• This role serves as a UX Research expert responsible for leading discovery and usability testing initiatives to improve caseworker experience, reduce workload, and modernize eligibility and compliance processes. • Translate frontline user insights into actionable research artifacts that inform product decisions, automation opportunities, and a prioritized roadmap aligned with evolving regulatory requirements. • Lead UX discovery and usability testing sprints to identify pain points, inefficiencies, and opportunities for innovation within eligibility and compliance workflows. • Conduct qualitative user research including interviews, shadowing, and direct observation of frontline staff to understand real-world processes and constraints. • Analyze existing systems, integrations, and data flows to assess usability impacts and operational bottlenecks. • Map end-to-end user journeys to document current-state experiences and define future-state improvements. • Produce actionable UX deliverables such as journey maps, personas, user stories, usability findings, and supporting research artifacts. • Develop and maintain a prioritized roadmap of automation and modernization opportunities informed by research outcomes. • Collaborate closely with project managers, product managers, designers, developers, and program staff to translate insights into production-ready solutions. • Communicate complex research findings and design recommendations clearly to cross-functional and non-technical stakeholders. • Build strong, trusted relationships with stakeholders and represent the voice of the user throughout design and implementation efforts. • Support iterative and agile development processes by providing continuous UX input from ideation through execution.