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Human Centered Design Lead

  • Baltimore, Maryland
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.
Desired Certifications
  • Human-Centered Design (HCD) Certification
  • Certified User Experience Professional (CXA/CUXP)
  • Certified Scrum Master (CSM)