Wilcore is hiring a Service Designer to support an enterprise cloud-based data and analytics platform for a federal health agency. The platform provides governed data storage, engineering and analytics tools, platform integrations, and policy controls for data practitioners across the enterprise.
In this role you will streamline and modernize the platform's intake and onboarding to reduce time-to-value for customers, improve their experience, and increase visibility, and you will develop the service blueprints and change management approach that sustain adoption of platform capabilities over time.
What you'll be doing:
Contract Contingency Notice: This position is contingent upon contract award. Employment offers will be extended only upon successful contract award and client approval. Candidates may be considered and interviewed in advance to support rapid onboarding should the contract be awarded.
• Operate a Unified Intake Workflow: Optimize, publish, and operate a unified, well-documented intake workflow with automated tracking and clear status visibility for platform teams and customers. The workflow includes standardized request types, SLAs, roles and responsibilities, and escalation paths, and you will continuously improve service workflows to make them more streamlined, transparent, and efficient.
• Implement a Platform Routing Model: Implement a routing model that directs requests to the right platform and service lane, with published decision criteria and handoffs. Coordinate enterprise touchpoints required for onboarding by triggering the correct processes and recording approvals in the intake record.
• Integrate Intake with CRM: Integrate intake with an enterprise Customer Relationship Management system to maintain customer history, ensure consistent communications, and surface patterns in requests. Coordinate with training, enablement, and change management workstreams so CRM is implemented across all necessary touchpoints in the long-term customer journey.
• Identify Automation Opportunities: Map use-case workflows, flag discovery artifacts, and define potential metrics, in coordination with data ingestion and AI/ML enablement efforts.
• Publish Onboarding Guides and Templates: Publish authoritative onboarding guides and templates covering requirements, expectations, and obligations, and maintain a single source of truth using platform documentation standards.
• Define and Monitor Intake KPIs : Define and monitor intake KPIs such as cycle time, conversion rates, bottlenecks, and customer satisfaction through an Intake KPI Dashboard. Conduct biweekly reviews to identify improvement opportunities, document them in an improvement log, propose actions, implement approved changes, and validate results.
• Develop Service Blueprints: Develop service blueprints and continuously improve workflows for common customer journeys, tracking handoffs, dependencies, and outcomes, and streamlining wherever possible.
• Own Change Management Strategy: Develop and maintain a change management strategy to ensure sustained use of platform capabilities.
• Stand Up Feedback Loops : Stand up continuous feedback loops — surveys, interviews, usage analytics, sentiment — to keep a real-time pulse on user needs and prioritize platform improvements, feeding insights back into intake and product planning.
What you'll bring:
• Designing and Operationalizing End-to-End Services: Experience and expertise designing and operationalizing end-to-end services is required for this role.
• Change Management and Process Improvement: Direct experience facilitating change management and process improvement.
• Relevant Disciplinary Expertise: Expertise in the disciplines and technical areas related to the customer intake, onboarding, and enablement tasks described above.
Bonus if you have:
• Experience facilitating change management and process improvement in a federal context
• Bachelor’s degree in a relevant field is required.
• 10+ years of relevant professional experience is required.
• Applicants must be authorized to work in the United States.
• Must be able to obtain and maintain a federal Public Trust (Tier 2 / Moderate Risk) background investigation.
• Must reside and perform all work within the continental United States.
• Availability to attend meetings with client stakeholders between 8:00 a.m. and 6:00 p.m. Eastern Time.
• This position is contingent upon contract award.