Senior Human-Centered Design (HCD) Strategist/Subject Matter Expert

Minimum Qualification

• A minimum of seven (7) years of demonstrated professional experience as a Human-Centered Designer, Service Designer, UX Strategist, or equivalent role, with at least three (3) of those years delivering outcomes in complex, regulated, or large-scale environments such as government, healthcare, financial services, or other regulated industries.
• Demonstrated experience designing digital or technology products or solutions using human-centered design principles, working closely with engineers, product managers, and program staff to translate design into delivered systems.
• Demonstrated ability to work in cross-functional teams and to bridge gaps between policy, operations, and technology, including experience translating between technical and non-technical audiences.
• Demonstrated expertise in service design methods, including service blueprinting, journey mapping, ecosystem mapping, and prototyping at varying levels of fidelity.
• Demonstrated experience designing for equity, accessibility, and diverse populations, including familiarity with Section 508 and Web Content Accessibility Guidelines (WCAG) standards and inclusive design practices.
• Demonstrated ability to work collaboratively with IT staff, project managers, and program/business stakeholders.

Preferred Qualification

• Knowledge of Medicaid, the Children's Health Insurance Program (CHIP), SNAP, TANF, or other federal/state government benefits programs, including familiarity with eligibility determination workflows, redetermination/renewal cycles, and ex parte renewal processes.
• Prior experience working in or with similar organizations such as state Medicaid agencies, health insurance marketplaces, ACA-related programs, federally qualified health centers, public health agencies, or mission-driven nonprofits serving comparable populations.
• Familiarity with federal and state policy, compliance, and procurement constraints relevant to public benefits administration, including CMS guidance, federal Medicaid regulations, and state procurement practices.
• Background in agile service delivery, discovery-to-delivery cycles, or modernization projects in a regulated or government context.
• Experience contributing to or maintaining an enterprise design system, including documentation, component libraries, and adoption support.
• Experience designing AI-assisted workflows, conversational interfaces, or self-service experiences in a regulated context, with attention to responsible AI principles and equity considerations.
• Experience leading or participating in plain language, readability, and content design initiatives for public-facing benefits communications.
• Experience training, mentoring, or coaching internal teams in human-centered design methods, including running design sprints, research playbacks, and capacity-building workshops.
• Ability to conduct user interviews, facilitate workshops, and synthesize qualitative insights directly from participants.
• Professional certifications relevant to the role, such as Nielsen Norman Group UX certifications, IDEO/LUMA Institute certifications, Certified Usability Analyst (CUA), or equivalent credentials.