Digital User Experience Researcher

Internal Revenue Service•Fresno, CA

About The Position

The Digital User Experience Researcher works in the IRS Taxpayer Services, Office of Online Services. The role defines research problems and goals; designs and conducts qualitative and quantitative research and usability testing; evaluates findings; and recommends evidence-based ways to improve digital services and user experiences. The researcher uses site metrics and other research methods to analyze user behavior, investigate variations in digital service experiences, and identify opportunities to improve user interaction, satisfaction, brand loyalty, and use of computer programs. The position selects suitable UX methodologies and applications, determines what data to collect, develops study methods, supports taxpayer segmentation activities, and analyzes results. It also involves arranging usability studies, including recruiting and screening participants, scheduling sessions, and preparing test plans and scripts. The researcher consults with product managers, business leads, stakeholders, and UX colleagues; communicates findings to inform programmatic and technical decisions; documents study results; prepares recommendations and reports; and supports, designs, monitors, and measures UX initiatives. The announcement describes qualifications at GS-09, GS-11, and GS-12. Depending on grade, qualifications include assisting with or independently designing studies, conducting research and analysis, producing research artifacts such as journey maps, service blueprints, personas, and user stories, applying insights to improve digital products and services, and managing workload and deadlines. The position is subject to federal employment eligibility, probationary, suitability, and background-vetting requirements. Alternative work schedules and staggered work hours may be available.

Requirements

U.S. citizenship or nationality and proof of U.S. citizenship.
For males born after December 31, 1959, Selective Service registration or proof of exemption.
Provide two forms of identification for Personal Identity Verification; documents must be unexpired original or certified copies.
Meet the minimum federal employment age requirement: 18, or 16 with one of the stated education or vocational-training qualifications.
Meet the specialized-experience or education substitution qualifications for the applicable grade level.
GS-09 specialized experience: At least one year equivalent to GS-07 assisting with research study design, qualitative or quantitative research including usability testing or surveys, data analysis and documentation, research reports and artifacts, and applying insights to digital products and services. Specified graduate education or a related law degree may substitute.
GS-11 specialized experience: At least one year equivalent to GS-09 designing research studies, conducting qualitative or quantitative user research or usability testing and analysis, providing evidence-based recommendations, collaborating with stakeholders, and communicating insights through research artifacts. Specified doctoral-level graduate education or a related law degree may substitute; a combination of graduate education and experience may also qualify.
GS-12 specialized experience: At least one year equivalent to GS-11 identifying research needs; designing and conducting qualitative and quantitative research or usability testing; performing journey mapping, ecosystem mapping, and persona development; analyzing findings and providing evidence-based recommendations; collaborating with stakeholders; communicating insights through research artifacts; and managing workload, priorities, resources, and deadlines.
A college or university degree used to meet requirements generally must be from an accredited or pre-accredited institution recognized by the U.S. Department of Education. Foreign education requires evidence of U.S. equivalency.
Obtain and use a government-issued charge card for business-related travel.
Undergo applicable IRS suitability screening, tax verification, fingerprint/criminal history checks, personnel vetting, and continuous vetting enrollment.

Responsibilities

Define research problems and goals; design research studies; conduct qualitative and quantitative research and usability testing; evaluate findings and recommend evidence-based solutions.
Track UX research needs and goals and use site metrics tools to analyze user behavior and identify ways to improve end-user interactions with computer programs.
Investigate probable causes of variations in digital service experiences.
Select appropriate UX methodologies and applications, determine data to collect, formulate study methodologies, support implementation of taxpayer segments, and analyze data.
Coordinate usability studies, including recruiting and screening participants, scheduling sessions, and writing test plans and scripts.
Participate in studies, panels, and teams focused on Servicewide policy statements and written guidance for developing or modifying user experience designs, prototypes, and specifications.
Consult with product managers, business leads, and UX team members to conduct research, present findings, and support programmatic and technical decisions.
Monitor, evaluate, and document research studies and project results, and prepare final recommendations.
Create reports based on trends and user surveys and share observations with team members, stakeholders, and managers.
Support, design, monitor, and measure UX initiatives.
Facilitate stakeholder meetings to determine research needs, define research goals, and draft research plans.
At applicable grade levels, communicate research insights using artifacts such as journey maps, service blueprints, user stories, personas, ecosystem maps, flowcharts, or service blueprints, and collaborate with stakeholders to apply insights to digital products and services.
At the GS-12 level, apply workload-management methods to set objectives, organize resources, establish priorities, and manage deadlines.