Human Centered Design Strategist

Key Responsibilities<\/span>
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• Serve as the Human -Centered Design Strategist<\/b>, providing domain expertise while working across cross -functional teams including policy, operations, eligibility, and technology.
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• Lead HCD efforts across the full lifecycle of eligibility, enrollment, and renewal processes by analyzing current experiences and designing improved solutions.
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• Conduct qualitative user research with program participants and frontline staff to identify pain points, inefficiencies, and unmet needs.
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• Translate research insights into:
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  • Service blueprints<\/b>
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  • Journey maps<\/b>
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  • Prototypes<\/b>
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  • Actionable design recommendations<\/b>
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  • Ensure all solutions prioritize:
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    • Usability<\/b>
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    • Accessibility (Section 508 / WCAG standards)<\/b>
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    • Inclusion and equity for diverse populations<\/b>
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    • Contribute to and evolve design system standards to ensure consistency and quality across digital and service experiences.
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    • Facilitate stakeholder engagement across business, technical, and leadership teams, bridging gaps between policy, operations, and technology.
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    • Present research findings, design recommendations, and outcome metrics in clear, decision -ready formats.
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    • Ensure solutions comply with applicable policy, regulatory, and operational requirements while delivering measurable improvements.
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    • Lead HCD capacity -building efforts by:
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      • Promoting iterative, cross -functional ways of working<\/b>
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      • Supporting knowledge sharing and documentation<\/b>
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      • Mentoring teams on HCD practices<\/b>
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      • Collaborate with engineers, product managers, and analysts to translate insights into:
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        • Technical requirements<\/b>
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        • User stories<\/b>
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        • Acceptance criteria<\/b>
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        • Adhere to all organizational security, change management, and project management standards.
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        • Be flexible to work outside standard hours when needed (including weekends or holidays).
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          Requirements<\/h3>

          Minimum Qualifications
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          • Minimum of 7 years<\/b> of professional experience in Human -Centered Design, Service Design, UX Strategy, or a related field.
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          • At least 3 years of experience<\/b> delivering outcomes in complex or regulated environments (e.g., healthcare, financial services, or large -scale systems).<\/b>
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          • Demonstrated experience designing digital products or services using HCD principles in collaboration with engineering and product teams.
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          • Strong ability to work in cross -functional teams and translate between technical and non -technical stakeholders.
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          • Expertise in qualitative research methods, including:
            • User interviews
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            • Contextual inquiry
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            • Usability testing
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            • Insight synthesis<\/b>
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            • Expertise in service design methods such as:
              • Journey mapping
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              • Service blueprinting
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              • Ecosystem mapping
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              • Prototyping<\/b>
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              • Experience designing for accessibility, equity, and diverse populations, including familiarity with WCAG and inclusive design practices.
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              • Familiarity with working in structured or compliance -driven environments.
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              • Strong communication skills with the ability to present complex ideas clearly to diverse audiences.
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              • Proven ability to deliver outcomes in complex, multi -stakeholder environments.<\/li><\/ul>

                Preferred Qualifications<\/span>
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                • Knowledge of public benefit programs or similar large -scale service delivery systems.
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                • Experience working with organizations serving diverse or underserved populations.
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                • Familiarity with policy, compliance, and procurement constraints<\/b> in regulated environments.
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                • Experience with agile delivery, service modernization, or digital transformation initiatives.
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                • Experience contributing to or maintaining a design system<\/b>.
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                • Experience designing AI -assisted or self -service user experiences with responsible and ethical considerations.
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                • Background in plain language, content design, or public -facing communications.
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                • Experience facilitating workshops, design sprints, and research sessions.
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                • Experience mentoring or training teams in HCD methods<\/b>.
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                • Relevant professional certifications (e.g., UX, service design, usability).<\/b>
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