Human-Centered Design (HCD) Strategist

Position Overview We are seeking a Senior Human-Centered Design (HCD) Strategist to support a high-impact Medicaid transformation initiative. This role will serve as a Subject Matter Expert (SME) driving a human-centered, outcome-focused approach to improving Medicaid eligibility, enrollment, and renewal experiences. The ideal candidate will work across policy, operations, and technology teams to design solutions that are accessible, equitable, and scalable, ensuring that systems and services meet the real needs of beneficiaries and frontline staff.
Key Responsibilities Serve as the Senior HCD Strategist on a Medicaid outcome-focused pilot team
Lead human-centered design initiatives across eligibility, enrollment, and renewal lifecycle
Conduct qualitative user research (interviews, usability testing, contextual inquiry)
Identify pain points and translate insights into: Journey maps
Service blueprints
Prototypes
Design recommendations

Ensure solutions meet accessibility standards (Section 508, WCAG) and promote equity
Collaborate with policy makers, IT teams, program staff, and stakeholders
Present findings and recommendations to executive leadership in decision-ready formats
Support design system development and adoption across the organization
Translate HCD insights into technical requirements, user stories, and acceptance criteria
Drive cross-functional collaboration between business, operations, and engineering teams
Ensure compliance with state and federal regulations
Lead HCD capability building, mentoring teams and embedding best practices
Support implementation of service and system improvements
Adhere to PMO, security, and change management processes
Be flexible to support off-hours or weekend work if required
Required Qualifications Bachelor's degree in Design, HCI, Computer Science, Engineering, Public Policy, Public Health, or related field
7+ years of experience in: Human-Centered Design
UX Strategy
Service Design or related roles

At least 3+ years in regulated environments (Government, Healthcare, Financial Services)
Strong experience designing digital products and services
Expertise in: User research (interviews, usability testing, synthesis)
Service design (journey mapping, blueprinting, prototyping)

Proven ability to work in cross-functional environments (policy, IT, operations)
Experience translating between technical and non-technical stakeholders
Knowledge of accessibility standards (Section 508, WCAG)
Strong communication skills with ability to present to executives and stakeholders
Experience working in complex, multi-stakeholder environments
Ability to deliver outcomes under regulatory and operational constraints
Preferred Qualifications Experience with Medicaid, CHIP, SNAP, TANF, or similar programs
Prior work with: State agencies
Health insurance marketplaces
Public health organizations

Knowledge of CMS regulations and government compliance frameworks
Experience in Agile / modernization programs
Familiarity with design systems and component libraries
Experience designing: AI-assisted workflows
Conversational interfaces
Self-service platforms

Experience with plain language and content design for public services
Background in training, mentoring, or leading HCD practices
Relevant certifications (e.g., NN/g, IDEO, LUMA, CUA)

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