Plans and conducts qualitative and quantitative user research for a public sector digital project. Facilitates interviews and usability testing, analyzes findings, identifies user needs, and communicates actionable recommendations. Collaborates with multidisciplinary agile teams, including content designers, interaction designers, and product teams, to improve digital services and ensure research informs service decisions throughout the lifecycle.

Design intuitive, accessible interactions and end-to-end user journeys for digital services. Create wireframes, prototypes, and design specifications; use research and usability testing to validate solutions; resolve usability issues; collaborate with researchers, content designers, and developers; apply accessibility and design-system principles; and present recommendations to stakeholders.

Lead content design for complex public-sector digital services and user journeys. Establish content standards, apply user research and analytics, ensure accessibility, usability, and plain English, and collaborate with multidisciplinary agile teams. Present recommendations to senior stakeholders, influence service direction, and drive continuous improvement and consistency across services.