Human Centered Design/User Experience Lead & Salesforce Designer

Index Analytics, LLC, is a rapidly growing Baltimore-based small business providing health related consulting services to the federal government. At the center of our company culture is a commitment to instilling a dynamic and employee-friendly place to work. We place a priority on promoting a supportive and collegial team environment and enhancing staff’s experience through career development and educational opportunities.

The Human Centered Design/User Experience Lead and Salesforce Designer will be a core member of the Index Analytics HCD Team and work closely with program team members and leadership to define and drive a strategic UX Research and Design vision across programs, projects, and the organization. The ideal candidate is a strong strategic thinker who will champion and advocate for User Experience Design and Research best practices, using various, mixed qualitative and quantitative methods to drive HCD initiatives and deliver meaningful, actionable insights to team members and stakeholders. It is expected that the candidate is a self-starter, able to collaborate with Experience Design practice leaders and other program team members (visual designers, content strategists, engineers, etc.) while adopting a One-Team product mentality to deliver effective, efficient, and satisfying customer experiences.

Candidate should also have a strong understanding of UX for Salesforce, Lightning UI, and have experience communicating research, data, and requirements to architects and developers. Salesforce certifications are preferred, but not mandatory if candidates can demonstrate workable Salesforce knowledge.

RESPONSIBILITIES & CAPABILITIES

• Work closely with HCD Director and Index Leadership to drive comprehensive user experience strategy and vision for our products, ensuring consistency in quality and outcomes.
• Plan, develop and deploy a cohesive user research and test strategy consistent with established best practices and standards.
• Conduct all aspects of user research, from contextual inquiry and semi-structured interviews to moderated / unmoderated usability studies, heuristic evaluation and analysis, using insights to inform decisions and drive requirements and actionable product enhancements, achieving cohesion between user and business needs.
• Lead key discussions around research and design and drive the planning and execution of program HCD efforts from the perspectives of client stakeholders, product owners, team members, and users.
• Lead in research and design thinking services, strategies, and innovative methodologies for program and project initiatives.
• Provide leadership and mentorship to team members, ensuring cohesive, strategic execution of HCD program and project initiatives while establishing and advancing HCD / UX best practices.
• Leverage Design Systems and provide guidance and feedback to designers and engineers to ensure consistency and cohesion across our product portfolio.
• Define and monitor program and team members KPIs, provide regular reporting, and adjust strategies based on performance and results.
• Understand and implement Salesforce Service Cloud and Lightning UI design strategies, working closely with Salesforce Architects and Developers from research, ideation, and proof-of-concept to deployment.
• Create low and high-fidelity designs and prototypes that support and drive program criteria.
• Develop and maintain highly organized / structured repositories of wireframes, design mockups, prototypes, journey maps, service blueprints, design specifications, and other design documents as needed.
• Collaborate effectively with cross-functional teams (including product managers, designers, engineers, and stakeholders) to define and implement innovative solutions for the product direction, visuals, and experience.
• Ensure decisions are data driven.
• Approach work with highly ethical standards of practice and performance.
• Work with HCD Director and Leadership to support business development activities.

• US citizen or Authorized to Work in the US and have lived in the US for 3 of the last 5 years. Must be able to obtain Public Trust Clearance.
• 4-year college degree or equivalent experience.
• 6+ years of relevant HCD UX experience conducting applied research using a variety of methods within a variety of settings, such as formative and generative research techniques.
• Proven experience leading UX design initiatives, managing small to medium sized team in developing of complex systems or workflows for technical use.
• In-depth understanding of qualitative and quantitative research techniques (interviews, contextual inquiry, survey, usability testing), and the ability to convert findings into actionable insights that inform product design decisions.
• Ability to plan and execute of HCD / UX strategic goals while driving collaboration among team members and stakeholders.
• Experience in all stages of the product development lifecycle - from research through design inception through implementation.
• Strong understanding of systems design with excellent visual design acumen and heightened sensitivity to user-system interaction.
• Demonstrable experience on information architecture and a focus on content design.
• Exceptional communication and collaboration skills, capable of effectively engaging and influencing stakeholders at all levels within the organization.
• Demonstrated leadership capabilities, and the ability to mentor and guide junior team members while also advocating for HCD and UX as a discipline.
• Experience utilizing and communicating human-computer interaction (HCI) best practices, designing omni-channel systems that function across platforms and devices.
• Strong ability to present, communicate and tell the story that sells your product and program solution to stakeholders and clients.
• Experience working within the agile lifecycle a plus.
• Remote with a chance of travel (up to 25%)
• Experience using various research, design, and agile tools: Salesforce Lightning UI, Figma, FigJam, Mural, Dovetail, Qualtrics, Confluence, Jira.
• Experience working on Federal Government contracts is a plus; working with Centers for Medicare & Medicaid Services a plus-plus!

Attention Candidates

We're dedicated to ensuring a safe and transparent recruitment process for all candidates and have implemented robust measures to protect your personal information. Please be aware that all employment-related communications will originate from a secure portal (NAME@msg.paycomonline.com) or a corporate email address (NAME@index-analytics.com). If you have any concerns, please don't hesitate to reach out to us at recruiting@index-analytics.com.

If you are selected for an interview, please be advised that Index Analytics LLC reserves the right to prohibit the use of artificial intelligence (AI) tools, including but not limited to AI-generated responses, real-time transcription, or automated assistance during the interview process. We value authentic interactions and the opportunity to engage directly with candidates. Any unauthorized use of AI may result in disqualification from consideration.

The salary range provided represents the estimated compensation for new hires in this position, applicable across all locations. Actual offers may vary based on factors such as the candidate's skills, qualifications, experience, and market conditions. Index complements its base salary offering with a competitive package that includes health and retirement benefits, discretionary bonuses, and reimbursement for professional development opportunities.

Index Analytics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.