About the role:

Are you interested in solving meaningful public problems and transforming the experiences of millions of Massachusetts constituents with state government services? We’re looking for a purpose driven Principal Experience Designer/Experience Architect to join our User Experience and Service Design Team at Mass Digital . We need a collaborative master practitioner, innovator, and holistic system thinker/maker who thrives on designing people centered solutions and experiences for highly complex challenges.

In this full-time contract role, you’ll help design and deliver accessible, seamless, simple, and secure digital experiences that adapt to a person’s needs, so that every time they engage with any part of their government, they're getting the most and best of the Commonwealth. You’ll work on and play a critical role on several key initiatives in the Commonwealth Digital Roadmap including:

• Enabling omni-channel constituent engagement and communications (i.e., helping constituents seamlessly and successfully engage across channels and touchpoints as needed to communicate, exchange information, answer questions, and get help navigating state services).
• Supporting constituent life events and experiences (i.e. helping constituents navigate across state services and channels to get their needs met as part of a holistic life experience).
• Collaborating with User Experience and Service Design team members, cross functional teams, agency stakeholders, service providers, and constituents to design and deliver digitally enabled end-to-end services.
• Creating adaptive and extensible experience architectures and design solutions that ensure seamless, accessible, inclusive, and high-quality experiences across the portfolio.
• Help grow our experience design practice by defining best practices, mentoring and coaching, and helping to evolve our design system and pattern and asset library.

We strive to create a culture of belonging in Mass Digital. We are committed to building a workforce that reflects the diversity of the Commonwealth and to celebrating our differences. All applicants and employees drawn to serve our mission will enjoy equal opportunity and fair treatment. We will recruit, hire, compensate, train and promote without regard to race, color, gender (identity and expression), sex, sexual orientation, creed, religion, national or ethnic origin, age, disability status, veteran’s status, or anything else that describes your identity as a human being.

This position is a full-time contract opportunity . The work schedule for this position is Monday through Friday, 9:00AM to 5:00PM EST, in a hybrid remote arrangement with 2 - 4 days per month spent at the primary work location: One Ashburton Place, Boston, Massachusetts 02108. Applicants should be located within reasonable commuting distance from the primary work location.

Key Responsibilities:

• Plan, lead, facilitate, and execute design work on key product/service workstreams within an agile, collaborative, cross functional environment.
• Collaborate closely with experience researchers, content designers, engineers, product managers, agency service providers, and constituents to iteratively design, test, and refine effective and transformative digital experiences.
• Create a range of design artifacts and prototypes as needed to effectively communicate with colleagues and enable assessment/evaluation and refinement of design solutions.
• Help grow our Experience Design practice by defining best practices, mentoring others, leading design critiques, and facilitating learning and collaboration.
• Contribute to product/service/experience strategy and planning and roadmap development.
• Contribute to the evolution of an accessible, inclusive, and effective design system and pattern/asset library to elevate experience quality and accelerate design, development, and innovation.
• Define and optimize experience architectures that enable effective, performant, adaptive, and extensible, product/service experiences.

Preferred Knowledge, Skills, and Abilities:

• Eight (8) to ten (10) years of professional relevant experience in digital product and service design. Ten (10) plus years of experience is preferred.
• Five (5) plus years of experience working as a lead designer in agile, collaborative digital product development environments.
• Three (3) plus years of experience working in complex government environments or analogous service and organizational environments.
• Three (3) plus years of leadership experience demonstrating outstanding team coaching and mentoring skills, and contributing to the overall build out of relevant programs and practices.
• Enthusiastic about solving problems facing public-sector agencies and promoting equitable access to public services using modern technology, design, and research practices.
• Strong system thinking with outstanding experience and skill in experience architecture and interaction design.
• An in-depth understanding of all facets of human centered design.
• Experience creating and/or contributing to high-quality design systems and pattern/asset libraries.
• Strong expertise in and commitment to accessible, inclusive and equitable design.
• Extremely strong communication, facilitation, consulting, and organizational navigation skills.

About EOTSS and the Massachusetts Digital Service:

The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level information technology services and infrastructure, including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts. Our Mission is to provide technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.

The Massachusetts Digital Service (Mass Digital) , a division of EOTSS, partners with organizations across state government to transform how residents, visitors, businesses, and government agencies interact with the Commonwealth. Mass Digital has established its track record of delivery through recent work with the Department of Family and Medical Leave (DFML) and during the COVID-19 pandemic. We helped DFML launch the Commonwealth’s first digitally native service, Paid Family and Medical Leave and PaidLeave.mass.gov. During the pandemic, we supported the Department of Unemployment Assistance in expanding their capacity to process unemployment claims in multiple languages and designed content for rapidly evolving pandemic unemployment benefits. We also supported the Department of Public Health and Command Center in launching and operating the state’s vaccine preregistration system.

We’ve now turned our attention to implementing a vision of statewide digital experiences that are more accessible, inclusive, streamlined, and secure: the Commonwealth Digital Roadmap. Our roadmap calls for transforming state services so that they meet the diverse needs of the people we serve. We’ll achieve this through initiatives to create a single identity and profile for users of Commonwealth services, expand and harmonize channels of communication, and improve people’s holistic journeys and integrated experiences across different state services. We are designing and developing new products and services, establishing new policies and standards, and building capacity within agencies. To make this vision a reality, we are expanding our User Experience and Service Design Team.

An Equal Opportunity / Affirmative Action Employer.Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.