Senior Mixed-Methods Research Manager

Key Responsibilities:

• Design and lead quantitative and qualitative research studies including surveys, interviews, usability tests, and ethnographic methods.
• Lead survey strategy and creation, deployment, and analysis of results to uncover actionable insights and measure customer sentiment.
• Ensure research practices comply with ethical standards, including informed consent and protection of personally identifiable information.

Synthesize & Translate:

• Synthesize qualitative and quantitative data into clear, compelling insights that inform design, product, and policy decisions.
• Translate findings into research artifacts such as reports, personas, journey maps, service blueprints, and data visualizations.
• Provide strategic direction to analysts on data visualization approaches, ensuring insights are understandable and actionable.

Partner & Contribute:

• Partner with CX strategists, service designers, data scientists, and technologist to validate concepts, improve usability, and enhance service delivery.
• Contribute to Voice of the Customer (VoC) programs by analyzing feedback channels, comment streams, and behavioral data.
• Contribute to a research strategy and roadmap aligned with program and agency priorities.