Senior User Researcher, Human Centered Design and Human Factors

📍 Job Overview

Job Title: Senior User Researcher, Human Centered Design and Human Factors

Company: Fors Marsh

Location: United States

Job Type: FULL_TIME

Category: User Research / Human-Centered Design / Human Factors

Date Posted: 2026-08-24

Experience Level: 8+ Years Professional Experience (Senior Level)

Remote Status: Remote Solely

🚀 Role Summary

• Lead comprehensive user research initiatives, from initial discovery to validation, for critical government digital services.

• Champion human-centered design principles and human factors expertise to ensure government systems are intuitive, accessible, and effective for all citizens.

• Drive measurable improvements in user experience and policy through rigorous research, data analysis, and actionable recommendations.

• Provide technical leadership and mentorship to research teams, fostering a culture of methodological excellence and continuous learning.

• Serve as a key technical liaison, effectively communicating complex research findings and strategic recommendations to government stakeholders.

📝 Enhancement Note: This role is a contingent hire, meaning it's dependent on Fors Marsh winning an upcoming federal contract. The focus on government systems, U.S. Web Design System (USWDS), and Section 508 compliance indicates a strong emphasis on public sector digital transformation and accessibility standards. The salary range suggests a senior-level position requiring significant expertise and leadership.

📈 Primary Responsibilities

• Spearhead the end-to-end planning, design, execution, analysis, and reporting of user research studies across the full research lifecycle, ensuring alignment with program objectives and constraints.

• Recommend and rigorously defend the selection of appropriate research methodologies (qualitative and quantitative) to address specific program goals, timelines, and resource limitations.

• Uphold the highest standards of scientific rigor, ethical conduct, and evidence-based user research practices in all research activities.

• Conduct in-depth usability and accessibility evaluations, considering the diverse needs of all user populations, including those with disabilities and varying levels of digital literacy.

• Translate complex research findings into clear, concise, and actionable recommendations for product teams, designers, and policymakers to drive immediate impact.

• Collaborate closely with designers, product managers, and engineers to embed validated user insights directly into service design decisions and product development cycles.

• Lead technical discussions and present research findings with confidence and credibility to senior government stakeholders, effectively advocating for user needs.

• Advise government clients on best practices for service design, aligning digital service delivery with federal guidance such as the U.S. Web Design System (USWDS) and Section 508 accessibility standards.

• Provide crucial technical guidance, mentorship, and quality assurance to junior research staff, fostering professional development and ensuring consistency across studies.

• Contribute to business development efforts by participating in proposal development, including conducting background research and formulating study designs for new opportunities.

📝 Enhancement Note: The responsibilities emphasize a blend of hands-on research leadership, strategic advisory, and team mentorship, typical for a senior role within a consulting or research services firm. The specific mention of USWDS and Section 508 highlights a critical domain of expertise required for this federal contract work.

🎓 Skills & Qualifications

Education:

• A Bachelor's degree in Human-Computer Interaction (HCI), User Experience (UX), Psychology, Cognitive Science, Human Factors, Information Science, Anthropology, Sociology, Design Research, or a closely related discipline is required.

• An advanced degree (Master's or Ph.D.) in a related field is considered a strong plus. Experience:

• A minimum of eight (8) years of progressive professional experience conducting user research for digital products or services.

• Demonstrated experience working with federal or other public-sector clients is highly desirable. Required Skills:

• User Research Leadership: Proven ability to lead the full spectrum of user research activities, from planning and methodology selection to execution, analysis, and reporting.

• Methodological Expertise: Demonstrated command of both qualitative research methods (e.g., interviews, contextual inquiry, diary studies) and quantitative research methods (e.g., usability metrics, surveys, statistical analysis).

• Human-Centered Design (HCD) & Human Factors: Deep understanding and practical application of HCD principles and human factors engineering standards in digital product development.

• Usability & Accessibility Evaluation: Hands-on experience conducting rigorous usability and accessibility evaluations against recognized standards (e.g., Section 508).

