Benefits:
Competitive salary
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.