Human Centered Design Strategist

📍 Job Overview

Job Title: Human-Centered Design Strategist

Company: TriTech Enterprise Systems, Inc.

Location: Baltimore, Maryland

Job Type: Full-time

Category: Design Strategy / Operations Improvement

Date Posted: April 29, 2026

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• Spearhead human-centered design (HCD) initiatives to significantly enhance eligibility, enrollment, and renewal processes for Medicaid beneficiaries.

• Collaborate closely with a multidisciplinary team, including policymakers, eligibility staff, IT professionals, and program administrators, to ensure user needs are central to all technology decisions and policy implementations.

• Conduct in-depth qualitative user research with both Medicaid beneficiaries and frontline staff to identify critical pain points and unmet needs in the consumer and worker experiences.

• Translate complex research findings into actionable service blueprints, journey maps, and prototypes that drive tangible improvements in user experience and operational efficiency.

📝 Enhancement Note: This role is positioned as a Senior Human-Centered Design Strategist, indicating a leadership capacity within the Medicaid outcome-focused pilot team. The emphasis on "outcome-focused" and "measurable improvements" suggests a strong operational and results-driven approach to design. The integration of HCD into government benefits administration highlights a strategic focus on improving public services through user-centric methodologies.

📈 Primary Responsibilities

• Serve as the lead Human-Centered Design (HCD) Strategist for MHBE's Medicaid outcome-focused pilot team, providing senior domain expertise and fostering cross-functional collaboration across policy, operations, eligibility, and IT.

• Drive HCD practice throughout the Medicaid eligibility, enrollment, and renewal lifecycle, analyzing current state journeys, designing optimized workflows, and supporting implementation with program and IT teams.

• Lead qualitative user research with Medicaid beneficiaries and frontline eligibility staff to uncover pain points, friction points, and unmet needs within both consumer and worker interactions.

• Translate research findings into service blueprints, journey maps, prototypes, and design recommendations that inform service design and technical improvements for MHBE platforms supporting Medicaid.

• Ensure all design outputs prioritize usability, accessibility (Section 508 and WCAG), inclusion, and equity for diverse populations, including non-English speakers, individuals with disabilities, and underserved communities.

• Apply and iterate on MHBE's design system standards to ensure consistency and quality across the user experience.

• Facilitate stakeholder engagement across program staff, IT teams, executive leadership, and beneficiary communities to build effective working relationships and bridge organizational boundaries.

• Present research findings, design recommendations, and outcome metrics to senior leadership and the Medicaid outcome team in clear, decision-ready formats.

• Ensure proposed service and system changes meet federal and state policy and compliance requirements while delivering tangible improvements for beneficiaries and staff.

• Lead organizational HCD capacity-building through support for cross-functional, iterative work practices, knowledge sharing, and mentorship to embed HCD into ongoing operations.

• Collaborate with engineers, product managers, business analysts, and contractor teams to translate HCD insights into technical requirements, user stories, and acceptance criteria.

• Adhere to all security, change control, and MHBE Project Management Office (PMO) policies, processes, and methodologies.

• Be flexible to work overtime as needed, including weekends, holidays, and off-hours.

📝 Enhancement Note: The responsibilities clearly delineate a strategic and hands-on role. The emphasis on "capacity-building" and "embedding modern user-centered practices" suggests a focus on long-term organizational change and sustainability of HCD principles within public sector operations. This goes beyond typical design execution to include organizational development and change management aspects.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in Design, HCI, Psychology, Sociology, Public Policy, or a related field, or equivalent practical experience.

Experience:

• A minimum of seven (7) years of demonstrated professional experience as a Human-Centered Designer, Service Designer, UX Strategist, or equivalent role.

• At least three (3) of those years must be in delivering outcomes within complex, regulated, or large-scale environments such as government, healthcare, financial services, or other regulated industries.

Required Skills:

• Demonstrated expertise in human-centered design (HCD) principles and methodologies.

• Proven experience designing digital or technology products/solutions using HCD, working closely with engineers, product managers, and program staff.

