User Experience Consultant
Infojini Inc
See how well this job matches your profile
Sign up to get an AI match score and generate a tailored application in seconds.
Get your match scoreTags
About the role
Role Overview
Senior UX Designer / Service Design Lead (Remote – US)
Lead UX strategy and service design for a major public long-term care insurance program (3-year contract). The role is suited for an experienced UX strategist, service designer, or CX leader who can operate effectively in regulated environments and create equitable, accessible digital services for older adults, caregivers, and people with disabilities.
Responsibilities
- Lead discovery, stakeholder engagement, and UX assessment to build a strategic 3-year roadmap.
- Act as the primary interface between the contractor team and program leadership.
- Evaluate end-to-end customer experience across:
- Public websites
- Benefits calculators
- Provider search tools
- Enterprise integrations (e.g., Salesforce, MuleSoft)
- Define AI-enabled CX use cases, with attention to:
- Transparency
- Privacy
- Accessibility
- Human escalation requirements
- Coordinate researchers and designers; facilitate remote workshops.
- Deliver executive-ready presentations and communicate findings and plans to leadership.
Requirements (Must-Haves)
- Bachelor’s degree in HCI, service design, interaction design, or related field.
- 7+ years in UX strategy, service design, or CX; 3+ years in the last 5.
- Proven leadership on 2+ major UX/CX or digital transformation engagements in regulated sectors (government, healthcare, insurance).
- Experience producing:
- UX strategies
- Service blueprints
- Prioritized roadmaps
- Executable project plans
- Strong facilitation, executive communication, and stakeholder management skills.
- Familiarity with AI-enabled products, conversational interfaces, or intelligent customer service planning.
Bonus Points
- 10+ years of UX/service design consulting experience.
- Direct experience with public benefits, Medicaid, aging/disability services, or long-term care.
- Experience applying a “No Wrong Door” human-services delivery approach.
- Experience with: Salesforce, MuleSoft, Power BI, Figma, Miro, Jira, Azure DevOps.
- Prior state government consulting experience.
About Infojini Inc
Infojini Inc is a consulting and services company providing talent and expertise for technology, experience design, and digital transformation initiatives. The posting focuses on delivering UX strategy and service design work for a major public-sector program in the insurance and healthcare-adjacent domain.
Scraped 8/4/2026