• Stakeholder Communication: Exceptional written, verbal, facilitation, and presentation skills, with proven ability to engage and influence senior government stakeholders.

• Problem Solving & Translation: Ability to translate complex research findings into clear, actionable recommendations that measurably shape design and product decisions.

• U.S. Citizenship: Must be a U.S. Citizen to meet federal contract requirements.

Preferred Skills:

• Consulting Experience: Experience in a consulting or professional services environment, including client relationship management and delivery under fixed timelines.

• Federal Agency Experience: Prior direct experience with federal agencies, with specific preference for experience with CDC, IRS, and/or DHS.

• Federal CX & Accessibility Policy: Demonstrated familiarity with federal Customer Experience (CX) and accessibility policy, including Section 508 and OMB guidance on digital experience.

• Agile/Scrum Environment: Experience working within agile or scrum-based delivery environments, collaborating closely with product and engineering teams.

• Mentorship/Team Leadership: Experience mentoring or leading research staff on multi-study, multi-agency portfolios.

• Human Factors Standards: Familiarity with specific human factors engineering standards and tools, such as the System Usability Scale (SUS).

• Professional Certifications: Relevant professional certifications such as Nielsen Norman Group (NN/g) UX Certification (with a UX Research specialty), Certified Customer Experience Professional (CCXP) from CXPA, or comparable certifications.

📝 Enhancement Note: The extensive experience requirement (8+ years) and the emphasis on federal clients, specific agency experience, and policy knowledge (Section 508, USWDS) strongly suggest this role is critical for a high-stakes government project. The preference for specific certifications and advanced degrees points to a highly selective hiring process focused on deep domain expertise.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Research Lifecycle Documentation: Showcase examples of research plans, study designs, participant recruitment strategies, and data collection instruments used across various projects.

• Methodological Diversity: Present case studies demonstrating the application of a wide range of qualitative and quantitative research methods, tailored to different research questions and project phases.

• Impactful Recommendations: Include examples of how research findings were translated into concrete, actionable recommendations that led to measurable design or product improvements.

• Data Synthesis & Reporting: Demonstrate proficiency in synthesizing complex qualitative and quantitative data into clear, compelling reports, presentations, and visualizations for diverse audiences, including senior stakeholders.

• Accessibility & Usability Focus: Highlight projects where usability and accessibility evaluations were conducted, detailing the standards used and the resulting improvements implemented.

Process Documentation:

• Research Planning & Design: Document the process for defining research objectives, selecting appropriate methodologies, developing research instruments (e.g., interview guides, survey questionnaires), and outlining project timelines and resource needs.

• Data Collection & Analysis: Illustrate systematic approaches to conducting research sessions, collecting data, and performing qualitative (e.g., thematic analysis) and quantitative (e.g., statistical analysis) analysis.

• Reporting & Stakeholder Engagement: Detail the process for synthesizing findings, creating compelling reports and presentations, and effectively communicating research insights and recommendations to clients and internal teams.

• Integration into Design/Policy: Showcase how research insights are systematically integrated into the design and policy-making process, including collaboration workflows with designers, product managers, and policymakers.

📝 Enhancement Note: For a role like this, a portfolio is crucial for demonstrating practical application of research skills. Candidates should be prepared to showcase projects that involved complex problem-solving, diverse user groups, and direct impact on product or policy decisions, especially within a government or public sector context. The emphasis on process documentation highlights the need to articulate how research is conducted, not just what was found.

💵 Compensation & Benefits

Salary Range: $110,000 - $130,000 annually.

Benefits:

• Comprehensive Health Coverage: Top-tier health and dental insurance, with 100% of employee coverage costs covered by Fors Marsh.

• Additional Insurance Options: Vision insurance, long-term disability insurance, and short-term disability insurance.

• Generous Retirement Contributions: Matching retirement contributions with no vesting period after the third month of employment.

