We are looking for an experienced Experience Design & Research Lead to help drive a large-scale digital transformation initiative focused on modernizing an enterprise eProcurement platform. This role is ideal for someone who is passionate about people-centered design, service innovation, and creating intuitive digital experiences that improve outcomes for users and stakeholders.
You will play a key role in shaping the future-state experience strategy, conducting user research, defining service and experience design frameworks, and ensuring the delivery of accessible, effective, and user-focused solutions. This is a highly visible role that requires collaboration with business leaders, product teams, technical architects, vendors, and end users to guide design decisions throughout the product lifecycle.
What You'll Do
- Lead experience strategy, user research, service design, and experience architecture efforts for a large-scale eProcurement platform modernization initiative.
- Define and deliver user-centered design artifacts, including journey maps, service blueprints, personas, information architecture, task flows, wireframes, prototypes, and experience requirements.
- Conduct and lead qualitative and quantitative research activities to gather actionable insights and validate design decisions.
- Partner with product managers, architects, business leaders, and technology teams to shape the product roadmap and future-state experience vision.
- Facilitate workshops, discovery sessions, and stakeholder engagements to align priorities and drive informed decision-making.
- Translate complex business processes, procurement workflows, policies, and user feedback into clear and actionable design recommendations.
- Establish experience quality standards, accessibility requirements, design patterns, and success metrics to measure adoption, usability, and overall service effectiveness.
- Review and provide guidance on vendor and project deliverables to ensure alignment with user needs, accessibility standards, technical feasibility, and operational readiness.
- Identify experience risks, usability concerns, and design tradeoffs, while providing recommendations and maintaining alignment across project workstreams.
- Help define and monitor experience metrics and performance indicators that support continuous product and service improvement.
Required Qualifications
- 8+ years of experience leading and executing UX, service design, user research, and experience strategy initiatives for complex digital products, platforms, or enterprise solutions.
- Deep expertise in human-centered design, interaction design, UX research, information architecture, service design, prototyping, content design, and accessibility best practices.
- 3+ years of experience leading experience design and research efforts for enterprise systems, workflow-intensive platforms, or large-scale digital transformations.
- Proven ability to translate research findings, stakeholder input, and business requirements into actionable design deliverables and solution recommendations.
- Experience collaborating with executives, business stakeholders, product teams, technical teams, and external vendors in complex environments.
- Familiarity with AI-enabled products and platforms, including experience leveraging AI capabilities to improve user experiences and business outcomes.
- Strong communication, presentation, facilitation, analytical, and stakeholder management skills.
- Ability to navigate ambiguity, balance competing priorities, and drive alignment across cross-functional teams.
Preferred Qualifications
- Experience supporting public sector, procurement, ERP, finance, grants management, licensing, permitting, or other workflow-intensive enterprise platforms.
- Experience leading legacy-to-cloud modernization initiatives.
- Background supporting large-scale transformation programs within governance-driven or highly regulated environments.
- Knowledge of accessibility standards, inclusive design practices, plain language principles, privacy and security requirements, and operational governance frameworks.
- Familiarity with public sector procurement and compliance requirements is a plus.