User Experience (UX) Strategist

📍 Job Overview

Job Title: User Experience (UX) Strategist

Company: City of Philadelphia

Location: Philadelphia, Pennsylvania, United States

Job Type: Full-time

Category: Digital Strategy & Operations / User Experience

Date Posted: September 22, 2025

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: On-site

🚀 Role Summary

• Spearhead the strategic development and implementation of user-centric digital products across phila.gov and other City platforms, ensuring alignment with modern mobile and web application design standards.

• Drive the end-to-end digital product lifecycle, from initial project scoping and user research to sophisticated design strategy and successful implementation, optimizing user journeys and operational efficiency.

• Collaborate extensively with cross-functional teams, including Software Engineering and Content Strategy specialists, to translate user needs and business goals into actionable product roadmaps and features.

• Champion human-centered design principles, rapid prototyping, usability testing, and accessibility standards to deliver high-quality, inclusive, and sustainable digital experiences for Philadelphia residents and visitors.

📝 Enhancement Note: While the title is "User Experience (UX) Strategist," the responsibilities described, particularly leading digital products from scoping through implementation, collaborating with engineering and content teams, and developing user-centric strategies, indicate a strong operational component. This role requires not just design thinking but also the execution and management of digital product development, aligning with GTM and operational efficiency goals for public service delivery. The dual reporting structure to the Office of the Chief Administrative Officer and the Office of Innovation & Technology further emphasizes its strategic and operational importance across city departments.

📈 Primary Responsibilities

• Develop and execute user-centric digital strategies and designs for mobile and web applications, ensuring adherence to the City's digital brand and modern UX best practices.

• Craft detailed workflow diagrams, user flows, and comprehensive documentation to enhance clarity, facilitate collaboration, and ensure the long-term sustainability and maintainability of digital products.

• Create high-fidelity sketches, wireframes, mockups, and interactive prototypes, rigorously applying UX best practices with a keen focus on usability, accessibility (WCAG standards), and responsive design principles.

• Lead and facilitate design sessions, workshops, and collaborative meetings with senior leadership, department heads, and stakeholders to align project visions, capture requirements, and gain buy-in for design recommendations.

• Guide project partners and junior team members through various design methodologies, ensuring that both stakeholder needs and end-user requirements are effectively captured, understood, and addressed throughout the product lifecycle.

• Conduct thorough needs assessments, user interviews, and stakeholder interviews to gather detailed project requirements, synthesizing complex information into clear, actionable feature documentation and user stories.

• Validate business objectives and user opportunities with stakeholders, ensuring strategic alignment and securing support for proposed design solutions and implementation plans.

• Communicate project plans, progress updates, research findings, and strategic insights effectively to diverse audiences, including technical teams, executive leadership, and the general public.

• Deconstruct complex digital product initiatives into manageable, actionable plans with clearly defined deliverables, milestones, and deadlines, utilizing project management principles to drive execution.

• Proactively identify and navigate project ambiguities and challenges, developing creative solutions and adapting strategies to ensure the timely and successful delivery of digital products.

• Establish, maintain, and evolve comprehensive design systems and design tokens to ensure consistency, scalability, and efficient theming across all City digital platforms.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design thinking and practical operational execution. The emphasis on workflow diagrams, documentation, project planning, and managing deliverables points towards a need for strong project management and process-oriented skills, crucial for operationalizing design strategies within a large municipal government. The mention of design systems and tokens indicates a focus on scalable and efficient digital product development, aligning with operational excellence.

🎓 Skills & Qualifications

Education:

Experience:

• A minimum of 5 years of progressive professional experience in User Experience (UX) design, UX strategy, or related digital product development roles.

• Proven track record of managing project relationships and collaborating effectively with colleagues, internal clients (city departments), and external project stakeholders.

Required Skills:

• User Experience Design & Strategy: Deep understanding of human-centered design principles, user research methodologies, information architecture, and interaction design.

• Prototyping & Wireframing: Proficiency in creating sketches, wireframes, user flows, sitemaps, and interactive prototypes using industry-standard tools (e.g., Figma, Sketch, Adobe XD).

• Usability Testing & Analysis: Expertise in planning, conducting, and analyzing usability tests to gather user feedback and iterate on designs for improved user experience.

