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 Research / Product Operations

Date Posted: 2026-08-07

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

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

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

• Serve as the primary advocate for user research, effectively communicating insights and impact to leadership, external stakeholders, and technical teams in accessible language.

• Design and execute research studies tailored to diverse New Yorkers, considering accessibility needs such as language, disability, and digital access barriers.

• Establish and maintain robust research operations, including a government-context-appropriate participant recruitment pipeline and reusable research methods and templates for the broader design team.

• Act as the methodological quality guardian for the team, reviewing study designs and conclusions, identifying potential failure modes, and codifying shared standards for rigorous mixed-methods approaches.

📝 Enhancement Note: This role sits within the Product Development team of the Office of Technology and Innovation (OTI), specifically focusing on the SPEED team tasked with improving the new construction permitting process. The "Senior" designation implies a need for strategic leadership in research methodology and operations, as well as the ability to mentor junior researchers or designers. The emphasis on government services and diverse user populations suggests a strong need for ethical research practices and deep understanding of accessibility.

📈 Primary Responsibilities

• Spearhead the design and execution of generative research to uncover unmet user needs and identify opportunities for product innovation within the permitting process.

• Conduct evaluative research, including usability testing and user feedback sessions, to assess the effectiveness and user-friendliness of existing and proposed system features.

• Implement mixed-methods research designs that combine qualitative insights with quantitative data analytics to provide a holistic understanding of user behavior and system performance.

• Translate complex research findings into compelling narratives and data-driven presentations for diverse audiences, including non-technical stakeholders and executive leadership.

• Develop and manage a sustainable participant recruitment strategy that effectively reaches and engages New Yorkers who interact with government permitting services.

• Create and maintain a library of research templates, protocols, and best practices to standardize research quality and facilitate knowledge sharing across the product and design teams.

• Proactively identify and address potential biases or methodological flaws in research studies conducted by yourself or other team members to ensure the integrity of findings.

• Define and document clear methodological standards for mixed-methods research to ensure the rigor and validity of insights used for decision-making.

• Manage special projects and ad-hoc research requests as assigned, demonstrating flexibility and adaptability in a dynamic government technology environment.

• Collaborate closely with product managers, designers, engineers, and policy experts to ensure research insights directly inform product strategy and system design.

📝 Enhancement Note: The responsibilities highlight a blend of hands-on research execution and strategic oversight. The emphasis on "establishing and maintaining research operations" and serving as the "methodological quality bar" points to a need for someone who can not only conduct research but also build and scale research capabilities within the organization. The mention of "special projects and initiatives" indicates that the role may involve tackling diverse and potentially novel research challenges.

🎓 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. Experience:

• Minimum of four (4) years of satisfactory full-time experience directly related to user research, product development, and research operations, with a specialization in relevant technologies, processes, methodologies, and/or domains.

• Alternatively, an associate degree with six (6) years of relevant experience, or a baccalaureate degree with eight (8) years of relevant experience, or equivalent combinations of education and experience. Required Skills:

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

• Strong proficiency in synthesizing qualitative and quantitative data from various sources, including user interviews, surveys, usability tests, desk research, and analytics.

• Demonstrated ability to translate complex research findings into clear, actionable recommendations for product development teams and stakeholders.

• Experience in designing and recruiting participants for research, with a particular sensitivity to accessibility needs (language, disability, digital access barriers).

• Excellent communication and presentation skills, with the ability to represent user research insights effectively to leadership, technical teams, and external stakeholders.

• Experience in establishing and maintaining research operations, including participant pipelines and reusable research protocols/templates.

• Strong understanding of research methodologies and the ability to serve as a quality assurance resource for study designs and conclusions.

• Familiarity with data analytics tools and techniques to complement qualitative research findings.

• Ability to work effectively in a cross-functional team environment, collaborating with product managers, designers, and engineers. Preferred Skills:

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

• Familiarity with the new construction permitting process or similar complex bureaucratic systems.

• Experience with accessibility standards and inclusive design principles in research.

• Knowledge of specific analytics platforms (e.g., Google Analytics, Mixpanel) for data synthesis.

• Experience in mentoring or guiding junior researchers or designers in research practices.

• Familiarity with agile development methodologies and how research integrates into sprint cycles.

• Ability to manage multiple research projects concurrently and prioritize effectively.

