As the Principal Specialist for Aptive’s User Experience (UX) and Customer Experience (CX), you will lead our organization's efforts in designing and delivering exceptional user experiences across all customer touch-points. You will be responsible for overseeing the development and execution of strategies to enhance customer satisfaction, loyalty, and retention through intuitive, seamless, and meaningful interactions with our products, services, and brand. Your role will involve collaborating closely with cross-functional teams to drive innovation, optimize processes, and elevate our customer-centric culture.

Strategic Leadership:

• Develop and communicate a compelling vision for UX and CX aligned with the company's overall objectives.
• Establish strategic goals, initiatives, and performance metrics to drive continuous improvement and innovation in UX/CX.
• Provide guidance and leadership in the development and execution of UX/CX strategies that differentiate our brand and drive competitive advantage.

Team Management and Development:

• Build, lead, inspire, and develop a high-performing operations team of UX/CX professionals. Intent will be to start with the existing small team and create a scalable staffing plan to support the existing business and the pipeline.
• Foster a culture of creativity, collaboration, and excellence within the team by outlining a comprehensive training plan as a part of the overall UX/CX operational framework.
• Provide mentorship, coaching, and growth opportunities to team members across the company to help foster a best in class UX/CX culture.

Customer Research and Insights:

• Possess an understanding of where the Government is heading with UX/CX/and HCD.
• Champion a deep understanding of customer needs, behaviors, and preferences through research, data analysis, and customer feedback.
• Utilize insights to identify opportunities for enhancing UX/CX and driving customer satisfaction and loyalty.
• Ensure that customer-centric insights inform product development, marketing strategies, and business decisions.

UX/CX Design and Innovation:

• Has prior experience (3 – 5 years) building actual UX/CX work (research and design) products for the Government and understand the uses and restrictions around privacy, accessibility, and security.
• Build a UX/CX scalable framework. Lead the development of innovative UX/CX designs that prioritize usability, accessibility, and aesthetic appeal.   Will create and elevate Aptive’s brand awareness around UX/CX.
• Drive the creation of user personas, journey maps, wireframes, prototypes, and other design artifacts to guide the development process.
• Collaborate closely with product management, engineering, marketing, and other stakeholders to translate user needs and business requirements into intuitive and engaging experiences.

Cross-Functional Collaboration:

• Work closely with all organizations (cross-functional teams and the other business accounts) to integrate UX/CX principles and best practices into all phases of program management and delivery.
• Partner with product and program managers to define product/program roadmaps and feature prioritization based on customer insights and business goals.
• Collaborate with marketing, business development, and the two leveraged design and advertising services organizations to ensure consistency and coherence in messaging and brand experience across all channels.

Performance Measurement and Optimization:

• Establish key performance indicators (KPIs) and metrics to assess the effectiveness of UX/CX initiatives. Establish clear and measurable short (6 - 12 months) and long term (24 – 36 months) objectives.
• Monitor and analyze UX/CX metrics, identify trends and areas for improvement, and drive initiatives to optimize performance.
• Regularly report on UX/CX performance to executive leadership and stakeholders, highlighting successes, challenges, and opportunities.

• Bachelor’s degree in design, Human-Computer Interaction, Psychology, Business, or related field (Master's degree preferred).
• Proven experience (8+ years) in UX design, CX strategy, or related roles, with at least 5 years in a leadership capacity.
• Strong understanding of UC/CX principles, methodologies, and best practices. Seeking a hands-on design process/methodology expert verses a hands-off thought leader.
• Demonstrated ability to lead and inspire cross-functional teams to deliver exceptional results.
• Excellent communication, collaboration, and stakeholder management skills.
• Proficiency in UX/CX design tools, prototyping software, and analytics platforms.
• Strategic thinking, problem-solving, and decision-making abilities.
• Passion for customer advocacy and driving customer-centric innovation.
• Legal authorization to work in the U.S.
• Ability to obtain and maintain a government security clearance if required

• Masters Degree in a related field
• PMP Certification
• Experience supporting federal clients

Aptive is a modern federal consulting firm focused on human experience, digital services, and business transformation. We harness creativity, technology, and culture to connect people and systems to impact the world. We’re advisors, strategists, and engineers focused on people, above all else.

We believe in generating success collaboratively, leaving client organizations stronger after every engagement and building trust for the next big challenge. Our work inspires people, fuels change and makes an impact. Join our team to be part of positive change in your community and our nation.

Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class.

Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply.