This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Research Manager - REMOTE. In this role, you will join a dynamic contractor team dedicated to enhancing customer experience and human-centered design for a federal agency. By leading mixed-methods research efforts, you'll generate data-driven insights that inform service design, product development, and policy decisions. You will collaborate closely with stakeholders and cross-functional teams to ensure that customer perspectives are integrated throughout project lifecycles, ultimately advocating for improvements that enhance service quality and outcomes.
Accountabilities
- Design and lead quantitative and qualitative research studies including surveys, interviews, usability tests, and ethnographic methods.
- Lead survey strategy and create, deploy, and analyze 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 technologists 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.
- 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.
Requirements
- US Citizenship 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.).
- 7+ years of experience in UX/CX research, market research, human factors, behavioral science, or related disciplines.
- Bachelor’s degree in Psychology, Sociology, Anthropology, Human Factors, HCI, Behavioral Science, UX Research, Service Design, Public Policy, or related field.
Benefits
- Opportunity to work remotely from the United States.
- Collaborative and supportive team environment.
- Contributions to meaningful projects that impact customer experience.
- Professional development opportunities and career growth potential.
- Access to cutting-edge technologies and methodologies in research.
Why Apply Through Jobgether?
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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