About Huntridge Labs

Overview

Huntridge Labs is a digital engineering company focused on delivering modern solutions for public benefit that are backed by emerging technologies.

Mission over Margin

We value serving the client mission over everything else. We believe there are too many public sector-focused firms in this industry that are distracted by their bottom line, forcing their customers and the public take a back seat. We started Huntridge Labs to be better. We are here to benefit the general public by helping the government solve critical technology challenges.

We Do Not Settle for Mediocrity

Our philosophy is "A's hire A's." As such, we hire top talent into every position. We roll up our sleeves to solve our industry’s toughest challenges, which requires incredibly talented people at our side. We offer one of the best benefits packages in the industry to prove our commitment to attracting and retaining the best talent. We also understand that our company may not be for everyone. Every new employee is subject to a 90-day probationary period. If this is not a good fit, we may decide to part ways. We will make sure you are taken care of financially until you can find a new role.

About You

Regardless of the role you are applying for, you will be a great fit in Huntridge Labs if this describes you: 

• You are a top performer in your current role
• You are radically collaborative and transparent with your peers, clients, and leadership
• You enjoy succeeding as a team
• You love solving problems and trying new things
• You hate bureaucracy, red tape, and wasteful processes
• When you see something that's broken, you fix it
• "That's not my job" doesn't exist in your vocabulary

If you do not meet the qualifications listed below, but believe you are fully capable of doing this job, please apply anyway.

Senior Service Designer (AI Ecosystems & Value Realization)

Role Overview

As a Senior Service Designer, you will architect the end-to-end service journeys where humans and AI agents collaborate, directly translating AI investments into measurable business value. Your mission is to maximize AI agent containment rates, reduce organizational cost-to-serve, and accelerate time-to-market for AI initiatives, all while maintaining high customer satisfaction (CSAT) and brand trust.

Key Business Value Impact Areas

• Maximize AI Return on Investment (ROI): Design high-efficiency service blueprints that strategically deploy autonomous AI agents to automate high-volume, low-complexity tasks, significantly lowering operational overhead.
• Protect Retention & Reduce Containment Leakage: Architect robust fallback and escalation mechanisms. By ensuring AI "fails gracefully," you prevent customer churn and ensure expensive human agents are routed only to high-value, complex cases.
• Drive Adoption and Conversion Metrics: Design intuitive, transparent AI touchpoints that overcome user skepticism, accelerating feature adoption, boosting conversion rates, and improving Net Promoter Scores (NPS).
• Compress Time-to-Market: Utilize advanced GenAI synthesis and simulation tools to shrink traditional research-to-prototype design cycles by 40%, lowering R&D costs and enabling faster market deployment of AI features.
• Scale Design Velocity: Build reusable frameworks and self-service service design toolkits, empowering product and engineering teams to self-assess service risks and launch AI features without operational bottlenecks.

Targeted Business Outcomes (Key Performance Indicators)

• Deflection & Containment Rates: Measurable increase in successfully automated resolutions without a corresponding drop in customer satisfaction.
• Cost-to-Serve Reduction: Proven decrease in customer support operational costs through optimized hybrid routing.
• Average Handle Time (AHT): Reduction in total resolution time for complex issues through seamless AI-to-human handoffs.
• Feature Adoption Velocity: Accelerated time-to-value for newly launched enterprise AI capabilities.

Key Responsibilities

• Design Hybrid Ecosystems: Create target-state service blueprints that choreograph interactions across customers, frontline staff, and backend AI agents.
• Architect AI Failure & Escalation Paths: Proactively design for probabilistic technology; build robust routing mechanisms and safety nets for when an AI model hallucinates or gets stuck.
• Preserve Customer Agency & Trust: Define design patterns that explicitly convey AI uncertainty and give users a clear, immediate path to human intervention.
• Accelerate with AI Workflows: Leverage advanced GenAI tools (LLMs, prompt-based data analysis) to instantly synthesize research data and model service simulations.
• Enable Cross-Functional Teams: Build reusable frameworks and tooling that allow product managers and operations teams to evaluate the service implications of AI prior to code deployment.

Core Requirements

• Experience: 5+ years leading service design or product strategy, with a proven track record of tying design interventions to hard business metrics (revenue, retention, efficiency).
• AI & Operational Fluency: Deep, practical understanding of generative AI capabilities, agentic design principles, conversational UI, multi-modal interfaces, and backend operational cost structures.
• Systems Thinking: Proven ability to map front-end user touchpoints to intricate back-office operational realities, data pipelines, and business logic.
• Data-Driven Mindset: Ability to balance qualitative user insights with quantitative business analytics to prioritize high-impact design changes.
• Influence Without Authority: Exceptional facilitation skills with a track record of driving cross-functional alignment across engineering, product, and operations
• Salary Range-$145-$155k