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, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

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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