• Expertise in qualitative user research methods, including planning and conducting user interviews, contextual inquiry, usability testing, and synthesizing insights.

• Expertise in service design methods, including service blueprinting, journey mapping, ecosystem mapping, and prototyping at various fidelity levels.

• Demonstrated experience designing for equity, accessibility, and diverse populations, with familiarity with Section 508 and WCAG standards.

• Strong ability to work in cross-functional teams and bridge gaps between policy, operations, and technology.

• Excellent written and verbal communication skills, with the ability to engage diverse stakeholders and present complex findings clearly.

• Proven ability to translate between technical and non-technical audiences.

Preferred Skills:

• Knowledge of Medicaid, CHIP, SNAP, TANF, or other federal/state government benefits programs, including eligibility determination and renewal workflows.

• Prior experience working with state Medicaid agencies, health insurance marketplaces, ACA programs, public health agencies, or similar mission-driven organizations.

• Familiarity with federal and state policy, compliance, and procurement constraints relevant to public benefits administration.

• Background in agile service delivery, discovery-to-delivery cycles, or modernization projects in a regulated/government context.

• Experience contributing to or maintaining an enterprise design system.

• Experience designing AI-assisted workflows, conversational interfaces, or self-service experiences with responsible AI principles.

• Experience leading or participating in plain language, readability, and content design initiatives.

• Experience training, mentoring, or coaching internal teams in HCD methods.

• Ability to conduct direct user interviews, facilitate workshops, and synthesize qualitative insights.

📝 Enhancement Note: The tenure requirement of seven years, with three in regulated environments, signifies a senior-level role demanding significant practical application of HCD principles in complex operational settings. The emphasis on specific accessibility standards (Section 508, WCAG) and inclusive design practices is critical for public sector roles dealing with diverse user groups. The preferred qualifications highlight domain expertise in government benefits, which would be highly advantageous.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least two comprehensive case studies demonstrating the application of human-centered design principles to solve complex operational or user experience challenges.

• Include examples of how user research (interviews, usability tests, contextual inquiry) directly informed design decisions and led to measurable improvements.

• Present detailed examples of service blueprints, user journey maps, and prototypes, illustrating the process from research synthesis to tangible design outputs.

• Demonstrate experience in designing for accessibility (Section 508, WCAG) and inclusive design practices, with specific examples of how these were integrated into the design process.

Process Documentation:

• Candidates should be prepared to discuss their approach to documenting design processes, research findings, and implementation plans.

• Evidence of creating and maintaining design system components or documentation is highly valued.

• The ability to articulate how HCD methodologies are integrated into agile or iterative development cycles will be assessed.

• Candidates should be ready to explain how they ensure design recommendations align with policy, compliance, and operational constraints within a government context.

📝 Enhancement Note: For a role like this, a portfolio is crucial for demonstrating practical application of HCD. The emphasis should be on a structured narrative that clearly outlines the problem, the HCD process employed, the user insights gained, the design solutions developed, and the impact/outcomes achieved. Demonstrating the ability to translate research into actionable requirements for technical teams is paramount in this cross-functional role.

💵 Compensation & Benefits

Salary Range:

• The provided salary information indicates a maximum of $50,000 annually. However, given the "Senior" title and the extensive experience requirements (7+ years, 3 in regulated environments), this figure appears to be significantly below market rate for a Human-Centered Design Strategist in Baltimore, MD.

• Estimated Market Range: Based on industry benchmarks for Senior UX Strategists/Service Designers in Baltimore, MD, with comparable experience and specialization in government/healthcare, a salary range of $100,000 - $140,000+ annually is more typical. This estimate accounts for the demanding nature of the role, the required expertise, and the cost of living in the region.

• Explanation: The $50,000 maximum listed might reflect an internal pay band or an incomplete data entry. It is strongly recommended that candidates verify the actual salary range directly with TriTech Enterprise Systems, Inc. or the hiring client (MHBE) during the application process.

