Lead Product & UX Designer

📍 Job Overview

Job Title: Lead Product & UX Designer

Company: Think of Us

Location: Hybrid, Washington, DC

Job Type: Full Time/Exempt

Category: Product Design / UX / Service Design

Date Posted: 2026-08-26

Experience Level: 8-12 years

Remote Status: Hybrid (min. 3 days in office)

🚀 Role Summary

• Lead the design strategy, interaction design, and user research for emerging product portfolios, with an initial focus on the ConnectMe platform.

• Drive the creation of human-centered, AI-enabled experiences that are understandable, trustworthy, and useful for young people and families navigating the child welfare system.

• Own the end-to-end experience quality across both software interfaces and service touchpoints, ensuring seamless integration and user satisfaction.

• Collaborate closely with cross-functional teams including Engineering, Data & AI, and Program leadership to translate user needs and system requirements into impactful design solutions.

📝 Enhancement Note: This role is positioned as the senior design authority, emphasizing a blend of deep individual contribution and the ability to guide design practice within a modern, AI-enabled product team. The focus is on practical application and measurable impact for vulnerable populations.

📈 Primary Responsibilities

• Own the interaction design for ConnectMe and CheckForUs, encompassing user flows, states, information architecture, and interaction patterns.

• Design and prototype new features, including AI chat interfaces, Community Responder (CR) copilot functionalities, and expanded workbench tools, based on user feedback and strategic goals.

• Plan and execute qualitative user research, including interviews, field visits, and usability testing, with internal users, transition-age youth, and kin caregivers to derive actionable insights.

• Map the end-to-end user journey and service blueprints, identifying experience gaps that span both software and operational workflows, and propose integrated solutions.

• Define and evolve human-AI collaboration patterns, ensuring AI-powered capabilities are legible, trustworthy, and maintain human control and decision-making.

• Establish and maintain design system components and standards to ensure consistency and quality across multiple product modules and state deployments.

• Partner with the Data & AI team to shape the user experience of AI functionalities, focusing on ethical considerations, appropriate use for vulnerable populations, and building trust.

• Frame problem statements and guide the product team through ambiguity, ensuring design decisions are grounded in real-world context and user needs.

• Contribute design practice to other Think of Us initiatives, applying user-centered thinking and systems-level design principles where beneficial.

📝 Enhancement Note: The responsibilities highlight a dual focus on detailed interaction design and broader service design. The emphasis on "human-AI collaboration patterns" and "design for uncertainty" indicates a forward-thinking approach to integrating AI ethically and effectively in sensitive contexts.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio and practical experience are paramount. A background in Design, Human-Computer Interaction, Computer Science, or a related field is beneficial.

Experience: 8–12 years of progressive experience in product design, UX design, or service design.

Required Skills:

• Interaction Design: Proven ability to design complex user flows, states, information architecture, and interaction patterns for software products.

• Service Design: Demonstrated experience in mapping end-to-end user journeys, creating service blueprints, system maps, and designing for non-software touchpoints.

• User Research: Expertise in planning and conducting qualitative research methodologies (interviews, usability testing, field studies, observations) and synthesizing findings into actionable insights.

• Prototyping: Proficiency in building low- and high-fidelity prototypes to rapidly test concepts and communicate design intent to engineering teams.

• AI/Data-Driven Interface Design: Experience designing interfaces for AI-powered or data-driven systems, with a focus on making algorithmic outputs legible, trustworthy, and controllable (human-in-the-loop patterns).

• Design Systems: Experience establishing and maintaining design systems, component standards, and ensuring design quality across product lines.

• Self-Direction & Influence: Ability to operate autonomously, set priorities, and drive cross-functional work forward through influence and collaboration.

• Communication & Facilitation: Strong skills in framing problems, making thinking visible, and guiding groups through ambiguity to decision-making.

• Empathy & Judgment: Ability to apply sound judgment and genuine empathy when designing for individuals experiencing stress and crisis.

• Stakeholder Alignment: Experience navigating competing priorities and building consensus among engineering, product, program, and leadership partners.

Preferred Skills:

• Background in civic tech, social impact, healthcare, or human services.

• Experience designing for vulnerable populations (e.g., crisis services, case management, behavioral health).

• Familiarity with AI-augmented or human-in-the-loop service models.

• Experience building or contributing to design systems.

