[Hiring] Senior Designer/Researcher - Interactive Voice Response (IVR) @Nava PBC

Role Description

Nava is at the forefront of reimagining how our government serves its people, and we’re looking for a Senior Designer/Researcher to help drive this mission forward.

As a Senior Designer/Researcher at Nava, you’ll drive the design and research efforts of our work with the government, for programs that affect millions of Americans. You’ll lead work on cross-functional teams, moving from concept to implementation and championing user needs with everything from user research to prototyping to designing systems. You’ll bring us closer to the people we ultimately serve, helping deliver high-quality work that is simple, empathetic, and accessible.

You will be working within the government ecosystem, collaborating dynamically with other government contractors and civil servants. This means you'll likely encounter different working styles, and cultural norms, and be responsible for maintaining order and focus in complex stakeholder ecosystems.

What you'll do

• Lead discovery and redesign of individual-income-tax IVR journeys, beginning with refund-status and other high-volume intents
• Prioritize, plan, and deliver roadmap-level design and research initiatives on projects
• Apply a human-centered design mindset to challenges by relentlessly focusing on user needs
• Drive understanding of users, by running quantitative and qualitative user research initiatives and sharing findings with internal and external collaborators
• Collaborate with cross-functional teams to deliver design work, including discovery artifacts, diagrams, user flows, high-fidelity prototypes, and design systems
• Collaborate with multidisciplinary Nava product teams and government staff to turn complex requirements into simple and accessible digital experiences

Qualifications

• Experience with complex call-flow and operational journey mapping, facilitation with program and call-center staff, and ability to translate research into implementable IVR requirements and measurable outcomes
• At least five years of experience working as a designer working in product teams within a professional working environment
• Experience mapping and driving systemic improvements within complex service environments
• Experience in designing, testing, and implementing digital services
• Experience designing with web and responsive user interface best practices
• A relentlessly curious mindset that is never satisfied with easy answers and able to quickly pick up new knowledge
• Equal parts systems thinker and advocate for users
• Highly resourceful, reliable, organized, and detail-oriented
• Ability to think strategically around trade-offs and short-term vs. long-term benefits in complex ecosystems
• Ability to build and form strong collaborative relationships with the internal team and external partners
• An adaptive, empathetic, and positive mindset
• Excellent communication skills

Requirements

• Legal authorization to work in the United States
• Ability to meet any other requirements for government contracts for which candidates are hired
• Work authorization that doesn’t require visa sponsorship, now or in the future
• May be subject to a government background check or security clearance, depending on the contract

Benefits

• Health coverage — comprehensive medical, dental, and vision plans to support your overall health needs
• Insurance coverage — Nava provides disability, life, and accidental death insurance at no cost
• Time off — vacation, holidays (including Juneteenth), and floating holidays to rest and recharge
• Company holidays — enjoy 12 paid federal holidays each year on top of your regular PTO
• Annual bonus — when Nava meets its goals, eligible employees receive a performance-based annual bonus
• Parental leave — paid time off for new parents, plus weekly meals delivered to your home
• Wellness program — full platform offering physical, mental, & emotional health resources & support tools
• Virtual care — see doctors online with no copay through a virtual visit program (depending on available providers)
• Sabbatical leave — earn extended unpaid leave after continuous service for personal growth or rest
• 401(k) match — Nava matches 4% of your salary to support your retirement savings plan
• Flexible work — remote-first environment with flexibility built around your schedule and responsibilities
• Home office setup — company laptop & setup assistance provided via Staples for remote work needs
• Utility support — monthly reimbursement to help offset eligible home office utility expenses
• Learning opportunities — internal training programs and resources to help grow your professional skills
• Development opportunities — LinkedIn Learning access & an annual allowance for courses, tuition, & certs
• Referral bonus — get rewarded when you refer great people who join the Nava team
• Commuter benefits — pre-tax commuter programs to support in-office travel when applicable
• Supportive culture — A collaborative and remote-friendly team environment where people genuinely care