Job Description

Service Designer
Job ID#: 26-2287
Clearance: N/A
Location: Baltimore, MD

Who We Are:
Since our inception back in 2006, Navitas has grown to be an industry leader in the digital transformation space, and we’ve served as trusted advisors supporting our client base within the commercial, federal, and state and local markets.

What We Do:
At our very core, we’re a group of problem solvers providing our award-winning technology solutions to drive digital acceleration for our customers! With proven solutions, award-winning technologies, and a team of expert problem solvers, Navitas has consistently empowered customers to use technology as a competitive advantage and deliver cutting-edge transformative solutions.

What You’ll Do:
We are seeking a human‑centered design leader who can elevate the way residents experience state services. In this role, you will champion user needs, guide multidisciplinary teams, and bring modern design practices to complex, high‑impact initiatives across the Commonwealth. You will collaborate closely with agency partners, uncover deep customer insights, and help teams translate those insights into measurable improvements in service delivery, digital experiences, and program performance.

• Apply best practices in human‑centered design to improve end‑to‑end user experiences across state programs and services.
• Serve as a champion for user needs, ensuring design decisions are grounded in research, accessibility, and real‑world context.
• Guide and mentor designers, researchers, content strategists, and technical teams throughout project lifecycles.
• Partner with stakeholders across agencies to build shared customer understanding and align on goals, constraints, and opportunities.
• Facilitate collaborative problem‑solving to address complex service challenges and drive meaningful, measurable improvements.
• Support teams in developing metrics, defining success criteria, and integrating new methodologies to optimize customer experience and program performance.
• Conduct and synthesize user research, transforming insights into actionable artifacts such as personas, journey maps, service blueprints, wireframes, and prototypes.
• Communicate findings clearly to technical and non‑technical audiences, ensuring insights inform strategy, design, and implementation.
• Promote a culture of continuous learning, experimentation, and user‑centered thinking across state organizations.

What You’ll Need:

• Bachelor’s Degree from an accredited college or university
• 5+ years of experience in user experience and service design.

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Salary Range: $65,000 - 95,000

The pay range provided is a good-faith estimate and represents the range the company reasonably expects to pay for this position at the time of posting. Individual compensation may vary based on skills, experience, education, certifications, geographic location, and business needs.

Equal Employer/Veterans/Disabled

Navitas Business Consulting is an affirmative action and equal opportunity employer. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Navitas Human Resources.

Navitas is an equal opportunity employer. We provide employment and opportunities for advancement, compensation, training, and growth according to individual merit, without regard to race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity or expression, marital status, age, genetic information, disability, veteran-status veteran or military status, or any other characteristic protected under applicable Federal, state, or local law. Our goal is for each staff member to have the opportunity to grow to the limits of their abilities and to achieve personal and organizational objectives. We will support positive programs for equal treatment of all staff and full utilization of all qualified employees at all levels within Navitas.