Senior User Researcher

📍 Job Overview

Job Title: Senior User Researcher

Company: City of New York - Office of Technology and Innovation (OTI)

Location: Brooklyn, NY, United States

Job Type: Full-time

Category: User Experience Research / Product Development Operations

Date Posted: September 10, 2026

Experience Level: Mid-to-Senior Level (5-10 years estimated)

Remote Status: On-site

🚀 Role Summary

• Lead end-to-end user research initiatives, encompassing generative, evaluative, and mixed-methods approaches, to inform product development for critical government systems.

• Synthesize qualitative and quantitative research findings with desk research and data analytics to provide clear, actionable recommendations for product teams and stakeholders.

• Establish and manage robust research operations, including participant recruitment pipelines tailored to a government context and reusable research methods/templates.

• Serve as the methodological quality assurance for the design team, reviewing study designs, identifying potential failure modes, and codifying shared standards for rigorous research.

• Translate complex research insights into plain language for leadership, external stakeholders, and technical teammates, ensuring broad understanding and buy-in.

📝 Enhancement Note: This role is positioned within the Office of Technology and Innovation (OTI) Product Development team, focusing specifically on improving the new construction permitting process. The "Senior" title, combined with the responsibility for leading end-to-end research, establishing operations, and acting as a methodological quality bar, indicates a significant level of autonomy and impact. The emphasis on serving diverse New Yorkers with potential accessibility barriers highlights the need for highly adaptable and ethically-grounded research practices, which are critical operational considerations in public sector UX.

📈 Primary Responsibilities

• Design and execute comprehensive user research plans, utilizing a variety of methodologies including interviews, surveys, usability testing, contextual inquiry, and data analysis to understand user needs and behaviors.

• Conduct generative research to identify unmet needs and opportunities for system improvements within the new construction permitting process.

• Perform evaluative research to assess the usability, accessibility, and effectiveness of existing and proposed digital government services.

• Integrate quantitative data from analytics and desk research with qualitative findings to provide a holistic understanding of user experiences and system performance.

• Develop and maintain a sustainable participant recruitment strategy that ensures diverse representation, especially from communities facing language, disability, or digital-access barriers.

• Create and disseminate research findings through compelling reports, presentations, and workshops, tailoring communication to different audiences (e.g., product managers, engineers, leadership, external partners).

• Establish and document standardized research processes, templates, and best practices to enable efficient and consistent research execution across the design and product teams.

• Act as a mentor and subject matter expert for other researchers and designers, providing guidance on study design, data collection, analysis, and ethical considerations.

• Proactively identify and mitigate potential biases or methodological flaws in research studies before they impact decision-making.

• Manage special projects and initiatives as assigned, demonstrating adaptability and a commitment to driving innovation within OTI.

📝 Enhancement Note: The responsibilities emphasize a blend of hands-on research execution, operational leadership in building research functions, and strategic advisory roles in ensuring research quality. The specific mention of "shorten new construction permitting" indicates a strong focus on process efficiency and user flow optimization within a government context, requiring researchers to understand complex workflows and regulatory environments.

🎓 Skills & Qualifications

Education:

• Bachelor's 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 a similar field. Experience:

• Option 1: Bachelor's degree with 4 years of satisfactory full-time experience in user research, product development, or a related technological domain, with a specialization in relevant technologies, processes, methodologies, or domains.

• Option 2: Associate degree with 6 years of satisfactory full-time experience in user research, product development, or a related technological domain, with a specialization in relevant technologies, processes, methodologies, or domains.

• Option 3: Bachelor's degree with 8 years of satisfactory full-time experience in user research, product development, or a related technological domain, with a specialization in relevant technologies, processes, methodologies, or domains.

• Option 4: Equivalent combination of education and experience that meets the requirements of the above options.

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, desk research, and analytics into actionable insights.

• Demonstrated ability to recruit and conduct research with diverse user populations, including those with accessibility needs.

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

• Experience in establishing and maintaining research operations, such as participant recruitment pipelines and reusable research templates.

• Strong understanding of research methodologies, with the ability to define and uphold methodological standards for rigor and quality.

• Proficiency in translating user insights into concrete recommendations for product development and project stakeholders.

• Familiarity with accessibility standards and inclusive design principles in research practice. Preferred Skills:

• Experience working within a government or public sector technology environment.

