Customer Experience Research Associate, Opportunity & Mobility

WHO WE ARE: At Fors Marsh, we take on issues that matter. We are a team of researchers, advisors, and communicators working together to shape the systems that shape our lives. We look at human behavior from all angles to design targeted solutions that influence decision-making and move people to action. We are committed to the problem, not just the project, and we are intentional about taking on work and forming partnerships that balance purpose, people, planet, and profit. We are a certified B Corporation, a Just employer, and a 2019-2024 Top Workplace. We hold ourselves accountable to the values that have always defined us. And those values drive us to be the best possible versions of ourselves-for each other, our communities, our clients, and the world.

WHO WE ARE LOOKING FOR: The Fors Marsh Program Evaluation and Policy Analysis (PEPA) practice area seeks a Customer Experience Research Associate to join our Opportunity and Mobility team. Our mission is to optimize the efficiency, effectiveness, and satisfaction of government services by placing citizens at the center and leveraging human-centered insights. This role will lead large-scale customer experience research projects for public sector financial and citizen service clients. The Research Associate will manage complex, team-structured survey research initiatives and serve as a project manager, fostering strong client relationships. This position offers the opportunity to make a significant impact on public sector services by leading research that informs policy and improves citizen experiences with government agencies.

Responsibilities include:

• Lead multiple research projects for public sector clients focused on federal financial and citizen services (e.g., Department of Treasury, Department of Commerce, Social Security Administration).
• Lead the design, development, and implementation of both quantitative (IVR, CATI, web surveys) and qualitative (e.g., focus groups, interviews) customer experience and satisfaction research initiatives.
• Oversee all aspects of project management, including coordinating tasks, schedules, budgets, deliverables, and team members to meet project goals and objectives.
• Develop and maintain client relationships, understanding their needs, managing expectations, and providing continuous support across multiple concurrent projects.
• Manage all stages of the research process, including survey creation, data collection, cleaning, analysis, and reporting.
• Oversee the preparation and analysis of quantitative data, interpreting results from descriptive and inferential analyses to identify patterns and develop human-centered solutions.
• Create and deliver internal and external communications for both technical and non-technical audiences, summarizing research methods, interpreting results, detailing implications, and offering recommendations.
• Manage project …