Senior UX Researcher / Service Designer

About this role

## Overview

DecisionPoint seeks a Senior UX Researcher / Service Designer to lead user experience research, service design, journey mapping, and human-centered analysis for a large federal and DoD-aligned mission environment. This role conducts deep qualitative and quantitative UX research, identifies user needs and pain points, develops personas, maps end-to-end journeys, and designs holistic service experiences across digital and non-digital touchpoints.

The Senior UX Researcher / Service Designer partners with PMO leadership, application teams, content strategists, product owners, and behavioral scientists to deliver human-centered insights that drive improved usability, accessibility, adoption, and mission outcomes.

*This position is fully remote.*

## Duties & Responsibilities

The Senior UX Researcher / Service Designer will:

• Lead end-to-end UX research efforts including interviews, contextual inquiry, usability testing, and ethnographic studies.

• Develop user personas, archetypes, and segmentation models based on behavioral insights and research findings.

• Map current and future-state user journeys, service blueprints, workflows, and ecosystem diagrams.

• Identify pain points, friction areas, user needs, motivations, and information gaps across user journeys.

• Facilitate co-design sessions, workshops, and ideation activities with stakeholders and mission users.

• Synthesize research insights into actionable design recommendations, stories, and evidence-based experience strategies.

• Support UX requirements gathering and collaborate with product, design, and development teams.

• Ensure solutions adhere to Section 508 and accessibility best practices.

• Deliver high-quality research reports, insights decks, wireframes, and service design artifacts.

• Benchmark user experience trends, design standards, and federal digital service best practices.

• Provide subject matter expertise in human-centered design, service design methodology, and UX...