Intro

At MO, we challenge the status quo and help government leaders shape the future. We engineer scalable, human-centered solutions that help agencies deliver their mission faster and better. Our teams blend product, design, AI, data, and modern software practices to modernize legacy systems, build new digital platforms, and deliver mission-ready products that drive sustainable change.

We live by our values—Integrity, Excellence, Courage and Curiosity. They guide how we build, collaborate, and lead. From cloud infrastructure and data engineering to AI integration and service design, we connect technology and experience to deliver outcomes that scale.

We’re building a company where technologists, designers, and builders can serve the mission, grow their craft, and help shape the future of digital government. At MO, your work doesn’t just make a difference—it advances the mission and helps build a more capable, trusted, and human government.

Overview

We are looking for a Service Designer to support our U.S. Department of Veterans Affairs (VA) client. In this role, you will dive into ambiguity to map complex systems and processes that will inform data-powered products and services to improve Veteran-facing services. If you have experience mapping complex experiences into clear, polished visual artifacts and translating experience insights within cross-functional teams, we’d love to hear from you.

This role is remote.

What You'll Do

Collaborate closely with VA stakeholders to deeply understand and document their experiences, and visually translate those findings onto service blueprints, ecosystem maps, journey maps, and other design artifacts.

Implement mixed-method discovery approaches that uncover deep insights about the interactions between systems, business processes, and people.

Lead the co-design and iteration of low and high-fidelity service design artifacts to validate assumptions, uncover pain points, and identify opportunities that resonate with VA staff.

Collaborate with product managers, data scientists, data engineers and other service designers to ensure the accurate and timely application of knowledge onto downstream deliverables.

Create and nurture relationships with stakeholders across the product ecosystem, proactively engaging impacted stakeholders to validate assumptions, socialize insights, and facilitate sensemaking.

Engage peers within the government ecosystem to proactively and collaboratively problem solve issues that impact our ability to deliver desired outcomes.

What You'll Bring

3+ years of industry experience in research, UX design and/or service design leading complex projects with numerous stakeholders.

Excellent organizational skills that enable you to manage high-profile, medium-to-high complexity projects within a dynamic organizational environment.

Passion for and high competence in conducting research across both undefined problem spaces, utilizing design research and strategic thinking to frame insights.

Experience working in cross-functional teams using agile methodologies.

A desire to seek different perspectives, and ask for help when needed.

Experience uncovering processes, methods, tools and evolving approaches to align with client expectations.

Ability to visualize and express complex ideas clearly and succinctly.

Demonstrated ability to leverage AI-enabled tools and emerging technologies to accelerate research synthesis, improve communication clarity, streamline workflows, and enhance team outcomes while applying strong human judgment and mission understanding.

Comfort operating in ambiguous and rapidly evolving environments, with a proactive mindset toward experimentation, continuous learning, and improving systems, processes, and ways of working.

Nice to Have

Experience working with the federal government (VA experience preferred)

Familiarity with data science and data engineering principles

Perks

A dynamic, high-trust environment with a diverse, mission-driven team

Competitive compensation commensurate with experience

Meaningful opportunities for career growth and learning

Comprehensive health coverage (medical, dental, and vision)

401(k) with company match

Unlimited Paid Time Off (PTO)

Company-sponsored short- and long-term disability, plus life insurance

Service Designer at MO