Human-Centered Design (HCD) Lead, UI/UX Researcher

About the role

The Digital Sector at Leidos currently has an opening for a Human-Centered Design (HCD) Lead, UI/UX Researcher to work in our Baltimore, Maryland office. This is an exciting opportunity to use your experience helping the Center for Medicare and Medicaid Services (CMS) modernize its legacy Contact Center CRM platform through user-centered research, design, and usability practices.

Responsibilities

• Lead Human-Centered Design (HCD) activities across the CRM modernization lifecycle, including requirements, design, and iterative sprint cycles.
• Gather input from CCOG SMEs, CSRs, supervisors, and other system users through interviews, workshops, surveys, focus groups, and side-by-side observations.
• Derive business processes, analyze user needs and pain points, and assist in defining detailed requirements for the modernized CRM.
• Elicit business goals and user needs from CMS stakeholders and facilitate customer discovery sessions.
• Create Conceptual Models, Journey Maps, Personas, and Scenarios of Use representing CSR, supervisor, and beneficiary/consumer interactions.
• Develop and refine screen prototypes and mock-ups for stakeholder validation prior to development, in alignment with the Unified CSR Workspace vision.
• Design and conduct formative user research, including user interviews, contextual inquiry, card sorting, and usability testing, in both formal and informal settings.
• Document user requirements, screen designs, and design recommendations with clear, testable acceptance criteria to support Agile user stories.
• Prepare