• Accessibility Standards: Strong knowledge of WCAG (Web Content Accessibility Guidelines) and experience designing accessible digital products for diverse user populations.

• Visual Communication: Excellent ability to articulate complex design concepts and rationale clearly through various visual and written communication methods.

• Stakeholder Management: Proven ability to build and maintain strong relationships with stakeholders, manage expectations, and effectively communicate project status and insights.

• Design Systems: Experience in creating, maintaining, and implementing design systems and design tokens for consistent and scalable digital product development.

Preferred Skills:

• Experience working within a government or large municipal organization, understanding public sector digital service delivery.

• Familiarity with content strategy principles and their integration into UX design processes.

• Knowledge of front-end development principles (HTML, CSS, JavaScript) to inform design decisions and facilitate collaboration with engineering teams.

• Experience with qualitative and quantitative data analysis to inform design strategy and measure UX impact.

• Certification in UX or HCI-related fields.

📝 Enhancement Note: The required skills emphasize a blend of creative design expertise and practical, operational execution capabilities. The preference for government experience and knowledge of accessibility standards is critical for public sector roles. The inclusion of design systems and design tokens points to a need for scalable and efficient operational practices in digital product development.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive professional portfolio showcasing a minimum of 3-5 distinct digital product projects (web or mobile applications) that demonstrate your strategic UX thinking, design process, and problem-solving abilities.

• Each project within the portfolio should clearly articulate the project goals, your specific role and contributions, the design challenges faced, the methodologies employed (e.g., user research, wireframing, prototyping, usability testing), and the measurable impact or outcomes achieved.

• Demonstrate experience with creating and implementing design systems, including examples of component libraries, style guides, and their application across multiple digital touchpoints.

Process Documentation:

• Provide examples of workflow diagrams, user journey maps, or process flows that illustrate your ability to map out and optimize user experiences within complex digital ecosystems.

• Showcase documentation of user research findings, needs assessments, and synthesized requirements that informed design decisions and project direction.

• Include examples of how you have documented design specifications, interaction patterns, and accessibility considerations for development teams.

📝 Enhancement Note: For a UX Strategist role, a portfolio is crucial for demonstrating practical application of skills. The emphasis here is on showcasing a structured and repeatable design process, clear documentation of that process, and evidence of delivering measurable results and operationalizing design principles through systems thinking. This aligns with the need for efficient and scalable digital service delivery in a government context.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Comprehensive Health Coverage: Includes medical, dental, and vision insurance for employees and eligible dependents.

• Wellness Program: Offers eligibility for discounted medical plan options, promoting employee well-being.

• Paid Time Off: Generous allocation of paid vacation days, sick leave, and holidays.

• Retirement Savings: Robust retirement savings options, including potential employer matching contributions.

• Public Service Loan Forgiveness (PSLF): Eligibility for federal student loan forgiveness for qualifying public service employment.

• SEPTA Commuter Benefits: Free daily commute on SEPTA public transportation for eligible employees through the SEPTA Key Advantage Program.

• Tuition Assistance: Access to significant tuition discounts and scholarships (10-40%) through partnerships with numerous local colleges and universities for employees and in some cases, their dependents.

Working Hours:

• Standard full-time work week, typically 40 hours. Flexibility may be available based on project needs and team coordination, but the role is primarily on-site.

📝 Enhancement Note: The salary range is competitive for a mid-level UX Strategist in a major metropolitan area. The comprehensive benefits package, particularly the SEPTA commuter benefit and tuition assistance, represents significant value beyond the base salary, reflecting the City's investment in its employees' well-being and development. The on-site work requirement is a key factor for candidates.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government / Public Sector Technology

Company Size: 30,000+ employees

Founded: The City of Philadelphia has a long and rich history, with its modern governmental structure evolving over centuries. The Office of Innovation & Technology (OIT) is a key department within this structure.

Team Structure:

• The UX Strategist will report dually to the Office of the Chief Administrative Officer and the Director of User Experience within the Office of Innovation & Technology (OIT).

• They will work closely with specialized teams within OIT, including Software Engineering and Content Strategy, fostering a collaborative, cross-functional environment.

