Natassia C.
Service Design Manager @Mo
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WORK HISTORY
Service Design Manager @Mo
As Service Design Solutions Lead, I secured $12.5M DAMES task order recompete and contributed to a $2.4B IDIQ award with the Department of Veterans Affairs, driving end-to-end capture and design strategy- Led service design strategy for a first-of-its-kind interactive VA catalog: including ecosystem maps, service blueprints, and data stories that empowered Product Line Managers with tools to modernize systems and improve Veteran experiences- Responded to a Congressional inquiry by delivering data-driven insights that traced Beneficiary Travel claims pain points to root causes, improving on-time payment rates by 20%- Spotted a gap in company capabilities and built a data science practice from the ground up, hiring 4 senior data scientists and integrating data into service design strategy- Grew and coached a high-performing team of 10+ hires, fostered cross-functional capability building through initiatives like Capability Lab and Service Design Jam, and represented the company at SDN, Code for America, and UX Copenhagen conferences.
EDUCATION
University of North Carolina at Greensboro
M.A., Sociology
SKILLS
ABOUT NATASSIA C.
I design public services that work better for people. Over the past 15 years I\'ve supported digital transformation in the federal civil, human services, and public health spaces. Human-centered design, agile cross-functional collaboration, and systems thinking guide how I approach my work. • Systems thinking• Service ecosystem data visualizations• Human-centered design• Service ecosystem mapping, journey mapping, service blueprints• Qualitative & quant research• User experience (UX) research• Agile product management
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