Senior UX Researcher / Service Designer

📍 Job Overview

Job Title: Senior UX Researcher / Service Designer

Company: DecisionPoint | Cortek

Location: United States

Job Type: Full-time

Category: User Experience (UX) & Service Design Operations

Date Posted: 2026-07-29T13:21:39.913

Experience Level: Senior (10+ years)

Remote Status: Fully Remote

🚀 Role Summary

• Lead comprehensive user experience research and service design initiatives within a federal and DoD-aligned mission environment, focusing on human-centered analysis and end-to-end journey mapping.

• Conduct in-depth qualitative and quantitative UX research to identify critical user needs, pain points, and motivations, translating these into actionable insights for improved usability, accessibility, and mission outcomes.

• Develop and utilize service design methodologies, including user personas, journey maps, and service blueprints, to craft holistic experiences across digital and non-digital touchpoints.

• Collaborate closely with PMO leadership, application teams, product owners, and behavioral scientists to integrate human-centered principles into program strategy and product development.

📝 Enhancement Note: This role is critical for bridging the gap between user needs and mission objectives within a government context, requiring a deep understanding of both UX research methodologies and service design strategy. The emphasis on federal and DoD alignment suggests a need for candidates familiar with government procurement, security clearances, and public sector digital service standards.

📈 Primary Responsibilities

• Spearhead end-to-end UX research initiatives, including conducting interviews, contextual inquiries, usability testing, and ethnographic studies to gather deep user insights.

• Develop detailed user personas, archetypes, and segmentation models derived from rigorous behavioral analysis and research findings.

• Create comprehensive current and future-state user journey maps, service blueprints, workflow diagrams, and ecosystem maps.

• Identify and articulate user pain points, friction areas, unmet needs, motivations, and information gaps across all identified user journeys.

• Facilitate engaging co-design sessions, workshops, and ideation activities with a diverse range of stakeholders, including mission users and internal teams.

• Synthesize complex research findings into clear, actionable design recommendations, compelling narratives, and evidence-based experience strategies.

• Actively support UX requirements gathering processes and foster seamless collaboration with product, design, content, and development teams.

• Ensure all designed solutions rigorously adhere to Section 508 and broader accessibility best practices, promoting inclusive design.

• Produce and deliver high-quality research reports, insightful decks, wireframes, and comprehensive service design artifacts.

• Continuously benchmark user experience trends, established design standards, and leading federal digital service best practices to inform strategy.

• Provide expert subject matter guidance in human-centered design, service design methodology, and the operational aspects of UX research.

📝 Enhancement Note: The responsibilities highlight a blend of strategic thinking and hands-on execution, common in senior operations roles. The emphasis on "end-to-end" and "holistic" suggests a need for candidates who can manage projects from inception to delivery and consider the entire user lifecycle within complex systems.

🎓 Skills & Qualifications

Education: Bachelor’s degree in Human-Computer Interaction (HCI), Human Factors, Psychology, Sociology, Anthropology, UX Design, or a closely related field.

Experience: A minimum of 10 years of progressive experience in conducting UX research, service design, usability testing, or human-centered design, with a proven track record of delivering impactful outcomes for federal or large enterprise programs.

Required Skills:

• Exceptional qualitative research and synthesis abilities, with a strong command of various research methodologies.

• Proven experience in developing and presenting user personas, comprehensive journey maps, and detailed service blueprints.

• Demonstrated ability to translate complex user research findings into strategic, actionable design recommendations and experience strategies.

• Proficiency in facilitating workshops, co-design sessions, and ideation activities with diverse groups of stakeholders.

• Strong understanding of service design frameworks, end-to-end journey mapping, and experience modeling techniques.

• Deep knowledge of accessibility principles and Section 508 compliance requirements for digital products.

• Excellent communication, presentation, and stakeholder management skills, enabling effective collaboration across multidisciplinary teams.

• Proficiency with core UX research tools such as Optimal Workshop, UserTesting, Dovetail, or similar platforms.

