Senior User Experience Specialist

12-month base period with three 12-month option periods. Primarily remote role supporting USCIS Headquarters in Camp Springs, MD; occasional in-person meetings may be requested.

About the role

KeenLogic is seeking an experienced and user-focused Senior User Experience Specialist to support the U.S. Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS), Verification Division (VER). This position will support research, planning, and implementation of user experience strategies designed to improve the discoverability, accessibility, and usability of USCIS Verification programs and communications. The Senior User Experience Specialist will analyze customer needs and user experiences and help translate research and program data into actionable insights that inform strategic communications and outreach initiatives.

Responsibilities

• Conduct research and analyze information related to USCIS Verification programs, customers, and stakeholders.
• Support the development of customer personas, journey maps, user stories, and audience profiles.
• Identify opportunities to improve user discoverability, accessibility, usability, and engagement.
• Analyze customer surveys, web satisfaction data, system data, outreach data, and other available information to identify trends and findings.
• Translate research findings into recommendations for strategic communications and outreach activities.
• Support development of communication strategies tailored to specific audiences and stakeholder needs.
• Assist with feedback and continuous-improvement activities.
• Collaborate with communications, content, digital, graphic design, and outreach personnel.

Requirements

• Must be a U.S. citizen and eligible for government clearances.
• 5+ years of demonstrated experience managing research, planning, and implementation of strategies to maximize user discoverability, accessibility, and usability.
• BA in Marketing, Public Relations, Digital Communications, Graphic Design, Information Technology, Media or Studio Arts, or related field.

Benefits

• Fortune 500-level health, dental, and vision insurance
• Paid time off (PTO)
• Paid federal holidays
• 401(k) retirement plan
• Life insurance