UX​/CX Designer

Steampunk is seeking a UX/CX Designer to lead digital customer experience measurement and accessibility conformance for a large federal advisory program, guiding the client through our Design Intelligence® framework. You'll plan and execute CX initiatives from discovery through measurement — research, testing, and iteration — serving as the voice of the user to ensure their needs are reflected in every recommendation.

Responsibilities:

• Deliver a Digital CX Measurement and Reporting Plan aligned to OMB Circular A-11 Section 280
• Conduct user workshops and interviews to frame pain points, validate hypotheses, and inform priority journey maps
• Establish a CX measurement baseline and priority journey maps for client-selected services, expanding to 100% of designated services in later performance periods
• Conduct user research and testing to translate user needs into CX measurement priorities and recommendations
• Own the pre-release accessibility checklist, verifying Section 508/WCAG 2.1 conformance before release rather than remediating after
• Support Paperwork Reduction Act (PRA)-compliant survey design for CX measurement
• Collaborate and communicate stakeholder and user needs across a cross-functional Agile team
• Contribute to executive dashboard design supporting stated satisfaction and accuracy targets
• Ensure all deliverables are produced at consistent, high quality across assigned work streams

Required:

• Ability to obtain and maintain a U.S. government security clearance
• Bachelor's degree, preferably in HCD, HCI, UX/CX Design, or a related field
• 5+ years of UX/CX research and design experience
• Portfolio demonstrating UX/CX research process, methods, and craft
• Demonstrated knowledge of Section 508/WCAG 2.1 accessibility standards and experience embedding them into a production workflow
• Experience conducting user research techniques such as interviews, co-creation workshops, heuristic evaluation, and card sorting to inform journey maps and experience measurement
• Experience conducting moderated and unmoderated usability and accessibility testing
• Experience with journey mapping and experience-analytics methods
• Experience working within an Agile delivery framework, integrating research and measurement activities into program cadences
• Excellent written communication and presentation skills to convey CX findings and recommendations
• Experience collaborating within a multidisciplinary delivery team, including service designers, data specialists, and change-management professionals

Preferred:

• Familiarity with OMB Circular A-11 Section 280 CX measurement requirements
• Federal digital services experience
• Previous experience working as a consultant