Lead Experience Designer

This is a contract based employment opportunity.

Are you interested in helping people in Massachusetts access critical benefits and assistance? Do you want to help the Commonwealth’s largest secretariat be more constituent-centered? The Executive Office of Health and Human Services (EOHHS) is hiring a Lead Experience Designer to help transform how the agency delivers benefits to the public. We’re looking for a generalist designer who is comfortable flexing their skills in service design, experience research, and experience design to holistically improve end-to-end experiences.

The newly formed Experience Design & Research (XDR) team within EOHHS has 2 main goals:

• Building tools, processes, and practices that will enable EOHHS to develop and scale the XDR capability agency-wide
• Supporting key projects directly that design, deliver, and continuously improve the end-to-end health and human service experiences of our constituents

As a Lead Experience Designer on the XDR team, you’ll have the opportunity to help shape the team’s strategy and support cross-agency initiatives that will help people navigate, apply for, and manage benefits such as health insurance, food assistance, and cash assistance.

You’ll start by working on our Integrated Eligibility and Enrollment (IE&E) initiative to streamline benefit enrollment and management, with a key focus on ensuring our strategy and solutions to digital and non-digital modernization are informed by the needs of our constituents. You’ll work with the XDR Team Lead, agency partners, and project vendor to understand constituents’ journeys, prioritize which challenges to address, and then design, prototype, and test digital and omnichannel end-to-end solutions.

With an eye toward scaling, you’ll identify and implement repeatable processes that can help future teams deliver holistic, people-centered services.

This position is a full-time contract opportunity
. The work schedule for this position is Monday through Friday, 9:00AM to 5:00PM EST
, in a hybrid remote arrangement. The primary work location is 100 Hancock St. Quincy, MA
. Applicants should be located within reasonable commuting distance from this location.

The Commonwealth of Massachusetts Executive Office of Health and Human Services is comprised of 11 agencies and the Mass Health program. EOHHS seeks to promote the health, resilience, and independence of nearly one in every three residents of the Commonwealth we serve. Our public health programs touch every community in the Commonwealth.

• Drive strategic XDR initiatives that help inform and evaluate the development of the IE&E My Services portal and related services. This may include conducting experience research that informs strategies and roadmaps to improve the constituents’ holistic journey, defining a constituent experience measurement strategy, and/or developing and testing prototypes of end-to-end solutions.
• Operationalize research recruitment for EOHHS including improving participant-facing materials, implementing new recruitment strategies, and working with agency liaisons and community organizations to cultivate a diverse participant pool.
• Regularly engage constituents and service providers to understand their needs, map their experiences, and co-design digital and non-digital solutions.
• Support and guide vendor teams to maintain momentum on XDR initiatives and ensure outputs respond to constituent needs navigating, applying for, and managing benefits. This includes reviewing research plans, product briefs, product designs, and content artifacts.
• Create and refine compelling and effective design artifacts to drive shared understanding and action (for example: wireframes, future state concepts, journey maps, service blueprints, prototypes, user flows, research reports, etc.).
• Partner with agency stakeholders to understand policies, technology systems, business needs, and other constraints when optimizing service delivery.
• Help us grow our XDR capability in partnership with the XDR Team Lead by standardizing processes, documenting best practices, coaching others, facilitating enablement…