Content Designer & Data/UX Researcher

Potomac Haven is a professional services firm that is dedicated to providing transformative technology and communication services to state and communication transformation digital transformation and program support services for a range of diverse federal program missions. Our focus extends across the intersections of national security, public health and safety, and financial services programs.

Data-Driven Content Approach

Our content strategists, designers, and analysts are dedicated to creating informative, engaging, and inclusive content, and ensuring its discoverability and accessibility across platforms. Our practitioners support federal agencies that consistently rank among the best in government for plain language and content design practices that allow audiences to quickly scan and grasp the purpose of a paragraph or page. Now, we are seeking an experienced Content Designer to join our stellar team in the management, development, user research and analysis of the NCUA.gov and MyCreditUnion.gov websites. The Content Designer will play a strategic leadership role in establishing and communicating the short and long-term vision and strategy for web content and usability research, content structure and organization, and form as well as how it supports and achieves the customer’s strategies and initiatives. The Content Designer will apply human-centered design principles and leverage data (e.g., Google Analytics) to make recommendations on approach.

Key Responsibilities

• Acts as a central hub for UI/UX design and content research and works closely with development, QA, and accessibility teams.
• Creates graphic designs for development based on analytics and UX research.
• Gathers and researches information that enhances the value of the site.
• Designs and builds web pages using a variety of graphics software applications, modern techniques, and modern tools with an eye toward mobile-friendliness and accessibility.
• Implements 21st Century IDEA and USWDS standards, and keeps abreast of updates
• Designs and develops wireframes, mockups, user interface features, site animation, infographics, and site interactivity.
• Contributes to the design group's efforts to enhance the look and feel of the organization's online offerings.
• Designs the website to support the organization's strategies and goals relative to external communications.
• Defines intent, development, testing, and refinement of prototypes.
• Designs and executes a variety of research studies, including user testing, field studies, usability tests, concept tests, group discussions, etc.
• Collaborates with team members to synthesizes data with qualitative data to help drive product and design decisions.
• Utilizes human-centered design approaches such as journey mapping, user acceptance testing, and/or ethnographic research to identify areas of dissatisfaction in the experience and develop plans to monitor and make improvements to the experience, ultimately leading to customer delight.
• Builds a ‘voice of the customer’ program, culling tangible recommendations based on customer data and feedback.
• Integrates the customer experience across many channels - including in-person, web, third-party sites, and email - to integrate government services and enhance service delivery in accordance with government guidelines.
• Utilizes evaluative techniques to review and analyze site analytics and other metrics, such as Google Analytics, A/B testing software and heatmaps, to uncover trends, preferences and information that can be used to improve the public's online experience.

Additional Responsibilities & Contributions

• Develops, communicates, and executes long-term product vision, strategy, and initiatives that align with agency strategy within the scope of the software product and cultural change management verticals.
• Contributes to project management and planning processes along with other team leads.
• Builds and maintains strong working relationships with the customer and our subcontractor partners.
• Effectively communicates business and operational objectives and requirements to technical teams, as well as technical capabilities and limitations to the business stakeholders.

• Bachelor's degree communications, mass media, design, or equivalent experience.
• Minimum 7 years of experience in content strategy, communication strategy development and implementation.
• Ability to obtain a data analysis certification prior to contract start.
• Experience supporting a federal government web project; familiarization in federal web style guides and branding guidelines.