Conduct qualitative and quantitative UX research, including interviews, usability testing, and surveys. Synthesize findings into actionable insights, personas, journey maps, and service blueprints. Create Figma wireframes and prototypes, collaborate with designers and engineers, support onboarding and product adoption, and advocate for Section 508 and WCAG accessibility across an enterprise AI platform.
We are Skyward.
That is, a love for people, for improvement, for human advancement through information technology. We are a people-centered business with a desire to serve others. We are diverse and unified; creative and collaborative; a collection of complementary, not competing talents. And though on the surface we remain relaxed, beneath, a torrent of energy links us to our civic tech mission.
We stand by our values, and we won’t compromise on any of them.
Integrity: We’re conscientious, intentional, and empathetic. Our words and actions align. That’s our character. Please don’t ask us to play another part, we’re poor actors.
Compassionate: If we may borrow a quote from Theodore Roosevelt: “No one cares how much you know until they know how much you care.” Because our team is thoughtful and supportive, caring deeply for each other, our clients, and our work, this comes naturally.
Inquisitive: We remain students by failing openly and turning lessons into solutions.
Unconventional: For us, life isn’t what happens outside of work. Work happens inside of life and our culture erases the line often dividing the two.
Authentic: Made possible only because we embody the values listed above. We’re relaxed and fun yet intensely curious and driven. Team members are placed with thought, care, and precision to ensure that Trust, Truth, and Transparency continue to represent our brand.
Because of that, we continue Onward, Upward, and Skyward.
We need a UX Researcher / Designer.
Do you get a little thrill from watching a user do something you swore nobody would ever do, and then realizing they’re right and the design is wrong? Are you the person who asks, “but what were you actually trying to do?” until the real need falls out? If you can turn a messy pile of interviews into an insight the whole team rallies around, and then sketch the screen that fixes it, then please apply.
Let’s go Skyward together.
What you’ll do:
- Support a mission that matters. Help CMS deliver a world-class customer experience across its enterprise AI platform, grounding decisions in what users actually need.
- Turn research into insight. Plan and run interviews, usability sessions, and surveys - qualitative and quantitative - then synthesize the mess into findings people can act on.
- Dabble in design. Translate insights into low-fidelity wireframes and prototypes in Figma, partnering with the design team to shape and validate solutions (research-primary, but you get your hands on the pixels).
- Map the experience. Build personas, journey maps, and service blueprints that show how users interact with AI services and where it hurts.
- Champion accessibility. Keep Section 508 and WCAG front of mind so what gets built works for every user.
- Drive customer success and engagement. Feed research back into onboarding, training, and product decisions so adoption actually happens.
- Be the voice of the user. Bring evidence (and the occasional prototype) to a badgeless, one-team mix of engineers, designers, and CMS stakeholders.
What we'd like you to have:
- A bachelor’s degree and 5+ years in UX/HCD research (with hands-on design exposure) or a closely related field.
- A strong research toolkit: user research, usability testing, synthesis, and the ability to tell the story behind the data.
- Working design skills: comfort creating wireframes and prototypes in Figma, even if research is your primary craft.
- Familiarity with the USWDS and federal CX mandates.
- Fluency in modern research and design tools (Figma, Mural, Dovetail, or similar).
- Genuine accessibility awareness. 508 and WCAG are part of how you work, not an afterthought.
- Experience researching data-heavy or AI-driven products — dashboards, search, chat, or knowledge tools.
What would blow us away:
- You’ve got strong visual/interaction design chops. You can take a concept from sketch to polished, USWDS-aligned prototype.
- You previously supported CMS or another federal agency.
Even if you don’t meet 100% of the qualifications, we encourage you to apply. At Skyward, we’re focused on hiring individuals with the right skills and passion to grow, not just checking off every box.
And now the important part. What we offer you:
- Medical, dental, vision insurance
- 15 days of paid leave
- 7 days of sick leave
- 2 days bereavement leave
- 11 paid Federal holidays
- Up to 40 hours for jury duty
- 401K with 4% employer contribution (and no vesting period)
- Up to 4 weeks of paid paternity and maternity leave
- Company provided laptop
- $5,000 per year for professional development
- $600 per year for technical supplies and equipment
- $2,000 referral bonus
- Life and disability insurance
- HSA and FSA
- Legal Shield and ID Shield Voluntary Benefits
- Opportunity to work in a collaborative, motivated team focused on modernizing government services with cutting-edge technology and innovative solutions. Who says government work can’t be exciting!
At Skyward, we support flexible working hours and remote opportunities to help maintain a healthy work-life balance for all employees.
Offers of employment with Skyward are contingent upon acceptable results of a background investigation.
Applicants must have the ability to obtain and maintain a Public Trust security clearance due to the nature of our work as a government contractor.
Similar Jobs
Digital Media • Information Technology • News + Entertainment
Manages and grows a portfolio of local advertising clients by prospecting, building relationships, and driving revenue. Develops data-informed, cross-platform media strategies across linear TV, streaming, and digital channels; presents proposals, executes campaigns, tracks performance, and uses attribution insights to optimize outcomes. Maintains forecasts and pipelines, collaborates cross-functionally, resolves client challenges, and provides consultative recommendations aligned with business objectives. Requires a variable schedule, including nights, weekends, and overtime as needed.
Top Skills:
Ad TechnologyAttribution AnalyticsDigital AdvertisingLinear TvStreaming Video
Digital Media • Information Technology • News + Entertainment
Handle inbound and outbound retention calls to minimize churn by resolving issues, offering appropriate product bundles, renegotiating contracts, and meeting retention and revenue targets. Use empathy, active listening, and established sales frameworks to re-contract customers and support customer satisfaction initiatives. Must work variable hours, including nights and weekends.
Top Skills:
Billing ToolsInbound/Outbound Call CenterMs OutlookMs SuiteMs Teams
Cloud • Information Technology • Security • Software • Cybersecurity
Manage premium technical success relationships for strategic customers using web and email security solutions. Drive product adoption, implementation consulting, technical training, escalations, cloud update communications, and proactive environment recommendations. Partner with sales and product management to resolve complex infrastructure challenges, influence product requirements, and deliver customer value. The role requires advanced networking, security protocols, troubleshooting, and customer advisory expertise, with travel up to 25%.
Top Skills:
Ai/MlCiscoDlpEmail SecurityEnterprise NetworkingFiddlerIdsIpsJuniperL2/L3 DevicesLdapNetwork ProtocolsPacket Capture AnalysisSAMLSaseShell ScriptingSQLWeb SecurityWinmtrWiresharkZero Trust
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