Benefits:

• While specific benefits are not detailed in the provided listing, typical benefits for full-time roles in this sector may include:

• Health, Dental, and Vision Insurance

• Paid Time Off (Vacation, Sick Leave, Holidays)

• Retirement Savings Plan (e.g., 401(k) with company match)

• Life and Disability Insurance

• Professional Development Opportunities (training, conferences, certifications)

Working Hours:

• Standard full-time workweek is approximately 40 hours.

• The role explicitly states flexibility for overtime, including weekends, holidays, and off-hours, as needed. This suggests a demanding project environment where meeting critical deadlines may require extended work.

📝 Enhancement Note: The salary discrepancy is a significant point for potential applicants. The provided $50,000 max is highly unlikely for a senior role with 7+ years of experience in a major metropolitan area. This enhancement assumes the provided number is an error or a placeholder and provides a more realistic market estimate for a senior-level HCD strategist in Baltimore, MD. It is crucial for candidates to clarify this during the application process.

🎯 Team & Company Context

🏢 Company Culture

Industry: The role is within TriTech Enterprise Systems, Inc., serving the Maryland Health Benefit Exchange (MHBE). MHBE is an independent unit of state government focused on providing accessible, affordable health coverage. This places the role within the Government & Public Sector and Healthcare industries, specifically within health insurance marketplaces and public benefits administration.

Company Size: TriTech Enterprise Systems, Inc.'s size is not specified but the project is for the Maryland Health Benefit Exchange (MHBE), which is a state government entity. State government agencies often have large, structured workforces.

Founded: MHBE was established to administer Maryland Health Connection (MHC). The founding date of MHBE itself is relevant but not provided. The context of MHBE being a state government unit implies a stable, mission-driven operational environment.

Team Structure:

• The Senior HCD Strategist will be part of a newly establishing Medicaid outcome-focused, human-centered design (HCD) pilot team.

• This team will comprise individuals from policy, operations, eligibility, and information technology functions.

• The role requires significant cross-functional collaboration, bridging gaps between these distinct departments and potentially external contractors.

Methodology:

• The team will employ human-centered design (HCD) practices to drive measurable improvements.

• This includes user research, service blueprinting, journey mapping, and prototyping.

• The project aims to embed modern user-centered practices across the agency, implying a move towards more agile, iterative, and user-focused operational methodologies.

• Collaboration with IT will involve translating HCD insights into technical requirements, user stories, and acceptance criteria, suggesting an adoption of agile development processes.

Company Website: http://www.tritechenterprise.com/

📝 Enhancement Note: The description emphasizes a "pilot team," suggesting this role is at the forefront of introducing and scaling HCD within MHBE's Medicaid operations. This implies an environment that, while potentially bureaucratic due to its government nature, is actively seeking innovation and improvement through design thinking. The role's success will depend heavily on navigating established government processes while championing new, user-centric approaches.

📈 Career & Growth Analysis

Operations Career Level: This is a "Senior Human-Centered Design Strategist" role, indicating an advanced individual contributor or lead position. It requires a minimum of seven years of experience, with three years in complex, regulated environments. The scope involves leading HCD practice, conducting research, developing strategic designs (blueprints, maps), and influencing technical and policy decisions. This level suggests responsibility for driving significant project outcomes and potentially mentoring others.

Reporting Structure: The Senior HCD Strategist will be part of a new "Medicaid outcome-focused, human-centered design (HCD) pilot team." They will likely report to a team lead or project manager within this pilot initiative. Close collaboration with policymakers, eligibility staff, IT professionals, program administrators, and beneficiaries is expected, indicating a matrixed reporting or strong stakeholder management requirement.

Operations Impact: The core objective of this role is to drive "measurable improvements in eligibility, enrollment, and renewal outcomes for Medicaid beneficiaries." This directly impacts operational efficiency, coverage continuity, and beneficiary satisfaction. By embedding HCD, the role aims to reduce coverage disruptions, improve retention rates, and make systems and processes "simpler, faster, and more reliable." This has a profound impact on both public service delivery and the operational effectiveness of MHBE.

Growth Opportunities:

• Specialization & Leadership: Opportunity to deepen expertise in HCD within the public sector and healthcare benefits domain, potentially leading to future HCD leadership roles within government or related organizations.

