26-2287: User Experience/ Service Designer - Baltimore, MD

Responsibilities

• Apply best practices in human-centered design to improve end-to-end user experiences across state programs and services.
• Serve as a champion for user needs, ensuring design decisions are grounded in research, accessibility, and real-world context.
• Guide and mentor designers, researchers, content strategists, and technical teams throughout project lifecycles.
• Partner with stakeholders across agencies to build shared customer understanding and align on goals, constraints, and opportunities.
• Facilitate collaborative problem-solving to address complex service challenges and drive meaningful, measurable improvements.
• Support teams in developing metrics, defining success criteria, and integrating new methodologies to optimize customer experience and program performance.
• Conduct and synthesize user research, transforming insights into actionable artifacts such as personas, journey maps, service blueprints, wireframes, and prototypes.
• Communicate findings clearly to technical and non-technical audiences, ensuring insights inform strategy, design, and implementation.
• Promote a culture of continuous learning, experimentation, and user-centered thinking across state organizations.

Qualifications

• Bachelor’s Degree from an accredited college or university
• 5+ years of experience in user experience and service design

Salary Range

$65,000 - 95,000