Human-Centered Research and Design (HCD) Strategist

MORI Associates
United States, D.C., Washington
Feb 26, 2025
MORI Associates is seeking an experienced Human-Centered Research and Design (HCD) Strategist to lead NASA's Customer Engagement Office (CEO) to develop and lead an enterprise-wide Customer Experience (CX) Strategy that will infuse CX into service design, delivery, performance management, and culture. This role will establish and provide the HCD services required to support CX strategic initiatives. NASA Enterprise Multimedia and Integrated Technical Services (eMITS) contract. eMITS is the Agency's enterprise-level contract creating and delivering multimedia and technical communications through the use of the internet, digital platforms, and IT management for NASA's Office of the Chief Information Officer (OCIO) and Office of Communications (OCOMM). From photographing rocket launches and recoveries, to producing NASA TV segments, to information technology management, to using social media to share NASA's message, eMITS integrates services for NASA IT and provides NASA's communication to the outside world. Come join us in support of NASA's mission to inspire the world through information and discovery. JOB DESCRIPTION / FUNCTIONAL RESPONSIBILITIES: This position will include but not be limited to the following activities: Conduct research using various qualitative and quantitative methods including end-user interviews, focus groups, observations, contextual inquiry, and end-user feedback surveys be able to select the appropriate research strategies for a given research topic. Collaborate with the CX Lead to conduct HCD discovery research to understand customers and their experience with IT products and services. Create reusable templates, tools, how-to-guides, and other materials for a CX Playbook and Toolkit Lead discovery research to understand customers and capture end-to-end customer and employee experiences with various products, services, and interactions. Develop clear, compelling, and high-quality outputs that capture the research findings and insights from HCD research. Facilitate engaging virtual workshops with various stakeholders as required throughout various points of the HCD process. EXPERIENCE/COMPETENCIES/SKILLS: Minimum Requirements: Must have extensive background developing CX strategy, to include a minimum of 5-years of experience in HCD with a particular focus on HCD discovery research methods and have extensive experience leading HCD research projects. Must be highly proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Teams, OneNote, One Drive), SharePoint, and Mural. Willing and able to learn governmental process along with being a self-starter with ability to learn new things. Must have experience developing communications and presentations for executive level leadership. Preferred Qualifications: Prior experience supporting NASA. Prior experience developing enterprise IT communications strategy for a large organization. Salary Range: $149K to $165K MORI Associates is an Disability/Vets Employer and complies with E-Verify.