UX Designer II

Fearless is looking for a Service Designer II to add to our diverse team of 250 employees (and counting!).

What you’ll be doing

We’re looking to change the world by building software with a soul, and we want your help.

The Service Designer II designs systems at scale with a multidisciplinary team of design, research, product, and engineering. Champions people-first concepts, working hand-in-hand with partners to implement services across digital and physical product spaces. Communicates and envisions service concepts and ideas using a diverse set of methods and tools that illustrate all the components and touch-points of the service. Works in cross-functional teams that include expertise in design, product strategy, technical architecture, software engineering, data science, and procurement to optimize all digital and analog aspects of the end-to-end experience. Instills project teams with the confidence and discipline to explore innovative design solutions while respecting agency objectives and deadlines in a collaborative and meaningful way.

Organizational and Leadership Role 

• Independently executes and implements solutions with minimal direction from senior Designers or team leaders.
• Coaches and mentors others to develop their professional skills and improve the quality of their work.
• Strengthens Fearless’ service design community and fosters positive collaboration across the company.

Functional Roles:

Collaboration & Communication

• Recommends tools and methods to the team and customer. 
• Facilitates difficult discussions within the team, diverse senior stakeholders, and customers. 
• Evaluates current strategies to ensure business requirements are being met and exceeded where possible, and communicates the findings to the team and customer.
• Articulates how services connect consumers and customers to business objectives.
• Collaborates, actively networks, and provides diverse feedback to the team at times when information can be fully absorbed.

Research & Analysis 

• Designs and conducts research activities with customers and team members to drive a deep understanding of the people that use products and services. 
• Identifies the needs of technical and business stakeholders and interprets them in a way that is clear for both audiences.
• Communicates research findings, conceptual ideas, detailed designs, and design rationale and goals both verbally and visually. 

Design

• Maps the service experiences of users and defines how organizations need to change their delivery and services to be most effective. 
• Crafts user journey maps, user personas, and service blueprints that identify pain points and address all dimensions of the customers’, users’ and business’s needs in a given service.
• Contributes to the development and iteration of design concepts.
• Facilitates participatory and iterative design activities and co-creation workshops with stakeholders and team members. 
• Designs solutions based on evidence that target both the user’s experience and the organization’s ability to implement and scale. 
• Designs prototypes and solutions for all touch points throughout experiences across networks of users and interactions. 
• Creates or collaborates on prototypes of various levels of fidelity to showcase user needs across omni-channel journeys.
• Designs, builds, and executes usability tests for service and product prototypes.

Must-Have Skills

• 10+ years of experience 
• Understanding of service design principles, design thinking, human-centered design, visual design, interaction design, content design, user research, and user-centered design strategies.  
• Experience of three basic service movements: before, during, and after.
• Ability to absorb large amounts of potentially conflicting information and use it to produce simple designs. 
• Ability to identify and communicate constraints and work within them. 
• Experience differentiating user needs and the desires of users.
• Experience working in agile, including an awareness of agile tools and how to use them. 
• Experience with a variety of prototyping tools and techniques. 
• Experience conducting a variety of research activities with customers and/or using qualitative and quantitative tools for research.
• Ability to operate and manage work, strategically reason, build relationships, and influence others.

Icing-on-the-Cake Skills 

• Experience using service design skills such as systems design, business design, industrial design, graphic design, or interaction design. 
• Experience concepting and iterating on interactive prototypes. 
• Experience working with Government customers.  

