Senior User Experience (UX) Researcher β BA3 (Hybrid / Telework)
About the position The Pennsylvania Department of Human Services (DHS) is seeking a Senior User Experience (UX) Researcher (BA3) to support modernization initiatives impacting eligibility and compliance processes across DHS and county offices. This role focuses on improving the caseworker experience, reducing workload, and identifying automation opportunities in anticipation of upcoming federal regulation changes. This is a teleworking role; however, candidates must be able to travel onsite to Harrisburg as needed. Responsibilities β’ Lead UX research, discovery, and usability testing sprints to identify opportunities for innovation β’ Conduct user research through interviews, shadowing, and observation of frontline staff β’ Analyze existing systems, workflows, and data flows β’ Map end-to-end user journeys and identify pain points and inefficiencies β’ Produce actionable UX artifacts including journey maps, user stories, research findings, and recommendations β’ Collaborate with cross-functional teams including product managers, designers, developers, project teams, and program staff β’ Communicate insights clearly to support prioritization and implementation of automation and modernization efforts β’ Build trusted relationships with stakeholders and advocate for the voice of the user within a public-sector environment Requirements β’ 2+ years experience in Health & Human Services or Benefits Delivery programs such as SNAP, Medicaid, TANF, or Unemployment Insurance β’ Strong expertise in UX Research and User-Centered Design practices β’ 2+ years of UX experience designing products, platforms, or services at scale β’ Proven experience translating research into successful product and service design β’ Experience across the full UX lifecycle: Information architecture Low- and high-fidelity design Design systems Accessibility prototyping User research and usability testing β’ Experience leading UX/design efforts for a product, platform, or service β’ Strong stakeholder management and alignment skills β’ Experience working in Agile or iterative development environments β’ Excellent communication skills with the ability to explain complex concepts clearly Apply tot his job