26-2287: User Experience/ Service Designer - Baltimore, MD

Navitas Business Consulting • Baltimore, MD

5d • $65,000 - $95,000 • Onsite

About The Position

We are seeking a human‑centered design leader who can elevate the way residents experience state services. In this role, you will champion user needs, guide multidisciplinary teams, and bring modern design practices to complex, high‑impact initiatives across the Commonwealth. You will collaborate closely with agency partners, uncover deep customer insights, and help teams translate those insights into measurable improvements in service delivery, digital experiences, and program performance.

Requirements

• Bachelor’s Degree from an accredited college or university
• 5+ years of experience in user experience and service design.

Responsibilities

• Apply best practices in human‑centered design to improve end‑to‑end user experiences across state programs and services.
• Serve as a champion for user needs, ensuring design decisions are grounded in research, accessibility, and real‑world context.
• Guide and mentor designers, researchers, content strategists, and technical teams throughout project lifecycles.
• Partner with stakeholders across agencies to build shared customer understanding and align on goals, constraints, and opportunities.
• Facilitate collaborative problem‑solving to address complex service challenges and drive meaningful, measurable improvements.
• Support teams in developing metrics, defining success criteria, and integrating new methodologies to optimize customer experience and program performance.
• Conduct and synthesize user research, transforming insights into actionable artifacts such as personas, journey maps, service blueprints, wireframes, and prototypes.
• Communicate findings clearly to technical and non‑technical audiences, ensuring insights inform strategy, design, and implementation.
• Promote a culture of continuous learning, experimentation, and user‑centered thinking across state organizations.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior