Fusion Advanced Technology is seeking a Service designer who will bring best practices in human centered design to support initiatives across the state to holistically improve users’ end-to-end experiences with state services. Be a champion for user needs and guide designers, researchers, content strategists as well as technical teams on projects with state agencies. Engage with stakeholders across organizations in order to build customer understanding, solve challenging problems, and empower teams to collaboratively develop metrics, measuring results, and integrate new methodologies optimizing customer experience and program performance. Communicate user research findings and insights through appropriate artifacts including personas, journey maps, wireframes and prototypes. ** Onsite or Remote: 40-65% onsite work

Duties and Responsibilities:

● Plan, design, and conduct qualitative and quantitative user research including interviews, usability testing, and contextual inquiry with state staff, healthcare providers, and the public.

● Map complex service ecosystems and end-to-end user journeys to identify operational friction points, service gaps, and opportunities for process optimization across cross-agency workflows.

● Plan and lead interactive discovery workshops and co-design sessions with agency leadership, program managers, and technical teams to align business goals with user needs.

● Create high-impact UX artifacts including personas, wireframes, user flows, site maps, and interactive prototypes for enterprise portals, case management systems, and provider-facing tools.

● Partner closely with Product Managers, Business Analysts, and Agile development teams to ensure technical implementations adhere to HCD principles, accessibility standards (Section 508/WCAG), and user requirements.

● Collaborate with project leadership to establish UX performance metrics, evaluate solution effectiveness post-launch, and iteratively optimize product usability and program outcomes.

Education: This position requires a Bachelor’s degree from an accredited college or university. Five (5) years of equivalent experience in a related field may be substituted for the Bachelor’s degree.

General Experience: The proposed candidate must have a minimum of five (5) years of experience in user experience and service design.

Specialized experience: The candidate should have experience planning and facilitating workshops, meetings and/or other interactive sessions in order to gather feedback and insight from key customers and stakeholders to determine operational needs and changes to the program.

Preferred Experience

● Direct experience designing user-centered solutions within a State Government framework or Major IT Development Project (MITDP) environment is highly preferred.

● Proven track record of designing user interfaces, workflows, or service blueprints for enterprise health data systems, immunization registries (IIS), Electronic Health Record (EHR) integration points, or complex provider-facing tools.

● Experience leading user research, journey mapping, and interface design for enterprise Case Management or CRM platforms within healthcare, social services, or grant-funded public support programs.

● Strong track record of mapping end-to-end user journeys that cross multiple organizational silos, aligning diverse agency stakeholders, and driving measurable user-experience improvements for high-volume public or provider applications.

● Deep experience using Figma as a primary tool for creating design systems, wireframes, high-fidelity prototypes, and collaborative UI/UX handoffs with engineering teams is highly preferred.

Benefits

Fusion offers a competitive benefits package that includes medical, dental, and vision coverage.

Join a team committed to operational excellence, and mission success.

Equal Employment Opportunity:

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. Fusion Advanced Technology does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information, or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

This job description is intended to outline the general nature and level of work being performed. It is not intended to be a comprehensive list of all responsibilities, duties and skills required of the position. Additional tasks may be assigned as needed.