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.

\nRequired Qualifications\n\n

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.

\nDesired Certifications\n\n

Human-Centered Design (HCD) Certification
Certified User Experience Professional (CXA/CUXP)
Certified Scrum Master (CSM)

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