CX​/UX Researcher

Tech Flow, Inc. is looking for a CX/UX Researcher to assist the Department of Homeland Security (DHS) in developing a strategy to enhance citizens' experience across DHS products and services. The CX/UX Researcher will support a Human-Centered Delivery culture focused on citizen-facing needs across diverse domains. As a member of the team, you will be supporting the development of a strategy to identify citizens' seamless and pleasant experiences while meeting the DHS business needs and requirements.

This strategy will include
1) identifying actionable and meaningful data sources (both current and future) to be used for gathering user data,
2) evaluating existing systems and process definition efforts across the organization, and
3) developing journey maps that build up a picture of the target users desired experience based on their needs, wants, motivations, and pain-points. A high-level implementation plan to include a pilot project and schedule that will validate the strategy will be developed and delivered to the DHS customer.

• Support the development of a strategy for CX/UX research including data identification and collection.
• Identify the best research approaches to get the right answers based on questions, timing, and resources.
• Participate in the execution of the strategy and plan for in-depth user experience research.
• Analyze qualitative and quantitative research findings, articulate insights for cross-discipline use, and strategize solutions from insights to support experience improvements.
• Support the synthesis of the research findings into actionable insights and recommendations that stakeholders can act on.
• Participate in the development and presentation of the strategy and plan to senior government personnel.

• 5+ years of proven experience in research roles with significant expertise in exploratory research and specifically identifying problems and which can be applied to improve customer experiences
• Experience with planning or implementing strategic initiatives as either a contributor or a lead
• Experience collaborating with management, stakeholders, and the team members frequently to propose initiatives, help foster adoption of technologies, and establish priorities
• Experience working within Agile, Scrum, or SAFe methodologies.
• Knowledge and experience executing qualitative/quantitative research methodologies and data analysis techniques with the opportunity to expand these skills and experiences
• Ability to acquire DHS EOD clearance (Entrance on Duty), which requires US Citizenship for eligibility

• Experience working with government agencies, federal agencies are a bonus