Customer Engagement User Experience Research Intern

The Executive Office of Technology Services and Security (EOTSS) is the lead enterprise technology organization for the Commonwealth of Massachusetts. Charged with driving the ongoing alignment of business and technology across the Commonwealth’s Executive Branch, EOTSS oversees and manages the enterprise technology, digital infrastructure and services, as well as the Commonwealth Security Operations Center and an enterprise Standard Operating Environment that includes an information security and risk management framework for over 125 state agencies and over 43,000 state employees.  We directly serve our constituents by providing digital services and tools that enable taxpayers, drivers, businesses, visitors, families and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure.

Our Mission: We provide technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.

EOTSS is seeking to hire a User Experience Research Intern to join the Customer Engagement Team. As a User Experience Research Intern, you will be leading a customer engagement survey and using the state’s data to help agency partners deliver efficient and effective government services and make data-driven public policy decisions. The intern will create a comprehensive report with visual data representations and help develop action plans based on the results. This project will give the intern hands-on experience in state government IT research and data analysis while providing valuable customer insights into IT service management within state government.  Intern would also be exposed to all secretariat/agencies supported by EOTSS.  Your work will help improve the lives of Massachusetts residents, businesses, and institutions.

The primary work location for this role will be 1 Ashburton Place, Boston, Massachusetts, 02108. The work schedule for this position is Monday through Friday, 9AM to 5PM EST. This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days.

Responsibilities:

• Research best practices for customer satisfaction surveys
• Develop survey questions that align with organizational goals
•  Design the survey using appropriate available tools
• Monitor response rates and send reminders as needed
• Clean and organize collected data
• Perform statistical analysis using appropriate software
• Identify trends, patterns, and correlations in the data
• Create visual representations of data (charts, graphs, infographics)
• Prepare a comprehensive report summarizing findings
• Develop actionable recommendations based on the analysis
• Create a clear, concise presentation of key findings
• Present results for management and relevant stakeholders

Required Qualifications:

• Statistical Techniques: Experience with basic applied statistical techniques.
• Deadline Management: Ability to produce high-quality output under tight deadlines.
•  Communication Skills: Excellent verbal, written, and visual communication skills for technical and non-technical audiences.