Position Title: Senior User Experience Specialist
Duration: 12-month base period with three 12-month option periods
Work Location: Primarily Remote
USCIS Site: 5900 Capital Gateway Drive, Camp Springs, MD 20588
KeenLogic is seeking an experienced and user-focused Senior User Experience Specialist to support the U.S. Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS), Verification Division (VER). This position will support research, planning, and implementation of user experience strategies designed to improve the discoverability, accessibility, and usability of USCIS Verification programs and communications. The Senior User Experience Specialist will analyze customer needs and user experiences and help translate research and program data into actionable insights that inform strategic communications and outreach initiatives.
This is a primarily remote position supporting USCIS Headquarters, 5900 Capital Gateway Drive, Camp Springs, MD 20588. Contractor personnel may work remotely; however, the Contracting Officer's Representative (COR) may request in-person meetings or engagements as needed.
This is a full-time position offering Fortune 500-level health/dental/vision, PTO, paid federal holidays, 401(k), and Life Insurance.
Required Qualifications:
Must be a U.S. citizen and eligible for government clearances.
5+ years of demonstrated experience managing research, planning, and implementation of strategies to maximize user discoverability, accessibility, and usability.
BA in Marketing, Public Relations, Digital Communications, Graphic Design, Information Technology, Media or Studio Arts, or related field.
Responsibilities:
Conduct research and analyze information related to USCIS Verification programs, customers, and stakeholders.
Support the development of customer personas, journey maps, user stories, and audience profiles.
Identify opportunities to improve user discoverability, accessibility, usability, and engagement.
Analyze customer surveys, web satisfaction data, system data, outreach data, and other available information to identify trends and findings.
Translate research findings into recommendations for strategic communications and outreach activities.
Support development of communication strategies tailored to specific audiences and stakeholder needs.
Assist with feedback and continuous-improvement activities.
Collaborate with communications, content, digital, graphic design, and outreach personnel.
Skills Required
- U.S. citizenship and eligibility for government security clearance
- 5+ years managing research, planning, and implementation of strategies to maximize user discoverability, accessibility, and usability
- BA in Marketing, Public Relations, Digital Communications, Graphic Design, Information Technology, Media or Studio Arts, or related field
What We Do
Today’s government agencies must continually evolve to keep pace with the dynamic and rapidly changing technology landscape. To ensure continual innovation and improvement, these agencies must be able to anticipate all future needs while embracing technological advancements. At KeenLogic, we create value through differentiation, innovation, and technology to drive high-quality enterprise IT services such as help desk as a service — for government customers. We combine the latest states of “what is” with an unrealized yet needed version of “what could be.” KeenLogic operates two distinct lines of business: (1) Enterprise IT Services (Helpdesk/Service Desk) (2) Network/Internet Services (Fixed-Wireless Microwave Broadband) We have a 10-year track record of high-quality performance and service delivery and a reputation for taking exceptional care of our team. The company is well funded and capitalized to support new project ramp-up and overhead costs, has a highly experienced executive and management team, and a board of directors with over 20 years of management and operations experience. We aim to provide the highest standard of customer service to government agencies by leveraging a corporate foundation that is built on CMMI Level III business processes, leadership, and financial strength. Key attributes: • 10-year history of providing quality, customer-focused IT solutions • Excellent past performance and track record • 95% employee retention rate • Small business agility with large business resources • Secret facility clearance • Well capitalized for project ramp-up • KeenLogic is a reputed enterprise IT services and help desk solutions provider that answers today’s problems while anticipating the needs of tomorrow.
