Sr Human Centered Design Strategist

Sr. Human-Centered Design (HCD) Strategist
Location:

Baltimore, MD (Hybrid)
Type:

Contract-to-hire

Overview
We’re seeking a

Senior Human-Centered Design (HCD) Strategist

to help improve complex, high-impact public benefits experiences—especially across the

Medicaid eligibility, enrollment, and renewal lifecycle . In this role, you’ll partner closely with policy, operations, program, and technology teams to ensure service and system decisions are grounded in real user needs and operational realities.

You’ll lead user research and service design, translate insights into actionable artifacts (journey maps, service blueprints, prototypes), and help teams adopt practical, repeatable HCD ways of working.

Responsibilities

Serve as the

Senior HCD Strategist

on an outcomes-focused team, contributing senior domain expertise while collaborating across policy, operations, eligibility, and IT functions.

Lead human-centered design across the

eligibility/enrollment/renewal

lifecycle: assess current-state journeys, design improvements, and support implementation alongside program and technology teams.

Conduct qualitative research with

program beneficiaries

and

frontline eligibility staff

to identify pain points, friction, and unmet needs.

Translate findings into

service blueprints, journey maps, prototypes, and recommendations

that inform service design and technical improvements for eligibility/enrollment platforms.

Ensure design work prioritizes

usability, accessibility (Section 508 / WCAG), inclusion, and equity , including for non‑English‑speaking users, people with disabilities, and underserved communities.

Contribute to and iterate on

design system standards

to drive consistency and quality across the experience.

Facilitate stakeholder engagement across program staff, technical teams, leadership, and user communities—bridging gaps between policy, operations, and technology.

Present research insights, recommendations, and outcome measures in clear, decision‑ready formats for senior stakeholders.

Ensure proposed changes align with applicable policy/compliance requirements while delivering real improvements for users and staff.

Build organizational HCD capacity through knowledge‑sharing, documentation, mentorship, and coaching to make HCD sustainable beyond a single engagement.

Partner with engineers, product managers, and analysts to convert insights into

requirements, user stories, and acceptance criteria .

Follow required security, change control, and project delivery processes.

Qualifications

Bachelor’s degree in a related field (e.g., Computer Science, Information Systems, Engineering, Business, or similar).

Master’s preferred.

7+ years

of experience as a Human-Centered Designer, Service Designer, UX Strategist, or similar role.

3+ years

delivering outcomes in complex, regulated, or large-scale environments (e.g., government, healthcare, financial services).

Strong qualitative research skills (planning + conducting interviews, contextual inquiry, usability testing, synthesis).

Strong service design skills (service blueprinting, journey mapping, ecosystem mapping, prototyping at multiple fidelities).

Proven ability to work cross-functionally and communicate effectively with both technical and non-technical audiences.

Demonstrated experience designing for

accessibility and inclusive design

(Section 508 / WCAG).

Strong written/verbal communication and stakeholder facilitation skills.

Preferred / Nice-to-have

Knowledge of

Medicaid, CHIP, SNAP, TANF , or other public benefits programs; familiarity with eligibility workflows, renewals/redeterminations, and ex parte processes.

Experience supporting modernization/discovery-to-delivery work in regulated environments; familiarity with agile delivery practices.

Experience contributing to an enterprise

design system

(documentation, component libraries, adoption support).

Experience with plain language/content design for public-facing communications.

Experience designing

AI-assisted workflows

or self-service experiences with responsible AI and equity considerations.

Relevant certifications (e.g., NN/g, IDEO/LUMA, CUA, or equivalent).

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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