Human-Centered Design (HCD) Lead

Job Title: Human-Centered Design (HCD) Lead

Job Location: Juno Beach, FL

Job Type: Long Term Contract

Job Overview

We are seeking an experienced IT Business Systems Analyst Lead (HCD Contractor) to drive user-centered design initiatives across ServiceNow platforms. This role will act as a key liaison between business stakeholders and IT teams, ensuring solutions are intuitive, impactful, and aligned with organizational goals.

The ideal candidate brings deep expertise in Human-Centered Design (HCD), strong ServiceNow experience, and a passion for delivering exceptional user experiences through research-driven insights.

Key Responsibilities

• Lead Human-Centered Design (HCD) efforts for ServiceNow initiatives
• Conduct usability testing, experience benchmarking, and user research
• Analyze user behavior and channel interactions to guide design decisions
• Perform qualitative and quantitative research to derive actionable insights
• Develop personas, journey maps, and experience blueprints
• Identify pain points using root cause analysis and recommend solutions
• Facilitate design thinking workshops and stakeholder co-creation sessions
• Collaborate with cross-functional teams to ensure user-centric solutions
• Create storyboards, prototypes, and design concepts using tools like Figma
• Present research findings and design recommendations to leadership
• Act as a bridge between business stakeholders and IT teams for ServiceNow projects

Required Qualifications

• Strong experience as a Business Systems Analyst / HCD Specialist
• Expertise in Human-Centered Design (HCD) methodologies
• Hands-on experience with ServiceNow platform (workflows, UI/UX, integrations)
• Proven experience in usability testing and user research techniques
• Proficiency in design tools such as Figma
• Strong knowledge of design thinking, journey mapping, and experience strategy
• Excellent communication and stakeholder management skills
• Ability to translate business needs into user-centric technical solutions

Preferred Qualifications

• Experience in enterprise IT environments or digital transformation programs
• Exposure to Agile/Scrum methodologies
• Background in UX/UI strategy or product design