📝 Enhancement Note: The qualifications emphasize practical, hands-on experience and a proven track record of shipping complex products. The "How You Work" section outlines critical soft skills and a collaborative, self-directed approach essential for a senior individual contributor role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing 3-5 complex, shipped software products where you were a primary design contributor.

• Examples demonstrating your end-to-end design process, from initial research and problem framing through to interaction design, prototyping, and iteration based on user feedback.

• Case studies highlighting your service design practice, including journey maps, service blueprints, or system maps that illustrate your ability to think beyond screens.

• Evidence of designing AI-powered or data-driven interfaces, with specific examples of how you addressed issues of trust, transparency, and human control.

• Demonstrations of your interaction design skills, including detailed examples of flows, states, and information architecture. Process Documentation:

• Showcase how you translate user research findings into tangible design decisions and product requirements.

• Illustrate your approach to prototyping and user testing to validate design concepts before development.

• Provide examples of how you have established or contributed to design systems and ensured design quality and consistency.

• Demonstrate your ability to map complex service ecosystems and identify opportunities for improvement across both digital and non-digital touchpoints.

• Include examples of how you have collaborated with engineering and product teams, showing your role in the implementation phase and problem-solving during development.

📝 Enhancement Note: The portfolio requirements are designed to assess a candidate's practical application of design principles across the entire product lifecycle, with a strong emphasis on service design and the nuanced challenges of designing for AI in sensitive contexts.

💵 Compensation & Benefits

Salary Range: $150,000 – $180,000 annually.

Explanation of Range: This range is based on the provided salary information for the Lead Product & UX Designer role at Think of Us, considering the experience level (8-12 years), the seniority of the role, and the location (Washington, DC). The organization's not-for-profit status and stated compensation philosophy of transparency and holistic support also inform the positioning of this range within industry benchmarks for similar roles in major metropolitan areas.

Benefits:

• Health & Insurance: 100% employer-paid medical, dental, and vision coverage for employees; 50% for dependents.

• Mental Health Support: Access to Talkspace for confidential therapy and mental health support.

• Core Insurance: Short-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance included.

• Supplemental Insurance: Optional Long-Term Disability and Supplemental Life Insurance.

• Flexible Spending Accounts (FSAs): Health Care and Dependent Care FSAs available.

• Financial Benefits: 401(k) Plan for pre-tax retirement contributions.

• Home Office Support: Work-from-home setup stipend to optimize your workspace.

• Paid Time Off (PTO): Flexible PTO policy, plus dedicated sick leave and paid leaves of absence.

• Holidays & Breaks: 8 company holidays, plus two organization-wide seasonal breaks.

• Learning & Development: Investment in professional development aligned with organizational needs, including regular organization-wide learning sessions.

Working Hours: Standard full-time hours (approximately 40 hours per week), with flexibility noted in the PTO policy. The hybrid arrangement requires a minimum of 3 days in the Washington, DC office.

📝 Enhancement Note: The compensation and benefits package is comprehensive, reflecting the organization's commitment to employee well-being and professional growth, with a significant emphasis on health and mental health support, alongside robust paid time off and professional development.

🎯 Team & Company Context

🏢 Company Culture

Industry: Social Impact / Technology / Child Welfare Reform. Think of Us operates at the intersection of technology and social services, aiming to transform the child welfare system. Their approach is data-driven and centered on the insights of individuals with lived experience, driving significant systemic change.

Company Size: The description implies a growing, modern product team within a larger mission-driven organization. While not explicitly stated, the structure suggests a dynamic environment where individuals can have significant impact.

Founded: The company's founding date is not specified, but its current operations and partnerships (e.g., with Presidential Administrations, state governments) indicate a mature organization with established credibility in driving large-scale reforms.

Team Structure:

• Department: Technology & Innovation.

• Reporting: Reports directly to the Chief Technology & Innovation Officer (CTIO).

• Direct Reports: None initially, positioning the role as a senior individual contributor with significant influence.

• Cross-functional Collaboration: Operates within a modern, AI-enabled product team structure, requiring close collaboration with Engineering, Data & AI, and Program teams.

Methodology:

• Agile Product Development: Operates as a modern product team establishing clear outcomes, prototyping quickly, shipping, measuring performance, and iterating.

• Data-Driven Insights: Utilizes data, including the "Lived Experience Engine," to power AI tools and shape reforms.

