• 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.

• Build, manage, and refine customer-specific analytical workspaces within the PeakMetrics platform • Construct, test, and iterate on Boolean queries in the PeakMetrics platform to capture relevant narratives • Analyze social and digital media data surfaced by the platform to identify key narratives, trends, and amplification patterns • Translate platform outputs into clear, prioritized insights for non-technical audiences • Produce structured reports, briefs, presentations and visual storytelling artifacts based on PeakMetrics analysis • Partner with Customer Success and Commercial teams to ensure insights align with customer goals • Ask thoughtful questions to refine analysis and improve signal quality within the platform • Explore data hands-on when needed, including lightweight manual analysis, to validate patterns and sharpen insight • Continuously improve reporting clarity, relevance, and actionability through iteration

• Transform people data into meaningful insights that inform decision-making across the organization • Ensure the accuracy, integrity, and effective use of HR systems, survey data, and analytics • Own the analysis of employee surveys, translating results into trends and insights related to engagement, sentiment, and employee experience • Develop recurring and ad hoc people reports, dashboards, and analyses to support HR and business leaders • Identify and communicate key workforce trends, risks, and opportunities using quantitative and qualitative data • Provide operational recruiting support, enabling an efficient and data-informed hiring process • Administer and optimize the HRIS to ensure high-quality, reliable data that supports reporting and analytics • Continuously improve people data processes, reporting accuracy, and system efficiency through automation and standardization

• Work with clients and technical resources to identify their business problems and develop the right approach and analytical solution • Plan and design simple to semi-complex business processes and system modifications • Make recommendations to improve and support business activities • Gather business requirements through a variety of techniques such as work sessions and interviews then analyze and document client complex business requirements and processes; communicate these requirements to appropriate parties • Create complex test case scenarios to be used in testing; monitor/oversee the testing of business applications to verify that all client requirements are incorporated into the system design • Develop business requirements documents/user stories to support the required modifications • May plan, allocate and monitor work of other business analysts • Understand simple to complex systems and related data to surface actionable insights, demonstrate sound judgment and decision-making skills • Assist in providing time estimates for project related tasks • Aid in updating process and procedural documentation • Develop basic understanding of technical development cycle of mobile application or web portals • Support QA, UAT and Release phases of the project via defect analysis, change maintenance, etc. • Any other task that may be assigned