UX / Service Portal Designer

Empower AI•Quantico, VA

5d•Hybrid

About The Position

Empower AI is seeking a UX / Service Portal Designer to own the user experience of IT services for a Department of War agency supported by an enterprise IT Customer Support Services program serving approximately 13,000 users. The designer leads the design of the modernized IT Service Portal (the 'front door' for all user interactions with IT), the self-service and knowledge experience, and the Customer Support Metrics Dashboard interface; conducts user research through surveys, interviews, and focus groups; maintains user personas and journey maps; and creates the plain-language communications, guides, and training content that drive adoption of new tools. This role is the primary engine populating the CX Roadmap with data-driven initiatives and directly influences the program's XLA outcomes: Customer Satisfaction and Customer Effort Score. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers. THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.

Requirements

Bachelor's degree and a minimum of 10 years of related experience (a Master's degree with 8 years of related experience, or an additional 4 years of related experience in lieu of a degree, may be substituted).
Must be a U.S. Citizen.
Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
Must be willing and able to obtain Top Secret eligibility after start , if required by mission needs.
Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
Minimum of 10 years of experience in user experience design, service design, or digital product design, including lead responsibility for enterprise portals or service experiences.
Demonstrated experience conducting user research (surveys, interviews, focus groups, usability testing) and producing personas, journey maps, and actionable findings.
Expert proficiency with design and prototyping tools (e.g., Figma, Adobe XD/Creative Suite) and strong working knowledge of HTML/CSS/JavaScript sufficient to collaborate with developers.
Experience designing Section 508 / WCAG 2.x compliant, responsive interfaces.
Experience designing self-service portals, knowledge experiences, or chatbot conversations on an ITSM platform (e.g., ServiceNow Service Portal / Employee Center).
Experience defining and analyzing experience metrics (CSAT, CES, NPS/promoter scores) and translating feedback into roadmap initiatives.
Excellent writing, visual communication, and stakeholder facilitation skills.

Nice To Haves

Nielsen Norman Group UX Certification, HFI CUA/CXA, ITIL 4 Drive Stakeholder Value, or Certified Customer Experience Professional (CCXP).
Experience with ServiceNow Service Portal/Employee Center, Virtual Agent Designer, and Knowledge Management configuration.
Experience supporting Department of War ( DoW ), DoD, or other Federal digital-first experience initiatives (OMB M-23-07, 21st Century IDEA).
Experience designing executive dashboards and data visualization in Power BI.
Experience with survey platforms and analytics tools (e.g., Qualtrics, Microsoft Forms, Google Analytics equivalents approved for Government).
Experience with Agile product delivery and writing user stories.

Responsibilities

Lead the design, configuration, and continuous improvement of the modernized IT Service Portal on the ITSM platform (e.g., ServiceNow Service Portal), including information architecture, navigation, searchable knowledge base experience, automated request fulfillment flows, and the user-facing Confirm and Close / Reopen ticket actions.
Plan and conduct user research using Government-approved methods (surveys, user interviews, focus groups, usability testing, analytics review) to collect comprehensive feedback on IT services, and analyze results to identify trends and user pain points.
Develop and maintain a repository of user personas and journey maps spanning headquarters, field, remote, training center, and external industry-partner users, and ensure service improvements are aligned to the needs of the actual user base.
Design intuitive, persona-appropriate, Section 508-compliant interfaces, wireframes, prototypes, and design systems for the Service Portal, Virtual Agent conversations, knowledge articles, and the Customer Support Metrics Dashboard, in collaboration with developers and the Data/BI Developer.
Review and recommend improvements to the underlying workflows that support the service portal to reduce customer effort and improve response and fulfillment times, and translate recommendations into backlog items.
Create user-friendly content, guides, quick-reference cards, and training materials, and support the Government's user engagement and communication initiatives to promote adoption of new tools and processes, including plain-language situational awareness alert templates.
Produce the in-depth qualitative and quantitative analysis from surveys and feedback mechanisms for the Quarterly XLA Performance Report, define and refine CSAT, Customer Effort Score, and Executive Promoter Score instruments, and support establishing the Government-approved CES baseline.
Serve as the primary driver populating the quarterly CX Roadmap with data-driven initiatives, brief Government stakeholders on findings and design options, and provide portal usage and research activity inputs to the Monthly Customer Support Activity Report.