Methodology:

• The OIT focuses on advancing technology infrastructure, optimizing services, and ensuring data security and continuity. UX strategy will be employed to improve the user-friendliness and effectiveness of City digital assets.

• Emphasis is placed on human-centered design, user research, and data analysis to inform decisions and create responsive, optimized digital experiences for residents and businesses.

• Collaboration and partnership with various city departments are central to understanding needs and implementing solutions.

Company Website: https://www.phila.gov/

📝 Enhancement Note: Working for a large city government like Philadelphia offers a unique opportunity to impact millions of lives. The culture likely emphasizes public service, collaboration, and a commitment to improving city operations through technology. The OIT's role is central to modernizing these services, making this a significant position within the city's operational framework.

📈 Career & Growth Analysis

Operations Career Level: This position represents a mid-to-senior level role within the City's digital strategy and operations function. It offers significant autonomy in leading projects and influencing design direction for key public-facing digital products.

Reporting Structure: The dual reporting structure indicates a strategic oversight from administrative leadership and direct guidance from a UX/OIT leadership perspective. This provides exposure to both high-level city operations and specialized technology initiatives.

Operations Impact: The UX Strategist will directly impact the efficiency and effectiveness of City services by improving the usability and accessibility of digital platforms. This role is crucial for enhancing citizen engagement, streamlining access to information, and optimizing the operational delivery of public services through digital channels.

Growth Opportunities:

• Specialization: Potential to deepen expertise in specific areas of UX, such as accessibility compliance, design systems management, or user research for public services.

• Leadership: Opportunities to lead larger, more complex digital initiatives, mentor junior staff, and potentially move into senior UX or digital strategy management roles within OIT or other city departments.

• Cross-Departmental Exposure: Gain broad experience by working with diverse city agencies, understanding their unique operational needs and digital transformation challenges.

• Professional Development: Access to city-sponsored training, workshops, and potential support for industry conferences or certifications related to UX, digital strategy, and public sector technology.

📝 Enhancement Note: This role offers a stable career path within the public sector with clear opportunities for growth and impact. The ability to influence the digital experience for an entire city provides a unique professional development trajectory and a chance to build a robust portfolio of impactful work.

🌐 Work Environment

Office Type: The role is described as "in-person (onsite)," indicating a traditional office-based work environment.

Office Location(s): 1234 Market Street, Philadelphia, PA 19107. This central location is likely accessible via public transportation.

Workspace Context:

• The workspace within the Office of Innovation & Technology is expected to be collaborative, supporting interaction with software engineers, content strategists, and other project stakeholders.

• Access to standard office technology and software, likely including design tools, project management platforms, and communication software, will be provided.

Work Schedule:

• Standard 40-hour work week. While flexibility might be present for specific tasks, the on-site nature implies adherence to regular business hours to facilitate team collaboration and project coordination.

📝 Enhancement Note: The on-site requirement is a key consideration for candidates. Working within a municipal government office environment means adhering to public sector norms, which can sometimes be more structured than private sector tech companies, but also offers stability and a clear mission.

📄 Application & Portfolio Review Process

Interview Process:

• Application Submission: Candidates must submit a resume and a one-page cover letter detailing their interest and qualifications. Incomplete applications will not be considered.

• Initial Screening: Applications will be reviewed for minimum qualifications, relevant experience, and the clarity of the cover letter.

• Portfolio Review: Shortlisted candidates will be asked to submit a professional portfolio showcasing relevant UX strategy and design work.

This is a critical step to assess practical skills and process.

• Interviews: Expect multiple interview rounds, likely including:

  • An interview with hiring managers from OIT and potentially the CAO's office to assess strategic thinking, project leadership, and alignment with City goals.
  • Interviews with UX team members or peers to evaluate technical skills, design methodologies, and collaborative abilities.
  • A potential presentation or case study exercise where candidates discuss their portfolio projects and approach to solving specific UX challenges relevant to public service delivery.

• Final Selection: Final candidates will be assessed on their overall fit, experience, and demonstrated ability to meet the role's requirements.

Portfolio Review Tips:

• Curate Selectively: Choose 3-5 of your strongest, most relevant projects that showcase a range of UX skills and strategic thinking. Prioritize projects that demonstrate impact and a clear process.