• Familiarity with the new construction permitting process or similar complex, multi-stakeholder government workflows.

• Experience with data analytics tools and platforms for synthesizing quantitative data.

• Demonstrated ability to mentor junior researchers or designers.

• Experience in defining and implementing organizational research standards and best practices.

📝 Enhancement Note: The qualifications emphasize a broad range of experience pathways, accommodating both traditional degree holders and those with extensive experience. The emphasis on "specialization in a relevant technology, process, methodology and/or domain" suggests that practical application and depth of knowledge in user research principles are highly valued. The "5-10 years" estimated experience level reflects the "Senior" title and the significant responsibilities outlined.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 comprehensive user research case studies demonstrating end-to-end project ownership from research design to actionable recommendations.

• For each case study, clearly articulate the research objectives, methodologies employed (generative, evaluative, mixed-methods), participant profiles, and the research process followed.

• Provide concrete examples of how research findings directly influenced product decisions, design iterations, or strategic direction, with measurable outcomes where possible.

• Highlight experience in translating complex qualitative and quantitative data into clear, compelling narratives and recommendations for diverse stakeholders.

• Include examples of research operations initiatives, such as participant recruitment strategies, template development, or process standardization. Process Documentation:

• Demonstrate experience in documenting research plans, methodologies, and findings in a clear, organized, and accessible manner.

• Showcase an understanding of how to codify research best practices and methodological guardrails into shared standards for a team.

• Provide examples of how research processes were adapted to suit the unique constraints and opportunities of public sector or government projects, including considerations for accessibility and diverse user groups.

📝 Enhancement Note: For a Senior User Researcher role, a portfolio is critical for demonstrating practical experience and impact. The focus should be on showcasing the ability to not just conduct research but to operationalize it, ensure its quality, and drive tangible outcomes within a complex organizational structure like the City of New York. Highlighting experience with accessibility and diverse populations is a key differentiator.

💵 Compensation & Benefits

Salary Range: $75,000 - $160,000 USD per year. The explicit mention of "$150,000+" in the "Salary Band" suggests that the upper end of this range, or potentially higher for exceptionally qualified candidates, is achievable.

Benefits:

• Health insurance: Comprehensive medical coverage.

• Competitive benefits package: This typically includes dental insurance, vision insurance, retirement savings plans (e.g., 401k or similar public sector pension plans), paid time off (vacation, sick leave, holidays), life insurance, and potential for professional development stipends.

• Opportunity to work on projects with meaningful impact on millions of people.

• Access to cutting-edge technology and collaboration with passionate professionals. Working Hours:

• Standard 40 hours per week.

• Flexibility: While typically a day shift, the role may require working various shifts, including weekends and/or nights/evenings, due to the 24/7 operational nature of some government services.

📝 Enhancement Note: The salary range is quite broad, reflecting the "Senior" designation and the significant experience required. For New York City, $75,000 is on the lower end for a Senior UX Researcher, while $160,000 is competitive, especially with the potential for higher compensation indicated by the "$150,000+" band. The mention of potential for varied shifts is a common requirement in public sector roles that support essential services.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government Technology & Public Services. OTI is focused on leveraging technology to improve city services, public safety, and citizen opportunities.

Company Size: Large (City of New York employs hundreds of thousands of people; OTI itself is a significant agency within the city government). This implies a structured environment with established processes, but also opportunities for impact across a vast user base.

Founded: The Office of Technology and Innovation (OTI) is a relatively new consolidation of city technology efforts, formed in 2022. This suggests a dynamic environment aiming to modernize government operations through technology.

Team Structure:

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

• This team works cross-functionally, likely including product managers, designers, engineers, and policy advisors.

• The reporting structure is within OTI, with potential for collaboration across various city agencies that utilize the services being developed.

• The role involves working within the cross-functional SPEED (likely an acronym for a specific project or initiative related to permitting) team. Methodology:

• Data-driven decision-making is a core tenet, with a strong emphasis on using research and analytics to inform technology development.

• Focus on user-centric design principles, aiming to create accessible and effective digital services for all New Yorkers.

• Commitment to innovation and adopting cutting-edge technologies to solve public sector challenges.

• Emphasis on collaboration, both within OTI and across different city agencies, to ensure alignment and successful implementation of technology solutions.

