User Experience (UX) Designer (Technology Innovation Division)

Massachusetts Bay Transportation Authority•Boston, MA

4d•Onsite

About The Position

The UX Designer is responsible for planning and delivering user experience design and research activities that improve the usability, accessibility, and effectiveness of MBTA products and services. This role collaborates with cross-functional partners to understand user and stakeholder needs, translate insights into actionable solutions, and ensure design decisions align with organizational goals and constraints. UX Designers contribute to defined product areas or initiatives by conducting research, developing design artifacts, and supporting implementation through partnership with product and engineering. They produce reliable, production-ready outputs and apply established design systems, standards, and processes.

Requirements

Bachelor's degree from an accredited institution.
Two (2) years of relevant professional experience in UX design.
Strong working knowledge of UX design methods and practices.
Ability to support the planning and delivery of UX work for more complex, predictable problem spaces.
Experience conducting or contributing to qualitative research activities end-to-end.
Experience designing multi-touchpoint or platform-level user experiences.
Ability to collaborate effectively with product and engineering partners.
Ability to communicate design and research decisions clearly, including tradeoffs.
As part of the selection process, candidates will be asked to complete and pass job-related technical assessments, which may include presenting a UX case study and/or a timed whiteboarding exercise.
A high school diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor’s degree requirement.
An associate’s degree from an accredited institution and an additional three (3) years of directly related experience substitutes for the bachelor’s degree requirement.
A master’s degree in a related subject substitutes for two (2) years of general experience.
A nationally recognized certification, or statewide/professional certification in a related field substitutes for one (1) year of experience.
Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
Ability to provide internal and external customers with courteous and professional experiences.
Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op.
Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.
All employees must be legally authorized to work in the United States and on an unrestricted basis.
The MBTA does not have an employer work sponsorship program.
However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply.
Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview.
Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position.
Rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview.
In addition, Human Resources may require documentation supporting the request.
However, should you need to reschedule, you will need to contact your Recruiter directly by email.
Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
The MBTA makes reasonable accommodations for applicants with disabilities.
If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or [email protected] .

Nice To Haves

More than four (4) years of relevant professional experience.
Experience working with engineering to document interactions and system behaviors.
Familiarity with Service Design, outcomes, and jobs-to-be-done frameworks.
Experience working in agile delivery environments on cross-functional teams.

Responsibilities

Plan and deliver UX design work across features or defined product areas, producing production-ready artifacts such as flows, wireframes, prototypes, and specifications.
Conduct and contribute to qualitative research activities, including research planning, interview guides, interviews, task analysis, synthesis, and communicating findings to inform design decisions.
Apply research insights to design solutions that balance user needs, accessibility requirements, operational realities, technical constraints, and agency goals.
Use and contribute to established design systems, documentation standards, and UX practices to ensure consistency and quality across experiences.
Design coherent experiences across touchpoints, considering the full rider or staff journey where relevant.
Contribute to product definition, roadmap discussions, and sprint planning by representing user needs, constraints, and experience risks.
Identify usability, accessibility, or experience risks early and partner with cross-functional teams to address them.
May mentor junior designers and contribute to defining design standards.
Participate in usability testing, accessibility evaluation, and design quality assurance activities to ensure experiences meet standards.
Engage in team rituals (e.g., stand-ups, planning, retrospectives) and contribute to strengthening UX principles, standards, and shared practices.
Support the growth of the design practice through knowledge sharing, collaboration, and continuous improvement.
Collaborate with product, engineering, and design partners to align on goals, define requirements, and ensure solutions are feasible, user-centered, and consistent with design standards.
Protect data security, compliance, and privacy across all work by following best practices and established industry/MBTA policies, standards, and procedures for secure research, design, documentation, and data handling.
Perform all other duties and projects that may be assigned.
Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.