Senior User Researcher

📍 Job Overview

Job Title: Senior User Researcher

Company: City of New York

Location: Brooklyn, NY, United States

Job Type: Full-time

Category: User Experience Research / Product Development Operations

Date Posted: August 06, 2026

Experience Level: 5-10 years

Remote Status: On-site

🚀 Role Summary

• Lead end-to-end user research initiatives, encompassing generative, evaluative, and mixed-methods approaches, integrated with desk research and data analytics.

• Translate complex qualitative and quantitative research findings into clear, actionable recommendations for product development teams and project stakeholders.

• Establish and maintain robust research operations, including a specialized participant recruitment pipeline tailored for a government context.

• Serve as the team's methodological quality assurance, reviewing study designs and conclusions to ensure rigor and prevent failure modes.

• Drive the development and implementation of methodological standards to ensure mixed-methods approaches are sufficiently rigorous to inform critical decisions.

📝 Enhancement Note: This role is positioned within the City of New York's Office of Technology and Innovation (OTI), specifically on the Product Development team. The focus on "shortening new construction permitting" indicates a strong emphasis on process optimization, workflow efficiency, and the direct impact of user research on governmental service delivery. The "Senior" title suggests a need for strategic thinking, mentorship, and leadership in research practices.

📈 Primary Responsibilities

• Spearhead the design and execution of comprehensive user research studies, from initial generative exploration to in-depth evaluative testing, utilizing a blend of qualitative and quantitative methodologies.

• Synthesize insights derived from user interviews, surveys, usability testing, analytics data, and existing documentation to inform product strategy and roadmap development.

• Effectively communicate research findings and strategic recommendations to a diverse audience, including executive leadership, external stakeholders, and technical teams, using clear and accessible language.

• Design and manage participant recruitment strategies that thoughtfully address the needs of New Yorkers, including those with language, disability, or digital-access barriers, ensuring inclusive and representative research outcomes.

• Develop and implement a sustainable research operations framework, including reusable methods, templates, and a robust recruitment pipeline, to empower the wider design and product teams.

• Act as a subject matter expert in user research methodologies, providing guidance and quality assurance for studies conducted by other researchers and designers to uphold rigorous standards.

• Define and codify methodological standards to ensure the integrity and actionable impact of mixed-methods research, ensuring findings are robust enough to support critical decision-making.

• Manage special projects and cross-functional initiatives as assigned, contributing research expertise to emergent needs and strategic priorities within OTI.

📝 Enhancement Note: The responsibilities emphasize a hands-on approach to research leadership, requiring the ability to not only conduct research but also build the infrastructure for it within a government setting. The focus on "methodological quality bar" and "codify guardrails into shared standards" points to a need for someone who can establish best practices and ensure consistency in research execution across multiple projects and team members.

🎓 Skills & Qualifications

Education:

• A baccalaureate degree from an accredited college in computer science, engineering, human computer interaction, interactive media, digital and graphics design, data visualization, communication, or a closely related field.

• Alternatively, an associate degree from an accredited college in one of the aforementioned fields. Experience:

• A minimum of four years of satisfactory full-time experience directly related to the area(s) required by the position, with a specialization in relevant technology, process, methodology, and/or domain, if holding a baccalaureate degree.

• A minimum of six years of satisfactory full-time experience directly related to the area(s) required by the position, with a specialization in relevant technology, process, methodology, and/or domain, if holding an associate degree.

• A minimum of eight years of satisfactory full-time experience directly related to the area(s) required by the position, with a specialization in relevant technology, process, methodology, and/or domain, if not holding a degree.

• Equivalent combinations of education and experience will also be considered. Required Skills:

• Proven expertise in leading end-to-end user research, including generative, evaluative, and mixed-methods approaches.

• Strong capability in synthesizing qualitative and quantitative data into actionable insights and strategic recommendations for product development.

• Demonstrated experience in designing and managing participant recruitment pipelines, particularly within complex or regulated environments.

• Excellent communication and presentation skills, with the ability to articulate research findings clearly to diverse audiences, including leadership and technical teams.

• Deep understanding of methodological rigor and quality assurance in research design and execution.

• Experience in establishing and maintaining research operations, including documentation, templates, and best practices.

• Familiarity with accessibility considerations and inclusive research design for diverse user populations.

