Job Description
About the position
The Pennsylvania Department of Human Services (DHS) is seeking a Senior User Experience (UX) Researcher (BA3) to support modernization initiatives impacting eligibility and compliance processes across DHS and county offices. This role focuses on improving the caseworker experience , reducing workload, and identifying automation opportunities in anticipation of upcoming federal regulation changes. This is a teleworking role ; however, candidates must be able to travel onsite to Harrisburg as needed .
- Responsibilities
- Lead UX research, discovery, and usability testing sprints to identify opportunities for innovation
- Conduct user research through interviews, shadowing, and observation of frontline staff
- Analyze existing systems, workflows, and data flows
- Map end-to-end user journeys and identify pain points and inefficiencies
- Produce actionable UX artifacts including journey maps, user stories, research findings, and recommendations
- Collaborate with cross-functional teams including product managers, designers, developers, project teams, and program staff
- Communicate insights clearly to support prioritization and implementation of automation and modernization efforts
- Build trusted relationships with stakeholders and advocate for the voice of the user within a public-sector environment
- Requirements
- 2+ years experience in Health & Human Services or Benefits Delivery programs such as SNAP, Medicaid, TANF, or Unemployment Insurance
- Strong expertise in UX Research and User-Centered Design practices
- 2+ years of UX experience designing products, platforms, or services at scale
- Proven experience translating research into successful product and service design
- Experience across the full UX lifecycle: Information architecture Low- and high-fidelity design Design systems Accessibility prototyping User research and usability testing
- Experience leading UX/design efforts for a product, platform, or service
- Strong stakeholder management and alignment skills
- Experience working in Agile or iterative development environments
- Excellent communication skills with the ability to explain complex concepts clearly
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