Senior UX & Service Design Lead (Public Sector)

GlobalPoint; Baltimore (MD); Hybrid; USD 70,000 - 100,000; Full time

Job summary

GlobalPoint is seeking an experienced UX designer to drive human-centered design across state government services in Baltimore. The role combines strategic guidance with hands-on design and research, collaborating with agency leaders, managers, and technical teams to deliver accessible, user-first solutions.

You will lead user research, journeys, and service blueprints, turning insights into practical design specifications for enterprise applications, case management systems, and public

Qualifications

• Experience planning and conducting qualitative and quantitative user research across multiple stakeholders.
• Ability to map current and future-state customer journeys and develop service blueprints.
• Experience facilitating design-thinking sessions and cross-agency workshops.

Responsibilities

• Plan, design, and conduct user research including interviews, surveys, usability testing with state employees, providers, and the public.
• Develop journey maps, service blueprints, and process flows to identify gaps and opportunities.
• Lead cross-functional design activities with product managers, analysts, and developers to translate research into design requirements.
• Create personas, user flows, IA, site maps, wireframes, high-fidelity interfaces for enterprise applications and public services.
• Ensure accessibility and WCAG compliance in all design deliverables.
• Define UX performance metrics and conduct post-implementation evaluations for continuous improvement.
• Synthesize research findings into actionable insights and communicate via reports and presentations.
• Advocate for human-centered design across agencies and enable teams through guidance and workshops.

Skills

User research

Service design

Workshop facilitation

UX design & prototyping

Education

Bachelor's degree in HCI/UX or related field

5 years experience substitutable for degree

Tools

Figma

Job description

GlobalPoint is seeking an experienced UX designer to drive human-centered design across state government services in Baltimore. The role combines strategic guidance with hands-on design and research, collaborating with agency leaders, managers, and technical teams to deliver accessible, user-first solutions.

You will lead user research, journeys, and service blueprints, turning insights into practical design specifications for enterprise applications, case management systems, and public