Digital & Customer Experience Lead
About The Position
Redmatter Solutions is seeking a seasoned Digital & Customer Experience Lead to drive human-centered digital transformation across complex enterprise environments. This role plays a critical part in shaping customer experiences, improving service delivery, and ensuring digital products meet the needs of diverse users, internal stakeholders, and public-facing audiences. The ideal candidate excels at uncovering user needs, guiding service design efforts, modernizing customer journeys, enabling organizational adoption, and improving satisfaction through thoughtful, inclusive, and accessible digital experiences.
Requirements
- 10+ years designing and delivering enterprise-level digital services.
- Extensive experience conducting customer research, including interviews, user testing, ethnographic studies, surveys, and workflow analysis.
- Experience leading Human-Centered Design (HCD) initiatives from discovery through implementation.
- Experience supporting digital transformation within Federal or similarly complex organizations.
- Demonstrated success aligning digital experience strategies with modernization objectives, stakeholder needs, and organizational goals.
- Experience partnering with technical, product, operations, and executive teams to guide digital design and customer experience outcomes.
- Human-Centered Design (HCD)
- Customer Experience (CX)
- Service Design
- Journey Mapping & Service Blueprinting
- User Research (qualitative & quantitative)
- Accessibility & Inclusive Design
- Section 508 Compliance
- UX Design
- UI Design
- Usability Testing
- Change Management
- Organizational Adoption & User Enablement
- Creation of personas, workflows, process maps, and customer journey assets.
- Translating research insights into actionable design recommendations.
Nice To Haves
- Human-Centered Design Certification
- Section 508 Trusted Tester Certification
- Professional UX Certification (NN/g, HFI, or equivalent)
Responsibilities
- Lead human-centered design (HCD) activities across digital platforms, services, and modernization initiatives.
- Direct customer experience (CX) strategies that improve usability, satisfaction, adoption, and long-term engagement.
- Conduct customer research, including interviews, user studies, ethnography, surveys, and workflow analysis to understand needs, behaviors, and pain points.
- Develop journey maps, service blueprints, personas, and experience frameworks to guide product and service decisions.
- Oversee UX/UI design efforts to create intuitive, accessible, and user-focused interfaces.
- Lead and coordinate usability testing to validate design decisions and ensure digital solutions support user workflows effectively.
- Ensure all digital products comply with Section 508 accessibility standards and support inclusive design practices.
- Promote change management and organizational adoption strategies that support new digital services, tools, and workflows.
- Provide executive-ready insights and recommendations to improve service delivery, customer satisfaction, and experience outcomes.
- Partner with product, engineering, operations, and leadership teams to embed customer-centered principles into modernization priorities.
- Champion a culture of continuous improvement, iterative design, and customer listening within teams and across the organization.
- Align digital experience strategies with enterprise transformation goals, improving how users interact with systems, services, and information.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