• User-Centered Design: Design is a first-class voice throughout the product development process, ensuring solutions are grounded in user needs and real-world context.

• Systems Change Focus: Driven by a commitment to systemic transformation in child welfare, with an emphasis on prevention and kinship-first approaches.

Company Website: https://thinkofus.org/

📝 Enhancement Note: Think of Us is positioned as a leader in leveraging technology for social impact, with a strong emphasis on innovation, data, and user-centric design within the complex domain of child welfare. The team structure fosters a collaborative and agile environment.

📈 Career & Growth Analysis

Operations Career Level: This role is a senior-level individual contributor position, equivalent to a Lead or Principal Designer. It carries significant ownership and authority over the quality and integrity of the end-to-end user experience for key product initiatives.

Reporting Structure: The Lead Product & UX Designer reports directly to the Chief Technology & Innovation Officer (CTIO), indicating a high level of visibility and direct access to executive leadership. This structure allows for direct input into technology and innovation strategy.

Operations Impact: The impact of this role is profound, directly influencing how young people and families navigate critical support systems during times of stress. The design of the ConnectMe platform and its AI components will directly affect accessibility to resources, quality of support, and the overall experience of vulnerable users, thereby contributing to Think of Us's mission of transforming child welfare.

Growth Opportunities:

• Leadership in Design Practice: Opportunity to establish and evolve the design practice within the Technology & Innovation department, setting standards and mentoring future design hires.

• Specialization in AI Ethics & Design: Deepen expertise in designing responsible and ethical AI experiences for sensitive applications, a highly sought-after skill.

• Cross-Functional Strategy Influence: Contribute significantly to product strategy, roadmap, and prioritization, influencing the direction of innovative products.

• Broader Systems Design Impact: Apply service design thinking to other Think of Us initiatives, expanding influence across the organization and its broader mission.

• Professional Development: Access to learning and development opportunities, including regular organization-wide sessions and potential support for conferences or certifications relevant to design and social impact.

📝 Enhancement Note: This role offers a unique opportunity to combine advanced design skills with a powerful social mission, providing significant impact and growth potential in a rapidly evolving field that integrates AI and service design.

🌐 Work Environment

Office Type: Hybrid work environment. Employees are expected to be in the Washington, DC office for a minimum of 3 days per week, with flexibility for remote work on other days. This arrangement balances the benefits of in-person collaboration with the flexibility of remote work.

Office Location(s): Washington, DC. This location offers access to a vibrant tech and social impact ecosystem.

Workspace Context:

• Collaborative Environment: The hybrid model encourages in-person collaboration on designated office days, fostering team cohesion and spontaneous idea exchange.

• Technology & Tools: As a modern, AI-enabled product team, it's expected that the organization provides necessary technology and tools to support design, research, and development workflows.

• Cross-Functional Interaction: Opportunities for direct interaction with Engineering, Data & AI, and Program teams, facilitating a holistic understanding of product development and implementation.

Work Schedule: Standard full-time employment (approx. 40 hours per week). The hybrid schedule allows for some flexibility in managing workdays, while the flexible PTO policy supports work-life balance.

📝 Enhancement Note: The hybrid work model in Washington, DC, is designed to foster collaboration while offering flexibility, catering to professionals who value both in-person interaction and personal autonomy.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Application Review: Submission of resume and portfolio. The portfolio is crucial for demonstrating experience and design thinking.

• Screening Call: Likely with a recruiter or hiring manager to assess initial fit, understanding of the role, and high-level experience.

• Design/Portfolio Review Session: In-depth discussion of your portfolio, focusing on case studies, design decisions, research methodologies, and your approach to complex problems. Expect to discuss your experience with interaction design, service design, and AI-augmented interfaces.

• Cross-Functional Interviews: Meetings with key stakeholders from Engineering, Data & AI, and Program teams to assess collaboration style, technical understanding, and alignment with the team's mission.

• Final Interview: Likely with the CTIO to discuss strategic alignment, leadership potential, and overall fit within the organization's culture and goals.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 projects that best showcase your skills in interaction design, service design, and AI-augmented interfaces. Prioritize shipped products with demonstrable impact.

• Tell a Story: For each case study, clearly articulate the problem, your role, the process you followed, the challenges you faced, your solutions, and the outcomes. Use visuals effectively.

• Highlight Process: Emphasize your research methods, how you synthesized findings, your iterative design process, and how you collaborated with others.

