Principal service designer - contractor

MassAbility empowers people with disabilities to live life on their own terms. Our programs and services expand possibilities in careers and training, home and community life, and legal rights and benefits – including disability determination for federal programs.

At MassAbility, we are driven by a fundamental belief that we are all different but connected – individuals who share a common purpose and who bring our own talents, ingenuity, and perspective to achieve our vision. That belief puts diversity, equity, and inclusion at the center of everything we do. We are keenly aware of the barriers that many of us face as we strive to live life on our own terms. That’s why, as a community, we are committed to always being part of the solution. This work is essential to who we are as an organization. Together, we are making a better state possible for everyone. As a team member, you’ll join an agency that values a learning and participatory performance culture with an emphasis on high-performance teams, individual contribution/impact, and engagement in activities to promote and support programs, divisions, and the overall agency vision and mission.

About the role

MassAbility is hiring a Principal Service Designer to help transform the way we deliver services to people with disabilities.

In this role, you will lead our design efforts. We need a systems thinker who thrives on understanding people and complex services. You'll work on making constituents’ journeys streamlined and harmonious, and you’ll improve how we plan and deliver services that involve different MassAbility teams, programs, and sometimes other government agencies.

This position is a full-time contract role. The work schedule is Monday through Friday, 9 a.m.-5 p.m. eastern time, in a hybrid arrangement, with one to two days per week spent in our office at 40 Broad Street in Boston’s Waterfront neighborhood. This position is expected to occasionally travel to Area Office locations within the Commonwealth of MA in support of their work.

What you’ll do

You’ll join a growing team within MassAbility’s Department of Excellence & Innovation and lead service design projects across the agency – nothing is off limits. Our ambitions span our public presence and the way people research and apply for services, the way our program teams manage relationships and services with participants and partners, our agency’s financial operations, and more.

Responsibilities

As Principal Service Designer, your mission is to put MassAbility on the cutting edge of accessible service design, creating delightful experiences for participants and staff alike. In this role, you will:

• Envision end-to-end experiences that blend digital and in-person touchpoints. Design, prototype, test, and refine.
• Find ways to transform service delivery to improve the end-to-end experiences of our constituents.
• Create service design artifacts (e.g., future-state service blueprints, customer journey maps, scenarios, experience models, narratives, etc.) to help the team understand constituent experiences.
• Collaborate with other experience owners/product managers, experience designers, researchers, engineers, vendors, program staff, service providers, employers, and constituents.
• Contribute to roadmap development and help us develop a future-state service vision and an experience strategy.
• Help us grow a constituent-centered service design mindset and adopt and integrate constituent experience best practices across MassAbility: Define best practices, mentor others, and facilitate learning.
• Connect participant and staff research to service, process, and technology decisions. Help MassAbility prioritize improvements based on demonstrated needs rather than technology alone.
• Facilitate collaboration across programs, operations, IT, and leadership to build a shared understanding of service challenges and develop practical, sustainable improvements.

We'd love to hear from you if you have

• An interest in helping the public and building accessible experiences
• 8-10 years of professional experience in service design and digital product design
• 5+ years of experience as a lead service designer in agile cross-functional design and development environments
• 3+ years of experience in complex government environments (or something similar)
• Demonstrated ability navigating ambiguity and enabling teams to make difficult decisions
• Deep expertise in service design, experience research, experience/design strategy
• Solid experience, skill, and creativity in experience/interaction design and rapid prototyping
• Outstanding facilitation and consultation skills
• Strong system thinking skills
• Deep understanding of all facets of iterative human-centered design, development, and delivery
• Strong expertise in and commitment to accessible, inclusive, design
• Outstanding coaching and mentorship skills
• Outstanding communication and storytelling skills

Additional Information:

This is a contract position working up to 37.5 hours per week. Benefits are unavailable except for sick leave accruals. Contracts are renewable, subject to the Department's approval, performance, and allocation of funds. All employees will be paid on a bi-weekly basis and must have direct deposit. State and federal taxes will be withheld. In addition, the contractor must participate in the Alternative Retirement Program mandated by federal law. Contract Period of Service: start date TBD - 6/30/2027 *(Renewable subject to available funding)

About MassAbility

MassAbility provides services that break down barriers and empower people with disabilities to live life on their own terms. Our programs focus on vocational rehabilitation, community living, and disability determination for federal benefit programs. We are change agents and community builders. And we put the people we serve at the heart of everything we do. We envision a Commonwealth that is open to all, where everyone can seize their true potential and contribute fully to our communities and the world. Together with stakeholders, partners, and allies, MassAbility collaborates, problem-solves, and innovates to bring about a better Massachusetts for everyone—one that is truly equitable, accessible, and inclusive.

For more information about our agency and programs, visit: MassAbility | Mass.gov

Pre-Offer Process:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori and click on "Information for Job Applicants." As part of the hiring process, the Office of Human Resources will be verifying any college-level degrees conferred to the selected candidate. Additionally, any licensure required for the position will be verified. Information provided as part of the hiring process is subject to the Massachusetts Public Record Law and may be published on the Commonwealth’s website.

ADA Reasonable Accommodation:

If you require a reasonable accommodation with the application/interview process, please contact us at: EOHHS Candidate ADA Requests. For questions regarding this requisition, please contact the Executive Office of Health and Human Services Human Resources at 1-800-510-4122 and select option 4. Applicants should upload a cover letter and resume for the Principal Service Designer, requisition.

Salary placement is determined by a combination of factors, including the candidate’s years of directly related experience and education, and alignment with our internal compensation structure as set forth by the Human Resources Division’s Hiring Guidelines. For all bargaining unit positions (non-management), compensation is subject to the salary provisions outlined in the applicable collective bargaining agreement and will apply to placement within the appropriate salary range.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.