Senior User Researcher, Human Centered Design and Human Factors

WHO WE ARE:

At Fors Marsh, we take on issues that matter. We are a team of researchers, strategists, and communicators working together to drive lasting change. We look at human behavior from all angles with a deep understanding of people and context to design solutions that influence decision-making and move people to action. Our work promotes health and well-being, shapes resilient communities, and builds effective and accountable institutions. We are a certified B Corporation and a Top Workplace for 7 consecutive years.

WHO WE ARE LOOKING FOR:

Fors Marsh is seeking an experienced research professional to support an upcoming federal contract focused on user research, human-centered design, and human factors professional services. This is a chance to shape how citizens interact with government systems, from benefits portals to public health tools, by leading research that turns real user insight into measurable design and policy improvements. The Senior User Researcher will serve as the technical anchor for a research team, setting the standard for methodological rigor while mentoring colleagues and engaging directly with government stakeholders.

Fors Marsh invests in the whole person, not just the professional, with benefits and a culture built around meaningful, mission-driven work. Team members join a community of researchers, strategists, and creatives united by a shared belief that rigorous evidence and creative problem-solving can reshape public institutions for the better. As a contingent hire tied to an active pursuit, this role offers the chance to get in early on a high-visibility federal engagement and grow into a long-term leadership position as the program scales.

This position is a contingent hire, meaning it is contingent on Fors Marsh winning an upcoming proposal. The interview process will be the same as our standard process, the offer letter (should we decide to move forward) will serve as a letter of commitment.

Responsibilities include:

• Lead the planning, design, execution, analysis, and reporting of user research studies across the full research lifecycle, from discovery through validation.
• Recommend and defend appropriate research methodologies and study designs based on program goals, timelines, and constraints, drawing on both qualitative approaches (interviews, contextual inquiry, diary studies) and quantitative approaches (usability metrics, surveys, statistical analysis).
• Ensure every research activity meets accepted, evidence-based user research practices and upholds rigorous scientific and ethical standards.
• Review research findings, synthesis, and recommendations for technical accuracy, clarity, and completeness before they reach government clients.
• Conduct usability and accessibility evaluations that account for the full range of users that government systems must serve, including people with disabilities and varying levels of digital literacy.
• Translate complex findings into clear, actionable recommendations that product teams, designers, and policymakers can act on immediately.
• Work closely with designers, product managers, and engineers to embed research insights directly into service design decisions, ensuring digital services are built around validated user needs rather than assumptions.
• Lead technical discussions and presentations with government stakeholders, representing research findings with confidence, nuance, and credibility.
• Advise on service design standards and best practices, helping government stakeholders align digital service delivery with federal guidance such as the U.S. Web Design System (USWDS) and Section 508 accessibility requirements.
• Provide technical guidance and mentorship to research staff, ensuring consistency, quality, and professional growth across studies and teams.
• Contribute to proposal development and capture efforts, including background research and study design recommendations for future opportunities.

Qualifications:

• A bachelor's degree in Human-Computer Interaction, User Experience, Psychology, Cognitive Science, Human Factors, Information Science, Anthropology, Sociology, Design Research, or a related discipline (advanced degree a plus).
• A minimum of eight years of professional experience conducting user research for digital products or services, ideally including federal or other public-sector clients.
• Demonstrated command of both qualitative and quantitative research methodologies, applied across a range of contexts and product maturities.
• Demonstrated expertise in digital service design and delivery, with experience researching and shaping end-to-end digital services, from initial concept through launch and iteration.
• Hands-on experience conducting usability and accessibility evaluations against recognized standards.
• A track record of translating research findings into recommendations that measurably shaped design or product decisions.
• Exceptional written, verbal, facilitation, and presentation skills, with the composure to lead discussions in front of senior government stakeholders.
• Comfort working in fast-moving, mission-driven environments where research directly informs how millions of people experience government services.
• Must be a U.S. Citizen and consent to a full background check due to our federal contract requirements.
• Applicants will be subject to a low-level government security investigation and must meet eligibility criteria for access to sensitive information.

Preferred, not required qualifications:

• Experience working in a consulting or professional services environment, managing client relationships and delivering research under fixed timelines and shifting priorities.
• Prior experience with federal agencies; experience at or with CDC, IRS, and/or DHS strongly preferred.
• Demonstrated familiarity with federal CX and accessibility policy, including Section 508 and OMB guidance on digital experience; DHS Trusted Tester preferred.
• Experience working in agile or scrum-based delivery environments, collaborating closely with product and engineering teams on sprint-based delivery cycles.
• Experience mentoring or leading research staff on multi-study, multi-agency portfolios.
• Familiarity with human factors engineering standards and tools, such as the System Usability Scale, is a plus.
• Candidates with relevant professional certification, such as the Nielsen Norman Group (NN/g) UX Certification, ideally with a UX Research specialty, Certified Customer Experience Professional (CCXP) credential from the Customer Experience Professionals Association, or a comparable certification in user experience, usability, or research practice will be prioritized.

We Offer:

Our benefits typically meet or exceed our competitors’ packages. What’s in it for you?

• Ability to make an impact on people’s lives, both internal and external to the organization.

• Top-tier health and dental covered at 100% for employee coverage.

• Additional vision, and long and short-term disability options.

• Our company culture, which values balance and allows each employee to take leave as they require it to balance the responsibilities of both their work and home lives without worrying about depleting their available leave hours.

• A floating holiday bank so you can celebrate the days you value.

• Generous matching retirement contributions and no vesting period starting the 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 Fors Marsh staff-led affinity groups.

• Our employees receive product and service discounts through the certified B Corp network.

Position Status: Contingent. This position is contingent upon contract award and client approval. Hiring and start date will be dependent upon award, final staffing requirements, and completion of any required background investigation or access procedures.

Annual Salary: $110,000-$130,000

Internal FM Career Map: SRII

Req: 2030

Location: Remote, United States. #LI-Remote

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