• Proficiency in translating user needs and pain points into product requirements and design improvements. Preferred Skills:

• Experience conducting user research within a government or public sector context.

• Familiarity with data analytics tools and integrating quantitative data with qualitative research findings.

• Experience in process optimization and workflow analysis, particularly related to government services or permitting processes.

• Ability to mentor junior researchers and designers, fostering a strong research culture.

• Knowledge of specific technologies and systems relevant to municipal government operations.

• Experience with agile development methodologies and cross-functional team collaboration.

📝 Enhancement Note: The experience requirements are structured to accommodate varying educational backgrounds, emphasizing practical, specialized experience. The required skills list is derived from the core responsibilities, highlighting the blend of research execution, operational setup, and communication necessary for a senior role. Preferred skills add value by aligning with the specific context of government technology and process improvement.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated collection of research projects showcasing end-to-end execution, from initial problem definition to actionable recommendations and observed impact.

• Case studies demonstrating the application of generative, evaluative, and mixed-methods research to solve complex user problems.

• Examples of research syntheses that clearly translate raw data into strategic insights and practical product development guidance.

• Documentation of research operations established, including participant recruitment strategies and reusable research templates or frameworks.

• Evidence of contributions to methodological standards, process improvements, or quality assurance within a research team. Process Documentation:

• Detailed descriptions of research methodologies employed, including rationale for choosing specific methods and how they were adapted for accessibility and government context.

• Workflow examples illustrating how research findings were integrated into product development cycles and influenced decision-making.

• Examples of how qualitative and quantitative data were combined to provide a holistic understanding of user needs and system performance.

• Documentation of challenges encountered in research operations (e.g., recruitment in a government setting) and how they were overcome.

📝 Enhancement Note: For a Senior User Researcher role, particularly in a government context focused on process improvement, the portfolio should not only showcase research skills but also the ability to build and standardize research practices. Emphasizing the translation of research into actionable recommendations and demonstrating impact on process efficiency will be key.

💵 Compensation & Benefits

Salary Range: $150,000+ (as indicated in additional information) with a compensation band of $75,000 - $160,000 USD per year. The provided salary band suggests a potential for negotiation and reflects the "Senior" level and specialized nature of the role within a major city government.

Benefits:

• Comprehensive health insurance coverage.

• A competitive benefits package, typical of public sector employment, which may include:

  • Retirement savings plans (e.g., pension, 401(k) or 403(b) equivalents).

  • Paid time off, including vacation, sick leave, and holidays.

  • Potential for professional development and training opportunities.

  • Life insurance and disability coverage.

  • Commuter benefits. Working Hours:

• Standard workweek of 40 hours.

• Due to the operational needs of a 24/7 government environment, candidates should be prepared for potential work across various shifts, including weekends and evenings, as required by the role's duties.

📝 Enhancement Note: The salary range provided ($75,000 - $160,000) is broad, but the "$150,000+" notation in the additional information suggests the target for this Senior role is likely at the higher end. Researching similar Senior User Researcher roles in New York City government and large public sector organizations will provide further context for salary expectations. The mention of "24/7 operation" and potential for varied shifts is a critical operational detail for candidates.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government Technology & Innovation. The City of New York's Office of Technology and Innovation (OTI) operates at the intersection of public service and technological advancement, aiming to leverage technology to enhance citizen services, improve government efficiency, and drive opportunity across the city.

Company Size: The City of New York is one of the largest municipal governments in the world, employing hundreds of thousands of individuals across numerous agencies and departments. OTI, while a specific office, is part of this vast ecosystem, indicating a large, complex organizational structure with diverse career paths.

Founded: While OTI itself is a more recent consolidation of technology efforts, the City of New York government has a long history dating back centuries. This historical context implies established processes, a commitment to public service, and a culture that balances tradition with innovation.

Team Structure:

• The Product Development team is cross-functional, likely comprising researchers, designers, product managers, engineers, and policy experts, all working collaboratively.

• The Senior User Researcher will report within this team, with potential for broader influence across OTI and other city agencies that utilize the developed systems.

• Collaboration is essential, particularly with teams focused on expediting new construction permitting processes, requiring close work with agencies involved in urban development and building. Methodology:

• OTI emphasizes a data-driven and user-centric approach to technology development, aiming to build digital government services that are accessible, efficient, and impactful.