• Familiarity with industry-standard design and collaboration tools including Figma, Sketch, Adobe XD, or Miro. Preferred Skills:

• Direct experience with human-centered design principles and methodologies within federal digital service environments.

• Familiarity with Agile development methodologies, DevSecOps principles, or Design Operations (DesignOps) frameworks.

• Relevant certifications in Human-Centered Design, UX Research, UX Strategy, or Service Design accreditation.

📝 Enhancement Note: The 10+ years of required experience, coupled with a Bachelor's degree in a specific field, indicates a senior-level position demanding a high degree of expertise and practical application. The blend of required and preferred technical skills points towards a need for candidates who are not only proficient in research and design but also understand the operational context of government IT projects.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A robust portfolio showcasing end-to-end UX research projects, highlighting your role, methodologies used, and key insights generated.

• Demonstrations of developed user personas, detailed journey maps, and comprehensive service blueprints, illustrating your ability to visualize complex user experiences.

• Case studies detailing how your research and design recommendations led to tangible improvements in usability, accessibility, adoption, or mission outcomes.

• Evidence of experience in facilitating co-design workshops and translating collaborative outcomes into actionable design artifacts.

• Examples of work within federal or large enterprise environments, demonstrating an understanding of complex stakeholder landscapes and regulatory compliance (e.g., Section 508). Process Documentation:

• Ability to document and articulate research processes, design methodologies, and the rationale behind strategic recommendations.

• Experience in creating clear and concise reports, presentations, and visual artifacts that effectively communicate complex findings to diverse audiences.

• Documentation of how accessibility and Section 508 compliance were integrated into the design and research process.

• Examples of how you have synthesized qualitative and quantitative data into structured, actionable insights for product and program teams.

📝 Enhancement Note: For a Senior UX Researcher/Service Designer role, especially in a federal context, the portfolio is paramount. It must not only showcase design and research skills but also the ability to operationalize these skills within a structured project environment, demonstrating impact and adherence to standards like Section 508.

💵 Compensation & Benefits

Salary Range: An estimated salary range for a Senior UX Researcher / Service Designer in the United States, considering the required 10+ years of experience and the specialized nature of federal/DoD projects, would typically fall between $120,000 and $170,000 annually. This range can vary based on specific experience, the exact nature of the clearance, and the candidate's location within the US.

Benefits:

• Comprehensive health, dental, and vision insurance plans.

• Generous paid time off (PTO), including vacation, sick leave, and holidays.

• Retirement savings plan with company matching (e.g., 401(k)).

• Professional development opportunities, including training, certifications, and conference attendance.

• Potential for performance-based bonuses or incentives.

• Flexible work schedule and the benefits of a fully remote work environment.

Working Hours: Typically a standard 40-hour work week, Monday through Friday. Some flexibility may be available, but core hours may be established to facilitate collaboration with federal teams and stakeholders who may operate on specific schedules.

📝 Enhancement Note: The salary estimate is based on industry benchmarks for senior-level UX and Service Design professionals in the US, with an uplift for specialized government contracting experience and the requirement for a security clearance. Benefits are standard for full-time roles in the tech and consulting sectors, often enhanced in government contracting to attract and retain talent.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consulting and Federal/DoD Services. DecisionPoint | Cortek operates within the technology services sector, with a significant focus on supporting federal government and Department of Defense (DoD) missions. This industry context implies a need for operational excellence, adherence to stringent compliance and security standards, and a commitment to mission success.

Company Size: While not explicitly stated, DecisionPoint Corporation is part of Cortek, which generally indicates a medium to large-sized organization, likely with several hundred to a few thousand employees, capable of handling large federal contracts. This size suggests established processes but also opportunities for impact and growth within specific project teams.

Founded: DecisionPoint Corporation was founded in 2007. This history indicates a mature company with established practices and a solid understanding of the federal contracting landscape.

Team Structure:

• The UX Researcher / Service Designer will likely be part of a dedicated UX/Design team or embedded within a larger program management office (PMO) or engineering team.

