Full-Time Customer Experience Research Associate

WHO WE ARE LOOKING FOR: The Fors Marsh Program Evaluation and Policy Analysis (PEPA) practice area seeks a Customer Experience Research Associate to join our Opportunity and Mobility team. Our mission is to optimize the efficiency, effectiveness, and satisfaction of government services by placing citizens at the center and leveraging human-centered insights. This role will lead large-scale customer experience research projects for public sector financial and citizen service clients. The Research Associate will manage complex, team-structured survey research initiatives and serve as a project manager, fostering strong client relationships. This position offers the opportunity to make a significant impact on public sector services by leading research that informs policy and improves citizen experiences with government agencies.

Responsibilities include:

• Lead multiple research projects for public sector clients focused on federal financial and citizen services (e.g., Department of Treasury, Department of Commerce, Social Security Administration).
• Lead the design, development, and implementation of both quantitative (IVR, CATI, web surveys) and qualitative (e.g., focus groups, interviews) customer experience and satisfaction research initiatives.
• Oversee all aspects of project management, including coordinating tasks, schedules, budgets, deliverables, and team members to meet project goals and objectives.
• Develop and maintain client relationships, understanding their needs, managing expectations, and providing continuous support across multiple concurrent projects.
• Manage all stages of the research process, including survey creation, data collection, cleaning, analysis, and reporting.
• Oversee the preparation and analysis of quantitative data, interpreting results from descriptive and inferential analyses to identify patterns and develop human-centered solutions.
• Create and deliver internal and external communications for both technical and non-technical audiences, summarizing research methods, interpreting results, detailing implications, and offering recommendations.
• Manage project budgets by aligning actual and projected costs and labor hours, identifying variances, and implementing solutions to address misalignments.
• Proactively identify potential obstacles to project completion and develop solutions, presenting these to project leadership.
• Establish and maintain high standards of quality control for personal work and the work of team members on assigned projects.
• Allocate and manage staffing resources effectively across multiple projects, ensuring optimal team performance and project outcomes.
• Apply expertise in customer satisfaction and market surveys to improve project methods and outcomes.
• Create and use organizational tools to manage multiple fast-paced projects and meet deadlines.

Qualifications:

• A master's degree in social sciences, business, or a related field. 
  
  
• A minimum of 4 years of applied experience contributing to customer experience (CX) research, preferably with Voice of the Customer research and for federal clients. 
  
  
• A minimum of 3 years of client-facing project management experience. 
  
  
• A Project Management Professional (PMP) certification is a plus. 
  
  
• Product management and road mapping experience is a plus. 
  
  
• Proven ability to lead projects and tasks, including managing budgets, staffing, and client relations.
  
  
• Robust understanding of social science methodology (e.g., evaluation design, survey research, statistical analysis).
  
  
• Proficient in at least one statistical analysis software package (STATA preferred, SPSS, or R).
  
  
• Strong proficiency using MS Excel for data management and analysis as well as MS PowerPoint to develop presentations for clients.
  
  
• Demonstration of strong verbal and written communication skills.
  
  
• Meticulous attention to detail across all project tasks (e.g., communications, schedules, reporting, budget).
  
  
• Applicants may be subject to a low-level government security investigation and must meet eligibility criteria for access to sensitive information.
  
  
• Must be a U.S. Citizen and consent to a full background check due to our federal contract requirements.