• Skill Development: Gaining experience in navigating complex government procurement, policy, and compliance landscapes, alongside advanced application of service design and HCD methodologies in a large-scale public system.

• Organizational Impact: The pilot nature of the team offers a chance to shape and influence the adoption of HCD practices within a significant state agency, potentially leading to broader organizational change and personal recognition for impactful contributions.

• Mentorship: Opportunity to mentor state team members in HCD methods, developing leadership and training skills.

📝 Enhancement Note: The "pilot team" aspect is a key indicator of growth potential. Success in this role could lead to the expansion of the HCD function within MHBE, creating pathways for further leadership and influence. The focus on improving core government services provides a strong sense of purpose and impact, which can be a significant driver for career satisfaction.

🌐 Work Environment

Office Type: This is an on-site role located in Baltimore, Maryland. The work environment is within a state government agency (MHBE) or its contracted service provider (TriTech Enterprise Systems). This typically implies a structured office setting, potentially with a focus on collaborative workspaces for project teams.

Office Location(s): Baltimore, Maryland (ZIP code 21202). This is a central location within the city.

Workspace Context:

• Collaborative Environment: The role necessitates close collaboration with diverse teams (policy, operations, IT, beneficiaries), suggesting a workplace designed to facilitate teamwork and communication.

• Tools & Technology: While specific tools are not listed here, an HCD role would typically involve access to standard design software, research platforms, and potentially project management tools. The emphasis on translating HCD into technical requirements implies interaction with software development environments.

• Team Interaction: The pilot team structure suggests an opportunity for focused interaction with a dedicated group working towards common goals. Regular engagement with beneficiaries and frontline staff will also be a key aspect of the workspace context.

Work Schedule: The standard work schedule is approximately 40 hours per week. However, the role explicitly states flexibility for overtime as needed, including weekends, holidays, and off-hours. This indicates that while a standard schedule exists, project demands may necessitate extended work periods to meet critical deadlines.

📝 Enhancement Note: The on-site requirement in Baltimore means candidates should consider commute logistics. The explicit mention of flexible overtime suggests that candidates should be prepared for demanding project timelines and potentially long hours during critical project phases. This is common in government IT modernization or pilot projects.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of resume and portfolio to assess experience and alignment with HCD principles and regulated environments.

• Technical/Skills Interview: Focus on HCD methodologies, user research techniques, service design tools, and experience with accessibility standards. Candidates may be asked to walk through their portfolio case studies.

• Behavioral/Situational Interview: Assessing cross-functional collaboration skills, problem-solving abilities in complex environments, stakeholder management, and experience with government/healthcare contexts. Questions about handling conflict or navigating policy constraints are probable.

• Case Study/Design Challenge: A potential exercise where candidates are asked to analyze a problem scenario related to Medicaid eligibility/enrollment and propose an HCD-driven solution, or to critique an existing process.

• Final Interview: May involve senior leadership or client stakeholders (MHBE) to assess cultural fit, strategic thinking, and overall suitability for the role and the pilot team.

Portfolio Review Tips:

• Structure & Storytelling: Organize your portfolio around clear case studies that tell a compelling story: problem definition, user research insights, design process, solutions, and measurable outcomes.

• Demonstrate Process: Clearly articulate your HCD methodology for each project. Show the why behind your design decisions, linking them directly to user research and business/operational goals.

• Highlight Impact: Quantify results wherever possible. For this role, focus on improvements in efficiency, user satisfaction, accessibility, or reduction in errors/disruptions.

• Showcase Deliverables: Include examples of service blueprints, journey maps, personas, wireframes, prototypes, and any relevant research documentation.

• Accessibility Focus: Explicitly detail how you incorporated accessibility (Section 508, WCAG) and inclusive design principles into your work.

• Tailor to Government/Healthcare: If possible, include projects that demonstrate experience in regulated environments, public sector challenges, or healthcare contexts.

