Human-Centered Design (HCD) Lead

Job Title:

Human-Centered Design (HCD)

Lead Job Location:

Juno Beach, FL Job Type:

Long Term Contract Job Overview We are seeking an experienced IT Business Systems Analyst Lead (HCD Contractor) to drive user-centered design initiatives across ServiceNow platforms. This role will act as a key liaison between business stakeholders and IT teams, ensuring solutions are intuitive, impactful, and aligned with organizational goals. The ideal candidate brings deep expertise in Human-Centered Design (HCD) , strong ServiceNow experience , and a passion for delivering exceptional user experiences through research-driven insights. Key Responsibilities Lead Human-Centered Design (HCD) efforts for ServiceNow initiatives Conduct usability testing, experience benchmarking , and user research Analyze user behavior and channel interactions to guide design decisions Perform qualitative and quantitative research to derive actionable insights Develop personas, journey maps, and experience blueprints Identify pain points using root cause analysis and recommend solutions Facilitate design thinking workshops and stakeholder co-creation sessions Collaborate with cross-functional teams to ensure user-centric solutions Create storyboards, prototypes, and design concepts using tools like Figma Present research findings and design recommendations to leadership Act as a bridge between business stakeholders and IT teams for ServiceNow projects Required Qualifications Strong experience as a Business Systems Analyst / HCD Specialist Expertise in Human-Centered Design (HCD) methodologies Hands-on experience with ServiceNow platform (workflows, UI/UX, integrations) Proven experience in usability testing and user research techniques Proficiency in design tools such as Figma Strong knowledge of design thinking, journey mapping, and experience strategy Excellent communication and stakeholder management skills Ability to translate business needs into user-centric technical solutions Preferred Qualifications Experience in enterprise IT environments or digital transformation programs Exposure to Agile/Scrum methodologies Background in UX/UI strategy or product design