• Reporting structure will likely involve a UX Lead, Design Manager, or Program Director, with direct collaboration across application teams, product owners, and potentially behavioral scientists.

• Cross-functional collaboration is a cornerstone of this role, requiring strong partnerships with PMO leadership, development teams, content strategists, and federal client representatives. Methodology:

• Data analysis and insights are central, driven by qualitative and quantitative UX research to inform evidence-based strategies.

• Workflow planning and optimization will focus on improving user journeys, streamlining service delivery, and enhancing system usability.

• Automation and efficiency practices may be leveraged where applicable to improve research operations and design processes, though the primary focus is on human-centered design.

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

📝 Enhancement Note: The company's focus on federal and DoD clients means that operational rigor, security awareness, and a mission-oriented mindset are critical cultural components. Candidates should be prepared for a structured environment with clear objectives and compliance requirements.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position, signifying a role that requires significant independent contribution, leadership in specific projects, and the ability to mentor junior team members. It is a key individual contributor role focused on deep specialization in UX research and service design, with potential for project leadership.

Reporting Structure: The role reports to a management level within the UX/Design discipline or directly to a Program Manager/Director overseeing federal projects. The individual will work closely with various cross-functional teams, requiring strong matrixed communication and influence.

Operations Impact: The impact of this role is directly tied to enhancing the usability, accessibility, and effectiveness of federal and DoD mission-critical systems. By driving human-centered design and service improvements, the role directly contributes to increased user adoption, operational efficiency, and ultimately, the successful achievement of mission objectives for government clients.

Growth Opportunities:

• Operations Skill Advancement: Opportunities to deepen expertise in specialized areas of UX research (e.g., generative research, evaluative testing) and service design (e.g., complex service ecosystem mapping, strategic foresight).

• Leadership Development: Potential to lead larger research initiatives, manage teams on complex projects, or transition into a UX/Design Lead or Manager role.

• Cross-Functional Expertise: Exposure to a broad range of federal programs and technologies, fostering a comprehensive understanding of government IT operations and strategic challenges.

• Certifications & Training: Support for obtaining advanced certifications in UX, Service Design, Agile, or relevant government-specific methodologies.

📝 Enhancement Note: The "Senior" title and 10+ years of experience suggest a clear path for continued growth, either through deeper specialization, project leadership, or management within the operations and design functions of DecisionPoint.

🌐 Work Environment

Office Type: This position is designated as "Fully Remote," meaning there is no requirement to work from a physical office. This offers maximum flexibility for candidates across the United States.

Office Location(s): While the role is remote, the company headquarters are in Fairfax, Virginia. DecisionPoint operates across various federal and DoD program locations, but this specific role does not tie the candidate to a physical office.

Workspace Context:

• Collaborative Environment: Despite being remote, the role emphasizes strong collaboration through virtual tools and platforms, requiring proactive communication and engagement with distributed teams.

• Operations Tools & Technology: Access to and proficiency with a suite of digital collaboration and design tools (e.g., Figma, Miro, UserTesting.com) is essential for effective remote work and project execution.

• Team Interaction: Regular virtual meetings, stand-ups, and collaborative sessions will be scheduled to ensure alignment and foster team cohesion within the remote setting.

Work Schedule: The standard work schedule is typically Monday through Friday, approximately 40 hours per week. While remote, candidates are expected to maintain professional working hours to facilitate real-time collaboration with colleagues and clients, particularly given the federal context which may involve specific time zone considerations or operational demands.

📝 Enhancement Note: The fully remote nature of the role necessitates strong self-discipline, excellent virtual communication skills, and proficiency with remote collaboration tools. The emphasis on federal clients may still require adherence to specific core working hours for client interactions.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess alignment with the required skills, experience, and clearance level.

• Technical Interview: An in-depth discussion focusing on your UX research methodologies, service design experience, portfolio case studies, and understanding of federal/DoD environments. Expect questions on how you handle complex research problems and translate insights into actionable strategies.

