CX Designer

Position Summary:

Twenty Bridge is looking for a Customer Experience (CX) Designer. As a Customer Experience (CX) Designer, you will be responsible for enhancing the customer experience across key touchpoints of the client's products and services. Your primary focus will be designing ways to support a more seamless, intuitive, and engaging experience that exceeds customer expectations. You will collaborate closely with cross-functional teams, including product managers, engineers, marketers, and our business partners, to drive a shared understanding of what customers are trying to accomplish and how their experience delivers against those needs. The objective will be to ensure a holistic and customer-centric approach to our client's services.

Primary Responsibilities:

• Partner with business owners to translate constituent insights into experience improvements with detailed requirements; work with project and product management teams to manage experience improvements through launch and ongoing optimization.
• Prioritize improvements based on constituent value, business impact, effort, and risk.
• Develop project proposals that include a problem statement, opportunity assessment, solution overview, success metrics, and an ROI framework.
• Provide ongoing measurement and ROI analysis to track the impact of experience improvements on constituent and business outcomes.
• Conduct research (observational studies, constituent interviews, archetypes, etc.) to understand constituent needs that inform experience improvements.
• Build a design system to govern the purpose, principles, and process of experience improvements and coach project teams on implementing it in design work.
• Map the customer experience across key journeys, documenting personas, touchpoints, sentiment, processes, stakeholders, and KPIs (satisfaction and operational metrics)

Skills and Qualifications:

• Bachelor's degree in marketing, market research, UX, or a related field (or equivalent experience).
• 5-7 years of professional experience with a focus on customer experience or UX design
• Experience working with USWDS Library on more than one project
• Customer service orientation with deep understanding and empathy for customers
• Expertise in primary customer research techniques and synthesizing data into actionable deliverables
• Proven ability to lead and influence cross-functional teams and stakeholders to deliver complex customer-facing products or projects and maintain effective working relationships.
• Excellent organizational, analysis, communication, presentation, and problem-solving skills.
• Experience working with a federal agency as a contractor or federal employee.

Security Clearance Requirements:

• Must be a U.S. Citizen
• Public Trust preffered

Work Location:

• Fairfax, VA - hybrid

Twenty Bridge is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status, or any other characteristic protected by law. – AA M/F/Vet/Disability

Federal law requires Twenty Bridge to verify identity and employment eligibility; with information from your Form I-9. The E-Verify system is used.