User Experience Researcher

Role Overview

We are looking for a User Experience Researcher to lead mixed-method research activities throughout the early stages of product discovery. This involves conducting generative interviews, contextual inquiries, concept and usability testing, and analyzing results into practical insights that drive product development.

Key Responsibilities

• Design and perform qualitative and quantitative research methods to uncover user needs and behaviors during product discovery.
• Define research questions and structure problem areas for new products with evolving directions.
• Develop comprehensive service journeys, ecosystem mappings, and touchpoint evaluations linking user experiences with backend systems and operations.
• Organize and facilitate workshops focusing on problem framing, ideation, prioritization, stakeholder alignment, and team collaboration.
• Translate research outcomes into design hypotheses, opportunities, and prioritized recommendations guiding design and product choices.
• Work collaboratively with product, design, and engineering teams, as well as agency stakeholders and public officers, both as research subjects and project partners.
• Effectively communicate research insights to diverse audiences, including technical staff and senior leadership, through clear reports and presentations.

Required Qualifications

• Minimum of five years' experience in UX research, service design, or product research, specifically in discovery phases for new products.
• Expertise in qualitative research approaches and the ability to integrate quantitative data when applicable.
• Portfolio showcasing service design deliverables like journey maps and service blueprints alongside various research outputs.
• Competency in workshop facilitation and experience engaging with diverse stakeholder groups.
• Comfort working independently in ambiguous settings, capable of devising and implementing research strategies with minimal supervision.
• Excellent stakeholder management and communication skills, able to articulate ideas clearly and succinctly.

Preferred Experience

• Background working in government, public sector, or similarly complex environments involving multiple parties.
• Knowledge of accessibility standards and inclusive design principles.
• Experience conducting research with external users like citizens and internal users such as staff and public officers.