📝 Enhancement Note: The experience requirements are broad, allowing for candidates with different educational backgrounds but a consistent depth of experience. The "related field" and "specialization" clauses allow for candidates from diverse academic and professional paths as long as their experience is directly applicable to user research and product development. The emphasis on "government context" and "accessibility" in preferred skills suggests these will be highly valued.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated collection of research projects demonstrating end-to-end ownership, from problem definition to actionable recommendations.

• Case studies that clearly articulate the research objectives, methodologies employed (generative, evaluative, mixed-methods), participant profiles, and key findings.

• Examples of how research insights directly influenced product decisions, design iterations, or strategic direction, showcasing tangible impact.

• Demonstrations of your ability to synthesize both qualitative and quantitative data, including examples of how you integrated desk research or analytics into your studies.

• Evidence of your ability to adapt research methodologies to unique contexts, such as government services or populations with specific accessibility needs. Process Documentation:

• Showcase examples of research plans, discussion guides, or survey instruments you have developed, highlighting your methodological rigor and attention to detail.

• Include documentation of how you have established or improved research operations, such as participant recruitment processes or research repository systems.

• Provide examples of how you have created reusable templates, checklists, or best practices for research to ensure consistency and quality across a team.

• Illustrate your approach to quality assurance for research studies, including how you review and validate findings and methodologies.

📝 Enhancement Note: For a Senior User Researcher role, a portfolio is crucial. It should not only showcase past work but also demonstrate strategic thinking, operational capability, and impact. The emphasis on government context and accessibility means projects involving diverse populations or complex systems will be highly relevant. Demonstrating the ability to build and scale research processes is as important as the research itself.

💵 Compensation & Benefits

Salary Range: $150,000+ (Base Salary)

Estimated Salary Range: $110,000 - $160,000+ annually, depending on experience and qualifications.

Benefits:

• Competitive health insurance plans.

• Comprehensive benefits package, typical for New York City government employees, which may include:

  • Pension plan

  • Paid time off (vacation, sick leave, holidays)

  • Dental and vision insurance

  • Life insurance

  • Deferred compensation plans

  • Professional development opportunities

  • Potential for tuition reimbursement Working Hours:

• Standard 40-hour work week.

• Flexibility may be required, with the potential for varied shifts including weekends and/or nights/evenings due to the 24/7 operational nature of the City of New York government services.

📝 Enhancement Note: The provided salary band of "$150,000+" is a bit ambiguous. Based on the listed compensation range of $75,000 - $160,000 and the "Senior" title, a realistic annual salary for a Senior User Researcher in New York City, especially within a government agency focused on technology and innovation, would likely fall between $110,000 and $160,000+, with the upper end for highly experienced candidates. The note about varied shifts is important for candidates to consider. Research indicates that NYC government benefits are typically robust and include strong retirement plans and extensive leave policies.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government Technology / Public Sector Innovation

Company Size: Large (The City of New York employs hundreds of thousands of individuals across various agencies. OTI itself is a significant department within this structure.)

Founded: The Office of Technology and Innovation (OTI) is a relatively new agency formed from the consolidation of previous technology efforts, aiming to centralize and modernize NYC's technology strategy. The City of New York itself was founded in 1653.

Team Structure:

• The Senior User Researcher will be part of the Product Development team within OTI.

• This team likely operates in a cross-functional manner, similar to agile product teams, with Product Managers, Designers, Engineers, and Researchers working collaboratively.

• The research function may be embedded within product teams or operate as a central research group supporting multiple initiatives.

• The role reports to a Product Lead or Director within OTI, with significant interaction with leadership and other agency stakeholders. Methodology:

• OTI's methodology is focused on leveraging technology to improve public services and government operations.

• This involves a commitment to data-driven decision-making, user-centered design, and agile development practices.

• Emphasis is placed on building scalable, secure, and accessible digital solutions.

• The "SPEED" team specifically focuses on process optimization and efficiency gains in government workflows, such as permitting.

Company Website: www.nyc.gov/oti

📝 Enhancement Note: Working within a large municipal government agency like the City of New York's OTI offers a unique opportunity to impact millions of lives. The culture is likely to be mission-driven, with a focus on public service and long-term impact. While potentially more bureaucratic than a startup, OTI aims to foster innovation and efficiency. The cross-functional team structure is typical for modern product development.

