Remote Customer Experience Jobs in Reston, VA (NOW HIRING)

The Customer Experience Designer will lead efforts to conceptualize, design, and refine user journeys by integrating human-centered design principles with data-driven insights. This position serves as a strategic partner to stakeholders, ensuring that customer experience initiatives are aligned with program objectives, user needs, and operational feasibility.

Ardent Eagle Solutions (AES) is seeking a Customer Experience Designer to support a Department of Commerce (DOC) program. This role is responsible for shaping and optimizing end-to-end user experiences across digital and service delivery platforms.

• Conceptualize, design, and develop end-to-end customer experience pathways across systems and services
• Define and document customer journeys, touchpoints, and interaction models
• Provide leadership and guidance on user experience (UX) best practices, establishing standards for use across development teams
• Translate user needs and behavioral insights into actionable design strategies and solutions
• Conduct and support customer research activities, including surveys, usability testing, and user studies
• Analyze qualitative and quantitative data to inform design decisions and experience improvements
• Develop and present data-driven recommendations to stakeholders and program leadership
• Create design artifacts, including:
  • Wireframes
  • Storyboards
  • Functional specifications
  • Experience maps and user flows
• Collaborate with cross-functional teams (developers, analysts, program staff) to ensure alignment between design and implementation
• Evaluate and assess the feasibility and impact of customer experience initiatives
• Enhance and refine testing methodologies, incorporating innovative techniques to improve user experience outcomes
• Serve as a champion for user-centered design, advocating for best practices throughout the development lifecycle

• Approximately 6 years of experience in customer experience (CX), user experience (UX), service design, or a related field
• Demonstrated experience designing and implementing user-centered design solutions
• Strong understanding of human-centered design principles, usability, and accessibility standards
• Experience conducting user research and translating findings into design improvements
• Ability to synthesize complex data into clear, actionable insights and recommendations
• Proficiency in developing design documentation and artifacts to guide implementation
• Strong collaboration and communication skills, with the ability to influence cross-functional teams

Bachelor's Degree (BA/BS) in Design, Human-Computer Interaction, Psychology, Communications, or a related field

• Equivalent combination of education and relevant experience may be considered in lieu of a degree

• Certified Usability Analyst (CUA)
• Human-Centered Design (HCD) or UX certifications
• Agile or Scrum-related certifications (e.g., Certified ScrumMaster - CSM)

The compensation range for this position is $100,000 - $135,000 per year. Compensation will be discussed in greater detail with candidates who advance in the interview process, allowing for a comprehensive evaluation of qualifications and alignment with role requirements.

Compensation Disclaimer:The salary range provided for this position represents a general guideline. Final compensation will be determined at the Company's discretion based on a variety of factors, including but not limited to relevant experience, skills, education, internal equity, geographic location, and contract requirements. Not all candidates will be eligible for the upper end of the salary range.

This is a fully remote position, and employees are not required to report to a physical office. Candidates must be able to work independently in a remote environment and maintain a reliable internet connection.

Standard working hours are based on a 40-hour work week, Monday through Friday, with expectations to be available during established business hours as determined by the team or client.

At Ardent Eagle Solutions, we offer a comprehensive benefits package to our employees and their families:

• Medical/Dental/Vision Coverage
• Matching 401(k) Plan
• Continuing Education Assistance
• Paid Time Off

This job description is intended to describe the general scope of work and level of work that is needed to perform while on task with Ardent Eagle Solutions. Other duties may be assigned. Selected candidates may undergo a government security investigation and must fulfill eligibility criteria for accessing classified information. US citizenship may be a prerequisite for certain roles.

Ardent Eagle Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to disability or protected veteran status.