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Experience Research Operations Specialist

4 months ago

Boston, United States Executive Office of Technology Services and Security Full time

About the role:


Are you interested in solving meaningful problems and transforming the journeys and experiences of millions of constituents interacting with the Commonwealth of Massachusetts government services? We’re looking for a highly skilled, well-organized, and purpose driven Experience Research Operations Specialist to join our Experience Design and Research Team at the Massachusetts Digital Service (Mass Digital).


Our team strives to grow an actionable understanding of the people we serve, design & deliver transformative experiences and solutions, and accelerate human centered innovation across the Commonwealth of Massachusetts government. We’re committed to inclusive, iterative human centered design - guided by continuous experience research engagements with a diverse and representative set of Massachusetts government constituents. In this full-time contract role, you’ll play a critical role on several key initiatives in the Commonwealth Digital Roadmap.


You’ll help us organize and accelerate the work and impact of our growing team, with a special focus on supporting our Experience Research Team and Program. A cornerstone of your role will be to help coordinate and provide operational and logistical support for our growing Experience Research Program spanning recruiting, scheduling & logistics, monitoring and managing our research participant panel, databases and budget, help others access and utilize research tools, and serve as a liaison for communications and coordination with research participants. You’ll help define and improve research processes and workflow and create communication and enablement materials. You’ll collaborate with our growing Experience Design and Research Team, product managers, stakeholders, and agency partners while coordinating with multiple cross functional teams.


We strive to create a culture of belonging in Mass Digital. We are committed to building a workforce that reflects the diversity of the Commonwealth and to celebrating our differences. All applicants and employees drawn to serve our mission will enjoy equal opportunity and fair treatment. We will recruit, hire, compensate, train and promote without regard to race, color, gender (identity and expression), sex, sexual orientation, creed, religion, national or ethnic origin, age, disability status, veteran’s status, or anything else that describes your identity as a human being.


This position is a full-time contract opportunity. The work schedule for this position is Monday through Friday, 9:00AM to 5:00PM EST, in a hybrid remote arrangement with 2 - 4 days per month spent at the primary work location: One Ashburton Place, Boston, Massachusetts 02108. Applicants should be located within reasonable commuting distance from the primary work location.


Key Responsibilities:


  • Own the participant recruitment lifecycle: draft screeners, source and schedule participants that meet our team’s equity goals, prepare participants for interviews and usability tests, distribute incentives, and manage consent forms.
  • Promote ethical research practices and adherence to healthcare and data protection regulations.
  • Help us be good stewards of research data, including developing a data retention and governance structure, and tracking incentives, consent forms and NDAs.
  • Provide logistical support for design research activities (e.g., scheduling, communications, workshop support, etc.).
  • Collaborate with Experience Researchers to help grow and manage our Experience Research assets and knowledge base (notes, recordings, learning summaries, playback materials, etc.).
  • Evaluate and implement new tools with Experience Researchers and cross-functional partners to solve for the needs of the research team as we grow and manage the vendor relationships.
  • Interface with legal, security and procurement teams to onboard and pay vendors, including facilitating statements of work.
  • Collaborate with the research team to establish a vision on operational initiatives that support the team’s strategy.
  • Continuously propose new ideas for improving efficiency and experimenting with new tools, processes, and techniques to streamline the work produced by you and your team, keeping it aligned with the broader visions of the Experience Research Team and the company at large.
  • Contribute to the development of experience research playbooks and enablement materials.


Qualifications:


  • Two (2) plus years of direct experience providing Program/Project Management/Knowledge Management and Operational Support for User Experience/Research teams is required.
  • Two (2) plus years of relevant experience contributing to the development of research programs, creating participant lists for research studies, and growing research panels is required.
  • Two (2) to five (5) plus years of experience with Program/Project Management in an Agile product environment is desired.
  • Excellent communication and interpersonal skills – comfortable engaging with research participants as part of the recruitment process (e.g., sourcing, managing data, preparing for interviews), as well as collaborating with cross-functional teams to help grow research programs.
  • Process and efficiency guru - passion for planning, tracking, organizing logistics, and documentation.
  • Familiarity with the digital and omni-channel product/service design and development processes and experience research methods, including participant recruitment tactics and strategies.
  • Strong ability to support and work programmatically across multiple workstreams.
  • Familiarity with emerging best practices in Experience/UX Research Operations.
  • Experience with and skilled in the use of various digital tools (e.g., G Suite, Salesforce, Calendly, Zoom, etc.) to support various aspects of experience operations - spanning recruiting, managing participant data and relationships, documents and assets, scheduling, communications, etc.
  • Familiarity and experience working with existing digital tools and with identifying new digital tools to help support experience research execution, analysis, and synthesis is a plus - (e.g., Foresee/Verint, Maze, User Testing, Condens, etc.).


About EOTSS and the Massachusetts Digital Service:


The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level information technology services and infrastructure, including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.


The Massachusetts Digital Service, a division of EOTSS, partners with organizations across state government to transform how residents, visitors, businesses, and government agencies interact with the Commonwealth. Our mission is to design and deliver accessible/inclusive, seamless, effective, and secure digitally enabled end-to-end experiences that adapt to a person’s needs, so that every time they engage with any part of their government, they're getting the most and best of the Commonwealth.


Mass Digital has established its track record of delivery through recent work with the Department of Family and Medical Leave (DFML) and during the COVID-19 pandemic. We helped DFML launch the Commonwealth’s first digitally native service, Paid Family and Medical Leave and PaidLeave.mass.gov. During the pandemic, we supported the Department of Unemployment Assistance in expanding their capacity to process unemployment claims in multiple languages and designed content for rapidly evolving pandemic unemployment benefits. We also supported the Department of Public Health and Command Center in launching and operating the state’s vaccine preregistration system.


We’ve now turned our attention to implementing a vision of statewide digital experiences that are more accessible, inclusive, streamlined, and secure: the Commonwealth Digital Roadmap. Our roadmap calls for transforming state services so that they meet the diverse needs of the people we serve. We’ll achieve this through initiatives to create a single identity and profile for users of Commonwealth services, expand and harmonize channels of communication, and improve people’s holistic journeys and integrated experiences across different state services. We are designing and developing new products and services, establishing new policies and standards, and building capacity within agencies. To make this vision a reality, we are expanding our Experience Design and Research Team.


An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.


The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.