• Panel Interview: Meetings with key stakeholders, including PMO leadership, fellow designers, and potentially client representatives, to evaluate your collaboration style, communication skills, and cultural fit.

• Final Interview: A final discussion with senior leadership to confirm overall fit and discuss compensation and benefits.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio by project, clearly outlining the problem, your role, the methodologies used, your process, key insights, design solutions, and measurable outcomes.

• Showcase Federal/DoD Relevance: Highlight projects that demonstrate experience with government clients, adherence to Section 508, and understanding of mission-critical systems.

• Detail Your Process: Clearly articulate your research and design process, emphasizing how you identify user needs, synthesize data, and drive decisions.

• Quantify Results: Where possible, quantify the impact of your work (e.g., "improved task completion rate by X%," "reduced user errors by Y%").

• Accessibility Focus: Explicitly mention how accessibility and Section 508 compliance were integrated into your work.

Challenge Preparation:

• Be prepared for potential scenario-based questions where you'll need to outline your approach to a given UX research or service design challenge relevant to federal systems.

• Practice articulating your thought process for synthesizing complex information and making strategic recommendations.

• Prepare to discuss your experience with facilitation, stakeholder management, and driving consensus in challenging environments.

📝 Enhancement Note: The interview process will heavily scrutinize your portfolio and practical experience in government contexts. Demonstrating a structured, human-centered approach that yields measurable results, while adhering to compliance standards, will be key.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research Platforms: Proficiency with tools like Optimal Workshop (for card sorting, tree testing), UserTesting.com (for remote usability testing), Dovetail (for research synthesis and analysis), or similar platforms is essential.

• Design & Prototyping Tools: Familiarity with modern design software such as Figma (highly preferred), Sketch, or Adobe XD for creating wireframes, mockups, and prototypes.

• Collaboration & Whiteboarding Tools: Strong experience with digital whiteboarding tools like Miro or Mural for facilitating remote workshops, journey mapping, and service blueprinting.

Analytics & Reporting:

• While not a primary focus, understanding how to interpret user analytics (e.g., from web analytics tools) and present research findings through visual reports and dashboards is beneficial. CRM & Automation:

• Experience with collaboration and project management tools common in enterprise environments (e.g., Jira, Asana) may be beneficial for understanding development workflows.

📝 Enhancement Note: The specified tools (Optimal Workshop, UserTesting, Dovetail, Figma, Miro) point towards a modern, digitally-enabled UX and Service Design practice. Candidates proficient in these will have a distinct advantage.

👥 Team Culture & Values

Operations Values:

• Mission-Oriented: A strong commitment to understanding and achieving the mission objectives of federal and DoD clients.

• Human-Centered: Prioritizing the needs, behaviors, and experiences of users in all design and research decisions.

• Data-Driven: Basing recommendations and strategies on robust qualitative and quantitative research findings.

• Collaborative: Fostering a team environment where open communication, knowledge sharing, and cross-functional partnership are valued.

• Excellence & Compliance: Upholding high standards of quality in deliverables and ensuring adherence to all relevant regulations and security protocols (e.g., Section 508, federal clearance requirements).

Collaboration Style:

• Proactive & Transparent: Engaging actively with team members and stakeholders, maintaining transparency in research processes and findings.

• Facilitative Leadership: Guiding discussions and workshops to achieve productive outcomes, ensuring all voices are heard.

• Evidence-Based Advocacy: Championing user needs and design recommendations with strong evidence and clear communication.

• Adaptive & Iterative: Willingness to adapt research plans and design strategies based on feedback and evolving project needs.

📝 Enhancement Note: The company's focus on federal clients strongly implies that values such as integrity, security, and a commitment to public service are paramount. The operational culture will likely be structured, process-oriented, and focused on long-term mission success.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Federal Bureaucracy: Understanding and working within the complex procurement, security, and approval processes of federal and DoD agencies.

• Diverse Stakeholder Needs: Balancing the requirements and expectations of various stakeholders, including end-users, program managers, and technical teams, often with competing priorities.