📈 Career & Growth Analysis

Operations Career Level: Senior Individual Contributor / Lead Researcher

This role represents a significant step up from a mid-level researcher, requiring leadership in methodology, research operations, and stakeholder communication. It's an opportunity to shape how user research is conducted and utilized within a major government agency.

Reporting Structure:

The Senior User Researcher will report to a Product Lead or Director within OTI's Product Development team. They will work closely with Product Managers, UX/UI Designers, Engineers, and potentially policy advisors. Collaboration will extend to various city agencies that utilize the permitting systems.

Operations Impact:

The Senior User Researcher's work will directly influence the design and effectiveness of systems that streamline critical city services, such as new construction permitting. By ensuring these systems are user-friendly, accessible, and meet the needs of New Yorkers and city employees, the role has a direct impact on government efficiency, economic development, and public satisfaction. Insights will inform strategic decisions about technology investments and service delivery improvements.

Growth Opportunities:

• Specialization: Deepen expertise in specific research areas like accessibility research, qualitative methods for complex systems, or quantitative analysis for public services.

• Leadership: Transition into a Research Lead or Managerial role, overseeing a team of researchers and shaping the research strategy for OTI or other city agencies.

• Programmatic Impact: Lead research initiatives that drive large-scale policy or operational changes across multiple city departments.

• Methodological Advancement: Develop and implement innovative research practices tailored for the public sector, setting new standards for government technology.

• Cross-Agency Collaboration: Gain exposure to the operational challenges and technological needs of various NYC agencies, broadening your understanding of public service delivery.

📝 Enhancement Note: This Senior role is a strong platform for career advancement within public sector technology. The emphasis on building research operations and quality control suggests potential for future leadership in scaling research functions. The opportunity to work on impactful civic tech initiatives is a significant draw for many in the field.

🌐 Work Environment

Office Type: On-site, within a City of New York government office.

Office Location(s): Brooklyn, NY. Specific building details would be provided upon offer.

Workspace Context:

• The workspace is expected to be a professional office environment within a government building.

• Collaboration is encouraged, with opportunities to interact with cross-functional teams (Product Managers, Designers, Engineers, etc.) in person.

• Access to standard office technology and potentially dedicated research spaces or equipment.

• The environment will foster a mission-driven approach to public service and technological innovation.

• Opportunities for informal knowledge sharing and problem-solving with colleagues are likely. Work Schedule:

• Primarily day shifts, but candidates must be prepared for the possibility of working various shifts, including weekends and/or nights/evenings, to support the 24/7 operational needs of government services. This flexibility is crucial for certain research activities or critical project phases.

📝 Enhancement Note: The on-site requirement in Brooklyn is a key detail. The mention of potential non-standard hours underscores the commitment required for critical government operations, which can differ significantly from typical private sector tech roles. The environment will be professional and focused on civic impact.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: Review of resume and application to assess alignment with basic qualifications and experience.

2. Hiring Manager Interview: A discussion focused on your experience, approach to user research, understanding of the role's responsibilities, and cultural fit. Expect questions about your past projects and how you handle challenges.

3. Portfolio Presentation & Technical Interview: A deeper dive into your work. You will likely be asked to present 1-2 case studies from your portfolio, detailing your process, methodologies, findings, and impact. This may include a technical assessment of your research skills and methodological knowledge.

4. Team/Stakeholder Interviews: Interviews with potential colleagues (designers, product managers) and key stakeholders to assess collaboration skills, communication style, and ability to work within a cross-functional team.

5. Final Interview/Offer: Discussions with senior leadership, followed by a potential offer.

Portfolio Review Tips:

• Select High-Impact Projects: Choose 2-3 projects that best demonstrate your end-to-end research capabilities, strategic thinking, and impact.

Prioritize projects relevant to product development, process improvement, or government services.

• Structure Your Case Studies: For each project, clearly outline:

  • The Problem: What was the user or business challenge?
  • Your Role: What was your specific contribution?
  • Methodology: What research methods did you use and why?
  • Process: How did you execute the research (recruitment, data collection, analysis)?
  • Insights: What were the key findings?
  • Impact: How did your research influence decisions and outcomes? Quantify impact where possible (e.g., improved conversion, reduced errors, increased satisfaction).

• Highlight Nuance: For this role, emphasize projects involving diverse user groups, accessibility considerations, or complex systems. Showcase how you adapted your methods to these challenges.

