Job Description

This is a contract-based employment opportunity

The Executive Office of Technology Services and Security (EOTSS) is the lead enterprise technology organization for the Commonwealth of Massachusetts. Charged with driving the ongoing alignment of business and technology across the Commonwealth’s Executive Branch, EOTSS oversees and manages the enterprise technology, digital infrastructure and services, as well as the Commonwealth Security Operations Center and an enterprise Standard Operating Environment that includes an information security and risk management framework for over 125 state agencies and over 43,000 state employees. We directly serve our constituents by providing digital services and tools that enable taxpayers, drivers, businesses, visitors, families and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure.

Our Mission: We provide technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.

About The Role:

Interested in helping to solve meaningful problems and transform 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 Senior Experience Research Operations Specialist to join our Experience Design and Research Team at Massachusetts Digital Services .

The Massachusetts Digital Service (Mass Digital) , a division of The MA Executive Office of Technology Services and Security (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. In this full-time contract role, you’ll play a critical role on several key initiatives in the Commonwealth Digital Roadmap .

Our team strives to grow an actionable understanding of the people we serve, design & deliver transformative experiences and solutions, and accelerate people centered innovation across the Commonwealth of Massachusetts government. We’re committed to inclusive, iterative people centered design -- guided by continuous experience research engagements with a diverse and representative set of Massachusetts government constituents.

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 5:00PMEST, in a primarily 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.

Duties and 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 experience/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.

Preferred Knowledge, Skills & Abilities:

• 2+ years’ direct experience providing program/project management and operational support for Experience/User Research teams required
• 5+ years’ experience with program/project management in an agile product environment is desired
• 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
• Excellent organizational skills and communication skills
• Experience with and skilled in the use of varied digital tools to support various aspects of experience operations -- spanning recruiting, managing participant data & relationships, documents and assets, scheduling, communications etc. (e.g., GSuite, Salesforce, Calendly, Zoom, etc.)
• Familiarity and experience with digital tools to support experience research execution, analysis and synthesis is a plus (e.g., Foresee/Verint, Maze, User Testing, Condens, etc.)
• Experience recruiting people who have disabilities or use assistive tech is a plus
• Experience recruiting diverse populations across all sort of demographics (income, race and ethnicity, education levels, etc) is strongly preferred
• Proficiency in Spanish or another widely spoken language is a plus

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