ATLAS RESEARCH Customer Experience Associate--Human Centered Design Salary in the United States

Atlas Research is seeking Customer Experience Associate to join a team of practitioners focused on tackling complex challenges and opportunities facing the federal government and their constituents.  In this position, you will be working in cross-functional teams of Human-Centered Design (HCD) practitioners to understand and synthesize customer needs, strategize improved service delivery, and create innovative solutions for public-sector clients. 

This position focuses on strategic and tactical aspects of the project delivery while keeping sight of the overall project objectives. You will iterate on solutions, informed by user research, to deliver exceptional solutions to meet the needs of users/customers.

Essential Duties and Responsibilities:

• Collaborate with clients and interdisciplinary teams to uncover possibilities, define actionable insights, and identify opportunities for furthering the client’s mission.
• Apply expertise leveraging human-centered design (HCD) techniques to rapidly research, design, and prototype new service experiences, implement digital capabilities, and lead research and contextual design studies to comprehend social and organizational behaviors, pain points, needs, and aspirations.
• Drive synthesis and insight generation with an emphasis on collaboration and effective group facilitation. Leverage HCD approach to provide systems-level thinking to dissect and interpret the entire ecosystem of a product, service, or system and introduce creative solutions that promote positive outcomes - harmonizing people, technology, and business needs.
• 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 a client mission
• Provide human-centered planning to develop new business models and change management approaches, develop strategic roadmaps, define requirements, outline processes, and generate business cases to support work stream objectives.
• Conduct qualitative and quantitative methods of evaluation and contribute to thought leadership in the fields of service design and design thinking.

Minimum Qualifications

• 5+ years of experience with service design, design thinking, design research, business design, business user requirements, or customer experience strategy
• Experience with implementing end-to-end service design projects
• Experience with exercising facilitation techniques in varying client environments
• Demonstration of leadership skills for consensus building and mentoring
• Experience with creating implementation plans for service and digital solutions
• Experience with usability testing to include heuristics, A/B testing, heatmaps and other qualitative and quantitative metrics
• Experience with client negotiation and setting expectations against real world limitations
• Experience with illustration work or creative visualization and communication of data from generative research, insights, and findings; proficiencies developing, designing, and maintaining wireframes to delivery of high-fidelity UI mockups
• Proficiencies with prototyping, including sketching or using tools, such as Adobe Creative Suite (InDesign, Photoshop, Illustrator, XD), Balsamiq, Axure, Omnigraffle, Visio, Figma, InVision

Preferred Qualifications:

• BA or BS degree (focus in Library Sciences, Human Computer Interaction, Psychology, Information Systems, Computer Engineering, or related area of study)
• MA or MS degree in Design, Anthropology, Social Sciences or MBA degree in Design Strategy
• Experience with field studies analyzing ethnicities and cultures, generative research, and analyzing/assessing qualitative and quantitative data
• Ability to submit a portfolio