The Role

We are seeking a Lead User Experience Researcher to drive research strategy and insights across our public safety product ecosystem. The Lead User Experience Researcher will lead the planning, execution, and synthesis of user research to ensure our products deeply align with the needs of first responders and agency personnel. You will also partner closely with Product Designers, Product Managers, Engineers, and SMEs to uncover user pain points, inform product direction, and shape intuitive, effective user experiences across multiple product lines.

What You Do

• Lead the development of research strategy, methodologies, and study plans that support product and experience goals.
• Conduct a wide range of research activities including interviews, contextual inquiry, ride-alongs, surveys, usability testing, diary studies, and field observations.
• Synthesize qualitative and quantitative findings into clear, actionable insights that shape product strategy, requirements, and design decisions.
• Partner with Product Designers to support early concept exploration, user journey mapping, and experience validation.
• Collaborate with Product Managers to prioritize research needs and integrate insights into roadmaps and product planning.
• Build strong relationships with public safety agencies to support ongoing field research and longitudinal studies.
• Present research findings to cross-functional teams, executives, and stakeholders with clarity and persuasive storytelling.
• Develop, manage, and scale research operations including participant recruitment, protocols, ethical practices, and data management.
• Establish and promote best practices for user research across the organization.
• Mentor junior and mid-level researchers, providing guidance on methodologies, synthesis techniques, and communication skills.
• Contribute to the continuous improvement of research processes, tools, and documentation.

What You Bring

Required Qualifications:

• 6–10+ years of experience conducting UX research for digital products, with at least 2–3 years in a senior or lead capacity.
• Deep experience with a broad range of qualitative and quantitative research methods.
• Proven ability to translate complex research findings into clear insights and strategic product recommendations.
• Strong understanding of user-centered design, interaction patterns, and usability principles.
• Experience conducting field research or working with complex, real-world workflows.
• Excellent storytelling, presentation, and communication skills.
• Ability to work collaboratively with product, design, engineering, and executive teams.
• Strong organizational and project management skills, with the ability to independently lead large research initiatives.
• Familiarity with accessibility standards and inclusive research practices.

Asset Qualifications:

• Experience in public safety, healthcare, transportation, or other mission-critical environments.
• Experience supporting design system research, pattern validation, or cross-product strategy.
• Ability to run mixed-methods studies and triangulate insights across data sources.
• Experience training others in research methods and championing research maturity across an organization.
• Background in human-computer interaction, cognitive psychology, anthropology, or a related field.

Note: Due to the nature of our work with public safety agencies, this position requires compliance with the FBI's Criminal Justice Information Services (CJIS) Security Policy. Candidates must successfully pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on CJIS security requirements, please visit the FBI's CJIS Security Policy Resource Center.