Management Analyst (Human-Centered Designer)

This vacancy will close on the posted closing date OR at 11:59 p.m. EST on the day in which 50 applications are received, whichever comes first.

The incumbent conducts and facilitates human centered design methods to uncover meaningful insights that drive exceptional design and innovation in the Federal government. They serve as an advisor to VEO and other federal partners in implementing products, policies, services, experiences and other outputs that result from human-centered design projects. They provide graphic design leadership to VEO as well as general and technical guidance and leadership to senior officials of assigned agencies in human centered design, complex facilitation and other innovation initiatives. The incumbent is engaged in and responsible for the following: providing information to key client agencies and VEO stakeholders as it pertains to design project work.

Leading human-centered design projects from ethnography through to implementation. This includes (1) working with partners to scope a well-formed design project problem statement that strikes the right balance of openness to explore and maneuver within the research in defining the problem and enough focus to lead researchers on the right path of understanding the problem; (2) leading empathy-based contextual inquiry, qualitative research and field observation in a variety of environments to understand user needs; (3) leading design synthesis to make sense of the qualitative data and uncover meaningful insights about the system and latent user needs through theming, generation of provocative insights and high level design pillars, which includes applying a variety of human-centered design tools such as customer journey maps personas, concept mapping and reframing; (4) leading structured and unstructured ideation sessions using a variety of human-centered design tools to build divergent thinking teams and breakthrough ideas; and (5) leading low, medium and high fidelity prototyping using physical and IT-based technology, including the ability to develop hand-drawn storyboards, thumbnail sketches and services/spaces to communicate prototype use and impact.

Subject matter expert in identifying gaps and will develop problem statements to frame future and current design projects. The incumbent develops design projects that leverage best practices being implemented by VEO to deliver consistent veteran-centered experience. As a design leader,
the incumbent is relied upon to exercise independent judgment, design and initiative in understanding customer needs, framing design requirements, establishing priorities, allocating resources and formulating recommendations for customer centric designs and/or solutions.

Collaborates with facilities to research and design interventions/solutions for local environments.

Utilizes visual design expertise to develop compelling communications and customer experience products for dissemination at VA facilities.

Works with facilities to evaluate the effectiveness of design interventions/solutions through development of relevant measures and continuously iterates upon those.

Develops written and verbal presentations outlining the impact of design interventions/solutions at VA facilities for presentation to senior VA leadership and stakeholders to gain buy-in for further customer experience centric design. Gathers and organizes narrative and statistical information using established methods, techniques, and precedents such as questionnaires, interviews, review of databases and comparisons of past, present and related project functions. Reviews and studies Department processes to identify such procedural problems such as the duplication/overlapping of functions or the need for revision of program procedures.

Supports the implementations of lean management, change management, and process improvement. Develops multi-year strategic plans and recommendations for program officials and supervisors and strives to have viable solutions accepted by operating components leading to a transformed Department customer delivery model. Recommendations include development of new or modified work (methods, procedural changes, systems variations) and acceptance of new technology developments. Develops recommendations for improvements in operations and to promote efficiency and cost savings, evaluates, processes, and makes recommendations for effective organizational changes. Recommends areas and methods by
which efficiency of operation can be improved.

Work Schedule: Monday - Friday, 8:00 a.m. - 4:30 p.m.
Compressed/Flexible: Available with supervisor approval
Telework: Available, as determined by the agency policy. Candidates who are hired will be required to work in person at least 5 out of 10 days per pay period at 810 Vermont Avenue NW, Washington, DC.
Virtual: This is not a virtual position.
Position Description/PD#: 18626A
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required