What else you should know?:

Our people make us who we are. We believe that every member of the Fearless team has something to share, and we value the unique viewpoint you’ll bring to our community. But we value your community, too, so we offer fulfilling work that stays in balance with the rest of life. Because everyone has different needs, desires, and goals, our benefits offer the choices and flexibility that our team members need to live well and succeed. Here are a few highlights of our benefits package:

• Flexible schedule
• Family-friendly workplace
• 14 days of PTO allowance (not accrued so you get it up front!) PTO + 8.75 days sick leave + 11 federal holidays + your birthday off!
• HSA, HMO, or PPO plan and Employee Wellness Plan
• Tech, education / training, and snack allowances
• Free parking in downtown Baltimore / public transit coverage
• Safe Harbor 401(k) plan with employer contributions and immediate vesting

Location:

• In-person, hybrid, and remote options are available. Our offices are located in Baltimore and Montgomery.
• All new employees must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for the position. Reasonable accommodations for qualified exemption requests will be considered.

Our Compensation System is designed to reward remarkable work, grow your impact and support the whole “you” over the course of your career.

We believe in paying people fairly, so we've established a compensation model aimed to ensure everyone at Fearless — regardless of race, ethnicity, gender, sexual orientation, disability, religion, age, nationality, or negotiation skills — is given equal pay for equal work.

Our approach to compensation is intended to ensure our total package serves all of your needs and includes base pay, medical and other benefits, performance rewards, 401k matching, plus a few perks (tech and wellness reimbursement programs)!

Our salary ranges are determined based on role, level and location and provide team members salary growth within a salary grade over time. Team members automatically progress within a salary range through annual increases (given to reward service at Fearless) or merit increases (given to reward and individual's demonstrated performance and growth within the position). Fearless team members are also eligible for discretionary bonuses based on company performance.

The salary ranges for this position based on location are listed below.  The base pay range is subject to change and may be modified as a part of our annual salary range review.

• AL, FL, GA, TN Residents:  $81,946 (min) - $104,482 (mid) - $127,017 (max)
• NC Residents: $84,481 (min) - $107,713 (mid) - $130,945 (max)
• DE, MD, PA, TX, VA Residents: $88,705 (min) - $113,099 (mid) - $137,493 (max)
• DC Residents: $99,687 (min) - $127,101 (mid) - $154,515 (max)
• CA & NY Residents: $103,067 (min) - $131,410 (mid) - $159,753 (max)

Within the range, starting pay for team members is based on the evaluation of the alignment with the position description requirements including job-related skills and experience or training.  This range reflects your earning potential over the course of your career at Fearless in this position.

So, what’s next?

Over the years, we’ve honed a 3-step interview process that helps ensure that every employee we hire is the right fit for us and that we’re the right fit for them. If we think you’re a good fit, we’ll get in touch and start scheduling your interviews!

• Culture Add Interview - We’re a people-first company, so we always start off by getting to know more about you, how you work, what your career goals are, and what you’re passionate about. This is your opportunity to ask questions and get a feel for Fearless, so don’t be shy!
• Technical Interview - This is where we get into the nitty gritty of the project. During the Technical Interview, you’ll be interviewed by our Passion Coaches and/or the team’s Project Lead to make sure your skills align with the project requirements.
• Business Interview - At this point, you’ve made it to the final frontier! The Business Interview is when you’ll meet with Fearless leadership to dot the i’s, cross the t’s, and determine whether or not we’ll be moving forward with the hiring process.

About Fearless:

Fearless is a full-stack digital services firm in Baltimore that delivers sleek, modern, and user-friendly software designed to push the boundaries of possibility. It's our mission to build software with a soul — tools that empower communities and make a difference — so we can create a world where good software powers the things that matter.

That’s not our only goal, though. We also strive to create a purple culture that makes our employees excited to come to work every day. That’s why we encourage our employees to pursue their passions, both in and out of the office. With built-in company mentoring, continuing education support, flexible schedules, and a family-friendly work environment, we’ve created a culture that allows our team to thrive professionally and personally.

Fearless believes in equal opportunity employment. We won’t discriminate against any employee or applicant on the basis of race, gender, nationality, age, religion, disability, military status, or sexual orientation. As a company and as individuals, we’re committed to providing an inclusive and welcoming environment for our team, our family members, our clients, our subcontractors, and our vendors.