• Focus on AI & Service Design: Clearly articulate your approach to designing human-AI collaboration patterns and mapping end-to-end service experiences. Show how you made AI legible and trustworthy.

• Quantify Impact: Where possible, include metrics or qualitative feedback demonstrating the success and impact of your designs.

• Be Prepared for Deep Dives: Expect detailed questions about your decision-making process, trade-offs you made, and how you handled ambiguity.

Challenge Preparation:

• Design Exercise: Be prepared for a potential design exercise or case study that tests your problem-solving skills, design thinking, and ability to articulate your approach under pressure. This might involve a specific problem related to the ConnectMe platform or a similar user context.

• AI Ethics & User Needs: Practice articulating how you would balance AI capabilities with user trust, safety, and ethical considerations, particularly for vulnerable populations.

• Stakeholder Communication: Prepare to discuss how you would gain alignment and communicate design decisions to diverse stakeholders (technical, non-technical, leadership).

📝 Enhancement Note: The interview process emphasizes a thorough evaluation of design skills, strategic thinking, and collaborative capabilities. A strong, well-articulated portfolio is paramount, with specific attention paid to experience with AI and service design.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping Software: Proficiency with industry-standard tools such as Figma, Sketch, Adobe XD, InVision, or similar platforms for creating wireframes, interactive prototypes, and design systems.

• User Research Tools: Experience with tools for conducting remote interviews, usability testing, surveys, and data analysis (e.g., UserTesting.com, Lookback, Qualtrics, SurveyMonkey).

• Collaboration & Project Management: Familiarity with tools like Jira, Asana, Trello, or similar for tracking design tasks, sprints, and collaborating with engineering teams.

Analytics & Reporting:

• Data Analysis Platforms: While not a primary analyst role, an understanding of how to interpret user data and analytics (e.g., Google Analytics, Amplitude, Mixpanel) to inform design decisions is valuable.

• Dashboarding Tools: Familiarity with tools like Tableau, Power BI, or Looker for understanding user behavior and product performance metrics.

CRM & Automation:

• CRM Systems: While not directly managing a CRM, understanding how product design interacts with CRM data and workflows (e.g., Salesforce, HubSpot) can be beneficial for context.

• AI/ML Platforms: Exposure to or understanding of AI/ML platforms and how user interfaces interact with AI models, especially in the context of generative AI or predictive analytics.

📝 Enhancement Note: The role requires proficiency in core design and research tools, with an emphasis on the ability to work within an AI-enabled product team. Understanding how design integrates with data and technology is key.

👥 Team Culture & Values

Operations Values:

• Impact-Driven: A deep commitment to achieving measurable results and driving systemic change in the child welfare system, ensuring the work directly benefits young people and families.

• User-Centricity & Empathy: Placing the needs, experiences, and dignity of users (youth, families, caregivers, staff) at the forefront of all design decisions, particularly for those navigating stressful situations.

• Curiosity & Continuous Learning: An obsessive curiosity to understand complex systems, user behaviors, and emerging technologies, coupled with a dedication to ongoing learning and improvement.

• Collaboration & Influence: A belief in the power of cross-functional teamwork, where diverse perspectives are valued, and alignment is achieved through clear communication and mutual respect.

• Innovation & Agility: Embracing change as an opportunity to innovate, quickly prototype, measure performance, and iterate on solutions in a fast-paced environment.

Collaboration Style:

• First-Class Design Voice: Design is integrated early and throughout the product development lifecycle, working as a peer with product, engineering, and data teams.

• Influence Over Authority: Building consensus and driving work forward through clear articulation of ideas, data-driven insights, and strong stakeholder relationships.

• Transparency & Openness: Making design thinking visible, openly sharing work-in-progress, and actively seeking and providing constructive feedback.

• Systems Thinking: Collaborating to understand and improve not just individual features but the entire user journey and operational ecosystem.

📝 Enhancement Note: The team culture at Think of Us is characterized by a strong mission focus, a commitment to ethical design for vulnerable populations, and a collaborative, agile approach to product development that values innovation and continuous improvement.

⚡ Challenges & Growth Opportunities

Challenges:

• Designing for Vulnerable Populations: Navigating the ethical complexities and sensitivities of designing for youth and families in crisis, ensuring safety, trust, and dignity.

