Location: Hybrid Boston MA 02108 United States
eProcurement Transformation Initiative
Position Overview We are seeking a highly motivated, organized, and strategic Experience Design and Research Lead to lead the application of people-centered design and research strategies and best practices to support the eProcurement System Replacement Project Team – EPIC. The ideal candidate is energized by large-scale people centered digitally enabled transformation and excited by the opportunity to help build and delivery something that does not yet fully exist. They are comfortable moving between strategic vision and implementation detail and are relentlessly focused on delivering better service experiences and outcomes. In this role, you’ll: help refine and distill an actionable understanding of diverse constituent/user needs, journeys, and end-to-end service experiences; collaborate on the definition of a future state experience vision, experience architecture, and product roadmap; and guide the iterative design, evaluation, and refinement of user experience concepts and solutions for the e-procurement platform. You’ll also help us define, measure, and monitor constituent experience quality and impact metrics to assess progress and outcomes and inform product decisions and guide continuous improvement.
Assignment Type and Location This is a full-time contract role supporting the Agency's eProcurement System Replacement Project – EPIC. The work schedule for this position is Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, in a flexible hybrid remote. The primary work location is the McCormack Building, 1 Ashburton Place, Boston, MA 02108. Candidates must be able to work onsite when requested by the EPIC project team, including attending executive meetings, mandatory project meetings, required training, and other project activities that require in-person participation.
Role Responsibilities • Lead experience strategy, experience research, experience architecture/design, and service design work for the e-procurement platform, aligning diverse constituent needs, business process goals, service workflows policy requirements, accessibility expectations, and technical feasibility. • Lead and help develop and maintain useful best practice constituent experience artifacts and models to inform the design and optimization of the e-procurement platform and the end-to-end service experience (e.g., constituent journey maps, experience models, service blueprints, information architecture models, scenario/task flows, wireframes, prototypes, and experience requirements). • Lead and help conduct and gain actionable insights from iterative constituent experience and service research to evaluate designs, prototypes, and functional solutions and inform design and implementation decisions • Partner closely with senior initiative team members, including the product manager/product owner, technical solution architect, business leaders, and vendors to plan discovery activities, inform the product roadmap, facilitate design workshops, frame service and experience design decisions, and ensure constituent experiences are aligned to support prioritized initiative outcomes. • Translate complex procurement service workflows, policy needs, stakeholder feedback, and experience research findings into clear design recommendations and actionable experience guidance. • Establish constituent experience quality standards, accessibility expectations, content and interaction patterns, and experience quality criteria and outcome/success metrics • Review project team and vendor design deliverables for alignment with constituent needs, requirements, accessibility standards, technical feasibility, and operational readiness. • Surface constituent experience risks, open questions, experience assessment/usability findings, design tradeoffs, and decisions needed to project leadership; document constituent experience decisions and ensure follow-through across project workstreams.
Minimum Qualifications • Eight or more years of experience in planning, leading and doing experience in design and research work to support the delivery of large scale, complex digital products, platforms, and solutions. • Expertise in all key facets of people-centered design including experience architecture, interaction/product design, experience research, and service design, rapid prototyping, content design, and accessible/inclusive design. • Three or more years leading experience design, experience strategy, service design, and experience research and measurement work for complex enterprise systems, workflow-heavy platforms, or public-facing digital services. • Experience translating experience/user research, stakeholder input, and business requirements into personas, journey maps, service blueprints, information architecture, task flows, wireframes, prototypes, and usability criteria. • Experience working closely with senior project team members, business SMEs, technical teams, vendors, and stakeholder groups to resolve design decisions and align user experience with delivery plan. • Experience in working in AI enablement solution design and development environments and initiatives and thoughtfully leveraging AI capabilities to enhance user experiences and outcomes. • Strong written, verbal, facilitation, analytical, and stakeholder-management skills. • Ability to work across business and technical teams, communicate tradeoffs clearly, and build alignment in a complex project environment.
Preferred Qualifications • Experience with public-sector, procurement, ERP, financial, grants, licensing, permitting, benefits, or other workflow-heavy enterprise platforms. • Experience helping organizations modernize from legacy systems to cloud-based or modular platforms. • Experience supporting people-centered modernization in governance-driven environments, including translating stakeholder priorities and executive decisions into experience recommendations and design artifacts. • Familiarity with procurement requirements, accessibility standards, inclusive design, plain language, privacy, security, records retention, reporting, and public-sector governance. • Experience using varied experience research methods and analytics to assess and evaluate the quality, adoption/usage, effectiveness and impact of digitally enabled solutions to measure progress and inform continuous improvement. • Experience evaluating AI-enabled capabilities, automation, analytics, reporting, search, or decision-support features in a governed enterprise environment. • Experience designing or guiding systems that must serve multiple user communities, including internal operators, external business users, oversight users, and the public. • Ability to challenge conventional approaches constructively and identify opportunities to build a more flexible, intuitive, and sustainable solution.
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