Service Design Consultant – Hybrid – Washington, DC

Human-Centered Design Consultant – Hybrid – Washington, DC

Our client, a major membership-based organization advocating for older adults, is seeking an experienced Human-Centered Design consultant to help improve a back to work coaching program for adults aged 50+ with low incomes through two focused, time-limited projects. This is a hybrid work model (remote Mondays and Fridays; on-site Tuesday – Thursday) in the Washington, DC area.
You will work closely with internal teams to understand current challenges, design improved service delivery models, and test practical improvements. You will lead service design efforts across both projects, applying human-centered and systems approaches to identify pain points, redesign participant journeys, and improve program outcomes.
These projects aim to address the challenges through better designed services and to optimize the back to work coaching program to improve participant experience, effectiveness, and operational performance; and explore digital expense management tools for independent contractors and gig workers age 50+, assessing desirability, usability, and viability.

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.

Qualifications

• 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.