UX Researcher

About This Role

This role is for a human-centered UX Researcher to help ensure services and customer experiences are grounded in a deep understanding of user needs, behaviors, and challenges. Applying human-centered design and evidence-based research practices, this role conducts and synthesizes qualitative and quantitative research to uncover insights, reduce customer friction, validate design decisions, and inform product, service, and operational improvements. Working closely with cross-functional teams, the UX Researcher translates findings into actionable recommendations and helps shape solutions that are useful, usable, accessible, and aligned with both customer and organizational goals.

Responsibilities

• Support the UX vision and strategy in alignment with project goals and business objectives
• Collaborate with stakeholders to frame the problem, develop hypothesis, and create research plans
• Conduct qualitative and quantitative research, including discovery interviews, usability testing, contextual inquiry, surveys, and journey-based research
• Develop and maintain research artifacts such as personas, journey maps, and experience assessments
• Analyze customer feedback to identify needs, pain points, and opportunities for improvement
• Synthesize research findings into clear, actionable, insights and recommendations
• Communicate research findings and user outcomes clearly, objectively, and persuasively
• Evaluate intake, onboarding, and enablement experiences to reduce customer friction and improve outcomes
• Inform service design, product, CRM/workflow improvements, training needs, and continuous-improvement priorities, through research-driven recommendations
• Partner with UX design, service design, product, engineering, and other cross-functional stakeholders to support decision-making and solution development
• Advocate for user needs and ensure users are involved throughout the design and validation process
• Apply human-centered design, accessibility, and federal service design principles to improve customer experiences
• Document research activities, findings, decisions, risks, and supporting evidence to ensure traceability and continuous improvement

Requirements

• U.S. Citizenship is required due to federal contract requirements
• Candidate must reside in the U.S., be authorized to work in the U.S., and all work must be performed in the U.S.
• Candidate must have lived in the U.S. for three (3) full years out of the last five (5) years
• Bachelor's degree in Human-Centered Design, UX Research, Psychology, Human Factors, Anthropology, Sociology, Design Research, Information Science, or related field; or a high school diploma with four (4) additional years of relevant experience in lieu of a bachelor's degree