UX/CX Researcher

We seek a talented mixed-methods researcher to join a growing Agile product team focused on delivering analytics dashboards and Voice of the Customer insights for our client, while also discovering and eventually validating AI-driven solutions to CX and service challenges. As a UX/CX Researcher, you have a pivotal role in advocating for the external customer and VOC user while collaborating with the stakeholders and across functions within the team to bring an actionable Voice of the Customer program to life.   
 
You will be responsible for conducting quantitative and qualitative research, synthesizing secondary research, and translating research into powerful stories. You will distil findings into actionable insights, advocate for customer and user needs, collaborate on the design of data visualizations and dashboards, and validate them with users, and more. 

 

This role will be embedded in a high-profile and fast-paced project with the US Department of State Consular Affairs as part of a broader team of Human Centered Design professionals discovering and delivering IT products for numerous federal agencies. 

 

Key Responsibilities  

• Work to support the vision and strategy established by project leadership in alignment with business objectives 

• Collaborate to form questions, hypotheses, and methods to effectively uncover insights and execute research plans to inform product and user experience decisions. 

• Help drive empathy and validate concepts by conducting interviews and surveys, developing personas, and conducting other research. 

• Activate the insights drawn from surveys, analytics, and quantitative data by identifying key opportunity areas in the context of strategic direction 

• Help teams iterate by testing solutions for usability and accessibility, running feedback sessions, and conducting related research. 

• Communicate study results and user outcomes clearly and in an unbiased way, using data to illustrate your user's story and deliver actionable insights. 

• Partner with data scientist and BI analyst to develop visualizations and interpret data/analytics.  

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Basic Qualifications  

• Bachelor's degree in psychology, social sciences, behavioral science, human computer interaction, human factors, or related field. 

• 3+ years of UX or CX research experience applied to digital experiences. 

• Able to provide a case study demonstrating your research process and deliverables, including qualitative and quantitative insights, rich storytelling, and product recommendations. 

• Candidate must reside in the US, be authorized to work in the US, and work must be performed in the US. 

• Candidate must have resided in the US 3 of the last 5 years. 

• Candidate must be eligible for public trust and secret clearance. 

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Preferred Qualifications  

• Master’s degree in psychology, social sciences, behavioral science, human computer interaction, human factors, or related field. 

• Knowledge of WCAG 2.0 Level AA / Section 508 compliance preferred. 

• Experience in federal IT contracting preferred. 

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Professional Skills  

• Complete tasks effectively and on schedule as part of a broader development team. 

• Participate in an Agile process to learn quickly and iterate on your project's user experience. 

• Understand research ethics and best practices to protect participants and control bias, including informed consent, personally identifiable information, NDAs, and related concepts. 

• Strong research skills across quantitative, qualitative, and design-based methods. 

• Expert storyteller with demonstrate excellence in written, visual, and verbal communication. 

• Ability to work successfully with a cross-functional, diverse, and distributed remote development team. 

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Working at ICF

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