The organization is seeking Subject Matter Expert to serve as a
Human-Centered Design (HCD) Strategist
. This role will collaborate with stakeholders across policy, operations, technology, and service delivery to ensure that systems and processes align with real user needs and operational realities.

Key Responsibilities

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

Requirements

Minimum Qualifications

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

Preferred Qualifications

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