Location
Hybrid: Boston, Massachusetts
Experience Level
Senior Lead Level (8+ years of relevant experience)
Role Overview
The Experience Design and Research Lead will lead the application of people-centered design, user research, service design, and experience strategy practices in support of a large-scale eProcurement modernization initiative. This role is responsible for defining and advancing the future-state user experience vision, service architecture, and design strategy while ensuring solutions align with constituent needs, business objectives, accessibility requirements, and technical capabilities.
The position serves as a strategic partner to product managers, business leaders, architects, technical teams, and vendors, guiding the development of intuitive, accessible, and effective digital experiences that improve service delivery and organizational outcomes.
Key Responsibilities
Experience Strategy & Service Design
- Lead experience strategy, service design, and user experience initiatives for the enterprise eProcurement platform
- Define future-state constituent experience vision, experience architecture, and service design strategies
- Align user needs, business objectives, operational workflows, policy requirements, accessibility standards, and technical constraints
- Establish experience principles, standards, and frameworks that guide solution delivery
User Research & Customer Insights
- Plan, facilitate, and conduct qualitative and quantitative user research activities
- Gather and analyze constituent feedback, behavioral insights, and user needs
- Lead discovery efforts to identify opportunities for service improvements and digital transformation
- Translate research findings into actionable recommendations and design decisions
Experience Architecture & UX Design
- Develop and maintain experience artifacts including:
- Personas
- Journey maps
- Service blueprints
- Experience models
- Information architecture diagrams
- Task flows
- Wireframes
- Prototypes
- Experience requirements
- Design end-to-end user experiences that are intuitive, scalable, and accessible
- Guide iterative design, testing, evaluation, and refinement activities
Product & Roadmap Collaboration
- Partner closely with product managers, product owners, architects, vendors, and business stakeholders
- Support product roadmap development and prioritization efforts
- Facilitate design workshops and collaborative working sessions
- Ensure user experience goals are integrated throughout the product lifecycle
Usability, Accessibility & Quality
- Establish experience quality standards, accessibility expectations, and usability criteria
- Ensure solutions comply with accessibility and inclusive design standards
- Develop experience measurement frameworks and success metrics
- Review project deliverables to ensure alignment with constituent needs and design objectives
Governance & Stakeholder Management
- Present findings, recommendations, risks, and design decisions to leadership and stakeholders
- Document experience decisions and ensure alignment across project workstreams
- Identify and communicate design trade-offs and implementation considerations
- Build consensus among diverse stakeholder groups
AI-Enabled Experience Design
- Participate in AI-enabled product and service design initiatives
- Evaluate opportunities to leverage AI capabilities to improve user experiences and business outcomes
- Support design approaches for AI-enabled workflows, automation, analytics, search, and decision-support capabilities
- Ensure AI-powered experiences remain user-centered, accessible, and understandable
Required Qualifications
- 8+ years of experience leading and executing user experience design, service design, and experience research initiatives
- Expertise in people-centered design methodologies and best practices
- Experience in:
- Experience Architecture
- User Experience Design
- Service Design
- User Research
- Interaction Design
- Content Design
- Rapid Prototyping
- Accessibility and Inclusive Design
- 3+ years leading experience strategy, experience research, and service design efforts for large enterprise platforms or digital products
- Experience translating research findings and business requirements into:
- Personas
- Journey Maps
- Service Blueprints
- Information Architecture
- Wireframes
- Prototypes
- Task Flows
- Usability Requirements
- Experience collaborating with product teams, business stakeholders, technical teams, and vendors
- Experience working within AI-enabled solution environments and digital transformation initiatives
- Strong workshop facilitation, stakeholder engagement, and consensus-building skills
- Excellent verbal, written, analytical, and presentation skills
Preferred Qualifications
- Experience with public-sector digital transformation initiatives
- Experience supporting procurement, ERP, financial, licensing, grants, permitting, or other workflow-intensive enterprise systems
- Experience modernizing legacy systems into cloud-based or modular platforms
- Experience working within governance-driven environments
- Familiarity with:
- Accessibility standards (WCAG)
- Inclusive Design
- Plain Language principles
- Privacy and Security requirements
- Records Retention policies
- Public-sector governance processes
- Experience measuring adoption, usability, effectiveness, and customer experience outcomes
- Experience evaluating AI-enabled automation, analytics, reporting, search, and decision-support capabilities
- Experience designing solutions that support multiple user populations, including internal staff, external users, executives, oversight teams, and the public
Core Skills & Attributes
- Strategic thinking with strong user-centered design expertise
- Deep experience in service design and customer journey optimization
- Excellent research, analysis, and problem-solving capabilities
- Strong facilitation and workshop leadership skills
- Ability to translate complex business challenges into intuitive experiences
- Strong stakeholder management and influence skills
- Ability to balance user needs, business goals, policy requirements, and technology constraints
- Exceptional communication and storytelling abilities
- Strong collaboration across business, product, and technical teams
- Continuous improvement mindset focused on measurable outcomes
- Ability to challenge assumptions constructively and drive innovation
- Commitment to accessibility, usability, and inclusive design
Ideal Background
Candidates with experience leading experience strategy and service design efforts for large-scale enterprise modernization programs, digital government initiatives, procurement platforms, ERP transformations, or workflow-intensive business systems will be particularly well suited for this role.