• Flexible Paid Time Off: A culture that values balance, allowing employees to take leave as needed to manage work and personal responsibilities without strict accrual limits.

• Floating Holiday Bank: A bank of floating holidays to celebrate personal or cultural days of significance.

• Professional Development: Dedicated training and development budgets to foster skill expansion and career growth.

• Paid Volunteer Time Off: Opportunities to give back to the community with paid time off for volunteering.

• Employee Resource Groups: Participation in Fors Marsh staff-led affinity groups.

• Certified B Corp Network Discounts: Access to product and service discounts through the certified B Corp network.

Working Hours:

• Full-time position, typically expected to align with a standard 40-hour work week. Flexibility may be available, but core hours will likely be dictated by project needs and client availability, particularly for a remote role supporting federal contracts.

📝 Enhancement Note: The salary range is competitive for a senior-level user researcher with specialized experience in human-centered design and human factors, especially in the U.S. market. The benefits package is notably generous, particularly the 100% coverage for employee health/dental and the flexible PTO policy, reflecting Fors Marsh's commitment to employee well-being and work-life balance. The "contingent hire" status is important to note regarding the start date and final offer.

🎯 Team & Company Context

🏢 Company Culture

Industry: Research, Strategy, and Communications Consulting, with a strong focus on government and public sector clients. Fors Marsh is a certified B Corporation, indicating a commitment to social and environmental performance, accountability, and transparency.

Company Size: The description implies a growing firm, likely in the mid-size range (50-250 employees), capable of handling significant federal contracts and investing in professional development.

Founded: Fors Marsh has been recognized as a "Top Workplace for 7 consecutive years," suggesting a stable and positive internal culture.

Team Structure:

• The role involves serving as the "technical anchor" for a research team, implying a structure where senior researchers provide guidance and oversight to other team members.

• Collaboration is expected across interdisciplinary teams of researchers, strategists, and communicators.

• Close partnership with designers, product managers, and engineers is a key aspect of embedding research into service design. Methodology:

• Fors Marsh emphasizes a rigorous, evidence-based approach to understanding human behavior and context.

• The company leverages deep understanding of people and context to design solutions that influence decision-making and drive action.

• A commitment to rigorous scientific and ethical standards is paramount, especially for federal contract work.

Company Website: https://forsmarsh.com/

📝 Enhancement Note: Fors Marsh's identity as a certified B Corp and a consistently recognized "Top Workplace" suggests a company culture that values purpose-driven work, employee well-being, and ethical practices. This is particularly relevant for operations professionals seeking a stable and mission-aligned organization. The focus on research excellence and evidence-based solutions aligns well with the requirements of a senior researcher role.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Researcher position, indicating a high level of expertise and responsibility. It's a technical leadership role, focused on setting research standards, guiding complex projects, and mentoring junior staff, rather than direct people management (though leadership of research teams is expected).

Reporting Structure: The role is described as a "technical anchor for a research team" and involves "providing technical guidance and mentorship to research staff." This suggests reporting to a Research Director or Program Manager, while directly influencing and guiding other researchers assigned to the project.

Operations Impact: The core impact of this role is to shape how citizens interact with government systems. By ensuring these systems are user-centered, accessible, and effective, the researcher directly influences public service delivery, citizen satisfaction, and the efficiency of government operations. The work directly informs design and policy improvements, leading to tangible changes in how millions of people experience government services.

Growth Opportunities:

• Leadership Expansion: As the federal program scales, there's a clear opportunity to grow into a long-term leadership position, potentially managing larger research teams or a portfolio of government projects.

• Domain Specialization: Deepening expertise in specific government sectors (e.g., health, benefits, public services) and federal standards (USWDS, Section 508).

• Business Development: Contributing to proposal development and capture efforts offers a pathway into strategic business growth roles within Fors Marsh.

• Mentorship & Training: Continued development of mentorship skills and the ability to shape research practices within the organization.

