Job Description

The Customer Experience Designer will lead efforts to conceptualize, design, and refine user journeys by integrating human-centered design principles with data-driven insights. This position serves as a strategic partner to stakeholders, ensuring that customer experience initiatives are aligned with program objectives, user needs, and operational feasibility.

Background

Ardent Eagle Solutions (AES) is seeking a Customer Experience Designer to support a Department of Commerce (DOC) program. This role is responsible for shaping and optimizing end-to-end user experiences across digital and service delivery platforms.

Responsibilities

• Conceptualize, design, and develop end-to-end customer experience pathways across systems and services
• Define and document customer journeys, touchpoints, and interaction models
• Provide leadership and guidance on user experience (UX) best practices, establishing standards for use across development teams
• Translate user needs and behavioral insights into actionable design strategies and solutions
• Conduct and support customer research activities, including surveys, usability testing, and user studies
• Analyze qualitative and quantitative data to inform design decisions and experience improvements
• Develop and present data-driven recommendations to stakeholders and program leadership
• Create design artifacts, including:
  • Wireframes
  • Storyboards
  • Functional specifications
  • Experience maps and user flows
• Collaborate with cross-functional teams (developers, analysts, program staff) to ensure alignment between design and implementation
• Evaluate and assess the feasibility and impact of customer experience initiatives
• Enhance and refine testing methodologies, incorporating innovative techniques to improve user experience outcomes
• Serve as a champion for user-centered design, advocating for best practices throughout the development lifecycle

Qualifications

• Approximately 6 years of experience in customer experience (CX), user experience (UX), service design, or a related field
• Demonstrated experience designing and implementing user-centered design solutions
• Strong understanding of human-centered design principles, usability, and accessibility standards
• Experience conducting user research and translating findings into design improvements
• Ability to synthesize complex data into clear, actionable insights and recommendations
• Proficiency in developing design documentation and artifacts to guide implementation
• Strong collaboration and communication skills, with the ability to influence cross-functional teams

Education

Bachelor’s Degree (BA/BS) in Design, Human-Computer Interaction, Psychology, Communications, or a related field

• Equivalent combination of education and relevant experience may be considered in lieu of a degree

Certification(s)

• Certified Usability Analyst (CUA)
• Human-Centered Design (HCD) or UX certifications
• Agile or Scrum-related certifications (e.g., Certified ScrumMaster - CSM)

Work Location & Schedule

• Location: 100% Remote
• Schedule: Monday through Friday, standard business hours

Benefits and EEO

At Ardent Eagle Solutions, we offer a comprehensive benefits package to our employees and their families:

• Medical/Dental/Vision Coverage
• Matching 401(k) Plan
• Continuing Education Assistance
• Paid Time Off

This job description is intended to describe the general scope of work and level of work that is needed to perform while on task with Ardent Eagle Solutions. Other duties may be assigned. Selected candidates may undergo a government security investigation and must fulfill eligibility criteria for accessing classified information. US citizenship may be a prerequisite for certain roles.

Ardent Eagle Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to disability or protected veteran status.