Challenge Preparation:

• Understand the Domain: Familiarize yourself with the basics of Medicaid eligibility, enrollment, and renewal processes in the US, and specifically within Maryland if possible. Understand common pain points for beneficiaries and frontline staff.

• HCD Frameworks: Be ready to discuss and apply various HCD frameworks and tools (e.g., Design Thinking, Lean UX, Service Design principles).

• Problem Decomposition: Practice breaking down complex problems into smaller, manageable parts and identifying key user needs and operational constraints.

• Stakeholder Empathy: Prepare to discuss how you would engage with diverse stakeholders (beneficiaries, caseworkers, policymakers, IT) and manage conflicting priorities.

• Accessibility & Equity: Be ready to address how you would ensure solutions are equitable and accessible to all user groups.

📝 Enhancement Note: The interview process will likely be rigorous, focusing on both technical HCD skills and the ability to apply them within the specific constraints of a government health benefits program. A strong portfolio that clearly demonstrates impact and a deep understanding of user-centered processes is essential.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe XD, InVision (for wireframing, prototyping, collaboration).

• User Research Platforms: Dovetail, UserTesting.com, Lookback, or manual methods for interview recording and analysis.

• Service Design Tools: Miro, Mural, Lucidchart, Whimsical (for service blueprints, journey maps, collaborative whiteboarding).

• Documentation: Confluence, Notion, Google Workspace (for research synthesis, documentation, knowledge sharing).

Analytics & Reporting:

• While not the primary focus, familiarity with analytics tools like Google Analytics, Tableau, or Power BI might be beneficial for understanding user behavior patterns and measuring the impact of design changes.

CRM & Automation:

• Awareness of how HCD principles can translate into improvements for CRM systems (e.g., Salesforce, Microsoft Dynamics) and workflow automation tools used in government operations.

• Understanding user stories and acceptance criteria for agile development teams working on these systems.

• Familiarity with government-specific platforms or systems related to benefits administration is a plus.

📝 Enhancement Note: While specific tools aren't mandated, proficiency in industry-standard HCD and service design tools is expected. The ability to translate HCD insights into technical requirements for CRM and other operational systems is critical, suggesting a need for understanding how design integrates with development workflows.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A core commitment to understanding and addressing the needs of Medicaid beneficiaries and frontline staff above all else.

• Collaboration: Strong emphasis on cross-functional teamwork, open communication, and shared problem-solving across policy, operations, and IT.

• Impact-Driven: Focus on achieving measurable improvements and tangible outcomes that enhance the user experience and operational efficiency of public services.

• Equity & Inclusion: Dedication to designing solutions that are accessible, equitable, and inclusive for all diverse populations served by MHBE.

• Innovation & Iteration: Willingness to experiment with new approaches, embrace iterative design processes, and champion modern, user-centered practices within a government context.

Collaboration Style:

• Cross-functional Integration: The role thrives on bridging silos, requiring proactive engagement with various departments to gather insights and ensure design solutions are practical and implementable.

• Process Review Culture: An environment that encourages open feedback on designs and processes, fostering continuous improvement through iterative cycles.

• Knowledge Sharing: A commitment to documenting findings and sharing best practices to build organizational capacity and ensure the sustainability of HCD initiatives.

• Beneficiary Engagement: A culture that values direct engagement with end-users to inform all stages of the design and implementation process.

📝 Enhancement Note: The emphasis on "pilot team" and "embedding modern user-centered practices" suggests a culture that is open to innovation but may also involve navigating established government protocols. Candidates should be prepared to advocate for HCD principles while respecting existing structures and compliance requirements.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Government Bureaucracy: Working within a state government agency may present challenges related to procurement processes, policy adherence, and established workflows that differ from private sector environments.

• Bridging Silos: Effectively collaborating across policy, operations, and IT departments, each with potentially different priorities and perspectives, requires strong communication and negotiation skills.

• Data & Measurement: Quantifying the impact of HCD initiatives in a complex government benefits system can be challenging, requiring careful definition of metrics and data collection strategies.

• Change Management: Introducing and embedding new HCD practices into an established agency requires significant effort in building buy-in, demonstrating value, and overcoming resistance to change.