Company Website: www.nyc.gov/oti

📝 Enhancement Note: Working for the City of New York offers the unique opportunity to impact millions of lives and contribute to the modernization of public services. The culture is likely a blend of public service dedication, bureaucratic processes, and a growing drive for technological innovation. The focus on accessibility and serving diverse populations is a defining characteristic of NYC government initiatives.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level role within User Research, focused on leading complex projects and establishing operational best practices. It represents a significant step beyond an individual contributor researcher, involving mentorship, strategic input, and operational leadership.

Reporting Structure: The Senior User Researcher will report to a Product Development lead or a Director within OTI. They will work closely with product managers, designers, and engineers on the SPEED team.

Operations Impact: The role has a direct impact on the efficiency and user experience of critical government services, specifically aiming to shorten the new construction permitting process. This translates to economic benefits for businesses and individuals, and improved operational efficiency for the city. The research insights will directly shape the development of systems used by thousands of New Yorkers and city employees.

Growth Opportunities:

• Skill Advancement: Deepen expertise in mixed-methods research, accessibility research, and research operations within a large-scale public sector context. Opportunity to lead research strategy for major city initiatives.

• Leadership Development: Potential to grow into a Research Lead or Manager role, overseeing a team of researchers, or to specialize in research operations management. Opportunity to influence organizational research practices.

• Cross-functional Expertise: Gain extensive experience collaborating with product, engineering, policy, and legal teams within a government setting. Develop a strong understanding of complex civic technology challenges.

• Public Service Impact: Contribute to projects that have a tangible and positive impact on the lives of millions of New Yorkers.

📝 Enhancement Note: The growth potential in this role is significant, especially for those interested in public sector technology. The ability to build and scale research operations is a highly valuable skill. The impact of improving a core city function like permitting is substantial and offers a unique career differentiator.

🌐 Work Environment

Office Type: On-site, located in Brooklyn, NY. This implies a traditional office setting within a government building or facility.

Office Location(s): Brooklyn, NY. Specific address details would likely be provided upon inquiry or during the interview process. The location is accessible via public transportation, which is a key consideration for city employees in NYC.

Workspace Context:

• Collaborative environment: Expect to work closely with a cross-functional team (product managers, designers, engineers) on the SPEED team.

• Operations tools and technology: Access to standard office technology and potentially specialized research tools depending on OTI's stack. The role requires leveraging data analytics and research platforms.

• Team interaction: Regular meetings, workshops, and collaborative sessions with team members to discuss research findings and plan future work. Work Schedule:

• Standard 40-hour work week, typically during business hours.

• Potential for varied shifts, including weekends and evenings, due to the 24/7 operational needs of certain city services. This flexibility is a key aspect of public sector roles supporting critical infrastructure.

📝 Enhancement Note: The on-site requirement is important for roles involving direct stakeholder interaction and team collaboration. The mention of potential non-standard hours highlights the commitment required for roles supporting essential city functions.

📄 Application & Portfolio Review Process

Interview Process:

• Application Submission: Submit resume and potentially a cover letter via the City of New York's job portal (Job ID #789794). Interested applicants with other civil service titles meeting preferred requirements are also encouraged to apply.

• Initial Screening: Review of applications and resumes to assess qualifications against the job requirements.

• Hiring Manager Interview: A discussion focused on your experience, research philosophy, and understanding of the role's objectives. Be prepared to discuss your approach to leading research and establishing operations.

• Technical/Skills Interview: This may involve a case study presentation or a deep dive into specific research methodologies and your experience with them. Expect questions about how you handle complex research challenges, synthesize data, and translate findings into actionable insights.

• Panel Interview: Interaction with cross-functional team members (product managers, designers, engineers) to assess collaboration style, communication skills, and cultural fit within the OTI and SPEED teams.

• Final Interview: Potentially with senior leadership to discuss strategic alignment and overall fit for the organization.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest case studies that best represent the full lifecycle of user research, from problem definition to impact. Prioritize projects that align with complex system development, process optimization, or serving diverse user groups.

• Structure for Clarity: For each case study, use a clear narrative: Problem/Opportunity -> Research Objectives -> Methodology -> Process -> Findings -> Recommendations -> Impact. Quantify impact whenever possible.

