Senior Service Designer

Bixal is looking for a creative and strategic User Researcher/Service Designer to help shape a large-scale digital appointment scheduling platform for the federal government. This role offers a unique opportunity to make a meaningful impact on a project that aligns with Bixal’s mission of delivering innovative, human-centered solutions.

Responsibilities

• Lead iterative and human-centered design user research strategy and efforts to understand user needs, business goals, and policy requirements
• Design and conduct research studies using methods such as interviews, surveys, contextual inquiry, A/B testing, heuristic evaluation, multi-lingual remote usability testing, and accessibility design
• Develop and maintain research plans, protocols, and documentation that ensure research quality and rigor
• Analyze and synthesize research findings into actionable insights and recommendations
• Communicate research findings to cross-functional teams, stakeholders, and clients through reports, presentations, and workshops using collaborative whiteboarding tools (e.g., FigJam, Miro)
• Create user personas, user journeys, wireframes, and prototypes to inform design decisions
• Work closely with designers and engineers to align design with technical feasibility
• Ensure all designs comply with accessibility standards (Section 508, WCAG)
• Collaborate with engineers, design lead and UX designer to develop intuitive, efficient, and accessible interfaces
• Advocate for human-centered design principles and ensure research informs iterative design decisions
• Contribute to the development of research frameworks, principles, and guidelines
• Work cross-functionally with product owners, design/technical leads, and developers to align research and design with strategic objectives
• Build and maintain relationships with clients and stakeholders, advocating for the importance of UX research in delivering high-quality digital services

Requirements

• Bachelor's degree in a relevant field, plus at least four (4) years of related experience in UX design and research
• Demonstrated expertise in applied research methods such as interviews, surveys, usability testing, and ethnographic studies
• Demonstrated experience in applying methods such as contextual inquiry, A/B testing, heuristic evaluation, multilingual remote usability testing, and accessibility-focused design to complex systems
• Proven ability to lead research strategy and execution for multiple projects simultaneously
• Demonstrated experience synthesizing qualitative and quantitative findings into actionable personas, journey maps, service blueprints, and technical interaction design documentation consumable by Agile delivery teams
• Experience designing for government applications, or other high-stakes workflows
• Proficiency in design tools such as Figma, Sketch, Adobe XD/CC, Miro or Mural
• Proficiency in digital analytical tools such as Google Analytics or Crazy egg
• Familiarity with federal digital service guidelines and accessibility standards (Section 508, WCAG) and demonstrating expertise in researching with and designing for users of different abilities, including users with assistive technologies, as well as experience leveraging accessibility testing tools (e.g., WAVE, ANDI)
• Strong understanding of user-centered design principles and methodologies
• Strong analytical and critical thinking skills, with the ability to synthesize complex data into actionable insights
• Excellent communication and collaboration skills, with experience working in cross-functional teams

Key Skills

• UX design
• User research
• Figma
• Sketch
• Adobe XD/CC
• Miro
• Mural
• Google Analytics
• Crazy egg
• Accessibility testing tools (e.g., WAVE, ANDI)

Benefits

• Flex hours
• 401K with matching incentive
• Parental Leave
• Medical/dental/vision benefits
• Flex Spending Account
• Company provided short-term disability and life insurance
• Commuter benefits
• Paid Time Off (PTO)
• 11 Paid holidays