Citi Stat Analyst (NCS) - Mayor's Office of Performance and Innovation

Baltimore City•Philadelphia, PA

8d•$68,702 - $89,363

About The Position

The Civic Designer is an applied research and design role within OPI’s Innovation Lab. The Civic Designer combines social-science research, human-centered design, data analysis, and project coordination to help Baltimore City agencies better understand service-delivery challenges and develop practical improvements. Working alongside agency staff, residents, data professionals, and technical teams, the Civic Designer conducts research, analyzes qualitative and quantitative evidence, maps services and processes, and develops and tests potential solutions. Projects may address resident-facing services, internal operations, digital tools, forms and communications, or broader priorities. Reporting to the Innovation Program Manager, the Civic Designer supports time-bound innovation projects from discovery through testing and implementation. The role also helps build the capacity of Baltimore City employees to use research, data, experimentation, and human-centered design in their everyday work.

Requirements

Bachelor’s degree from an accredited college or university in anthropology, sociology, psychology, public policy, public administration, urban planning, design, data science, statistics, economics, political science, or a related field.
Relevant experience conducting research, analyzing qualitative or quantitative data, supporting service or program design, coordinating cross-functional projects, or working with public-sector or community-based programs. Experience may include professional employment, fellowships, internships, academic research, community-based research, or substantial project work.
Equivalency Notes: Have an equivalent combination of education and experience.

Nice To Haves

Familiarity with human-centered design, service design, participatory design, behavioral science, or related approaches.
Knowledge of qualitative and quantitative social-science research methods.
Ability to plan and conduct interviews, observations, focus groups, surveys, and other research activities.
Familiarity with data cleaning, exploratory analysis, data visualization, GIS, or program evaluation.
Ability to learn and use analytical tools such as Power BI, ArcGIS, SQL, and Python.
Strong facilitation skills and the ability to support productive conversations with residents, frontline staff, technical specialists, and senior leaders.
Ability to develop prototypes and test ideas quickly using appropriate research and evaluation methods.
Strong writing, editing, presentation, and visual-communication skills.
Excellent organizational skills and the ability to manage multiple assignments, deadlines, and stakeholders.
Ability to work effectively in multidisciplinary teams and navigate ambiguity with curiosity and sound judgment.

Responsibilities

Plan and conduct interviews, focus groups, listening sessions, field observations, surveys, and other qualitative and quantitative research with residents and Baltimore City employees, and partners.
Observe services in their real-world settings to understand how policies, processes, technology, and organizational practices affect the experiences of residents and frontline staff.
Analyze research findings using methods such as thematic coding, synthesis, segmentation, and comparative analysis.
Develop research plans, interview guides, surveys, sampling approaches, and other research instruments appropriate to the project.
Translate research findings into clear insights, service requirements, opportunity areas, and recommendations.
Use inclusive and ethical research practices, particularly when working with communities that have historically experienced barriers to government services.
Combine resident experience, frontline expertise, operational data, and policy context to develop a complete understanding of service-delivery challenges.
Map resident journeys, staff workflows, business processes, decision points, and service-delivery systems.
Facilitate discovery workshops, co-creation sessions, process-mapping exercises, and concept-development activities with Baltimore City staff and community stakeholders.
Develop and test prototypes of forms, communications, web pages, workflows, service concepts, and operational tools.
Collect and analyze feedback from residents and staff and use the findings to refine proposed solutions.
Work with program, data, digital, and agency teams to transition successful concepts from pilot to implementation.
Document repeatable methods, templates, and lessons that can be used across Baltimore City government.
Clean, organize, join, and analyze administrative, operational, survey, geographic, and other data relevant to Innovation Lab projects.
Conduct exploratory and descriptive analyses to identify patterns, disparities, service gaps, and potential drivers of performance.
Use qualitative and quantitative evidence together to test assumptions and inform project decisions.
Develop maps, charts, dashboards, and other visual products that make complex information understandable and actionable.
Support the development of measures, baselines, targets, and evaluation plans for pilots and service improvements.
Assess whether tested interventions are improving resident experience, operational performance, equity, or other intended outcomes.
Support cross-functional Innovation Lab projects by maintaining workplans, documenting decisions, and tracking deliverables, commitments, and deadlines.
Coordinate interviews, workshops, research activities, partner meetings, and project briefings.
Identify emerging risks, unresolved questions, and decisions needed from the Innovation Program Manager or agency leadership.
Prepare research summaries, briefing materials, presentations, one-pagers, talking points, and implementation recommendations.
Develop compelling visual and written narratives that explain the problem, the evidence, the proposed solution, and the expected impact.
Present project findings and recommendations to agency teams, City leaders, and community stakeholders.
Introduce staff and partners to practical methods for user research, service design, data analysis, prototyping, and continuous improvement.
Develop templates, guides, and workshop materials that make Innovation Lab methods easier for agency teams to adopt.
Support office hours, training sessions, and other opportunities for staff and partners to receive research and design assistance.
Contribute to a culture of experimentation, learning, collaboration, and evidence-based decision-making across City government.