We are seeking a Lead mixed-methods researcher to join a multidisciplinary dynamic contractor team supporting a federal agency's customer experience and human-centered design initiatives. In this role, you will lead research efforts that generate actionable, data-driven insights to inform service design, digital product development, and policy decisions. You will work closely with stakeholders, CX strategists, designers, data analysts, engineers, and technologists to ensure that customer voices are embedded throughout the product and service lifecycle.
Key Responsibilities: - Design and lead quantitative and qualitative research studies including surveys, interviews, usability tests, and ethnographic methods.
- Lead survey strategy and creation, deployment, and analysis of results to uncover actionable insights and measure customer sentiment.
- Ensure research practices comply with ethical standards, including informed consent and protection of personally identifiable information.
- Synthesize qualitative and quantitative data into clear, compelling insights that inform design, product, and policy decisions.
- Translate findings into research artifacts such as reports, personas, journey maps, service blueprints, and data visualizations.
- Provide strategic direction to analysts on data visualization approaches, ensuring insights are understandable and actionable.
- Present findings to stakeholders across government agencies, including senior leaders, advocating for customer-centered improvements.
- Partner with CX strategists, service designers, data scientists, and technologist to validate concepts, improve usability, and enhance service delivery.
- Apply Human-Centered Design and service design principles across digital and non-digital touchpoints.
- Contribute to Voice of the Customer (VoC) programs by analyzing feedback channels, comment streams, and behavioral data. Contribute to a research strategy and roadmap aligned with program and agency priorities.
- Collaborate with stakeholders to define CX success metrics and evaluate the impact of research-driven recommendations on service quality and outcomes.
- Support continuous improvement efforts by linking research insights to service performance and outcomes.
- Thrive in a fast-paced contractor environment, adapting to evolving priorities and collaborating across multiple teams and disciplines.
Required Qualifications: - 7+ years of experience in UX/CX research, market research, human factors, behavioral science, or related disciplines.
- Bachelor's degree
- ship is required by the federal government for this position
- Must be able to obtain Public Trust clearance.
- MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply.
Preferred Qualifications: - Figma for collaborating, workshopping, prototyping and wireframing
- Qualtrics for survey deployment and analytics
- Usertesting.com or similar platforms for usability testing or interviews
- Microsoft Office for analysis, reporting, and cross-team collaboration
- Familiarity with Tableau, Power BI, or similar tools for data visualization
- Demonstrated expertise in both qualitative and quantitative research methods, including advanced survey design and mixed-methods synthesis.
- Proven experience conducting service design and customer experience research (e.g., journey mapping, VoC programs, pain-point identification).
- Demonstrated experience working with federal agencies
Working at ICF ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.
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We will consider for employment qualified applicants with arrest and conviction records.
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
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Candidate AI Usage Policy At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.
However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is:
$119,323.00 - $202,850.00
Nationwide Remote Office (US99)
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