Human Centered Design Strategist

The 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.

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).

Requirements

Minimum 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).