Experience Design and Research (XDR) Team Lead - EDRL25-25048

Job Title: Experience Design and Research (XDR) Team Lead
Location: Quincy, MA (Hybrid)
Duration: 6 Months (Tentative) 

Key Responsibilities

• Lead and manage end-to-end experience research and design efforts across high-impact service delivery initiatives
• Provide strategic direction on the Integrated Eligibility and Enrollment Common Portal in collaboration with stakeholders and partners
• Identify and prioritize opportunities for experience innovation and improvement
• Facilitate alignment across cross-functional teams to establish shared understanding of experience goals and strategies
• Plan and conduct inclusive user research to inform portal design and enhancements
• Create and refine design artifacts including journey maps, service blueprints, wireframes, and prototypes
• Champion human-centered design practices that emphasize accessibility, equity, and inclusion
• Lead experience reviews and workshops to drive design excellence
• Coach and mentor internal teams on user-centered methods and research best practices
• Develop and execute a roadmap for scaling the XDR team and its capabilities, including recruitment and team structure
• Collaborate with internal design communities, external vendors, and digital experience teams to maintain consistency and alignment

Qualifications

• 8+ years of professional experience in digital product and service design
• 5+ years of experience leading XDR teams, preferably within government or similarly complex organizational environments
• Proven success building and mentoring high-performing, cross-functional design teams
• Deep understanding of people-centered design methodologies and their practical application in service delivery
• Expertise in at least two key XDR competencies, such as service design, interaction design, or content strategy
• Strong systems-thinking abilities and a track record of strategic problem-solving
• Passion for public service innovation and improving access to essential services
• Commitment to accessible, equitable, and inclusive design practices
• Exceptional communication, storytelling, facilitation, and change management skills