Lead UX Researcher

Benefits:

• Competitive salary

Hybrid:
Boston, Massachusetts

Senior Lead Level (8+ years of relevant experience)

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.

• 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

• 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

• 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

• 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

• 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

• Present findings, recommendations, risks, and design decisions to leadership and stakeholders
• Document experience decisions and ensure alignment across project work streams
• Identify and communicate design trade-offs and implementation considerations
• Build consensus among diverse stakeholder groups

• 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

• 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

• 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…