Experience Design And Research (XDR) Lead Position Available In Norfolk, Massachusetts

Experience Design and Research (XDR) Lead#25-62718
Quincy, MA
50% Remote Job Description
We need a hands-on, creative, entrepreneurial player-coach to help us design, deliver, and continuously improve the end-to-end health and human service experiences of our constituents. This will begin with a focus on our Integrated Eligibility and Enrollment initiative to streamline and simplify the experiences of our constituents. You’ll play a key role in helping us integrate experience research and optimize designs and experiences in upcoming work with a partner/vendor on an Integrated Eligibility and Enrollment portal. You’ll also help us envision, plan, and execute a holistic people centered approach and strategy for future phases of the integrated eligibility and enrollment initiative. Duties and Responsibilities
Scope, plan, and lead experience research and design work to support the design and delivery of digitally enabled end-to-end government services within a complex cross-functional environment
Collaborate with project, business, and technical leaders, cross-functional teams, service providers, partner vendors, and constituents to provide strategic guidance and support for the Integrated Eligibility and Enrollment Common Portal initiative
Identify and prioritize opportunities and formulate and execute strategies to improve constituent experiences and outcomes
Collaborate with diverse stakeholders to facilitate shared understanding on constituent experience goals, strategies, and decisions
Plan and conduct iterative, inclusive experience research to evaluate interactions and inform the development of the Common Portal initiative
Participate in the creation and refinement of useful experience research and design artifacts, e.g. experience models, journey maps, service design blueprints, prototypes, wireframes, etc.
Champion a practical people-centered approach to serving diverse constituents served by EHS agencies
Facilitate experience reviews
Participate in planning and conducting experience design workshops and enablement experiences for EOHHS
Coach and teach others about people-centered experience design and XDR
Create and execute a plan to grow the

EOHHS XDR

team and its capabilities over time, including hiring new team members
Collaborate with partner vendors, Commonwealth’s Experience Design and Research community of practice, the Constituent Experience Center of Excellence, and the Mass Digital XDR team

Experience, Skills, and Abilities :

• Eight (8) plus years of professional experience in digital product and service design, including Three (3) plus years of experience as an XDR practitioner and/or team lead in complex government environments or analogous orgs
• Five (5) plus years of experience as an XDR team lead in digital product development and service design environments
• Proven track record of growing and leading high performing XDR teams
• Enthusiastic about solving problems facing public-sector human services agencies and promoting access to services using modern technology, design, and research practices
• Deep understanding of all facets of people centered design with outstanding hands-on expertise in 2 or more essential XDR skills, e.g., service design and interaction design
• Extremely strong systems-thinking skills
• Strong expertise in and commitment to accessible, inclusive, and equitable design
• Outstanding coaching and mentorship skills
• Outstanding communication, storytelling, facilitation, consulting, and organizational change skills

EEO:

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”