Senior UX & Service Portal Designer

Empower AI

United States

Hybrid

USD 87,000 - 135,000

Full time

4 days ago

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Job summary

Empower AI is hiring a UX / Service Portal Designer to own the IT service experience for a government agency, focusing on a modern Service Portal and self‑service knowledge base. You will lead user research, personas, journey maps, and design systems, collaborating with developers and analysts to drive adoption and measurable CX improvements.

The role is hybrid with primary location in Quantico, VA (RKB) and remote work eligibility, plus up to 10% travel.

Qualifications

Bachelor's degree with 10+ years UX/design experience or Master’s with 8+ years (or alternative substitution).
US Citizenship and DoD 8570/8140 IAT Level I baseline cert.
Active Secret Clearance required (Top Secret eligibility preferred).
10+ years UX, service design, or digital product design, including lead portals.
Experience with user research, personas, and journey maps.

Responsibilities

Lead design, configuration, and improvements of the IT Service Portal on ITSM platforms.
Plan and conduct user research (surveys, interviews, focus groups) and analyze results.
Create and maintain user personas and journey maps across multiple user groups.
Design Section 508/WCAG compliant, responsive UI, wireframes, and prototypes.
Develop content and training materials to drive tool adoption and awareness.
Analyze CSAT/CES/NPS data and shape the CX roadmap.
Collaborate with developers and BI team to implement design and metrics.