Customer Experience (CX) Designer

Customer Experience (CX) Designer

WFH Flexible-Washington, DC

Job Type: Full-time

Overview

Tanaq Technical Services (TTS), a division of St. George Tanaq (SGT) Corporation, is an 8(a) Alaskan Native Small Business that specializes in delivering Enterprise Integrated Technology Solutions and Support Services to the Federal Government. TTS's innovative approach combines proactive strategies, efficient processes and emerging technologies to deliver seamless, integrated services for our clients. TTS prides itself in being Mission Driven, People Focused.

About the Role

We are seeking a human-centered, Customer Experience (CX) Designer to support the U.S. Department of Housing and Urban Development (HUD) under the Applications Development and Programming Services (ADPS) Program.

The CX Designer will play a pivotal role in shaping the design, usability, and customer experience of HUD's AI modernization initiatives. This position ensures that HUD's AI-enabled solutions are intuitive, accessible, and aligned with mission requirements by applying HCD methodologies, user research, and data-driven design practices.

This is a hybrid remote position based in Washington, D.C. that will require some onsite work at the customer's locations. An estimated 25% annual travel within the U.S. will be required.

Responsibilities

• Use and apply human-centered design (HCD) methods to translate business and mission needs into effective, user-friendly AI-enabled products and services.
• Conduct Customer experience research and journey mapping to identify customer pain points, workflows, and opportunities for AI-enabled process improvements.
• Facilitate design workshops, stakeholder interviews, usability testing, and prototyping to gather insights and validate design approaches.
• Develop personas, wireframes, prototypes, and service blueprints to guide product development and ensure alignment with HUD's mission.
• Collaborate with Project Managers, Data Scientists, Data Engineers, Developers, and HUD stakeholders to integrate Customer Experience insights into Agile development sprints.
• Ensure all solutions comply with Section 508 accessibility standards and HUD's Project Planning and Management (PPM) Life Cycle requirements.
• Apply AI ethics and NIST AI Risk Management Framework (RMF 1.0) principles to ensure AI solutions are transparent, fair, and trusted by end users.
• Support communications deliverables (FAQs, newsletters, demos, presentations) to strengthen stakeholder engagement and promote adoption of AI modernization initiatives.
• Maintain and manage CX/HCD project artifacts within HUD's documentation repositories, ensuring version control, compliance, and accessibility.

Requirements

Required Experience and Skills

• 7+ years of professional experience in CX, HCD, or UX design supporting large-scale IT modernization efforts.
• Proven track record applying customer journey mapping, service design, and usability testing to improve adoption of digital or AI-enabled solutions.
• Strong experience collaborating in Agile environments (Scrum, Kanban) and aligning HCD outputs to backlog prioritization and sprint cycles.
• Proficiency with design and research tools such as Figma, Adobe XD, Mural, Axure, or similar.
• Familiarity with AI/ML concepts, including ethical AI, data governance, and model lifecycle integration into customer-facing services.
• Experience supporting federal agency AI modernization programs, preferred.
• Familiarity with CMMI, ITIL, and SAFe Agile frameworks, preferred.
• Strong communication, facilitation, and stakeholder engagement skills with executive and technical audiences.
• Knowledge of 508 compliance, accessibility standards, and federal IT modernization frameworks.
• Previous experience supporting HUD OCIO preferred.
• Ability to pass required Federal background screening and obtain and maintain both government clearance and customer approval.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Education and Training

• Bachelor's degree in Human-Computer Interaction, Design, Psychology, Information Systems, or related field (required). Master's degree in design, Human-Centered Computing, Information Systems, or related field, preferred.
• Certifications in HCD, CX, or UX (e.g., Nielsen Norman Group, Human Factors International, or IDEO), preferred.

Physical Requirements

• Candidates must reside in or within daily commuting distance of Washington, D.C.
• Must be willing and able to travel an estimated 25% of the time within the U.S.
• Prolonged periods of sitting at a desk and working on a computer. May occasionally need to lift up to 25 pounds.

Pay Range

The projected annual salary range for this position is $100,000 - $125,000 USD. Please note that the salary information listed is a good faith estimate for this position and a general guideline only. Multiple factors are considered in determining final pay for a position, including, but not limited to, the candidate's relevant work experience, skills, education, certifications, and competencies that align with the specified role, geographic location, as well as business considerations and contract provisions regarding labor categories that are specific to the position.

Benefits Information

Benefits offered may vary depending on the nature of your employment with Tanaq. Full-time US-based employees gain access to healthcare benefits (Medical, Dental, Vision), Basic Life Insurance, Short-Term Disability, Long-Term Disability, 401(k), Flexible Spending Account, EAP, Education Reimbursement, Paid Time Off and Holidays.

Who We Are

Tanaq Technical Services (TTS) strives to deeply understand and analyze our clients' vision, needs, and requirements so we may provide alternative solutions, empowering them to choose the best resolution. We aim to achieve excellence by delivering on our commitments to our clients, employees, and partners.

Our Commitment to Non-Discrimination

Tanaq Technical Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, or local law. Tanaq complies with the Drug-free Workplace Act of 1988 and E-Verify.

If you are an individual with a disability and need assistance completing any part of the application process, please email accommodation@tanaq.com to request a reasonable accommodation. This email is for accommodation requests only and cannot be used to inquire about the status of applications.

Notice on Candidate AI Usage

Tanaq is committed to ensuring a fair and competitive interview process for all candidates based on their experience, skills and education. To ensure the integrity of the interview process, the use of artificial intelligence (AI) tools to generate or assist with responses during phone, in person and virtual interviews is not allowed. However, candidates who require a reasonable accommodation that may involve AI are required to contact us prior to their interview at accommodation@tanaq.com.