Job Description

Position Title: Senior User Experience Specialist
Duration: 12-month base period with three 12-month option periods
Work Location: Primarily Remote
USCIS Site: 5900 Capital Gateway Drive, Camp Springs, MD 20588

KeenLogic is seeking an experienced and user-focused Senior User Experience Specialist to support the U.S. Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS), Verification Division (VER). This position will support research, planning, and implementation of user experience strategies designed to improve the discoverability, accessibility, and usability of USCIS Verification programs and communications. The Senior User Experience Specialist will analyze customer needs and user experiences and help translate research and program data into actionable insights that inform strategic communications and outreach initiatives.

This is a primarily remote position supporting USCIS Headquarters, 5900 Capital Gateway Drive, Camp Springs, MD 20588. Contractor personnel may work remotely; however, the Contracting Officer's Representative (COR) may request in-person meetings or engagements as needed.

This is a full-time position offering Fortune 500-level health/dental/vision, PTO, paid federal holidays, 401(k), and Life Insurance.

Required Qualifications:

• Must be a U.S. citizen and eligible for government clearances.

• 5+ years of demonstrated experience managing research, planning, and implementation of strategies to maximize user discoverability, accessibility, and usability.

• BA in Marketing, Public Relations, Digital Communications, Graphic Design, Information Technology, Media or Studio Arts, or related field.

Responsibilities:

• Conduct research and analyze information related to USCIS Verification programs, customers, and stakeholders.

• Support the development of customer personas, journey maps, user stories, and audience profiles.

• Identify opportunities to improve user discoverability, accessibility, usability, and engagement.

• Analyze customer surveys, web satisfaction data, system data, outreach data, and other available information to identify trends and findings.

• Translate research findings into recommendations for strategic communications and outreach activities.

• Support development of communication strategies tailored to specific audiences and stakeholder needs.

• Assist with feedback and continuous-improvement activities.

• Collaborate with communications, content, digital, graphic design, and outreach personnel.