Sr. Human Centered Design Lead (CX)

MetaPhase Consulting
Washington, DC
26 Feb 2025

Vacancy expired!

Description

MetaPhase Consulting (MPC) is currently supporting the U.S. Department of Housing and Urban Development(HUD) Office of Chief Information Officer (OCIO) on the Federal Housing Administration (FHA) Catalyst Development, Modernization and Enhancement (DME) effort. The MetaPhase team will be advising HUD's IT organization in establishing enterprise-wide strategies around digital transformation and adoption of modern technologies. Critical to this mission is the use of Human Centered Design to inform these strategies to most effectively address the needs of HUD's end users.

As our Human Centered Design Lead, you will be responsible for bringing expertise in Customer Experience (CX), change management, and effective rollout strategies to inform HUD's roadmap for modernization. You will be responsible for leading initiatives focused on anchoring the Agency's digital modernization efforts firmly in sound Customer Experience practices. You will develop strategies and plans for capturing customer requirements, incorporating customer feedback, and assessing service performance. You will conduct surveys, and analyze the data collected. You will lead communication with internal and external stakeholders and promote buy-in for Customer Experience efforts across HUD.

Basic Qualifications (Required)
  • Minimum of eight (8) years of experience supporting Customer Experience (CX) and Human Centered Design (HCD) within Management Consulting and/or Technology Transformation efforts; preferably ten (10) years of experience in federal government consulting.
  • Experience leading the implementation and rollout of new HCD programs to employees as well as customers.
  • Excellent communication and facilitation skills.
  • Strong organizational skills.
  • Experience in delivering in an Agile environment while owning tasks from creation through delivery within a team.
  • This position requires the ability to obtain and hold an active Public Trust clearance at a U.S. Government Agency; U.S. Citizenship required (NO EXCEPTIONS).

Essential Responsibilities
  • Re-envision Agency operating model to center around the customer.
  • Devise strategies to leverage digital services to allow for self-service and improved customer experience.
  • Define and integrate customer experience into the design of services for the IT organization.
  • Develop program reviews that focus on capturing and evaluating customer satisfaction.
  • Own and lead communications between internal and external stakeholders.
  • Lead initiatives that focus on improving Agency digital fluency, articulating the value of digital technologies to the Agency's future and understanding of what must take place to make change happen.
  • Communicate, envision, and contribute to design deliverables, including ideas, service models, customer journeys, service blueprints, scenarios, personas, system maps, data visualizations, infographics, and artifacts to support Agency mission.
  • Lead efforts focused on customer research and analytics and apply knowledge of customer experience strategy principles, customer research, robust data analytics, and customer experience modeling.

Work Location

Mix of remote and Contractor site (DC Metro Area). Remote work until further notice due to COVID-19.

Travel

None

Education Level

Minimum Bachelor's degree in Business, Technology, or related field

Clearance Level

This position requires the ability to obtain and hold an active Public Trust clearance at a U.S. Government Agency.

About MetaPhase Consulting

MetaPhase Consulting is different with a purpose - demonstrating a new approach to the industry that puts employees and culture first! We continue to be recognized by industry as one of the fastest growing and most impactful consultancies in the nation, and are aggressively hiring to grow our team:

Fastest Growing
  • Inc 5000 Fastest Growing Company - 2020, 2021, 2022
  • Washington Technology Fast 50 Award - 2020, 2021
  • Financial Times America's Fastest Growing Companies - 2021, 2022

Best Places to Work
  • Washington Post Best Places to Work - 2022
  • Washington's Business Journal's Best Places to Work - 2021, 2022
  • Virginia Business Magazine's Best Places to Work - 2021, 2022
  • Northern Virginia Technology Council Top 100 Technology Firms - 2020

Company & Individual Awards
  • 2021 Washington Business Journal Small Business - CEO of the Year
  • 2021 FedScoop 50 - Industry Leadership Award Nominee
  • 2021 Moxie Award Finalist
  • 2022 SECAF Government Contractor Awards ($27.5 to $50 Million in Revenue)
  • 2022 FedScoop Best Bosses Finalist - Andy Glaser and Brett McLaren
  • 2022 Washington Business Journal 40 under 40 - Brett McLaren
  • 2022 FedHealth IT and G2XChange Women in in Leadership Awards - Beth Angerman
MetaPhase Consulting is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, or any other factors protected by federal, state, or local law.