User Experience Research Lead

Job Description

T+S

no h1

onsite day 1

need linkedIn and DL

What you’ll do (Duties and Responsibilities)

• Scope, plan, and lead experience research and design work to support the design and delivery of digitally enabled end-to-end government services within a complex cross-functional environment
• Collaborate with project, business, and technical leaders, cross-functional teams, service providers, partner vendors, and constituents to provide strategic guidance and support for the Integrated Eligibility and Enrollment Common Portal initiative
• Identify and prioritize opportunities and formulate and execute strategies to improve constituent experiences and outcomes
• Collaborate with diverse stakeholders to facilitate shared understanding on constituent experience goals, strategies, and decisions
• Plan and conduct iterative, inclusive experience research to evaluate interactions and inform the development of the Common Portal initiative
• Participate in the creation and refinement of useful experience research and design artifacts, e.g. experience models, journey maps, service design blueprints, prototypes, wireframes, etc.
• Champion a practical people-centered approach to serving diverse constituents served by EHS agencies
• Facilitate experience reviews
• Participate in planning and conducting experience design workshops and enablement experiences for EOHHS
• Coach and teach others about people-centered experience design and XDR
• Create and execute a plan to grow the EOHHS XDR team and its capabilities over time, including hiring new team members
• Collaborate with partner vendors, Commonwealth’s Experience Design and Research community of practice, the Constituent Experience Center of Excellence, and the Mass Digital XDR team

Experience, Skills, and Abilities

• Eight (8) plus years of professional experience in digital product and service design, including Three (3) plus years of experience as an XDR practitioner and/or team lead in complex government environments or analogous orgs
• Five (5) plus years of experience as an XDR team lead in digital product development and service design environments
• Proven track record of growing and leading high performing XDR teams
• Enthusiastic about solving problems facing public-sector human services agencies and promoting access to services using modern technology, design, and research practices
• Deep understanding of all facets of people centered design with outstanding hands-on expertise in 2 or more essential XDR skills, e.g., service design and interaction design
• Extremely strong systems-thinking skills
• Strong expertise in and commitment to accessible, inclusive, and equitable design
• Outstanding coaching and mentorship skills
• Outstanding communication, storytelling, facilitation, consulting, and organizational change skills

Qualifications

• Eight (8) plus years of professional experience in digital product and service design, including Three (3) plus years of experience as an XD
• R practitioner and/or team lead in complex government environments or analogous orgs
• Five (5) plus years of experience as an XDR team lead in digital product development and service design environments
• Proven track record of growing and leading high performing XDR teams
• Enthusiastic about solving problems facing public-sector human services agencies and promoting access to services using modern technology, design, and research practices
• Deep understanding of all facets of people centered design with outstanding hands-on expertise in 2 or more essential XDR skills, e.g., service design and interaction design
• Extremely strong systems-thinking skills
• Strong expertise in and commitment to accessible, inclusive, and equitable design
• Outstanding coaching and mentorship skills
• Outstanding communication, storytelling, facilitation, consulting, and organizational change skills

Responsibilities

• Scope, plan, and lead experience research and design work to support the design and delivery of digitally enabled end-to-end government services within a complex cross-functional environment
• Collaborate with project, business, and technical leaders, cross-functional teams, service providers, partner vendors, and constituents to provide strategic guidance and support for the Integrated Eligibility and Enrollment Common Portal initiative
• Identify and prioritize opportunities and formulate and execute strategies to improve constituent experiences and outcomes
• Collaborate with diverse stakeholders to facilitate shared understanding on constituent experience goals, strategies, and decisions
• Plan and conduct iterative, inclusive experience research to evaluate interactions and inform the development of the Common Portal initiative
• Participate in the creation and refinement of useful experience research and design artifacts, e.g. experience models, journey maps, service design blueprints, prototypes, wireframes, etc
• Champion a practical people-centered approach to serving diverse constituents served by EHS agencies
• Facilitate experience reviews
• Participate in planning and conducting experience design workshops and enablement experiences for EOHHS
• Coach and teach others about people-centered experience design and XDR
• Create and execute a plan to grow the EOHHS XDR team and its capabilities over time, including hiring new team members
• Collaborate with partner vendors, Commonwealth’s Experience Design and Research community of practice, the Constituent Experience Center of Excellence, and the Mass Digital XDR team