• Advanced Certifications: Pursuing and obtaining advanced certifications (e.g., CCXP, specialized Human Factors credentials) can further enhance career progression.

📝 Enhancement Note: The "contingent hire" nature of this role means that initial growth is tied to the successful award of the federal contract. However, the description explicitly mentions the potential for "long-term leadership" as the program scales, indicating a strong growth trajectory for successful candidates post-award.

🌐 Work Environment

Office Type: The position is listed as "Remote Solely" (#LI-Remote), indicating a fully remote work arrangement within the United States. This suggests a distributed team environment.

Office Location(s): While remote, the role is tied to a federal contract, implying that interactions and potential security investigations will be U.S.-based. The company headquarters is in the U.S. (implied by "US" location and federal contract focus).

Workspace Context:

• Independent Work: Remote work requires strong self-discipline, time management, and the ability to work independently without direct physical supervision.

• Virtual Collaboration: Expect extensive use of virtual collaboration tools (e.g., video conferencing, shared documents, project management software) for team meetings, client presentations, and research execution.

• Technology & Tools: Access to reliable internet, a suitable home office setup, and proficiency with standard remote work and research software will be essential.

• Security Requirements: Given the federal contract nature, candidates must be U.S. citizens and consent to a background check, potentially involving access to sensitive information.

Work Schedule: Standard 40-hour work week is implied, but flexibility is often a hallmark of remote roles. However, supporting government clients may require adherence to specific business hours or availability during core collaboration times across different U.S. time zones.

📝 Enhancement Note: The "Remote Solely" designation is key. Candidates should be comfortable with a fully remote setup and possess strong asynchronous communication skills. The federal contract context also means that security clearances and adherence to specific government operational rhythms might be required.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and potentially a brief introductory call to assess basic qualifications and alignment with the role.

• Technical Interview(s): In-depth discussions focusing on your user research experience, methodological expertise, understanding of human-centered design and human factors, and ability to handle complex research challenges. Expect scenario-based questions.

• Portfolio Review Session: A dedicated session where you will present examples from your portfolio, detailing your process, findings, and the impact of your research. This is a critical stage for demonstrating practical application.

• Stakeholder/Client Simulation: Potentially a session simulating a presentation to government stakeholders, assessing your communication, persuasion, and technical credibility.

• Behavioral Interview: Assessing cultural fit, teamwork, problem-solving approach, and alignment with Fors Marsh's values (e.g., rigor, impact, collaboration).

• Final Offer (Contingent): If successful, an offer will be extended, contingent upon the company winning the federal contract.

Portfolio Review Tips:

• Curate Selectively: Choose 3-4 strong, diverse projects that best showcase your senior-level expertise across the research lifecycle, methodology, and impact.

Prioritize projects relevant to government services, accessibility, or complex digital products.

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

  • The problem/challenge.
  • Your specific role and responsibilities.
  • The research questions.
  • The methodologies employed and why they were chosen.
  • Key findings and insights.
  • Actionable recommendations and their impact (quantify if possible).
  • Lessons learned.

• Emphasize Process: Clearly explain your thought process, how you navigated challenges, and how you ensured methodological rigor and ethical standards.

• Highlight Government/Public Sector Relevance: If possible, include projects that demonstrate experience with similar user groups or regulatory environments.

• Prepare for Questions: Be ready to discuss your decisions, defend your methodologies, and elaborate on the impact of your work.

Challenge Preparation:

• Methodology Design: Be prepared to design a research approach for a hypothetical government digital service problem.

• Problem Solving: Anticipate questions about how you would address specific research challenges (e.g., low recruitment rates, difficult-to-reach populations, conflicting stakeholder needs).

• Accessibility Focus: Prepare to discuss how you would ensure research and design are inclusive and compliant with Section 508.

• Communication Strategy: Think about how you would present complex data to a non-technical audience, such as government policymakers.

