UX Designer / Customer Experience (CX) Strategist

Overview We are seeking a dynamic and innovative UX Designer / Customer Experience (CX) Strategist to lead the design and enhancement of engaging, user-centric digital experiences. In this role, you will champion the voice of the customer by applying design thinking principles, conducting user research, and translating insights into compelling visual and interaction designs. Your expertise will drive the development of intuitive interfaces across web and mobile applications, ensuring seamless usability and accessibility. Join us to shape memorable customer journeys that elevate brand loyalty and satisfaction through cutting-edge experience strategies. Required Skills ▸ User research — moderated and unmoderated usability testing, stakeholder interviews, surveys, and card sorting ▸ Wireframing and interactive prototyping using Figma (primary) or Adobe XD ▸ U.S. Web Design System (USWDS) 3.0 implementation and component customization ▸ Journey mapping, service blueprinting, and experience gap analysis ▸ Content strategy and plain-language writing for federal digital services ▸ Accessibility auditing and remediation per Section 508 and WCAG 2.1 AA standards ▸ Design system governance — maintaining, documenting, and scaling a federal design system ▸ Agile UX — rapid iteration within sprint cycles alongside development teams Required & Preferred Certifications ▸ Section 508 Trusted Tester Certification — highly preferred for federal digital work ▸CPACC — Certified Professional in Accessibility Core Competencies — strong differentiator ▸ Google UX Design Certificate — beneficial for junior/mid-level candidates ▸ Nielsen Norman Group UX Certification — prestigious differentiator for senior roles ▸ Certified Usability Analyst (CUA) — beneficial WHAT YOU BRING: • 4–6+ years of UX design experience; at least 2 years on federal, government, or large regulated enterprise digital services • Expert proficiency in Figma; Adobe XD experience a plus • Demonstrated experience with USWDS implementation — not just familiarity; you've built with it • Portfolio required — must include at least one federal or large-enterprise digital service project demonstrating end-to-end UX process (research → wireframes → prototype → accessibility testing) • Section 508 Trusted Tester certification preferred; CPACC a strong differentiator • Prior 18F, USDS, CMS, SSA, or similar federal digital services background is the strongest possible differentiator for this role • Must be a U.S. Citizen and able to obtain a Public Trust clearance Pay: $55.00 - $70.00 per hour Work Location: Hybrid remote in Washington, DC 20001