What are the responsibilities and job description for the Senior Human-Centered Design (HCD) Strategist – SME position at AMER Technology, Inc.?
Job Title: Senior Human-Centered Design (HCD) Strategist – SME- LOCAL ONLY
Client: Maryland Health Benefit Exchange (MHBE)
Location: Baltimore, MD (Hybrid – Onsite/Remote)
About the Role
The Maryland Health Benefit Exchange (MHBE) is seeking a Senior Human-Centered Design (HCD) Strategist (Subject Matter Expert) to support a Medicaid-focused, outcome-driven initiative. This role will lead efforts to improve eligibility, enrollment, and renewal experiences through modern human-centered design practices.
You will collaborate with policy, operations, and technology teams to ensure services are accessible, efficient, and aligned with real user needs.
Key Responsibilities
- Lead Human-Centered Design (HCD) initiatives across Medicaid eligibility, enrollment, and renewal lifecycle
- Conduct qualitative user research (user interviews, usability testing, contextual inquiry)
- Develop service blueprints, journey maps, and prototypes
- Translate research insights into actionable design recommendations and system improvements
- Collaborate with cross-functional teams (policy, IT, operations, PMO)
- Ensure accessibility compliance (Section 508, WCAG) and inclusive design practices
- Present insights and recommendations to leadership in clear, decision-ready formats
- Support adoption of HCD practices across the organization and mentor teams
- Convert design insights into user stories, requirements, and acceptance criteria
Required Qualifications
- 10 years of experience in Human-Centered Design, UX Strategy, Service Design, or similar roles
- 3 years working in regulated environments (government, healthcare, financial services)
- Strong experience in qualitative user research and usability testing
- Expertise in service design (journey mapping, service blueprinting, prototyping)
- Experience working with cross-functional teams and stakeholders
- Knowledge of accessibility standards (Section 508, WCAG)
- Excellent communication and stakeholder management skills
Preferred Qualifications
- Experience with Medicaid, CHIP, SNAP, TANF, or public benefits programs
- Prior experience in government agencies or large public-facing systems
- Familiarity with Agile methodologies and digital transformation initiatives
- Experience with enterprise design systems
- Exposure to AI-driven or self-service digital solutions
- UX certifications (NN/g, IDEO, LUMA, CUA, etc.)