• Translating Complex Needs: Synthesizing intricate user behaviors and technical constraints into clear, actionable design solutions for mission-critical systems.

• Remote Collaboration: Effectively building rapport and driving consensus with distributed teams and clients, maintaining high levels of engagement and communication.

Learning & Development Opportunities:

• Specialized Government UX: Gaining deep expertise in UX research and service design specifically tailored to the unique challenges and opportunities within the federal and defense sectors.

• Advanced Methodologies: Opportunities to explore and implement cutting-edge UX research and service design techniques in real-world, high-impact projects.

• Project Leadership: Developing skills in leading complex research programs, managing project timelines, and mentoring junior team members.

• Industry Exposure: Engaging with leading practices in digital transformation within government through project work and potential conferences/training.

📝 Enhancement Note: The challenges are inherent to working in the federal contracting space, requiring adaptability and a strategic approach to problem-solving. The growth opportunities are significant for those seeking to specialize in government UX and service design.

💡 Interview Preparation

Strategy Questions:

• "Describe your process for conducting a comprehensive UX research study for a complex federal system. What key steps would you take, and how would you ensure alignment with mission objectives?" (Focus on structured methodology, stakeholder engagement, and outcome-driven research.)

• "How would you approach designing a service blueprint for a citizen-facing government portal, considering diverse user needs and existing infrastructure?" (Emphasize user journey mapping, touchpoint analysis, and cross-functional collaboration.)

• "Walk us through a challenging project where you had to synthesize conflicting stakeholder requirements into a cohesive user experience strategy. What was your approach, and what was the outcome?" (Highlight problem-solving skills, communication, and negotiation.) Company & Culture Questions:

• "What interests you about working with federal and DoD clients, and how do you see your UX/Service Design skills contributing to their mission?" (Show genuine interest in public service and mission impact.)

• "How do you ensure accessibility and Section 508 compliance are integrated throughout your design and research process?" (Demonstrate your commitment to inclusive design and regulatory adherence.)

• "Describe your experience working in a remote, collaborative environment. How do you maintain productivity and team connection?" (Highlight your self-management and virtual collaboration skills.) Portfolio Presentation Strategy:

• Concise Storytelling: For each project, clearly articulate the problem, your specific role, the methodologies you employed, the key insights you uncovered, the solutions you designed, and the measurable impact.

• Visual Clarity: Use high-quality visuals (mockups, journey maps, diagrams) to illustrate your points and make complex information easy to understand.

• Highlight Process & Rationale: Explain why you made certain decisions, linking them back to research findings and user needs.

• Focus on Federal Context: If possible, draw parallels or specific examples from your experience with government projects, emphasizing Section 508 compliance and mission alignment.

• Prepare for Q&A: Anticipate questions about your choices, challenges, and how you would adapt your approach to different scenarios.

📝 Enhancement Note: Interview preparation should focus on demonstrating a deep understanding of UX research and service design principles, coupled with practical experience in governmental contexts, including security clearance awareness and Section 508 compliance.

📌 Application Steps

To apply for this Senior UX Researcher / Service Designer position:

• Submit your application through the provided link on the DecisionPoint Careers portal.

• Tailor your Resume: Emphasize your 10+ years of experience in UX research and service design, highlighting projects relevant to federal/DoD environments, security clearances, and Section 508 compliance. Use keywords from the job description.

• Curate Your Portfolio: Ensure your portfolio prominently features case studies demonstrating end-to-end UX research, journey mapping, service blueprinting, and successful collaboration. Include specific examples of how you've improved user experiences and achieved mission objectives.

• Prepare for the Interview: Research DecisionPoint Corporation and its work with federal clients. Practice articulating your experience with specific methodologies, tools, and your approach to complex government projects. Be ready to walk through your portfolio with confidence.

• Understand Clearance Requirements: Be prepared to discuss your current security clearance status (Tier 2 Moderate Risk Public Trust or Secret or higher).

⚠️ 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.

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