• Highlight Operations: Explicitly showcase any experience in building research processes, participant recruitment pipelines, or establishing methodological standards. This is a key differentiator for this Senior role.

• Emphasize Accessibility: If you have experience researching with users facing language, disability, or digital-access barriers, make this a prominent theme.

• Presentable Format: Ensure your portfolio is well-designed, easy to navigate, and professional. A PDF or a dedicated portfolio website is recommended.

Challenge Preparation:

• Case Study Focus: Be prepared to present a detailed case study from your portfolio. Anticipate questions about your decision-making process, how you handled unexpected challenges, and how you measured the success of your research.

• Methodological Rigor: Practice articulating the rationale behind your methodological choices, especially in mixed-methods approaches, and how you ensured the rigor of your findings.

• Stakeholder Communication: Prepare examples of how you've communicated research findings to diverse stakeholders, including executive leadership, and how you've managed differing opinions or expectations.

• Government Context: Consider how your research experience might translate to the public sector, including ethical considerations, data privacy, and working with diverse citizen populations.

📝 Enhancement Note: The interview process for a Senior role in a government agency like NYC OTI will likely be thorough, focusing on both technical research skills and the ability to operate within a structured, public-service-oriented environment. A strong portfolio showcasing end-to-end ownership and operational capabilities is crucial.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Tools for conducting interviews, usability testing, surveys (e.g., UserTesting.com, Lookback, Qualtrics, SurveyMonkey).

• Data Analysis & Synthesis: Spreadsheet software (Excel, Google Sheets), qualitative data analysis tools (e.g., Dovetail, NVivo), and potentially statistical software for quantitative analysis.

• Prototyping & Design Collaboration: Familiarity with design tools like Figma, Sketch, or Adobe XD, as well as collaboration platforms like Miro or Mural for workshops and synthesis.

• CRM & Automation: While not a direct CRM role, understanding how user data is managed and how systems integrate is beneficial. Familiarity with how customer data flows can inform research design.

Analytics & Reporting:

• Web Analytics: Experience with tools like Google Analytics or Adobe Analytics to understand user behavior on digital platforms.

• Data Visualization: Tools like Tableau, Power BI, or even advanced Excel/Google Sheets for creating clear, impactful charts and dashboards to present research findings.

• Reporting Tools: Ability to generate comprehensive reports that synthesize findings and provide clear, data-backed recommendations.

CRM & Automation:

• Data Management: Understanding of how user data is captured, stored, and utilized within government systems is valuable, though direct management is unlikely.

• Workflow Tools: Familiarity with project management and collaboration tools (e.g., Jira, Asana, Trello) used by product development teams.

📝 Enhancement Note: The emphasis is on tools that support the research lifecycle from planning and execution to analysis and reporting. Given the government context, robust data handling and clear reporting are paramount. The role requires the ability to leverage data analytics to complement qualitative research.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and serving the needs of New Yorkers, ensuring that digital services are accessible, equitable, and effective for all.

• Data-Driven Impact: Valuing evidence-based decision-making, using research and analytics to measure success and drive continuous improvement in city services.

• Collaboration & Transparency: Fostering an environment of open communication and teamwork across departments to achieve shared goals and deliver integrated solutions.

• Innovation & Efficiency: Continuously seeking new ways to leverage technology to streamline government processes, enhance public safety, and create opportunities for residents.

• Public Service Ethos: A dedication to serving the public good and making a tangible difference in the lives of New Yorkers through technology.

Collaboration Style:

• Cross-functional Integration: Working closely with Product Managers, Designers, Engineers, and potentially policy experts to ensure research insights are integrated into the product development lifecycle.

• Methodological Excellence: A culture of peer review and constructive feedback to ensure the highest quality and rigor in research design and execution.

• Knowledge Sharing: Encouraging the sharing of research findings, best practices, and lessons learned across the design and product teams to foster collective learning and efficiency.

• Stakeholder Engagement: Proactively engaging with various stakeholders to understand their needs, gather input, and ensure research efforts are aligned with organizational priorities.

📝 Enhancement Note: The culture at NYC OTI likely emphasizes a strong public service mission combined with a modern, technology-driven approach. The values of user-centricity, data-driven impact, and collaboration are core to successful operations in this sector.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Bureaucracy: Working within a large government organization can involve complex approval processes and stakeholder alignment challenges.

