Senior UX Researcher


Full Time Senior-level / Expert
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A mission-driven organization determined to improve people’s lives through human-centered strategies and transformative technologies. We deliver on this promise by partnering with leading federal agencies to conceive and create powerful...
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Who we are:Bixal is a mission-driven, woman-owned small business determined to improve people's lives through human-centered strategies and transformative technologies, with a firm belief that everyone has the right to an effective government.   We deliver on this belief by partnering with leading Federal agencies to design, develop, and deliver powerful customer experiences through holistic digital product solutions and strategic communications initiatives––bringing a high standard and unique creative energy to our clients––and our wonderfully diverse culture is what makes it all possible.   Bixal unites different people with different perspectives from all over the world! We provide our team with an open and empowered environment where collaboration thrives and solutions flourish. 
Location: This position is currently fully remote due to Covid. Client will reassess once covid situation changes.  What will you do?  You will serve as the UX Researcher on a cross-functional team for DataConnect, an exciting project with the Center for Medicaid and CHIP Services (CMCS), which is a division of the Centers for Medicare and Medicaid Services (CMS). CMCS provides funds to States to administer their Medicaid and CHIP programs, and the States must report back how the funds are used, which is currently done by email, with Word docs, spreadsheets, and PDFs. DataConnect aims to aggregate this state reported data, normalize it, and make it available so that CMCS staff can run reports and create dashboards with a variety of analytics tools, which will influence policy and ensure Americans’ tax dollars are producing the highest value to those who need it most.   The role of the UX Researcher will be to understand the business needs of people in the many divisions of CMCS and to determine how DataConnect could support their goals. Most people at CMCS are not trained in data analytics, so you will also be helping to design onboarding and training protocols to increase people’s data analytics maturity, increase adoption of the DataConnect platform, grow data evangelists, produce communication materials, and other means of engaging users.   The UX Researcher will need to understand the totality of a person’s experience with a system. The Researcher is heavily involved throughout the early stages of this project. You will help define and understand the needs of all the actors in a system with generative research, which will ultimately set the stage for additional phases of this project. 


  • Research and understand the organizational needs and goals of CMCS regarding DataConnect. 
  • Define requirements to inform discovery activities. 
  • Develop a research plan to support a rapid understanding of current state processes, user objectives and needs, assessment of existing data (surveys, analytics, prior research materials, any necessary interviews or observation activities and co-relationships to integration points). 
  • Conduct discovery activities, including stakeholder interviews, audience analysis, use case identification, task analysis, heuristic evaluation, assessment of existing analytics (qualitative and quantitative), understanding service and technology gaps and friction points, user/stakeholder observation and journey mapping. 
  • Synthesize findings into insights that will define epics and inform the work of the UX Designer, Service Designer, and the larger team. 
  • Work in concert with the Service Designer and UX Designer to align research to the full customer journey and to support prototyping activities. 
  • Lead the development of customer journey maps for key audiences by identifying relevant use cases.  
  • Research user needs and identify potential system, policy, and process enhancements.  
  • Investigate current conditions within the digital experience, as well as contributing causes behind the scenes. 
  • Explore the root causes of friction points and propose hypothetical remediation concepts. 
  • Effectively communicate research findings, insights, implications, conceptual ideas and design goals both verbally and visually. 
  • Plan and facilitate collaborative analysis & synthesis working sessions. 
  • Work closely with strategists, designers and implementation teams to ensure that customers' goals are met. 
  • Other responsibilities as needed. 


  • Bachelor’s degree. 
  • Must be a US Citizen or Permanent Resident. 
  • Must be able to undergo and pass a Public Trust Clearance. 
  • Ability to communicate content and deliverables to both technical and non-technical team members. 
  • 8+ years of experience in UX Research or HCD role, or commensurate work experience.  
  • Demonstrated history of successful user research and analysis, with the ability to describe outcomes. 
  • Excellent verbal, written and visual communication skills. 
  • History of presenting work to a variety of populations, including stakeholders and clients.  
  • Ability to assess a client’s needs and articulate the rationale for insights and recommendations.  
  • Specific examples of prior experience to be shared and/or demonstrated during the interview (a portfolio of samples would be helpful). 
Perks & Benefits:Competitive base salaryFlex hoursWork from home flexibility401K with matching incentiveMedical/dental/vision benefitsFlex Spending AccountCompany provided short-term disabilityCompany provided life insuranceCommuter benefitsGenerous PTOPaid holidaysProfessional development opportunitiesNew business referral bonus
No recruiters or agencies please. Bixal is an equal opportunity employer and is committed to building a safe, inclusive environment for people of all backgrounds.
Job region(s): Worldwide/Anywhere
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