Senior Human-Centered Design & Service Design Expert

Everforth ECS; Arlington (VA); Hybrid; USD 130,000 - 180,000; Full time

Job summary

Everforth ECS seeks a Senior HCD Subject Matter Expert in Arlington, VA (Hybrid) to voice the user in our Service Design & Governance efforts for the CISA contract. You will validate needs through rigorous research and participatory design to drive informed technical requirements.

Your focus is on requirements engineering and risk reduction, using contextual inquiry and usability testing to ground engineering in verified user needs before coding.

Qualifications

• 7+ years conducting and synthesizing user research, usability studies, and stakeholder analysis.
• US citizenship with the ability to obtain and maintain DHS Suitability.
• TS/SCI Clearance.
• Deep expertise in HCD methodologies including interaction design, service design, information architecture, and content strategy.
• Artifact proficiency: personas, journey maps, and blueprints.
• Strong collaboration across multi-disciplinary, product-centric teams.

Responsibilities

• Conduct deep-dive user research to identify pain points across the CISA service portfolio.
• Validate service utility with stakeholders to ensure alignment with verified user needs.
• Translate qualitative research findings into actionable technical requirements and reduce re-work risk.
• Facilitate participatory design sessions with diverse, cross-functional teams.
• Develop high-fidelity HCD artifacts: user journey maps, service blueprints, user personas, and segmentations.
• Partner with the Senior Service Design Strategist to integrate artifacts into the broader service lifecycle.
• Identify sources of technical debt caused by poor user alignment and propose mitigation strategies.
• Advocate for CX best practices to shift focus from output to outcome.

Skills

Customer-Centric Research

Usability Testing

Co-Design

Facilitation

Requirements Engineering

Risk Reduction

User Research

Service Design

Information Architecture

Content Strategy

Stakeholder Analysis

Journey Maps

Personas

Education

Bachelor’s degree or higher

Job description

Everforth ECS seeks a Senior HCD Subject Matter Expert in Arlington, VA (Hybrid) to voice the user in our Service Design & Governance efforts for the CISA contract. You will validate needs through rigorous research and participatory design to drive informed technical requirements.

Your focus is on requirements engineering and risk reduction, using contextual inquiry and usability testing to ground engineering in verified user needs before coding.