• Tell a Story: For each project, clearly articulate the problem, your specific role, the process you followed (research, ideation, design, testing), your key decisions, and the measurable outcomes or learnings. Use visuals effectively to illustrate your points.

• Highlight Operations: For this role, emphasize how your UX strategies contributed to operational efficiency, improved service delivery, or streamlined user interactions within a complex system.

• Address Accessibility: Ensure your portfolio demonstrates an understanding of and commitment to designing accessible digital experiences, a critical requirement for public sector work.

• Prepare for Discussion: Be ready to discuss your process, defend your design choices, and explain how you would approach UX challenges specific to a government context.

Challenge Preparation:

• Be prepared for a potential design exercise or case study that might involve analyzing a hypothetical City service, identifying user pain points, and proposing UX solutions.

• Focus on demonstrating your ability to think critically, break down problems, communicate your thought process clearly, and present practical, user-centered solutions within potential constraints.

• Familiarize yourself with common challenges in government digital service delivery and how UX principles can address them.

📝 Enhancement Note: The application process emphasizes a thorough review of both written qualifications and practical UX skills via a portfolio. Candidates should tailor their cover letter and portfolio to highlight experience relevant to public service and demonstrate a structured, strategic approach to UX.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe XD, InVision, or similar industry-standard tools for wireframing, mockups, and interactive prototyping.

• User Research & Testing: Tools for surveys (e.g., SurveyMonkey, Typeform), user interview platforms, and usability testing software (e.g., UserTesting.com, Lookback).

• Design Systems: Experience with creating and managing design systems, style guides, and component libraries. Familiarity with design token implementation is a plus.

Analytics & Reporting:

• Web Analytics: Proficiency with tools like Google Analytics or Adobe Analytics to understand user behavior on phila.gov and other digital platforms.

• Data Visualization: Ability to use tools like Tableau, Power BI, or built-in analytics dashboards to interpret and present user data and performance metrics.

CRM & Automation:

• While not explicitly a CRM role, familiarity with how user data is managed and utilized within city systems or citizen relationship management platforms could be beneficial.

• Understanding of workflow automation principles as they apply to digital service delivery and user journeys.

📝 Enhancement Note: Proficiency in modern UX design and prototyping tools is essential. The ability to leverage analytics for data-driven decision-making and understand how design integrates with broader city systems and operational workflows is highly valued.

👥 Team Culture & Values

Operations Values:

• Public Service: A core commitment to serving the residents and visitors of Philadelphia by improving the efficiency and accessibility of city services.

• Innovation: A drive to leverage technology and modern design principles to enhance government operations and citizen engagement.

• Collaboration: Valuing teamwork and cross-functional partnerships to achieve shared goals and solve complex public service challenges.

• User-Centricity: Placing the needs and experiences of citizens at the forefront of all digital product development and strategy.

• Accessibility & Inclusion: A dedication to ensuring all digital platforms are usable and accessible to everyone, regardless of ability or background.

Collaboration Style:

• Expect a collaborative environment where designers work closely with engineers, content strategists, project managers, and departmental stakeholders.

• Open communication, constructive feedback, and a shared responsibility for delivering high-quality digital products are likely valued.

• The role involves mentoring, suggesting a culture that supports knowledge sharing and professional development among team members.

📝 Enhancement Note: The culture within a municipal government's IT department often balances established processes with a drive for modernization and efficiency. A collaborative spirit and a focus on public good are key cultural drivers.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Bureaucracy: Working within a large government structure can involve longer decision-making processes and adherence to established protocols.

• Diverse User Needs: Designing for a broad and diverse citizen population with varying levels of digital literacy and accessibility requirements.

• Legacy Systems: Potentially integrating modern UX strategies with existing or legacy city IT infrastructure.

• Resource Constraints: Operating within public sector budgets and resource limitations requires creative problem-solving and prioritization.

Learning & Development Opportunities:

• Public Sector UX: Gain specialized experience in UX for government services, a growing and impactful field.

• Cross-Functional Skill Building: Enhance skills in project management, stakeholder communication, and collaboration with technical teams.