📝 Enhancement Note: The "contingent hire" status means the interview process is for a potential future role. The emphasis on portfolio review and stakeholder simulation highlights the need for candidates to not only have the skills but also to demonstrate them effectively in a presentation and communication context.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: Experience with tools for remote usability testing, survey creation, and participant recruitment (e.g., UserTesting.com, Optimal Workshop, Qualtrics, SurveyMonkey, UserZoom).

• Qualitative Data Analysis Software: Familiarity with tools that assist in coding, thematic analysis, and synthesis of qualitative data (e.g., NVivo, Dovetail, ATLAS.ti).

• Quantitative Data Analysis & Visualization Tools: Proficiency in statistical software (e.g., SPSS, R, Python libraries) and data visualization tools (e.g., Tableau, Power BI, Excel) for survey data and metrics analysis.

• Collaboration & Communication Tools: Expertise in using platforms like Slack, Microsoft Teams, Zoom, Google Workspace, and project management tools (e.g., Asana, Jira, Trello) for remote team collaboration.

Analytics & Reporting:

• Web Analytics: Understanding of how to interpret data from web analytics platforms (e.g., Google Analytics) to complement qualitative findings.

• Reporting & Presentation Software: Advanced skills in creating clear, compelling reports and presentations using tools like Microsoft PowerPoint, Google Slides, and potentially specialized design or documentation tools.

CRM & Automation: (Less direct, but understanding of their role in user journeys)

• While not a direct CRM/automation role, an understanding of how user journeys flow through digital services, including potential CRM touchpoints or automated processes, is beneficial for context.

📝 Enhancement Note: The specific tools mentioned are common in user research and design roles. For this position, demonstrating proficiency in tools that support rigorous analysis, clear reporting, and effective remote collaboration will be key. Experience with accessibility testing tools and federal design systems like USWDS is also implicitly valuable.

👥 Team Culture & Values

Operations Values:

• Rigor & Evidence-Based Practice: A deep commitment to scientific integrity, methodological soundness, and using data to drive decisions.

• Impact & Purpose: A focus on creating meaningful change and contributing to societal well-being through research that influences public institutions.

• Human-Centeredness: Prioritizing the needs, experiences, and perspectives of users in all research and design efforts.

• Collaboration: Working effectively across disciplines and with stakeholders to achieve shared goals.

• Ethical Conduct: Upholding high ethical standards in research and client interactions.

• Continuous Learning: A dedication to staying current with research methods, tools, and industry best practices.

Collaboration Style:

• Cross-Functional Integration: Researchers are expected to work closely with designers, developers, product managers, and strategists, acting as a bridge between user needs and product solutions.

• Client-Centric: A strong focus on understanding client needs, building trust, and delivering valuable insights and recommendations that meet client objectives.

• Mentorship & Knowledge Sharing: A culture that encourages senior team members to mentor junior staff and for the team to share knowledge and best practices.

• Data-Driven Dialogue: Discussions and decision-making are grounded in research findings and data analysis.

📝 Enhancement Note: Fors Marsh's B Corp status and "Top Workplace" recognition suggest a culture that values employee well-being, social impact, and collaborative problem-solving. For a senior researcher, demonstrating alignment with these values, particularly rigor, impact, and collaboration, will be important.

⚡ Challenges & Growth Opportunities

Challenges:

• Federal Contract Dependency: The role is contingent on winning a federal contract, introducing uncertainty regarding start date and project specifics until award.

• Navigating Government Bureaucracy: Working with government clients may involve longer decision cycles, complex stakeholder landscapes, and adherence to specific procurement and project management processes.

• Diverse User Populations: Researching for government systems often means engaging with a wide spectrum of users, including those with low digital literacy, disabilities, or unique cultural backgrounds, requiring adaptable research approaches.

• Translating Complex Needs: Synthesizing and communicating findings from potentially sensitive or complex government programs into actionable insights for diverse audiences.

• Maintaining Remote Connection: Ensuring strong team cohesion and effective collaboration in a fully remote work environment.

