Job Title: Senior User Experience (UX) Researcher – BA3 (Hybrid / Telework)

Job Code: PA 790964 – DHS Exception (BA3) Client: Commonwealth of Pennsylvania – DHS Location: Harrisburg, PA (Primarily Telework; Onsite as Needed) Office Address: 2525 North Seventh Street, Harrisburg, PA 17110 Duration: Through 12/31/2026

Position Overview

The Pennsylvania Department of Human Services (DHS) is seeking a Senior User Experience (UX) Researcher (BA3) to support modernization initiatives impacting eligibility and compliance processes across DHS and county offices. This role focuses on improving the caseworker experience, reducing workload, and identifying automation opportunities in anticipation of upcoming federal regulation changes.

This is a teleworking role; however, candidates must be able to travel onsite to Harrisburg as needed.

Key Responsibilities

Lead UX research, discovery, and usability testing sprints to identify opportunities for innovation

Conduct user research through interviews, shadowing, and observation of frontline staff

Analyze existing systems, workflows, and data flows

Map end-to-end user journeys and identify pain points and inefficiencies

Produce actionable UX artifacts including journey maps, user stories, research findings, and recommendations

Collaborate with cross-functional teams including product managers, designers, developers, project teams, and program staff

Communicate insights clearly to support prioritization and implementation of automation and modernization efforts

Build trusted relationships with stakeholders and advocate for the voice of the user within a public-sector environment

Required Skills & Experience

2+ years experience in Health & Human Services or Benefits Delivery programs such as SNAP, Medicaid, TANF, or Unemployment Insurance

Strong expertise in UX Research and User-Centered Design practices

2+ years of UX experience designing products, platforms, or services at scale

Proven experience translating research into successful product and service design

Experience across the full UX lifecycle:

Information architecture

Low- and high-fidelity design

Design systems

Accessibility prototyping

User research and usability testing

Experience leading UX/design efforts for a product, platform, or service

Strong stakeholder management and alignment skills

Experience working in Agile or iterative development environments

Excellent communication skills with the ability to explain complex concepts clearly

Primary Skills

UX Research • UX Design • Product Design • User-Centered Design • Health & Human Services Systems • Federally Funded Programs • Agile Methodologies • Stakeholder Collaboration