• Process optimization and workflow streamlining are core objectives, as evidenced by the focus on shortening permitting times.

• A commitment to innovation and leveraging cutting-edge technology to solve public sector challenges.

Company Website: www.nyc.gov/oti

📝 Enhancement Note: Understanding the scale and complexity of New York City government is crucial. OTI's mission is to modernize and improve services, meaning this role operates within a unique environment that balances public good, bureaucratic processes, and technological innovation. The "SPEED" team's focus on permitting highlights a specific, high-impact operational challenge.

📈 Career & Growth Analysis

Operations Career Level: This role is designated as "Senior," indicating a position requiring significant autonomy, expertise, and the ability to lead initiatives and mentor others. It sits above entry-level or mid-level researcher roles and is positioned to influence strategic decisions within the product development lifecycle.

Reporting Structure: The Senior User Researcher will likely report to a Product Lead, Director of Product Development, or a Head of Research/Design within OTI. They will collaborate closely with product managers, designers, engineers, and stakeholders from other city agencies.

Operations Impact: The Senior User Researcher's work will directly influence the efficiency and user experience of critical government services, specifically the new construction permitting process. By identifying and addressing user pain points, they will contribute to streamlining operations, reducing delays, and improving the overall effectiveness of city governance. This role has a tangible impact on businesses and individuals interacting with city services.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies or user populations relevant to government services (e.g., accessibility research, citizen engagement).

• Leadership: Transition into a Research Lead or Manager role, overseeing a team of researchers and shaping research strategy for larger initiatives.

• Process Improvement: Lead efforts to scale research operations, implement new tools and frameworks, and embed user research more deeply into city agency workflows.

• Policy Influence: Contribute research insights that inform policy decisions related to service delivery and digital transformation within the city.

• Cross-Agency Collaboration: Expand influence by working on projects that span multiple city agencies, gaining broader organizational knowledge.

📝 Enhancement Note: The "Senior" designation implies a path towards leadership and strategic influence, moving beyond individual contribution to shaping how research is done and utilized within the city government. The government context offers unique growth opportunities related to public policy and large-scale service delivery transformation.

🌐 Work Environment

Office Type: The role is explicitly stated as "On-site" and located in Brooklyn, NY. This suggests a traditional office-based work environment within a City of New York facility.

Office Location(s): Brooklyn, NY. Specific building details would typically be provided upon hire, but the location is confirmed.

Workspace Context:

• The workspace is likely part of a modern government office focused on technology and innovation, fostering a collaborative atmosphere.

• Expect access to standard office technology and potentially specialized research tools, depending on the team's setup.

• Opportunities for direct interaction with a diverse cross-functional team (designers, product managers, engineers) are inherent to the role.

• The environment will involve navigating a large, structured government organization, requiring adaptability and strong communication skills. Work Schedule:

• The primary schedule is Day shift, 40 hours per week.

• Crucially, candidates must be prepared for potential work outside standard hours, including weekends and evenings, due to the "24/7 operation" requirement of the role's duties. This flexibility is a key aspect of the work environment.

📝 Enhancement Note: The "On-site" requirement and the mention of potential shift work are critical environmental factors. Candidates should be prepared for a structured, potentially bureaucratic, but also impactful work setting within a large municipal organization.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of resume and application materials, with a focus on matching qualifications and experience to the job description.

• Portfolio Presentation: Candidates will likely be asked to present a portfolio of their user research work. This is a critical stage where they demonstrate their skills, methodology, and impact.

• Technical/Skills Assessment: This may involve a case study, a research design exercise, or a discussion focused on specific research methodologies and problem-solving approaches.

• Behavioral Interviews: Questions will assess cultural fit, collaboration style, leadership potential, and how candidates handle challenging situations.

• Stakeholder/Leadership Interviews: Interviews with hiring managers and potentially senior leaders to assess strategic thinking and alignment with OTI's mission.

Portfolio Review Tips:

• Curate Selectively: Showcase 3-5 of your most impactful projects that demonstrate end-to-end research capabilities, diverse methodologies, and clear, measurable outcomes.

• Structure for Impact: For each project, clearly outline: the problem/opportunity, your role and responsibilities, the research methods used (and why), key findings, actionable recommendations, and the impact of those recommendations on the product or process.

