TechFlow, Inc. is on the lookout for a dedicated Customer Experience/User Experience Research Specialist to support the Department of Homeland Security (DHS) in crafting a strategy that enhances the citizen experience with DHS products and services. This role is pivotal in fostering a Human-Centered Delivery culture, centralizing the needs of citizens across various domains. As part of our dynamic team, you will engage in developing a strategy to ensure citizens enjoy seamless and gratifying experiences that also align with DHS business requirements. This comprehensive strategy will focus on: Identifying actionable and relevant data sources for effective user data gathering. Evaluating current systems and ongoing process definition efforts within the organization. Creating journey maps that encapsulate the desired experiences from the perspective of the target users, addressing their needs, wants, motivations, and pain points. A high-level implementation plan, including a pilot project and scheduling, will also be crafted to validate the proposed strategy for the DHS customer. Key Responsibilities: Assist in the development of strategies for CX/UX research, focusing on data identification and collection. Determine optimal research methodologies to yield accurate answers aligned with questions, timelines, and available resources. Contribute to the execution of the strategy and detailed user experience research plans. Analyze both qualitative and quantitative research findings, derive insights for multidisciplinary usage, and propose enhancements based on those insights. Synthesize research findings into actionable recommendations that stakeholders can effectively implement. Engage in the development and presentation of strategies and plans to senior government personnel. Requirements: 5+ years of experience in research roles with a strong focus on exploratory research aimed at enhancing customer experiences. Experience in planning or executing strategic initiatives, whether as a contributor or a leader. Proven track record of collaboration with management, stakeholders, and team members to propose initiatives and drive technology adoption. Familiarity with Agile, Scrum, or SAFe methodologies. Expertise in qualitative and quantitative research methodologies and data analysis techniques, with a willingness to expand these skills. Eligibility to obtain DHS EOD clearance, requiring U.S. Citizenship. Preferred Qualifications: Previous experience collaborating with government or federal agencies is a plus.