Digital Service Design Manager

Role: Digital Service Design Manager
Location: Hartford, CT- Hybrid
Duration: One Year Contract

IRG Clients is seeking Service Design Manager to lead strategic, user-centered design projects that transform public services into efficient, equitable, and human-centered experiences. In this role, you will drive the full service design lifecycle-from scoping and research through implementation and evaluation-while also mentoring junior designers and contributing to the growth of a robust service design practice.

• Lead and facilitate ethical, inclusive research to understand user needs.
• Translate insights into service opportunities and actionable design strategies.
• Design solutions that span digital and physical touchpoints to improve resident and staff experiences.

• Build and mentor a high-performing service design team.
• Set standards for mixed-method research and service design delivery.
• Host skill-shares and feedback sessions to grow internal capabilities.

• Produce service blueprints, user flows, stakeholder maps, and prototypes.
• Use visual tools (e.g., Miro, Figma) to align teams and decision-makers.
• Craft compelling narratives that elevate the human perspective in service decisions.

• Collaborate with cross-functional teams (UX, tech, content) to bring service strategies to life.
• Facilitate pilot programs, roadmap planning, and change management efforts.
• Define metrics and evaluate project outcomes, iterating based on what works.

• Lead inclusive, participatory design sessions.
• Communicate clearly, transparently, and respectfully with all stakeholders.
• Build strong relationships while navigating ambiguity and driving outcomes.

• Share lessons learned and service design best practices with internal and external audiences.
• Contribute to the broader design community through conferences and publications.

• Create detailed project plans with milestones, deliverables, and timelines.
• Manage multi-stakeholder projects from initiation through delivery.
• Ensure timely, effective delivery of design projects that meet strategic goals.

• Bachelors or Master's degree in a design-related field or equivalent experience.
• 5+ years of experience in service design or related roles.
• Experience managing projects and stakeholder relationships across complex environments.
• Familiarity with Agile practices and human-centered change management.

• Bilingual or multilingual capabilities.
• Strong visual design skills.
• Experience in community-based, participatory, or social impact design.
• Knowledge of process improvement methodologies like LEAN or Six Sigma.