About this opportunity
Leidos lists this Human-Centered Design (HCD) Lead, UI/UX Researcher opportunity in baltimore, Maryland. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Description
nThe Digital Sector at Leidos currently has an opening for a Human-Centered Design (HCD) Lead, UI/UX Researcher to work in our Baltimore, Maryland office. This is an exciting opportunity to use your experience helping the Center for Medicare and Medicaid Services (CMS) modernize its legacy Contact Center CRM platform through user-centered research, design, and usability practices.
nPrimary Responsibilities
nThe HCD Lead, UI/UX Researcher shall lead human-centered design activities for the CRM modernization effort, ensuring the modernized CRM reflects the real needs of CSRs, supervisors, and CMS stakeholders.
nResponsibilities shall include, but are not limited to:
nnnLead Human-Centered Design (HCD) activities across the CRM modernization lifecycle, including requirements, design, and iterative sprint cycles.
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nnGather input from CCOG SMEs, CSRs, supervisors, and other system users through interviews, workshops, surveys, focus groups, and side-by-side observations.
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nnDerive business processes, analyze user needs and pain points, and assist in defining detailed requirements for the modernized CRM.
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nnElicit business goals and user needs from CMS stakeholders and facilitate customer discovery sessions.
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nnCreate Conceptual Models, Journey Maps, Personas, and Scenarios of Use representing CSR, supervisor, and beneficiary/consumer interactions.
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nnDevelop and refine screen prototypes and mock-ups for stakeholder validation prior to development, in alignment with the Unified CSR Workspace vision.
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nnDesign and conduct formative user research, including user interviews, contextual inquiry, card sorting, and usability testing, in both formal and informal settings.
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nnDocument user requirements, screen designs, and design recommendations with clear, testable acceptance criteria to support Agile user stories.
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nnPrepare and present research findings, usability results, and design recommendations to CMS stakeholders and Leidos leadership in small and large group settings.
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nnPartner with the Product Manager, Solution Architect, and Agile delivery teams to translate HCD findings into prioritized backlog items and sprint deliverables.
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nnSupport Proof of Concept (PoC) demonstrations, ensuring the CSR workspace, case management, and AI-assisted workflows reflect validated design decisions.
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nnEnsure all designs and prototypes comply with Section 508 accessibility standards and CMS/HHS accessibility policies.
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nnFacilitate usability testing and design reviews throughout PI planning, sprint reviews, and User Acceptance Testing (UAT) to validate business function continuity.
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nnSupport design of AI-enabled guided workflows, knowledge recommendation surfacing, and CSR coaching interfaces to ensure intuitive, low-burden user experiences.
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nnCollaborate with the Training and Content team to ensure design decisions align with CSR onboarding, training materials, and change management activities.
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nnMaintain a repository of research artifacts, personas, journey maps, and design decisions to support requirements traceability and design consistency across releases.
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nnAnalyze usability metrics and CSR feedback to inform continuous improvement of the CRM workspace, knowledge management, and AI-assisted features.
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nnBuild a strong human-centered design culture across the program, coaching Agile teams and CMS stakeholders on user-centered design methods and best practices.
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nnContribute to executive-level briefings, design walkthroughs, and stakeholder demonstrations that communicate the modernization vision and user experience strategy.
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nnCoordinate with Quality Assurance and Independent Quality Assurance (IQA) stakeholders to ensure designs support consistent, high-quality CSR interactions.
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nnSupport change management and adoption activities, including training content and communication of design changes to end users.
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nnActively participate in planning sessions, requirements gathering activities, design sessions, Agile modeling sessions, and other events supporting the CRM modernization effort.
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n nRequired Qualifications:
nnnBachelor's degree and a minimum of 6-8 years of relevant experience in UX research and design, or an equivalent combination of education and experience
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nnMinimum of 4 years of direct Interaction/Interface design experience using User-Centered Design (UCD) methods and user analysis
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nnMinimum of 3 years of experience designing and conducting formative usability tests and user research in both formal and informal settings
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nnStrong oral and written communication skills, with demonstrated experience presenting research findings and design recommendations to technical and non-technical stakeholders; must provide a digital portfolio of design work for review
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nnAbility to obtain Public Trust
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n nPreferred Qualifications:
nnnExperience using prototyping software
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nnExperience with Pega and/or Salesforce CRM platforms
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nnExperience with Agile/Scrum or SAFe delivery methodologies
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nnUnderstanding of responsive design and omnichannel (voice, chat, web) user experience
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nnUnderstanding of Section 508 accessibility requirements as they relate to design
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nnPrior experience supporting CMS or other federal health/human services agencies
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nnUX certifications
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n nIf you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.
nOriginal Posting:
nSeptember 24, 2026
nFor U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
nPay Range:
nPay Range $107,900.00 - $195,050.00
nThe Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
nAbout Leidos
nLeidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit .
nPay and Benefits
nPay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at .
nSecuring Your Data
nBeware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at .
nIf you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission ( .
nCommitment to Non-Discrimination
nAll qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
nREQNUMBER: R-
nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.
Worksite address
baltimore, MD, 21276, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.