Learning & Development Opportunities:

• Public Sector HCD Expertise: Deepen specialized knowledge in applying HCD to government services, public benefits administration, and regulated industries.

• Cross-Functional Acumen: Gain comprehensive understanding of policy, operations, and IT functions within a large government entity, enhancing overall business acumen.

• Influence & Advocacy: Develop skills in championing user-centered approaches and influencing decision-making at senior levels within a public sector context.

• Mentorship & Capacity Building: Opportunities to train and mentor state employees, developing leadership and knowledge transfer skills.

• Industry Exposure: Potential exposure to federal regulations (CMS), state-level policy, and large-scale IT modernization projects.

📝 Enhancement Note: The primary challenges in this role stem from the public sector environment. Success will depend on an individual's ability to adapt HCD methodologies to these unique constraints while driving meaningful change. The growth opportunities are significant for those interested in public service improvement and specialized HCD application.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex project where you had to balance user needs with strict regulatory or policy constraints. How did you approach this, and what was the outcome?" (Focus on your process, compromise, and impact).

• "How would you approach building HCD capacity within a government agency that may not be familiar with these methodologies? What steps would you take to gain buy-in from different departments?" (Demonstrate change management and stakeholder engagement skills).

Company & Culture Questions:

• "What interests you about working with the Maryland Health Benefit Exchange and specifically on improving outcomes for Medicaid beneficiaries?" (Show your mission alignment and understanding of the impact).

• "How do you approach collaboration with individuals from diverse backgrounds and expertise, such as policymakers, eligibility caseworkers, and engineers?" (Highlight your cross-functional communication and empathy).

Portfolio Presentation Strategy:

• Narrative Arc: For each case study, clearly define the problem, your role, the users you engaged with, your HCD process, the key insights, the design solutions, and the measurable results or impact.

• Visual Clarity: Ensure your visuals (journey maps, blueprints, prototypes) are clean, easy to understand, and effectively communicate your design thinking.

• Focus on Process & Rationale: Be prepared to explain why you made certain design decisions, linking them back to user research and your strategic objectives.

• Highlight Collaboration & Challenges: Discuss how you collaborated with teams and overcame any significant challenges or constraints.

• Accessibility Emphasis: Explicitly point out how accessibility and inclusive design were integrated into your projects.

• Conciseness: Respect the interviewer's time; be prepared to present key aspects efficiently and dive deeper into details as requested.

📝 Enhancement Note: Interviewers will be looking for candidates who can not only perform HCD tasks but also navigate the specific environment of public sector benefits administration. Demonstrating an understanding of the unique challenges and opportunities within this domain, alongside strong design skills, will be critical.

📌 Application Steps

To apply for this Human-Centered Design Strategist position:

• Submit your application through the provided application link on the TriTech Enterprise Systems careers portal.

• Portfolio Customization: Tailor your resume and portfolio to highlight experience in complex, regulated environments, government or healthcare projects, and your expertise in HCD, service design, user research, and accessibility standards (Section 508, WCAG). Prepare 2-3 key case studies that best demonstrate your impact.

• Resume Optimization: Ensure your resume clearly outlines your 7+ years of experience, with at least 3 in regulated settings. Use keywords from the job description such as "Human-Centered Design," "Service Design," "User Research," "Accessibility," "Section 508," "WCAG," "Medicaid," and "cross-functional collaboration." Quantify achievements where possible.

• Interview Preparation: Practice articulating your HCD process, explaining your portfolio case studies, and preparing for behavioral questions related to collaboration, problem-solving in complex systems, and working with diverse stakeholders. Be ready to discuss your understanding of government benefits programs.

• Company Research: Familiarize yourself with the Maryland Health Benefit Exchange (MHBE) and its mission, as well as TriTech Enterprise Systems, Inc. Understand the importance of programs like Medicaid and the challenges beneficiaries face.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details, especially regarding salary range and specific benefits, should be verified directly with TriTech Enterprise Systems, Inc. or the hiring organization before making application decisions.