• Integrating AI Responsibly: Balancing the potential of AI with the need for human oversight, transparency, and user control, especially in a regulated environment.

• Navigating Ambiguity: Thriving in a fast-growing, evolving organization with shifting priorities, requiring adaptability and strong self-direction.

• Cross-Functional Alignment: Building consensus and driving design forward across diverse teams (Engineering, Data, Program) with potentially differing priorities.

• Measuring Impact: Demonstrating the tangible impact of design interventions on user outcomes and systemic change in a complex social sector.

Learning & Development Opportunities:

• Deep Dive into Child Welfare Systems: Gain profound understanding of the intricacies and challenges within child welfare, informing design strategies for maximum impact.

• Expertise in Human-AI Interaction Design: Develop cutting-edge skills in designing ethical and effective AI-powered services for critical applications.

• Service Design Leadership: Expand capabilities in mapping complex service ecosystems and leading initiatives that bridge digital and human service delivery.

• Strategic Product Influence: Contribute directly to product strategy and roadmap, shaping the future of innovative social impact technology.

• Professional Growth: Access to company-provided learning sessions and potential support for external training, conferences, or certifications relevant to design, AI, or social impact.

📝 Enhancement Note: This role presents significant challenges that are also rich opportunities for professional growth, particularly in the specialized areas of ethical AI design and complex systems transformation within the social impact sector.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design for a highly sensitive or vulnerable user group. What were your key considerations, and how did you ensure ethical design?" (Preparation: Focus on empathy, safety, and user empowerment. Use examples from your portfolio if applicable.)

• "How would you approach designing the user experience for an AI-driven assessment tool within a child welfare context? What are the critical elements for building trust and ensuring human oversight?" (Preparation: Discuss human-in-the-loop patterns, AI explainability, data privacy, and the role of the human caseworker.)

• "Walk us through a complex product you designed from concept to launch. What was your process, what were the biggest challenges, and how did you measure success?" (Preparation: Select a strong portfolio case study and structure your answer using the STAR method: Situation, Task, Action, Result.) Company & Culture Questions:

• "What interests you about Think of Us's mission and our work in transforming child welfare?" (Preparation: Research the organization's mission, values, and recent achievements. Connect your personal values and career goals to their work.)

• "How do you see your role as a Lead Product & UX Designer contributing to our AI-enabled product team and our overall impact goals?" (Preparation: Emphasize your understanding of their methodology and how your skills in design, research, and AI experience will drive outcomes.)

• "Describe a situation where you had to influence stakeholders with differing opinions on a design direction. How did you build alignment?" (Preparation: Highlight your communication, negotiation, and collaboration skills, focusing on data-driven arguments and user-centric principles.) Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your specific role and contributions, your design process (research, ideation, prototyping, testing), key challenges and solutions, and the final outcomes or learnings.

• Show, Don't Just Tell: Use visuals (mockups, wireframes, journey maps, prototypes) to illustrate your thinking and design solutions.

• Focus on Impact: Quantify results where possible (e.g., increased engagement, improved task completion rates, user satisfaction scores) or describe qualitative impact clearly.

• Highlight AI & Service Design: Dedicate time to explaining your approach to designing human-AI interactions and mapping service ecosystems.

• Be Prepared for Q&A: Anticipate detailed questions about your design decisions, trade-offs, and how you handle critique.

📝 Enhancement Note: Interview preparation should focus on demonstrating a deep understanding of user-centered design, ethical AI principles, service design complexities, and the ability to collaborate effectively within a mission-driven, technology-focused environment.

📌 Application Steps

To apply for this Lead Product & UX Designer position:

• Submit your application through the provided application link on the Think of Us careers page.

• Customize Your Resume: Tailor your resume to highlight your 8-12 years of experience in product, UX, and service design, emphasizing achievements related to complex software products, AI-augmented interfaces, and user research. Use keywords from the job description.

• Curate Your Portfolio: Select 3-5 of your strongest projects that best showcase your interaction design, service design, and AI experience. Ensure each project clearly articulates the problem, your role, process, challenges, solutions, and outcomes.

• Prepare Your Narrative: Practice articulating your design process, your approach to user research, your experience with AI, and your ability to drive cross-functional alignment. Be ready to discuss specific case studies from your portfolio in detail.

• Research Think of Us: Thoroughly understand the organization's mission, values, and work in child welfare reform. Familiarize yourself with the ConnectMe platform and its goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.