Business Analyst
Position Type: Remote
Contract Length: 10 months
Position Overview:
This role serves as a UX Research expert responsible for leading discovery and usability testing initiatives to improve caseworker experience, reduce workload, and modernize eligibility and compliance processes. The position translates frontline user insights into actionable research artifacts that inform product decisions, automation opportunities, and a prioritized roadmap aligned with evolving regulatory requirements.
Duties:
Lead UX discovery and usability testing sprints to identify pain points, inefficiencies, and opportunities for innovation within eligibility and compliance workflows.
Conduct qualitative user research including interviews, shadowing, and direct observation of frontline staff to understand real-world processes and constraints.
Analyze existing systems, integrations, and data flows to assess usability impacts and operational bottlenecks.
Map end-to-end user journeys to document current-state experiences and define future-state improvements.
Produce actionable UX deliverables such as journey maps, personas, user stories, usability findings, and supporting research artifacts.
Develop and maintain a prioritized roadmap of automation and modernization opportunities informed by research outcomes.
Collaborate closely with project managers, product managers, designers, developers, and program staff to translate insights into production-ready solutions.
Communicate complex research findings and design recommendations clearly to cross-functional and non-technical stakeholders.
Build strong, trusted relationships with stakeholders and represent the voice of the user throughout design and implementation efforts.
Support iterative and agile development processes by providing continuous UX input from ideation through execution.
2+ years of professional UX experience designing and building products, platforms, or services at scale.
Experience delivering technology solutions for Health and Human Services (HHS) or federally funded programs such as SNAP, Medicaid, TANF, Unemployment Insurance, or similar benefits delivery programs.
Deep technical subject matter expertise in User Experience (UX) Research and User-Centered Design (UCD) practices.
Proven experience designing successful products and solutions grounded in user research and usability findings.
Experience across the full UX design spectrum, from discovery and ideation through execution and delivery.
Demonstrated ability to build alignment and consensus among diverse stakeholder groups.
Experience leading UX and design efforts for a product, platform, or service.
Experience working within iterative or Agile development methodologies.
Strong communication skills with the ability to clearly convey complex ideas, research findings, and design recommendations to technical and non-technical audiences.