Human Centered Design Lead

Human Centered Design Lead

• Lead the Human-Centered Design (HCD) strategy for the Enterprise ICAM modernization program.
• Develop and maintain the Human-Centered Design (HCD) Plan and HCD deliverables throughout the project lifecycle.
• Plan and facilitate user research activities, including interviews, workshops, focus groups, surveys, contextual inquiries, and usability testing with CMS stakeholders.
• Develop user personas, customer journeys, empathy maps, service blueprints, storyboards, and experience maps to understand user needs and improve enterprise identity services.
• Analyze current-state business processes and identify user pain points, operational inefficiencies, and opportunities for process simplification and automation.
• Collaborate with Enterprise Architects, Business Analysts, ICAM Analysts, and CMS stakeholders to design user-centric business processes and enterprise workflows.
• Apply Human-Centered Design methodologies to improve identity lifecycle management, authentication, authorization, access request, and provisioning experiences.
• Ensure all enterprise ICAM solutions comply with Section 508 accessibility requirements and applicable usability standards.
• Develop usability metrics, customer satisfaction measures, and user experience Key Performance Indicators (KPIs) to evaluate solution effectiveness.
• Facilitate stakeholder engagement sessions to gather feedback and validate proposed designs, workflows, and modernization recommendations.
• Support the development of the Greenfield ICAM Strategy, Implementation Plan, Governance Framework, Strategic Roadmap, and Policy Recommendations by incorporating user-centered design principles.
• Work closely with Agile delivery teams to ensure continuous user feedback is incorporated into solution development.
• Present research findings, design recommendations, prototypes, and usability reports to leadership and governance boards.
• Maintain HCD artifacts and project documentation using agency-approved collaboration tools, including JIRA, Confluence, and GitHub.

• Bachelor's degree in Human-Computer Interaction (HCI), User Experience (UX), Human Factors, Design, Computer Science, or a related field.
• Minimum 10 years of experience leading Human-Centered Design (HCD), User Experience (UX), or Service Design initiatives.
• Minimum 5 years supporting Federal Government digital transformation or enterprise modernization programs.
• Demonstrated experience conducting: User research, Stakeholder interviews, Journey mapping, Persona development, Service blueprinting, Usability testing, Business process modeling
• Experience designing enterprise applications using Human-Centered Design methodologies.
• Experience facilitating workshops with executive leadership, business stakeholders, and technical teams.
• Knowledge of Agile, Scrum, SAFe, and Design Thinking methodologies.
• Excellent written, verbal, facilitation, and presentation skills.

• Human-Centered Design (HCD) Certification
• Certified User Experience Professional (CXA/CUXP)
• Certified Scrum Master (CSM)