• Accessibility Expertise: Become a subject matter expert in designing for accessibility within a large-scale public context.

• Career Advancement: Opportunities to progress into senior UX strategist roles, lead design teams, or move into broader digital transformation roles within the City.

📝 Enhancement Note: This role offers the challenge of applying cutting-edge UX principles within a public service context, which can be highly rewarding. The growth opportunities are substantial, particularly for those interested in making a tangible impact on a large scale and developing expertise in government technology.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex digital product you led from concept to launch. What were the key UX challenges, and how did you overcome them? How did your strategy contribute to the product's operational success or user adoption?"

  • Preparation: Prepare a detailed case study from your portfolio. Focus on your strategic thinking, the process you followed, the specific UX decisions you made, and quantifiable outcomes. Emphasize how your work contributed to efficiency or improved service delivery.

• "How do you approach gathering requirements from diverse stakeholders, including those with limited technical understanding? How do you ensure user needs are prioritized alongside business objectives?"

  • Preparation: Discuss your methods for user research, stakeholder interviews, and needs assessments. Provide examples of how you've synthesized complex information and advocated for user-centered solutions in a multi-stakeholder environment.

• "Imagine you need to redesign a key section of phila.gov to improve accessibility and user engagement. Walk us through your process, from initial assessment to presenting your recommendations."

  • Preparation: Outline your approach, including research methods (e.g., heuristic evaluation, user testing), key accessibility considerations (WCAG), design principles you'd apply, and how you'd measure success.

Company & Culture Questions:

• "Why are you interested in applying your UX expertise to public service in the City of Philadelphia?"

  • Preparation: Research the City's mission, OIT's goals, and Philadelphia's commitment to digital transformation. Connect your personal values and career aspirations to public service.

• "How do you balance the need for design innovation with established organizational standards and brand guidelines?"

  • Preparation: Discuss your approach to working within constraints, leveraging design systems, and advocating for user-centric improvements while respecting existing frameworks.

• "Describe your experience mentoring or guiding less experienced team members. How do you foster skill development in a team setting?"

  • Preparation: Reflect on any mentorship or leadership experiences, focusing on your ability to share knowledge, provide constructive feedback, and support the growth of others.

Portfolio Presentation Strategy:

• Structure: Organize your presentation logically: Introduction of the project and challenge, your role and process, key design decisions and rationale, user research/testing findings, final design and key features, and importantly, the impact and outcomes.

• Visuals: Use high-quality visuals (mockups, user flows, prototypes) to illustrate your points. Keep text concise and focus on explaining your thought process.

• Metrics: Quantify your achievements whenever possible (e.g., improved conversion rates, reduced task completion time, increased user satisfaction scores). If quantitative data is unavailable, focus on qualitative insights and the strategic value of your design solutions.

• Conciseness: Be mindful of time. Practice your presentation to ensure you cover the most critical aspects efficiently and leave time for Q&A.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, a robust design process, and an understanding of the unique context of public service UX. Being able to articulate your portfolio projects with a focus on impact and operational relevance will be key.

📌 Application Steps

To apply for this User Experience (UX) Strategist position:

• Submit your application through the provided SmartRecruiters link.

• Tailor Your Cover Letter: Craft a concise, one-page cover letter that specifically addresses your interest in the City of Philadelphia and highlights how your UX strategy and digital product experience align with the responsibilities outlined. Emphasize your passion for public service and improving citizen experiences.

• Optimize Your Resume: Ensure your resume clearly details your years of experience, specific UX skills, project accomplishments, and any relevant industry or public sector experience. Use keywords from the job description to improve ATS visibility.

• Prepare Your Portfolio: Select your strongest UX projects that showcase strategic thinking, process documentation, and measurable outcomes. Be ready to present and discuss these in detail during the interview process. Ensure it includes examples related to design systems if possible.

• Research City Operations: Familiarize yourself with the City of Philadelphia's digital initiatives, the Office of Innovation & Technology's mission, and common challenges in delivering public services through digital channels. This will help you tailor your responses and demonstrate your understanding of the context.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions to provide a comprehensive view of the role. All details, including specific requirements and benefits, should be verified directly with the hiring organization, the City of Philadelphia, before making application decisions.