Senior Designer/Researcher – Interactive Voice Response (IVR)

Nava

. Lead discovery and redesign of individual-income-tax IVR journeys, beginning with refund-status and other high-volume intents .

Posted 10/6/2026full-timeRemote • United StatesSenior💰 $126,000 - $143,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in human-centered design and complex call-flow mapping, with a strong ability to translate research into actionable IVR requirements. Proven experience in collaborating with cross-functional teams to create accessible digital experiences and drive systemic improvements in service environments.

Highest-signal resume keywords

Human-Centered DesignComplex Call-Flow MappingDigital Service DesignUser Research InitiativesCollaboration with Cross-Functional Teams

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

IVR Journey DesignOperational Journey MappingUser Flow DevelopmentHigh-Fidelity PrototypingWeb and Responsive UI Best PracticesSystems ThinkingQuantitative and Qualitative ResearchDesign System ImplementationMeasurable Outcome TranslationService Improvement Mapping

Soft Skills

Excellent Communication SkillsResourcefulOrganizedDetail-OrientedEmpathetic Mindset

Industry Keywords

Government ContractsStakeholder EcosystemsCollaborative RelationshipsUser AdvocacyProgram Facilitation

About the role

Key responsibilities & impact

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
Apply human-centered design focused on user needs
Run quantitative and qualitative user research initiatives and share findings with internal and external collaborators
Collaborate with cross-functional teams to deliver 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
Work with government contractors and civil servants across complex stakeholder ecosystems

Requirements

What you’ll need

Experience with complex call-flow and operational journey mapping
Facilitation with program and call-center staff
Ability to translate research into implementable IVR requirements and measurable outcomes
At least five years of experience working as a designer in product teams within a professional working environment
Experience mapping and driving systemic improvements within complex service environments
Experience designing, testing, and implementing digital services
Experience designing with web and responsive user interface best practices
Human-centered design mindset
Systems thinking and user advocacy
Resourceful, reliable, organized, and detail-oriented
Ability to think strategically about trade-offs and short-term versus long-term benefits
Ability to build collaborative relationships with internal teams and external partners
Adaptive, empathetic, and positive mindset
Excellent communication skills
Legal authorization to work in the United States
Ability to meet requirements for applicable government contracts
Work authorization that does not require visa sponsorship now or in the future
May be subject to a government background check or security clearance

Benefits

Comp & perks

Comprehensive medical, dental, and vision plans
Disability, life, and accidental death insurance at no cost
Vacation, holidays, and floating holidays
12 paid federal holidays annually
Performance-based annual bonus for eligible employees
Paid parental leave plus weekly meals delivered to your home
Wellness platform with physical, mental, and emotional health resources
Virtual doctor visits with no copay, depending on available providers
Extended unpaid sabbatical leave after continuous service
401(k) with 4% salary match
Remote-first flexible work environment
Company laptop and home office setup assistance
Monthly reimbursement for eligible home office utility expenses
Internal training programs and professional development resources
LinkedIn Learning access and annual allowance for courses, tuition, and certifications
Referral bonus
Pre-tax commuter benefits
Collaborative and remote-friendly team environment