Service Design Jobs in Boston, MA (NOW HIRING)

The Data Quality & Service Design Specialist ensures the agency case management system delivers accurate, reliable, auditready data while also advancing humancentered service design across programs. This role blends analytical precision with customerexperience insight-improving data integrity, redesigning workflows, and strengthening the usability and effectiveness of digital and inperson services. Key responsibilities include data validation and accuracy checks across programs, audit readiness through documentation, controls, and quality reviews, customer journey mapping to identify pain points and opportunities, workflow redesign to improve efficiency and reduce friction, user feedback to understand staff and customer needs and service blueprinting to align frontstage and backstage operations.

Continuous improvement using data insights, design feedback and crossprogram collaboration to ensure consistency and integrated service delivery is required.

The agency is in the process of introducing new systems, products, and applications that will be replacing the outdated MOSES case management system and associated systems. Knowledge of software as service (SaaS) and associated skills will be needed for the transition.  This specialist should possess a spectrum of systems analysis skills, including collecting information from systems users, analyzing business requirements and committing the analysis to written specifications and test plans, and testing and documenting systems.  

It is preferred that this position must be familiar with workforce development programs.  There will be a need to interpret federal and state regulations and develop workflows for system changes to meet federal and state program and reporting requirements. 

DUTIES:

1. Conduct data validation reviews to ensure accuracy, completeness, and consistency across program records.
2. Monitor data integrity by identifying errors, trends, and anomalies that may impact reporting or compliance.
3. Develop data quality standards and ensure they are applied consistently across programs and staff.
4. Collaborate with reporting teams to ensure dashboards and performance reports reflect accurate, validated data.
5. Support corrective actions by identifying root causes of data issues and recommending solutions.
6. Provide staff coaching on data entry, documentation, and quality expectations.
7. Map customer journeys to understand staff and customer experiences across programs.
8. Use research through interviews, observations, and feedback to identify pain points.
9. Create service blueprints that align frontstage interactions with backstage processes and system workflows.
10. Redesign workflows to improve efficiency, reduce friction, and support seamless service delivery.
11. Prototype and test improvements with staff and customers before full implementation.
12. Ensure accessibility and usability across digital and inperson service channels.
13. Document service standards that support consistent, highquality customer experiences.
14. Collaborate with configuration specialists to ensure workflows and forms reflect accurate data rules and service design principles.
15. Test new releases to confirm data fields, validations, and workflows function as intended.
16. Identify system enhancements based on data quality findings and user experience insights.
17. Support crossprogram alignment by ensuring workflows and data rules work consistently across federal and partner programs.
18. Partner with program leaders to ensure service design aligns with policy and operational needs.
19. Work with training teams to develop job aids, guidance, and curriculum related to data quality and workflow use.
20. Coordinate with IT and vendor teams to resolve issues and implement improvements.
21. Facilitate feedback loops between staff, leadership, and system teams to support continuous improvement.
22. Analyze trends in data errors, workflow bottlenecks, and customer experience issues.
23. Recommend operational improvements based on data and design insights.
24. Monitor impact of implemented changes to ensure they improve quality and experience.
25. Support innovation initiatives by contributing datadriven and humancentered perspectives.
26. Exercise sound judgment, especially in the area of maintaining confidentiality.
27. Work both independently and in a team environment, to deal with constant change, and to participate in continual process improvement.
28. Technical proficiency with CRM systems, analytics platforms, digital collaboration tools like or similar to MS Office, SharePoint, and Teams.
29. Support the operation of the Office of Workforce Innovation and MassHire Innovation Project as requested.
30. Other duties as assigned.

First consideration will be given to those applicants that apply within the first 14 days.
Minimum Entrance Requirements: 
Applicants must have at least (A) three years of full-time, or equivalent part-time, professional experience in electronic data processing, of which (B) at least one year must have been in work in which the major duties included computer systems analysis, or (C) any equivalent combination of the required experience and the substitutions below. 
SUBSTITUTIONS: 
I. An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.* 
II. A Bachelor's or higher degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.* 
III. A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.* 
IV. An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a  maximum of one year of the required (A) experience. 
V. Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required (A) experience. 
*Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed. 
NOTE: No substitution will be allowed for the one year of the required (B) experience. 
Special Requirements:  None

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.