Bachelor's degree in Human-Computer Interaction, User Experience, Human Factors, Design, Computer Science, or a related field.
10+ years of experience in leading Human-Centered Design, User Experience, or Service Design initiatives.
5+ years supporting digital transformation or enterprise modernization for Federal Government.
Experience in user research, stakeholder interviews, journey mapping, persona development, service blueprinting, and usability testing.
Proven record in designing enterprise applications informed by Human-Centered Design methodologies.
Familiarity with Agile, Scrum, SAFe, and Design Thinking methodologies.
Responsibilities
Lead the Human-Centered Design strategy for the Enterprise ICAM modernization program.
Develop and maintain the HCD Plan and deliverables throughout the project lifecycle.
Plan and facilitate user research activities, gathering insights from CMS stakeholders.
Create user personas, customer journeys, and experience maps to enhance identity services.
Identify user pain points and operational inefficiencies in current business processes.
Collaborate with various teams to design user-centric business processes and workflows.
Ensure compliance with accessibility requirements and usability standards across solutions.
Develop metrics, satisfaction measures, and KPIs to evaluate user experience effectiveness.
Engage stakeholders for feedback to validate designs and recommendations.
Support strategy development by integrating user-centered design principles into governance frameworks.
Benefits
Flexible work arrangements to support work-life balance.
Professional development opportunities, including training and certifications.
Health and wellness programs to promote employee well-being.
Collaborative work environment with cross-functional teams.
Engagement with diverse user communities for impactful design solutions.
Full Job Description
Responsibilities
Lead the Human-Centered Design (HCD) strategy for the Enterprise ICAM modernization program.
Develop and maintain the Human-Centered Design (HCD) Plan and HCD deliverables throughout the project lifecycle.
Plan and facilitate user research activities, including interviews, workshops, focus groups, surveys, contextual inquiries, and usability testing with CMS stakeholders.
Develop user personas, customer journeys, empathy maps, service blueprints, storyboards, and experience maps to understand user needs and improve enterprise identity services.
Analyze current-state business processes and identify user pain points, operational inefficiencies, and opportunities for process simplification and automation.
Collaborate with Enterprise Architects, Business Analysts, ICAM Analysts, and CMS stakeholders to design user-centric business processes and enterprise workflows.
Apply Human-Centered Design methodologies to improve identity lifecycle management, authentication, authorization, access request, and provisioning experiences.
Ensure all enterprise ICAM solutions comply with Section 508 accessibility requirements and applicable usability standards.
Develop usability metrics, customer satisfaction measures, and user experience Key Performance Indicators (KPIs) to evaluate solution effectiveness.
Facilitate stakeholder engagement sessions to gather feedback and validate proposed designs, workflows, and modernization recommendations.
Support the development of the Greenfield ICAM Strategy, Implementation Plan, Governance Framework, Strategic Roadmap, and Policy Recommendations by incorporating user-centered design principles.
Work closely with Agile delivery teams to ensure continuous user feedback is incorporated into solution development.
Present research findings, design recommendations, prototypes, and usability reports to leadership and governance boards.
Maintain HCD artifacts and project documentation using agency-approved collaboration tools, including JIRA, Confluence, and GitHub.
Required Qualifications
Bachelor's degree in Human-Computer Interaction (HCI), User Experience (UX), Human Factors, Design, Computer Science, or a related field.
Minimum 10 years of experience leading Human-Centered Design (HCD), User Experience (UX), or Service Design initiatives.
Minimum 5 years supporting Federal Government digital transformation or enterprise modernization programs.
Demonstrated experience conducting: User research, Stakeholder interviews, Journey mapping, Persona development, Service blueprinting, Usability testing, Business process modeling
Experience designing enterprise applications using Human-Centered Design methodologies.
Experience facilitating workshops with executive leadership, business stakeholders, and technical teams.
Knowledge of Agile, Scrum, SAFe, and Design Thinking methodologies.
Excellent written, verbal, facilitation, and presentation skills.
