Human Centered Design (HCD) Lead- Veterans Experience Office

Location: Washington, D.C.
ERPi supports the Veterans Experience Office (VEO) with the mission of building trusted, lifelong relationships with Veterans, their families and supporters. One of the critical elements of VEO is the Enterprise Measurement and Performance Improvement (EM&PI) Office. EM&PI views VA’s operational performance from the perspective of its customers and provides accountability of the organization to its customers. M&PI uses quantitative methods that join customer satisfaction, customer insights, and operational data. The methods must be rigorous about the quality and validity of the data as well as use sound statistical analysis and synthesis. ERPi is responsible for:
  • Collecting national customer experience data
  • Identifying performance gaps and improvement opportunities that support agency goals
  • Reporting actionable insights in a roles-based way
  • Coordinating the implementation of pilots and scaling of national performance improvements
Job Responsibilities:
The HCD Lead will serve as the primary resource for conduct HCD-related activities with Veterans, VA employee stakeholders including front-line staff as well as leadership.  EM&PI is responsible for conducting customer analysis in order to identify the important “moments that matter” across various lines of business.  The HCD Lead will coordinate the activities of three HCD analysts, in coordination with the Project Team Lead, and the Portfolio Manager.  Specifically, the HCD lead will:
  • Build user research plans
  • Create customer journey maps
  • Define customer pain points and bright spots along the customer journey
  • Conduct idea testing through A-B testing
  • Create survey design plans
  • Interpret qualitative and quantitative data to establish performance improvement recommendations
  • Leads development of prototypes / mock-ups to test idea
  • Serves as content strategist
Required Skills and Experience:
  • Experience with interaction design, design planning, anthropology and sociology.
  • Experience with design process, user research, identifying themes, define recommendations
  • Minimum of 6 years of professional experience; BA or BS Degree required.
ERPi, a service-disabled veteran owned small business specializing in management consulting for the federal government (  ERPi is undergoing a period of significant growth and offers talented candidates a chance to perform project management, strategic planning, process improvement, quality management, data analysis, and human capital planning on some of the Federal government’s largest and most complex business challenges. Our work environment is highly entrepreneurial and is staffed with some of the brightest and most capable technical and management consultants in the industry.  ERPi is committed to creating an environment for professional growth and success for our talented professionals, as evidenced by our strong retention rate and average tenure.  ERPi’s compensation and benefits plan is designed to attract and retain the industry’s most capable professionals and executives. We offer tuition reimbursement for selected graduate schools, 401(k) profit sharing, spot awards to recognize exceptional performance immediately, industry-leading health plans, and charitable donation matching, in addition to competitive base salaries.
Organization Supporting
As part of the MyVA effort to modernize VA’s culture, processes, and capabilities, VA created the VEO with the mission of building trusted, lifelong relationships with Veterans, their families and supporters. This new office, in close coordination with VA’s Administrations and staff offices, strives to make every contact Veterans and their families have with VA predictable, consistent, and easy, whether in-person, by phone, online or by postal mail.
VEO has three primary roles:
1. Representing the voice and perspective of Veterans and their families in VA departmental governance. Clearly articulating the needs of VA customers and ensuring VA resources are allocated on the basis of the best return to meet those customer needs. Working to integrate and coordinate VA resources across physical and virtual interactions with Veterans to ensure delivery of excellent healthcare and benefit experiences.
2. Designing, implementing, and managing a portfolio of enterprise level, customer-centric projects that will simplify customers’ interactions with VA and help Veterans understand and access care and services provided by VA and their local communities.
3. Supporting VA “mission owners”—those leaders responsible for delivering, day-in and day-out, VA care, services, products to Veterans—in meeting their goals for improving customer experience.

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