Job DescriptionThe organization is seeking Subject Matter Expert to serve as a
Human-Centered Design (HCD) Strategist. This role will collaborate with stakeholders across policy, operations, technology, and service delivery to ensure that systems and processes align with real user needs and operational realities.
The initiative aims to
increase retention, reduce coverage disruptions, and embed modern, user-centered practices across systems, services, and operations.
Key Responsibilities- Serve as the Human-Centered Design Strategist, providing domain expertise while working across cross-functional teams including policy, operations, eligibility, and technology.
- Lead HCD efforts across the full lifecycle of eligibility, enrollment, and renewal processes by analyzing current experiences and designing improved solutions.
- Conduct qualitative user research with program participants and frontline staff to identify pain points, inefficiencies, and unmet needs.
- Translate research insights into:
- Service blueprints
- Journey maps
- Prototypes
- Actionable design recommendations
- Ensure all solutions prioritize:
- Usability
- Accessibility (Section 508 / WCAG standards)
- Inclusion and equity for diverse populations
- Contribute to and evolve design system standards to ensure consistency and quality across digital and service experiences.
- Facilitate stakeholder engagement across business, technical, and leadership teams, bridging gaps between policy, operations, and technology.
- Present research findings, design recommendations, and outcome metrics in clear, decision-ready formats.
- Ensure solutions comply with applicable policy, regulatory, and operational requirements while delivering measurable improvements.
- Lead HCD capacity-building efforts by:
- Promoting iterative, cross-functional ways of working
- Supporting knowledge sharing and documentation
- Mentoring teams on HCD practices
- Collaborate with engineers, product managers, and analysts to translate insights into:
- Technical requirements
- User stories
- Acceptance criteria
- Adhere to all organizational security, change management, and project management standards.
- Be flexible to work outside standard hours when needed (including weekends or holidays).
RequirementsMinimum Qualifications- Minimum of 7 years of professional experience in Human-Centered Design, Service Design, UX Strategy, or a related field.
- At least 3 years of experience delivering outcomes in complex or regulated environments (e.g., healthcare, financial services, or large-scale systems).
- Demonstrated experience designing digital products or services using HCD principles in collaboration with engineering and product teams.
- Strong ability to work in cross-functional teams and translate between technical and non-technical stakeholders.
- Expertise in qualitative research methods, including:
- User interviews
- Contextual inquiry
- Usability testing
- Insight synthesis
- Expertise in service design methods such as:
- Journey mapping
- Service blueprinting
- Ecosystem mapping
- Prototyping
- Experience designing for accessibility, equity, and diverse populations, including familiarity with WCAG and inclusive design practices.
- Familiarity with working in structured or compliance-driven environments.
- Strong communication skills with the ability to present complex ideas clearly to diverse audiences.
- Proven ability to deliver outcomes in complex, multi-stakeholder environments.
Preferred Qualifications- Knowledge of public benefit programs or similar large-scale service delivery systems.
- Experience working with organizations serving diverse or underserved populations.
- Familiarity with policy, compliance, and procurement constraints in regulated environments.
- Experience with agile delivery, service modernization, or digital transformation initiatives.
- Experience contributing to or maintaining a design system.
- Experience designing AI-assisted or self-service user experiences with responsible and ethical considerations.
- Background in plain language, content design, or public-facing communications.
- Experience facilitating workshops, design sprints, and research sessions.
- Experience mentoring or training teams in HCD methods.
- Relevant professional certifications (e.g., UX, service design, usability).
