Managing Researcher, User Experience

At Fors Marsh, we combine the power of science and strategy to shape the systems and experiences that shape people’s lives. Each day, we work with institutions and organizations that seek to disrupt markets, understand and influence behavior, drive action on a national scale, and create a positive impact. Our approach extends far beyond our client portfolio—as a certified B Corporation, we make a difference in our communities through corporate-sponsored employee volunteer programs and pro bono partnerships with values-aligned nonprofits. As a 2019-2023 Top Workplace, we are committed to putting people first and fostering a culture that reflects that commitment. We are proud to be an equal-opportunity employer, and we celebrate diversity and inclusivity as the foundation of a healthy, successful, and innovative work environment. Join us, and together we can work to ensure a better tomorrow.

Fors Marsh is seeking a Managing Researcher with expertise in customer and user experience (CX and UX) to join our growing team of interdisciplinary researchers, evaluators, and strategists to support our mission-driven projects within Fors Marsh’s Evidence and Insights Division. This position is ideal for a leader who is passionate about helping government agencies achieve their mission by delivering experiences that build trust and improve satisfaction. This individual will manage CX and UX research projects with federal clients as well as guide Fors Marsh’s pursuit and execution of research and evaluation projects to help clients measure and improve experiences. Successful candidates will possess subject matter expertise in human-centered design (HCD), federal policies and regulations about CX, and have a track record of conceptualizing and leading projects that provide actional information to clients.

Responsibilities include:

• Supervising an interdisciplinary team of three-four UX researchers; mentoring staff about UX research methods and policies governing CX in the federal government.
• Managing the successful execution of medium-high complexity CX and UX projects, including scheduling, technical quality, budget management, and client satisfaction.
• Contributing to Evidence and Insight’s business development activities, including identifying opportunities, writing technical proposals, developing project budgets, and working directly with clients to develop an opportunity pipeline.
• Conceptualizing and delivering design-thinking workshops and technical assistance focused on experience strategies, clarifying problem spaces, product or service improvement, and aligning research agendas to organizational goals.
• Helping to shape and advance Fors Marsh’s perspective on CX and HCD through white papers, blogs, editorials, conference presentations, and other modes of leadership.
• Working collaboratively on cross-functional teams with UX designers and strategists in an Agile environment.

Qualifications:

• Graduate degree in social sciences, public policy, or a related field.
• A minimum of 8 years of post-graduate experience contributing to and leading CX or UX research and evaluation projects, preferably for federal clients.
• Demonstrated expertise in federal policies and regulations about CX, including the 21^st Century Integrated Digital Experience Act (and OMB guidance on implementation), the Executive Order on Transforming Federal Customer Experience, and the President’s Management Agenda preferred.
• Demonstrated ability to develop and maintain client relationships.
• Demonstrated ability to develop a variety of high-quality written and presentation work products and deliverables with minimal supervision.
• Demonstration of strong verbal and written communication skills, including proposal writing.
• Applicants are subject to a low-level government security investigation and must meet eligibility criteria for access to sensitive information.

We Offer:

Our benefits typically meet or exceed our competitors’ packages. What ways we are unique?

• Top-tier health, dental, vision, and long and short-term disability coverage are all covered at 100% for employee coverage.
• Remote Work
• Our company culture, values, and balance. We work around individuals’ personal realities while always accomplishing what’s expected of us.
• We provide a floating holiday bank so you can celebrate the days you value.
• Generous matching retirement contributions and no vesting period in your third month of employment.
• Dedicated training and development budgets to expand your expertise and grow your skillset.
• You can volunteer your way with paid time off.
• You can participate in FMG staff-led affinity groups.
• Our employees receive product and service discounts through the certified B Corp network.

Salary Range: $132K to $160K

Location: Remote. United States Residents only.

EOE: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.