UX / CX Designer

UNAVAILABLE; McLean (VA); On-site; USD 110,000 - 150,000; Full time

Job summary

Steampunk is seeking a UX/CX Designer to lead digital customer experience measurement for a large federal advisory program, guiding the client through our Design Intelligence framework. You will plan and execute CX initiatives from discovery through measurement, researching, testing, and iteration to voice user needs in every recommendation.

This role requires strong communication, the ability to obtain a U.S.

Qualifications

• Bachelor's degree in a related field.
• 5+ years of UX/CX research and design experience.
• Portfolio demonstrating UX/CX research process, methods, and craft.
• Knowledge of Section 508/WCAG 2.1 accessibility standards and production workflows.
• Experience with interviews, workshops, heuristic evaluation, and card sorting to inform journey maps and measurement.
• Experience with moderated and unmoderated usability testing.
• Experience with journey mapping and experience analytics.
• Experience in an Agile delivery framework.

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 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
• Support 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 workstreams

Skills

UX/CX Research

UX/CX Design

User Research

Journey Mapping

Accessibility (508/WCAG)

Agile Delivery

Stakeholder Communication

Multidisciplinary Collaboration

Education

Bachelor's degree in HCD/HCI/UX/CX Design

Job description

Overview

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

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 workstreams

Qualifications

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