UX / CX Designer

Steampunk•McLean, VA

5d•$75,000 - $140,000

About The Position

Steampunk is seeking a UX/CX Designer to lead digital customer experience measurement and accessibility conformance for a large federal advisory program, guiding the client through our Design Intelligence® framework. You'll plan and execute CX initiatives from discovery through measurement — research, testing, and iteration — serving as the voice of the user to ensure their needs are reflected in every recommendation.

Requirements

Ability to obtain and maintain a U.S. government security clearance
Bachelor's degree, preferably in HCD, HCI, UX/CX Design, or a related field
5+ years of UX/CX research and design experience
Portfolio demonstrating UX/CX research process, methods, and craft
Demonstrated knowledge of Section 508/WCAG 2.1 accessibility standards and experience embedding them into a production workflow
Experience conducting user research techniques such as interviews, co-creation workshops, heuristic evaluation, and card sorting to inform journey maps and experience measurement
Experience conducting moderated and unmoderated usability and accessibility testing
Experience with journey mapping and experience-analytics methods
Experience working within an Agile delivery framework, integrating research and measurement activities into program cadences
Excellent written communication and presentation skills to convey CX findings and recommendations
Experience collaborating within a multidisciplinary delivery team, including service designers, data specialists, and change-management professionals

Nice To Haves

Familiarity with OMB Circular A-11 Section 280 CX measurement requirements
Federal digital services experience
Previous experience working as a consultant

Responsibilities

Deliver a Digital CX Measurement and Reporting Plan aligned to OMB Circular A-11 Section 280
Conduct user workshops and interviews to frame pain points, validate hypotheses, and inform priority journey maps
Establish a CX measurement baseline and priority journey maps for client-selected services, expanding to 100% of designated services in later performance periods
Conduct user research and testing to translate user needs into CX measurement priorities and recommendations
Own the pre-release accessibility checklist, verifying Section 508/WCAG 2.1 conformance before release rather than remediating after
Support Paperwork Reduction Act (PRA)-compliant survey design for CX measurement
Collaborate and communicate stakeholder and user needs across a cross-functional Agile team
Contribute to executive dashboard design supporting stated satisfaction and accuracy targets
Ensure all deliverables are produced at consistent, high quality across assigned workstreams