• Prepare for Questions: Be ready to discuss your rationale for methodology choices, how you handled unexpected findings, and how you communicated insights to different audiences.

• Conciseness: Present your portfolio clearly and concisely, respecting the interviewers' time.

Challenge Preparation:

• Methodological Prowess: Be prepared to discuss the strengths and weaknesses of various research methods and when to apply them.

• Problem-Solving Scenarios: Anticipate hypothetical research challenges related to the permitting process or government services and outline your approach.

• Stakeholder Management: Prepare examples of how you’ve managed differing opinions or expectations from stakeholders regarding research findings.

• Accessibility Focus: Be ready to discuss your experience and approach to inclusive research design and how to ensure research findings represent diverse user needs.

📝 Enhancement Note: The interview process is likely to be thorough, reflecting the importance of this role in shaping public services. A strong portfolio that showcases not just research skills but also operational thinking and impact is critical. The emphasis on government and accessibility means candidates should tailor their examples accordingly.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Tools for survey creation, interview scheduling, and participant management (e.g., Qualtrics, SurveyMonkey, Typeform, Calendly).

• Usability Testing Tools: Software for conducting remote or in-person usability tests (e.g., UserTesting.com, Lookback, Maze).

• Collaboration & Documentation: Tools for team collaboration, note-taking, and knowledge sharing (e.g., Jira, Confluence, Notion, Google Workspace).

• Prototyping Tools (Familiarity): Understanding of tools used by designers to create prototypes for testing (e.g., Figma, Sketch, Adobe XD).

Analytics & Reporting:

• Data Analysis Software: Proficiency in analyzing qualitative data (e.g., NVivo, Dovetail) and potentially quantitative data (e.g., Excel, Google Sheets, basic statistical software).

• Web Analytics Tools: Familiarity with tools like Google Analytics for understanding user behavior on digital platforms.

• Business Intelligence Tools (Awareness): Understanding of how data is visualized in dashboards (e.g., Tableau, Power BI) to inform research.

CRM & Automation:

• CRM Systems (Awareness): Understanding of how CRM data might be used to segment users or understand user journeys (e.g., Salesforce, Microsoft Dynamics).

• Project Management Tools: Experience with tools used for tracking research projects and tasks (e.g., Asana, Trello, Monday.com).

📝 Enhancement Note: While the job description doesn't explicitly list a technology stack, a Senior User Researcher would typically be proficient in a range of research-specific tools and have a working knowledge of analytics and collaboration platforms used by product teams. The emphasis on mixed methods implies a need to work with both qualitative and quantitative data.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and serving the needs of New Yorkers.

• Data-Driven Decision-Making: Relying on rigorous research and analytics to inform product strategy and design.

• Collaboration: Working effectively across diverse teams and agencies to achieve shared goals.

• Innovation & Efficiency: Leveraging technology to improve government services and operational processes.

• Accessibility & Inclusivity: Ensuring that all New Yorkers can access and benefit from government services, regardless of their background or abilities.

• Public Service: A strong sense of mission and dedication to improving the lives of citizens.

Collaboration Style:

• Cross-Functional Partnership: Researchers will work closely with product managers, designers, and engineers, actively participating in team meetings and processes.

• Open Communication: A culture that encourages direct and constructive feedback, both given and received, to improve research quality and product outcomes.

• Knowledge Sharing: Proactive sharing of research insights, methodologies, and best practices across the team and with relevant stakeholders.

• Iterative Improvement: A willingness to adapt research approaches and product designs based on feedback and new learnings.

📝 Enhancement Note: The culture at OTI is likely to be a blend of public service ethos and modern tech practices. Values will center on making a tangible positive impact on the city and its residents through technology. Collaboration will be key, given the cross-functional nature of product development and the need to work with various city agencies.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Government Bureaucracy: Understanding and working within the established processes and procurement cycles of a large municipal government.

• Diverse User Populations: Conducting research with a wide array of users who may have varying levels of digital literacy, language proficiency, and accessibility needs.

• Data Synthesis Complexity: Integrating findings from multiple qualitative and quantitative sources, including data from legacy systems or disparate sources.

• Measuring Impact in Public Sector: Quantifying the impact of research and design improvements on public services and citizen outcomes can be complex.

• Balancing Innovation with Stability: Introducing new technologies and processes while ensuring the reliability and security of critical government systems.

