Research Operations Analyst

Overview:

LMI is seeking a Research Operations Analyst to help revolutionize customer experiences (CX) with the Social Security Administration. This individual will work as part of a cross-functional team, providing service design, user experience (UX), human centered design (HCD) support, through research, analysis, and recommendation activities associated with this transformation initiative. We are seeking a self-starter with expert consulting skills and experience spanning CX, UX, process improvement, and human centered design domains. 

At LMI, we’re reimagining the path from insight to outcome at The New Speed of Possible™. Combining a legacy of over 60 years of federal expertise with our innovation ecosystem, we minimize time to value and accelerate mission success. We energize the brightest minds with emerging technologies to inspire creative solutioning and push the boundaries of capability. Founded in 1961 to help the Department of Defense resolve complex logistics management challenges, LMI continues to enable growth and transformation, enhance operational readiness and resiliency, and ensure mission success for federal civilian and defense agencies.  

LMI has been named a 2024 #TopWorkplace in the BuiltIn Workplaces! We are honored to be recognized as a company that values a people-centered culture, and we are grateful to our employees for making this possible!  

• Coordinate and oversee the execution of user experience research efforts across multiple teams. 

• Ensure research activities are aligned with project roadmaps and adhere to specified deadlines. 

• Facilitate communication and collaboration among UX researchers, service designers, and customer experience SMEs. 

• Develop and maintain a research repository to organize and archive all research artifacts and insights, ensuring accessibility and knowledge sharing across teams. 

• Implement and manage data protection and confidentiality protocols to ensure participant privacy and compliance with legal and ethical standards. 

• Manage logistics for user research sessions, including participant recruitment and scheduling. 

• Maintain comprehensive documentation of research processes, findings, and actionable insights. 

• Assist in developing and refining research strategies to meet key milestones and requirements. 

• Monitor and report on the progress of research initiatives to stakeholders and project teams. 

Qualifications (Required): 

• Bachelor’s degree in Psychology, Human-Computer Interaction, Information Science, or a related field. 

• 3+ years of experience in product development, operations, project management, or a related field 

• Proven experience in research operations, project coordination, or a related role within a UX/CX environment. 

• Strong organizational skills and ability to manage multiple tasks simultaneously. 

• Excellent communication and interpersonal skills. 

• Proficient in using research and project management tools (e.g., Jira, Confluence). 

• Ability to work collaboratively in a fast-paced, dynamic environment.  

Qualifications (Preferred):  

• Experience in a fast-paced, agency or consulting environment. 

• Familiarity with user experience research methodologies and practices. 

• Advanced degree in a relevant field. 

• Experience with user analytic tools such as Maze, usertesting.com, Dovetail