Overview

***IMMEDIATE HIRING***

As a core member of their customer experience team, you will collaborate with our customer and their stakeholders to:

  • assess the current state of the core services our customer provides the American citizens, state, local, tribal, and territorial governments, and private industry;
  • identify challenges and opportunities in customer journeys, interactions, and touchpoints;
  • craft and test innovative approaches to improving service delivery and the customer experience; and
  • foster the growth of a customer-centric culture across the federal enterprise.

The ideal candidate possesses extensive experience planning and executing customer research, using their findings to reveal key insights that guide the design of dynamic experiences that exceed the expectations of both our customers and the citizens and organizations they serve.

You will work closely with CX teammates to create engaging, customer-focused experiences across services, applications, and websites that are critical to our customer’s mission success.

Job Responsibilities:

  • Plan and execute robust customer research using a variety of engagement strategies and tools (surveys, interviews, focus groups, observations,etc.)
  • Plan and lead design sprints, CX demos, and CX trainings.
  • Create research reports, customer journey maps, workflows, user personas, day-in-the-life scenarios, and use case summaries that develop a clear understanding and empathy for our customers.
  • Participate in rapid prototyping and testing of design concepts together with customers.
  • Collaborate with federal practice engineers and federal clients to define, design, and implement innovative, intuitive solutions for use by our federal customer and their stakeholders.
  • Validate new designs through user testing, collecting and incorporating user feedback throughout the product development process.
  • Collaborate in the creation of customer experience success stories, case studies, demonstrations, and trainings.
  • Craft scalable CX resources and templates (e.g., playbooks, frameworks, etc.) that will guide the growth and evolution of a customer-centric mindset within the federal government.

Required Skills:

  • Must be a US Citizen
  • Must be able to obtain a Public Trust
  • Bachelor’s Degree in Customer Experience Design, Human Centered Design, User Experience Design, Service Design, or related field.
  • 7+ years professional CX design experience (can be combined with UX experience)
  • Strong online portfolio that showcases the candidate’s CX design experience and deliverables
  • Proficiency crafting key CX deliverables (e.g., customer journey maps, research plans, empathy maps, service blueprints, stakeholder maps, user flows, storyboards, interaction models, wireframes and prototypes for complex systems, testing plans, etc.)
  • Experience interpreting customer research and analytics to produce key insights and recommendations
  • Experience collaborating with UX/ UI designers and technical teams for high-fidelity prototyping, piloting, testing, and implementation efforts
  • Results-oriented problem solver with high standards for quality, accuracy, attention to detail, and overall excellence
  • Excellent written and oral communication skills, demonstrating the ability to present projects and status reports to customers and stakeholders
  • Self-starter, motivated, confident and has ability to work independently as well as in a team environment
  • Success on projects designed from scratch as well as redesigns for established platforms or products
  • Experience managing multiple projects simultaneously
  • Experience training and mentoring team members on CX methodologies and best practices
  • Experience planning and facilitating design sprints, HCD design sessions, and CX brown bags

Desired Skills:

  • Experience working in Agile or similar lean delivery team
  • Experience using Microsoft 365 suite