Customer Experience Designer

Ardent Eagle Solutions•Washington, DC

11d•Remote

About The Position

The Customer Experience Designer will lead efforts to conceptualize, design, and refine user journeys by integrating human-centered design principles with data-driven insights. This position serves as a strategic partner to stakeholders, ensuring that customer experience initiatives are aligned with program objectives, user needs, and operational feasibility. Ardent Eagle Solutions (AES) is seeking a Customer Experience Designer to support a Department of Commerce (DOC) program. This role is responsible for shaping and optimizing end-to-end user experiences across digital and service delivery platforms.

Requirements

Approximately 6 years of experience in customer experience (CX), user experience (UX), service design, or a related field
Demonstrated experience designing and implementing user-centered design solutions
Strong understanding of human-centered design principles, usability, and accessibility standards
Experience conducting user research and translating findings into design improvements
Ability to synthesize complex data into clear, actionable insights and recommendations
Proficiency in developing design documentation and artifacts to guide implementation
Strong collaboration and communication skills, with the ability to influence cross-functional teams
Bachelor’s Degree (BA/BS) in Design, Human-Computer Interaction, Psychology, Communications, or a related field
Equivalent combination of education and relevant experience may be considered in lieu of a degree

Nice To Haves

Certified Usability Analyst (CUA)
Human-Centered Design (HCD) or UX certifications
Agile or Scrum-related certifications (e.g., Certified ScrumMaster - CSM)

Responsibilities

Conceptualize, design, and develop end-to-end customer experience pathways across systems and services
Define and document customer journeys, touchpoints, and interaction models
Provide leadership and guidance on user experience (UX) best practices, establishing standards for use across development teams
Translate user needs and behavioral insights into actionable design strategies and solutions
Conduct and support customer research activities, including surveys, usability testing, and user studies
Analyze qualitative and quantitative data to inform design decisions and experience improvements
Develop and present data-driven recommendations to stakeholders and program leadership
Create design artifacts, including: Wireframes Storyboards Functional specifications Experience maps and user flows
Collaborate with cross-functional teams (developers, analysts, program staff) to ensure alignment between design and implementation
Evaluate and assess the feasibility and impact of customer experience initiatives
Enhance and refine testing methodologies, incorporating innovative techniques to improve user experience outcomes
Serve as a champion for user-centered design, advocating for best practices throughout the development lifecycle