design improved service models, and test practical improvements.

Role Summary: The Contract Service Designer will lead service design efforts across both projects, applying human centered and systems thinking approaches to identify pain points, redesign participant journeys, and improve program outcomes.

Key Responsibilities:

• Synthesize existing research, metrics, and program materials into clear insights and identify critical learning gaps.
• Diagnose current state services from both participant and operational perspectives.
• Partner with stakeholders to prioritize the service gaps with the greatest potential impact.
• Design and test improved service concepts using lightweight, iterative methods.
• Produce clear, actionable artifacts and recommendations that enable teams to carry the work forward after the engagement.

Project Focus Areas Back to Work Coaching Program:

• Analyze the end to end participant experience, from intake through employment.
• Identify barriers to participation, completion, and job outcomes.
• Redesign priority touchpoints and supporting operations; test and refine improvements.

Gig Worker Expense Management Tools:

• Support research into financial behaviors, constraints, and technology comfort among older gig workers.
• Support mapping current expense tracking practices and pain points.
• Develop and prototype early concepts to inform a go / no go decision and potential next phase.

What We're Looking For:

• 3+ years of experience designing or redesigning complex services or programs using human centered design methods.
• Experience working on time bound, project based service design engagements.
• Strong skills in research, synthesis, journey mapping, and service blueprinting.
• Experience facilitating workshops and coaching cross functional, non design teams.
• Interest in mission driven work with real world impact.