• Diverse User Needs: Serving a city as diverse as New York requires research methodologies that can accommodate a wide range of language, cultural, digital literacy, and accessibility needs.

• Data Integration: Synthesizing insights from various sources, including qualitative research, quantitative analytics, and existing government data, can be complex.

• Resource Constraints: While a large organization, specific project resources or timelines may present challenges.

• Measuring Impact: Clearly demonstrating the ROI and impact of user research on complex government systems, especially those with long implementation cycles.

Learning & Development Opportunities:

• Specialized Research: Opportunities to develop deep expertise in research for complex civic tech, accessibility research, and large-scale participant recruitment.

• Methodological Expansion: Learning to apply and adapt research methodologies to unique public sector challenges and constraints.

• Leadership & Operations: Gaining experience in building and scaling research operations, mentoring teams, and influencing organizational research strategy.

• Industry Engagement: Potential to attend relevant conferences or workshops focused on government technology, UX in the public sector, or accessibility.

• Mentorship: Access to experienced leaders within OTI and the broader City of New York government who can provide guidance on career development and navigating public sector environments.

📝 Enhancement Note: The challenges are typical of large, public-sector technology roles, emphasizing the need for adaptability, strong communication, and a commitment to process. The growth opportunities are significant, particularly in developing specialized skills and leadership capabilities within a mission-driven environment.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led end-to-end research for a complex product or system. What were your key challenges and how did you overcome them?" (Focus on your process, decision-making, and impact.)

• "How would you approach establishing research operations, including a participant recruitment pipeline, for a government agency serving diverse populations with potential accessibility barriers?" (Highlight your operational thinking and understanding of public sector constraints.)

• "Imagine you've found conflicting insights from qualitative interviews and quantitative analytics regarding a feature. How would you resolve this discrepancy and present a unified recommendation to stakeholders?" (Test your synthesis and stakeholder management skills.)

• "How do you ensure your research findings are translated into actionable recommendations that product teams can readily implement?" (Demonstrate your ability to drive product change.) Company & Culture Questions:

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

• "How do you approach working within cross-functional teams, especially with engineers and product managers who may have different priorities?" (Assess your collaboration and communication style.)

• "Describe your experience with ensuring research methodologies are rigorous and free from bias, particularly when dealing with sensitive topics or vulnerable populations." (Evaluate your commitment to ethical research.) Portfolio Presentation Strategy:

• Narrative Flow: Structure your case study presentations like a story – beginning with the problem, detailing your journey through research, and concluding with the impact.

• Visuals: Use clear, concise visuals (e.g., anonymized user quotes, key data charts, wireframes showing design changes) to support your narrative. Avoid dense text.

• Quantify Impact: Wherever possible, use metrics to demonstrate the success of your research and its influence on product outcomes (e.g., reduced task completion time, increased user satisfaction scores, decreased support tickets).

• Focus on "Why": Be prepared to explain the rationale behind your methodological choices and how your research directly addressed the project's objectives.

• Be Prepared for Questions: Anticipate questions about your specific contributions, challenges faced, and alternative approaches you might have considered.

📝 Enhancement Note: The interview preparation should focus on demonstrating leadership in research, operational thinking, strong communication skills, and a commitment to user advocacy within a public sector context. Your portfolio is your primary tool for showcasing these capabilities.

📌 Application Steps

To apply for this operations position:

• Submit your application through the City of New York's job portal, searching for Job ID #789794.

• Portfolio Customization: Tailor your resume and portfolio to highlight experience in end-to-end user research, establishing research operations, working with diverse user groups, and translating findings into actionable recommendations, particularly for complex systems or process improvement projects.

• Resume Optimization: Ensure your resume clearly articulates your years of experience, specific research methodologies used, tools proficiency, and any experience relevant to government or public sector technology. Use keywords from the job description where appropriate.

• Interview Preparation: Practice presenting your portfolio case studies, focusing on storytelling, quantifying impact, and explaining your methodological choices. Prepare to answer behavioral and situational questions related to leadership, collaboration, and problem-solving in a research context.

• Company Research: Familiarize yourself with the City of New York's Office of Technology and Innovation (OTI) and its mission. Understand the importance of the new construction permitting process and how technology can improve it. Research OTI's values and current initiatives to demonstrate your alignment.

⚠️ 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.