Designer/Researcher, Senior - Interactive Voice Response (IVR)
Position summary
Nava is at the forefront of reimagining how our government serves its people, and we’re looking for a Senior Designer/Researcher to help drive this mission forward.
As a Senior Designer/Researcher at Nava, you’ll drive the design and research efforts of our work with the government, for programs that affect millions of Americans. You’ll lead work on cross-functional teams, moving from concept to implementation and championing user needs with everything from user research to prototyping to designing systems. You’ll bring us closer to the people we ultimately serve, helping deliver high-quality work that is simple, empathetic, and accessible.
You will be working within the government ecosystem, collaborating dynamically with other government contractors and civil servants. This means you'll likely encounter different working styles, and cultural norms, and be responsible for maintaining order and focus in complex stakeholder ecosystems.
What you'll do
Lead discovery and redesign of individual-income-tax IVR journeys, beginning with refund-status and other high-volume intents
Prioritize, plan, and deliver roadmap-level design and research initiatives on projects
Apply a human-centered design mindset to challenges by relentlessly focusing on user needs
Drive understanding of users, by running quantitative and qualitative user research initiatives and sharing findings with internal and external collaborators
Collaborate with cross-functional teams to deliver design work, including discovery artifacts, diagrams, user flows, high-fidelity prototypes, and design systems
Collaborate with multidisciplinary Nava product teams and government staff to turn complex requirements into simple and accessible digital experiences
Required skills
Experience with complex call-flow and operational journey mapping, facilitation with program and call-center staff, and ability to translate research into implementable IVR requirements and measurable outcomes
At least five years of experience working as a designer working in product teams within a professional working environment
Experience mapping and driving systemic improvements within complex service environments
Experience in designing, testing, and implementing digital services
Experience designing with web and responsive user interface best practices
A relentlessly curious mindset that is never satisfied with easy answers and able to quickly pick up new knowledge
Equal parts systems thinker and advocate for users
Highly resourceful, reliable, organized, and detail-oriented
Ability to think strategically around trade-offs and short-term vs. long-term benefits in complex ecosystems
Ability to build and form strong collaborative relationships with the internal team and external partners
An adaptive, empathetic, and positive mindset
Excellent communication skills
Compensation
$126,000—$143,100 USD