Lead Quantitative and Qualitative Researcher

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Design and oversee both quantitative and qualitative research projects, which include surveys, interviews, usability tests, and ethnographic techniques.

• Direct the strategy, development, implementation, and analysis of surveys to derive actionable insights and gauge customer sentiment.

• Ensure that research methodologies adhere to ethical guidelines, including informed consent and safeguarding personally identifiable information.

• Integrate qualitative and quantitative data into insights that inform design, product, and policy decisions.

• Convert findings into comprehensive reports, personas, journey maps, service blueprints, and data visualizations.

• Offer strategic guidance on approaches to data visualization.

• Share research findings with government stakeholders and senior leadership.

• Collaborate with CX strategists, service designers, data scientists, and technologists to validate concepts, enhance usability, and improve service delivery.

• Employ Human-Centered Design and service design methodologies across both digital and non-digital interactions.

• Contribute to Voice of the Customer initiatives by analyzing feedback channels, comment streams, and behavioral data.

• Assist in developing a research strategy and roadmap that aligns with program and agency goals.

• Work with stakeholders to establish CX success metrics and assess research-driven recommendations.

• Connect research insights to service performance and outcomes to foster continuous improvement.

• Adapt to changing priorities and collaborate across various teams and disciplines in a contractor setting.

⛳️ Requirements

• Over 7 years of experience in UX/CX research, market research, human factors, behavioral science, or related fields.

• Bachelor’s degree.

• US Citizenship is required by federal regulations.

• Ability to obtain Public Trust clearance.

• Must reside in the United States and conduct work within the country.

• Familiarity with Figma for collaboration, workshops, prototyping, and wireframing tasks.

• Experience using Qualtrics for survey deployment and analytics.

• Experience with Usertesting.com or similar platforms for usability testing or interviews.

• Proficient in Microsoft Office for analysis, reporting, and team collaboration.

• Knowledge of Tableau, Power BI, or similar data visualization tools.

• Mastery of qualitative and quantitative research methods, advanced survey design, and mixed-methods synthesis.

• Experience in conducting service design and customer experience research, including journey mapping, Voice of the Customer initiatives, and pain-point analysis.

• Experience working with federal agencies.

🏝️ Benefits

• Equal opportunity employer.

• Reasonable accommodations provided throughout the application and employment processes.

• Confidential support for accommodations.

• Benefits offerings as referenced under the Transparency in Benefits Coverage Act.