Learning & Development Opportunities:

• Specialized Research Training: Opportunities to deepen expertise in areas like accessibility research, ethical research practices, or advanced quantitative analysis.

• Public Sector Technology Trends: Staying abreast of emerging technologies and their application in government services.

• Leadership Development: Potential to take on mentorship roles or lead research initiatives, developing leadership and program management skills.

• Cross-Agency Exposure: Learning about the operational challenges and technological solutions across various City of New York agencies.

• Conferences & Certifications: Support for attending relevant industry conferences or pursuing professional certifications in user research or related fields.

📝 Enhancement Note: This role presents unique challenges and growth opportunities tied to the public sector. Successfully navigating these challenges can lead to significant professional development and a rewarding career path focused on civic impact.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to conduct research with a population facing significant barriers (e.g., language, disability, digital access). How did you ensure your research was inclusive and ethical?" (Focus on your methodology, recruitment strategy, and how you adapted.)

• "Walk me through a complex research project where you synthesized both qualitative and quantitative data. What were your key findings, and how did they influence the product roadmap?" (Highlight your data synthesis skills and ability to drive decisions.)

• "How would you go about establishing a participant recruitment pipeline for a government service that historically struggles to engage certain demographics?" (Demonstrate your understanding of research operations and recruitment challenges in a public context.)

• "Imagine you present research findings that contradict a long-held belief or preferred direction by a key stakeholder. How would you handle that situation?" (Showcase your communication, persuasion, and stakeholder management skills.) Company & Culture Questions:

• "What interests you about working for the City of New York and specifically the Office of Technology and Innovation?" (Connect your passion for public service and technology with OTI's mission.)

• "How do you see user research contributing to the efficiency and effectiveness of government services like the new construction permitting process?" (Demonstrate your understanding of the role's impact and context.)

• "Describe your ideal cross-functional team environment. How do you collaborate with product managers, designers, and engineers?" (Highlight your teamwork and communication style.) Portfolio Presentation Strategy:

• Tell a Story: Frame each case study as a narrative, clearly articulating the problem, your approach, the insights, and the impact.

• Show, Don't Just Tell: Use visuals (screenshots, charts, anonymized quotes) to illustrate your process and findings.

• Focus on Impact: Quantify results whenever possible. If direct quantification is difficult, articulate the qualitative impact on users or the organization.

• Be Prepared to Defend Your Choices: Be ready to explain why you chose specific methodologies, how you handled challenges, and what you learned.

• Tailor to the Role: Emphasize projects that demonstrate experience with complex systems, diverse user groups, or public-facing services.

📝 Enhancement Note: Preparation should focus on demonstrating not only strong research skills but also strategic thinking, operational capability, and an understanding of the unique context of government work. Being able to articulate impact and handle challenging stakeholder situations is key for a Senior role.

📌 Application Steps

To apply for this operations position:

• Visit the City of New York's official job portal at www.cityjobs/jobs/search and search for Job ID #789794.

• Submit your resume and any required supplementary documents through the portal.

• [Concrete preparation step 1 related to operations portfolio customization]: Curate your portfolio to highlight 2-3 key projects that best showcase your end-to-end user research experience, focusing on generative, evaluative, and mixed-methods approaches. Ensure these projects demonstrate your ability to synthesize data and drive actionable recommendations, particularly those involving complex systems or diverse user groups.

• [Concrete preparation step 2 related to resume optimization for operations roles]: Tailor your resume to emphasize keywords from the job description, such as "user research," "generative research," "evaluative research," "mixed methods," "research operations," "accessibility," "stakeholder management," and "data synthesis." Quantify your achievements and responsibilities where possible to demonstrate impact.

• [Concrete preparation step 3 related to operations interview preparation]: Practice articulating your research process and findings clearly and concisely. Prepare to present 1-2 case studies from your portfolio, focusing on the problem, your methodology, key insights, and the resulting impact on product decisions or user experience. Be ready to discuss how you handle challenging research scenarios and stakeholder communication.

• [Concrete preparation step 4 related to company research with operations culture focus and efficiency strategy understanding]: Research the City of New York's Office of Technology and Innovation (OTI) and its mission. Understand the goals of the SPEED team and how user research contributes to improving efficiency in government processes like new construction permitting. Be prepared to discuss how your values align with public service and user-centric design.

⚠️ 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.