UX Research Lead [Remote]

• Collaborate with a cross-functional team of product managers, solution architects, designers, and program / delivery managers to deliver positive, accessible and impactful user experiences.

• Using relevant human centered research methods, develop and lead approaches to discovery that establish research objectives, directly involve users, and provide stakeholders with a deeper understanding of the environment (and its opportunities and constraints) as well as the key problems to solve. 

• Educate customers and partners on the design process while working through it to demonstrate the how and more importantly the why of the process (that they've already purchased), being pragmatic in application / dynamic to meet customers where they're at. 

• Design, test and rapidly iterate on service design artifacts, workflows, etc. to validate assumptions and hypotheses with users, demonstrate fixes for their issues, and get us closer to the envisioned service delivery state (which will be configured COTS to enable internal workflow and processes).

• Create deliverables that drive the product vision, using a mix of design systems, research findings, wireframes, sitemaps, flowcharts, storyboards, and user stories, personas and journey maps. 

• Proactive capturing of user insights, design opportunities, and translation into documentation of use cases, user stories and product requirements.

WHAT OUR CLIENT IS LOOKING FOR

• 8+ years of design experience in a team environment who has experience leading multiple digital service projects using a consultative approach with an ability to understand client expectations, work as a cross-functional team, and be accountable for delivering against user needs. 

• Deep experience leading and employing HCD research and design methodologies to uncover problem spaces and identify solutions. 

• Experience advocating for, and educating clients on, the use of true human centered design methodologies and practices.

• Ability to integrate and collaborate across design research, product management, and engineering disciplines to identify priorities and create a shared understanding as it relates to the UX and broader product direction.

• Expert at prototyping at different levels of fidelity and using the right modern design platform to drive the project forward.

• Experience working in both agile and waterfall methodologies, and using toolsets such as GitHub and Backlog management tools to create user stories. 

• Excellent ability to communicate to and collaborate with project stakeholders and SMEs to establish support and buy-in as part of product decision-making and direction setting.

• A growth mindset and love of learning both new ideas and ways of working, architecting radically collaborative environments that drive behaviors needed to transform experiences, and a willingness to ask for help early and often.

• An empathetic approach to conversations with users, clients, partners and our client's team members.

• Experience working in a fully remote team environment or remote freelancing.

• Nice To Have: Experience working on federal government systems (VA experience preferred).

• Nice To Have: Experience designing for Salesforce COTS configuration.

COMPANY CONTEXT

Our client helps government leaders achieve their mission by designing intuitive and sustainable customer experiences that build trust and improve satisfaction. They use human-centered design to modernize and transform customer and employee experiences. They’re a small team of interdisciplinary creatives with a mission, impact, and service to others deeply rooted in their DNA. They’re naive enough to believe they can change the world and bold enough to take the chance to do it.

They combine design thinking with agile delivery methods to drive visionary, human-centered products to market. Their custom solutions range in size from completely revamping an entire application to refreshing small pieces of a larger product. Everyone directly impacts the direction and success of the company, and they own their roles. They value integrity, curiosity, and courage, and they operate collaboratively and with accountability while consistently challenging each other in the pursuit of excellence. They delight in creating one-of-a-kind products and experiences. Your imagination is the only limit on what you can do here!

THE PROJECT CONTEXT

Our client is looking for a Senior Experience Designer / Design Lead to partner with a Product Owner to lead and direct a multi-disciplinary team through the HCD process for their client in the U.S. Department of Veterans Affairs (VA). In this position, you will be working in a small, cross-functional team of researchers, designers, product managers, and solution architects to understand and synthesize customer needs, strategize improved service delivery, and design innovative solutions built on SaaS and PaaS products for VA employees inside various Program Offices of the Veterans Business Administration (e.g., Education, Home Loans, Vocational Rehab, Claims, etc.).

Their first challenge kicks off with imagining a simple, automated future for the Office of Financial Management, including defining and developing a customer-focused workflow management solution using Salesforce. As a part of this team, you will also contribute to the culture, process, and vision of their growing design capabilities. If you have experience integrating human centered design practices into the deployment of impactful, scalable digital services they’d love to hear from you.

STATEMENT OF OBJECTIVES / PLAN / DELIVERABLES

They are looking for a seasoned design lead to partner with a team to accomplish the following objectives:

• Uncover customer needs, translate research insights into a clear product vision and strategy for a new instance of Salesforce - used by the VBA Office of Financial Management 

• Understand, advocate for and integrate the voice of VA employees, Veterans and other key stakeholders  into the development of a simple, intuitive end-to-end experience 

• Identify opportunities for positive change and maximize impact for VA and Veterans