Senior UX Researcher / Service Designer

Overview DecisionPoint seeks a Senior UX Researcher / Service Designer to lead user experience research, service design, journey mapping, and human-centered analysis for a large federal and DoD-aligned mission environment. This role conducts deep qualitative and quantitative UX research, identifies user needs and pain points, develops personas, maps end-to-end journeys, and designs holistic service experiences across digital and non-digital touchpoints. The Senior UX Researcher / Service Designer partners with PMO leadership, application teams, content strategists, product owners, and behavioral scientists to deliver human-centered insights that drive improved usability, accessibility, adoption, and mission outcomes. This position is fully remote. Duties & Responsibilities The Senior UX Researcher / Service Designer will: Lead end-to-end UX research efforts including interviews, contextual inquiry, usability testing, and ethnographic studies. Develop user personas, archetypes, and segmentation models based on behavioral insights and research findings. Map current and future-state user journeys, service blueprints, workflows, and ecosystem diagrams. Identify pain points, friction areas, user needs, motivations, and information gaps across user journeys. Facilitate co-design sessions, workshops, and ideation activities with stakeholders and mission users. Synthesize research insights into actionable design recommendations, stories, and evidence-based experience strategies. Support UX requirements gathering and collaborate with product, design, and development teams. Ensure solutions adhere to Section 508 and accessibility best practices. Deliver high-quality research reports, insights decks, wireframes, and service design artifacts. Benchmark user experience trends, design standards, and federal digital service best practices. Provide subject matter expertise in human-centered design, service design methodology, and UX research operations. Qualifications Clearance Requirement Candidate must possess a Tier 2 Moderate Risk Public Trust (from any federal agency) or an active Secret clearance or higher . Education (Required) Bachelor’s degree in Human-Computer Interaction (HCI), Human Factors, Psychology, Sociology, Anthropology, UX Design, or a related field. Experience (Required) Minimum 10 years of experience conducting UX research, service design, usability testing, or human-centered design. Experience delivering personas, journey maps, service blueprints, and UX research deliverables for federal or enterprise programs. Demonstrated ability to synthesize user research into actionable, strategic recommendations. Experience collaborating with multidisciplinary teams including product, development, content, and PMO leadership. Technical Knowledge (Required) Proficiency with UX research tools such as Optimal Workshop, UserTesting, Dovetail, or similar. Familiarity with design tools such as Figma, Sketch, Adobe XD, or Miro. Strong understanding of service design frameworks, journey mapping, and experience modeling. Knowledge of accessibility principles and Section 508 requirements. Technical Knowledge (Preferred) Experience with human-centered design within federal digital service environments. Familiarity with Agile, DevSecOps, or design operations. Certifications Preferred: Human-centered design certifications UX research or UX strategy certifications Service design accreditation Skills Exceptional qualitative research and synthesis skills. Strong facilitation abilities for workshops and co-design sessions. Ability to translate complex findings into compelling visual artifacts and narratives. Excellent communication and stakeholder management skills. Strong empathy, curiosity, and attention to detail. Ability to drive human-centered decision-making across diverse teams. Our Equal Employment Opportunity Policy EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws. Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.