Key Responsibilities
• Plan and execute qualitative and quantitative user research throughout the product lifecycle.
• Conduct user interviews, contextual inquiries, surveys, usability testing, focus groups, and observational research.
• Analyze research findings and translate insights into actionable product roadmap recommendations.
• Develop personas, customer journey maps, empathy maps, and other Human-Centered Design (HCD) artifacts.
• Translate user research findings into product requirements and design recommendations.
• Establish UX success metrics and benchmarks to evaluate current and future-state experiences.
• Conduct remote moderated and unmoderated usability testing using industry-standard platforms.
• Collaborate with Product Managers, UX/UI Designers, Business Analysts, Developers, and stakeholders.
• Ensure research incorporates accessibility and inclusive design principles.
• Present research findings to executive leadership, business stakeholders, and technical teams.
• Support Agile product teams with continuous user feedback throughout development.
• Maintain research repositories, documentation, and best practices.
Minimum Qualifications
Education
• Bachelor''s degree required.
Required Experience
• Minimum two (2) successfully completed projects (defined as projects that have achieved full implementation and are operationally complete) demonstrating experience deriving product roadmap priorities from user research data.
Preferred Qualifications
• Experience conducting user research with diverse and vulnerable populations, including non-English speakers, individuals with disabilities, and senior citizens.
• Experience establishing UX benchmarks such as System Usability Scale (SUS), Time-on-Task, and similar usability metrics.
• Experience using remote unmoderated user testing platforms such as UserTesting, Optimal Workshop, or similar tools.
• Experience conducting research within Agile or SAFe environments.
• Experience supporting enterprise digital transformation or government modernization initiatives.
• Knowledge of accessibility standards, inclusive design principles, and WCAG guidelines.
Preferred Knowledge & Skills
User Research, Human-Centered Design (HCD), User Interviews, Contextual Inquiry, Usability Testing, Remote User Testing, UserTesting, Optimal Workshop, Survey Design, Quantitative Research, Qualitative Research, Research Synthesis, Persona Development, Customer Journey Mapping, Empathy Mapping, UX Benchmarking, System Usability Scale (SUS), Time-on-Task Analysis, Accessibility Research, Inclusive Research Methods, Agile Product Development, SAFe Methodology, Product Strategy, Stakeholder Facilitation, Data Analysis, Customer Experience (CX).
Desired Attributes
• Strong analytical and critical thinking skills.
• Excellent verbal, written, and presentation skills.
• Ability to communicate research findings to technical and non-technical audiences.
• Strong facilitation and stakeholder engagement skills.
• Passion for improving customer experiences through evidence-based research.
• Ability to manage multiple research initiatives in Agile environments.
• Commitment to accessibility, inclusion, and continuous improvement.
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