Learning & Development Opportunities:

• Deep Dive into Federal CX/HCD: Significant opportunity to become an expert in government digital service design, U.S. federal standards (USWDS, Section 508), and federal agency operations.

• Advanced Methodological Application: Applying and potentially refining advanced qualitative and quantitative research techniques in high-impact, large-scale projects.

• Leadership and Mentorship: Developing skills in leading research teams, mentoring junior researchers, and contributing to business development and proposal writing.

• Industry Conferences & Certifications: Potential for support in attending relevant conferences (e.g., UXPA, HFES) or pursuing advanced certifications.

• Cross-Disciplinary Growth: Exposure to strategy and communication aspects of Fors Marsh's work, broadening overall consulting expertise.

📝 Enhancement Note: The challenges are largely tied to the nature of federal contracting and public sector work. The growth opportunities are substantial, particularly for those looking to specialize in government digital services and take on leadership responsibilities.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design a research study for a complex government system. What were the key challenges, and how did you address them?" (Focus on methodology, stakeholder management, and user diversity).

• "How would you approach assessing the usability and accessibility of a new benefits portal for a federal agency?" (Demonstrate knowledge of Section 508, USWDS, and relevant methodologies).

• "Imagine a government stakeholder is resistant to your research findings. How would you present your data and recommendations to gain their buy-in?" (Focus on communication, persuasion, and data visualization).

• "Walk us through a project where your research directly led to a significant change in a digital product or policy. What was the impact, and how did you measure it?" (Prepare a strong portfolio case study with clear ROI or impact metrics). Company & Culture Questions:

• "What interests you about working on government digital services and Fors Marsh's mission?" (Research Fors Marsh's B Corp status, "Top Workplace" awards, and their work in public sector).

• "How do you ensure ethical research practices, especially when working with vulnerable populations or sensitive data?" (Highlight your commitment to research ethics).

• "Describe your experience mentoring junior researchers or leading research teams." (Provide specific examples of guidance, feedback, and team coordination).

• "How do you stay current with the latest trends and best practices in user research, human-centered design, and human factors?" (Showcase continuous learning habits). Portfolio Presentation Strategy:

• Storytelling: Frame your portfolio projects as compelling narratives with a clear beginning (problem), middle (your process and findings), and end (impact and recommendations).

• Visuals: Use screenshots, mockups, key data visualizations, and quotes from users to make your presentation engaging and easy to understand.

• Focus on "Why": For each methodological choice, explain why you chose it over alternatives. For each recommendation, explain the user need it addresses.

• Quantify Impact: Whenever possible, use metrics to demonstrate the success of your recommendations (e.g., reduction in task completion time, increase in satisfaction scores, decrease in error rates).

• Conciseness: Be mindful of time. Prepare to present your strongest points efficiently.

📝 Enhancement Note: The interview process will heavily weigh your ability to articulate your research process, demonstrate practical application of methodologies, and communicate the impact of your work, especially in the context of federal requirements and diverse user needs. Be ready to defend your choices and showcase leadership potential.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Fors Marsh careers portal.

• Portfolio Customization: Tailor your resume and cover letter to highlight your experience with user research, human-centered design, human factors, and any relevant work with government or public sector clients. Emphasize your leadership and mentorship capabilities.

• Resume Optimization: Ensure your resume clearly outlines your years of experience, specific methodologies used, key projects, and measurable outcomes. Use keywords from the job description such as "user research," "human-centered design," "human factors," "usability," "accessibility," "Section 508," and "federal contract."

• Portfolio Preparation: Select 3-4 of your strongest projects that demonstrate your end-to-end research process, methodological breadth, and impactful recommendations. Prepare clear case study narratives for presentation, focusing on government-relevant scenarios and accessibility considerations.

• Company Research: Thoroughly research Fors Marsh, their mission, their work with government clients, and their B Corp status. Understand their commitment to rigor, impact, and employee well-being. Prepare to discuss why you are a good cultural fit.

⚠️ 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.