• Highlight Process & Operations: Given the role's emphasis on research operations and methodological quality, include examples of how you've established processes, recruited participants, or improved research workflows.

• Quantify Outcomes: Wherever possible, use data and metrics to demonstrate the impact of your research. For this role, focus on improvements related to efficiency, user satisfaction, or process simplification.

• Address Government Context: If possible, tailor examples to highlight experience with diverse user groups, accessibility considerations, or projects with a public service component.

Challenge Preparation:

• Methodological Depth: Be prepared to discuss the strengths and weaknesses of various research methods and when to apply them. Understand how to design rigorous mixed-methods studies.

• Problem-Solving Scenarios: Practice thinking through hypothetical research challenges related to government services or complex permitting processes. How would you approach understanding user needs and identifying bottlenecks?

• Communication & Translation: Prepare to explain complex research findings and their implications in simple, clear terms for non-researchers. Practice articulating strategic recommendations.

• Research Operations: Be ready to discuss your experience in setting up research infrastructure, managing recruitment pipelines, and establishing research standards.

📝 Enhancement Note: The portfolio is paramount for this role. Candidates should prepare to not only showcase their research skills but also their ability to operationalize research and drive measurable process improvements within a large, public sector organization. The interview process will likely test both tactical research execution and strategic thinking.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Tools for surveys, usability testing, and participant management (e.g., UserTesting.com, Lookback, Maze, Qualtrics, SurveyMonkey).

• Qualitative Analysis Software: Tools for coding and analyzing qualitative data (e.g., Dovetail, NVivo, ATLAS.ti).

• Quantitative Analysis Tools: Spreadsheet software (Excel, Google Sheets) and potentially statistical analysis packages or BI tools for analyzing quantitative data.

• Collaboration & Documentation: Tools for team collaboration, note-taking, and documentation (e.g., Google Workspace, Microsoft Office Suite, Confluence, Miro).

Analytics & Reporting:

• Web Analytics: Familiarity with website analytics tools (e.g., Google Analytics) to understand user behavior on digital platforms.

• Data Visualization Tools: Experience creating dashboards and reports using tools like Tableau, Power BI, or Looker to communicate findings effectively.

• Internal City Systems: Potential exposure to or need to understand specific data and reporting systems used by NYC agencies.

CRM & Automation:

• While not directly a CRM role, understanding how user feedback and insights can inform CRM strategies or customer journey mapping may be beneficial.

• Familiarity with workflow automation concepts will be useful given the role's focus on process improvement.

📝 Enhancement Note: The role requires a broad toolkit, with a focus on qualitative research methods and tools. However, the integration of quantitative data and analytics is also critical. Proficiency in tools that facilitate collaboration and documentation within a large government IT environment will be advantageous.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the needs of New Yorkers across all digital services and processes.

• Impact & Efficiency: A drive to deliver tangible improvements in government operations, particularly through streamlining processes like construction permitting.

• Collaboration: A strong emphasis on working effectively with cross-functional teams and diverse stakeholders across city agencies.

• Data-Driven Decision-Making: Utilizing both qualitative and quantitative data to inform strategy, design, and operational improvements.

• Accessibility & Inclusivity: A dedication to designing services and research practices that are accessible to all New Yorkers, regardless of background or ability.

Collaboration Style:

• Cross-Functional Integration: Close partnership with product managers, designers, engineers, and policy advisors to ensure research insights are integrated throughout the product development lifecycle.

• Stakeholder Engagement: Proactive communication and engagement with stakeholders from various city agencies to understand their needs and incorporate their perspectives.

• Mentorship & Knowledge Sharing: A culture that encourages sharing best practices, mentoring junior team members, and fostering a collective growth in research capabilities.

• Iterative Improvement: Embracing a culture of continuous learning and adaptation, refining research processes and product strategies based on feedback and data.

📝 Enhancement Note: The values reflect a public service mission combined with modern product development principles. The emphasis on collaboration and data-driven decision-making is key to successfully navigating a large municipal organization and achieving process optimization goals.

⚡ Challenges & Growth Opportunities

Challenges:

• Government Bureaucracy & Scale: Navigating complex procurement processes, long decision cycles, and the sheer scale of New York City government can be challenging.

