Service Designer

Important Notice for Applicants:

At Bixal, we want to ensure a transparent and secure application process for all candidates. Official communication will come from an email address ending in @bixal.com or from talent@bixal.com. Messages from other sources may be fraudulent, and you should exercise care to avoid any links or attachments included. If you experience any challenges with your submission, please contact us at talent@bixal.com.  We're here to help!

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About Us:

Bixal is a consulting company based in Fairfax, VA, working alongside governments and organizations to help them deliver better services and experiences to the communities they serve. Using evidence-based knowledge and technology, Bixal empowers clients to deliver on their missions more effectively by fostering a culture of learning and continuous improvement.

Location

This role can work remotely from anywhere in the USA. You must be legally authorized to work in the US. Bixal does not provide visa sponsorship.  

About the SPRUCE IDIQ:  

The SPRUCE IDIQ is a $2.4 billion contract vehicle awarded by the Department of Veterans Affairs to acquire digital products and services that facilitate better user experiences. It encompasses five technical functional areas: software development and operations, technical advising and architecture planning, service design and user research studies, data science and analytics, and product support operations.

What You’ll Be Doing: 

As a Service Designer, you will join the Cartography and Shared Portal Support team, contributing to the modernization a mobile app allowing all Veterans, including those with disabilities, easy access to their benefits across web, mobile, and legacy platforms—and ensuring that the user experiences are compliant with accessibility standards. This team ensures that core navigation, content strategy, shared UI components, and health-related pathways across VA.gov and the VA Health and Benefits (VAHB) app are consistently designed, accessible, and intuitive for millions of Veterans. 

This is a full-time position contingent on contract award by our client, with a defined performance period of up to one year, with the possibility of two one-year extensions. This role offers you a unique opportunity to make a meaningful impact on a project that aligns with Bixal’s mission of delivering innovative, human-centered solutions. While the role has a fixed duration, we are committed to transparency and collaboration, keeping you informed about contract updates and new opportunities. At Bixal, we support your professional journey, ensuring your experience reflects our inclusive, purpose-driven culture and prepares you for future success. 

• Map current and future-state service experiences using tools like journey maps, service blueprints, and ecosystem diagrams.  
• Analyze and synthesize research insights from user interviews, stakeholder sessions, and data to uncover pain points, opportunities, and systemic barriers.  
• Collaborate closely with UX designers, researchers, content strategists, and technologists to co-design solutions that are technically feasible and user-centered.  
• Facilitate workshops and co-design sessions with internal teams and government stakeholders to align on problems and generate ideas.  
• Contribute to strategy and roadmapping, helping government clients prioritize service improvements based on user needs, organizational readiness, and impact.  
• Communicate complex systems and service design rationale to clients and teammates through clear visuals, storytelling, and documentation.  
• Champion human-centered design practices in federal digital services and support a culture of collaboration and continuous learning. 
• Other relevant duties as qualified and trained to perform.

• Bachelor's degree, plus a minimum of four (4) years of relevant experience, or an equivalent combination of education and/or experience. 
• Successful and proven portfolio of work demonstrating service design deliverables and thinking—such as journey maps, service blueprints, stakeholder maps, or strategy briefs. 
• Experience working on multidisciplinary teams, preferably in agile environments. 
• Familiarity with human-centered design (HCD), design thinking, or customer experience (CX) frameworks. 
• Comfortable navigating complex, regulated environments and aligning stakeholders with different goals. 
• Ability to work independently and with remote teams. 
• Excellent communication and facilitation skills. 
• Must be able to obtain and maintain a Public Trust security clearance.

• Experience working with or within federal agencies such as VA, CMS, GSA, or SBA. 
• Familiarity with 21st Century IDEA, OMB Circular A-11 Section 280, OMB Memorandum M-23-22, or other federal digital service policies. 
• Exposure to accessibility standards (Section 508/WCAG). 
• Experience with content strategy, change management, or organizational design. 

Perks & Benefits:

Flex hours

401K with matching incentive

Parental Leave

Medical/dental/vision benefits

Flex Spending Account

Company provided short-term disability and life insurance

Commuter benefits

Generous PTO

11 Paid holidays

Professional development opportunities

Please note that candidates selected may undergo a background investigation and, if applicable, meet eligibility requirements for suitability.

Our company is committed to providing equal employment opportunities for all individuals and complies with all applicable federal, state, and local anti-discrimination laws. Employment decisions are based on merit, qualifications, and business needs.