• Diverse User Needs: Researching and designing for a highly diverse population with varied digital literacy, language, and accessibility needs requires careful planning and execution.

• Data Silos & Integration: Accessing and integrating data across different city agencies and legacy systems can be difficult.

• Translating Research to Action: Ensuring that research findings are effectively translated into actionable changes within a large, multi-stakeholder environment.

• Recruitment in Public Sector: Establishing and maintaining a robust participant recruitment pipeline within government constraints and ethical guidelines.

Learning & Development Opportunities:

• Specialized Research Training: Opportunities to deepen expertise in areas like accessibility research, ethical research practices in public service, or advanced mixed-methods design.

• Government Operations & Policy: Gaining a deep understanding of how city services operate, policy implications, and the broader impact of technology on public administration.

• Leadership Development: Potential for formal leadership training and opportunities to mentor junior staff, guiding them in research strategy and execution.

• Cross-Agency Projects: Working on diverse projects that expose the researcher to different departmental functions and challenges within the city.

• Industry Conferences & Certifications: Support for attending relevant conferences or obtaining certifications that enhance professional development in user research and product development.

📝 Enhancement Note: The challenges are inherent to working in a large public sector organization, emphasizing the need for adaptability, strong communication, and a patient, persistent approach. The growth opportunities are significant, offering deep exposure to public service innovation and leadership development.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led the end-to-end user research process for a complex product or service. What was your approach, and what were the key outcomes?" (Focus on methodology, stakeholder management, and impact.)

• "How would you approach building a participant recruitment pipeline for a government service, considering potential barriers like language, disability, or digital access?" (Highlight your understanding of inclusive recruitment and operational setup.)

• "Imagine you've found conflicting insights from qualitative user interviews and quantitative analytics data. How would you reconcile these differences and present a unified recommendation to stakeholders?" (Demonstrate your mixed-methods synthesis and communication skills.)

• "What role does research operations play in a product team, and how would you establish and maintain effective research operations within a government context?" (Showcase your understanding of building research infrastructure.) Company & Culture Questions:

• "Why are you interested in working for the City of New York and the Office of Technology and Innovation specifically?" (Connect your passion for public service and technology's role in it.)

• "How do you ensure your research is inclusive and addresses the needs of diverse user populations, particularly those who may face barriers to accessing government services?" (Align with OTI's commitment to accessibility.)

• "Describe a situation where you had to influence stakeholders or leadership who were resistant to your research findings. How did you approach it?" (Assess your persuasion and collaboration skills.)

• "How do you stay updated on the latest user research methodologies and technologies, and how do you apply that knowledge to improve your work?" (Gauge your commitment to continuous learning.) Portfolio Presentation Strategy:

• Tell a Story: For each case study, frame it as a narrative: the problem, the journey of discovery through research, the insights gained, the solution proposed, and the ultimate impact.

• Emphasize Your Role: Clearly articulate your specific contributions and decision-making processes within each project.

• Show, Don't Just Tell: Use visuals (e.g., personas, journey maps, wireframes, key quotes, data visualizations) to illustrate your findings and recommendations.

• Focus on Actionability: For each insight, explain how it translated into a concrete recommendation and, if possible, the resulting positive change or impact.

• Prepare for Q&A: Anticipate questions about your methodology choices, challenges faced, and how you would adapt your approach to different scenarios.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic thinking, operational capability, and a deep understanding of user research principles applied within a public service context. The portfolio presentation is a key opportunity to showcase these skills.

📌 Application Steps

To apply for this operations position:

• Visit the City of New York jobs portal at www.cityjobs/jobs/search and search for Job ID #789794 to submit your official application.

• Tailor Your Resume: Highlight experience in end-to-end user research, mixed-methods synthesis, research operations, participant recruitment, and translating findings into actionable recommendations. Use keywords from the job description.

• Prepare Your Portfolio: Curate 3-5 of your strongest projects, focusing on those that demonstrate impact, process optimization, and diverse methodologies. Be ready to present them clearly and concisely.

• Research OTI: Familiarize yourself with OTI's mission, current initiatives (especially those related to permitting and digital services), and their commitment to serving New Yorkers.

• Practice Your Presentation: Rehearse your portfolio walkthrough, focusing on storytelling, clarity, and addressing potential questions about your methodology and impact.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.