• Lead user research activities across Public Safety, Civilian, and Vital Core products.
• Plan and conduct customer interviews, usability studies, field research, journey mapping, and product validation activities.
• Gather, evaluate, and develop a strong understanding of customer use cases, market segments, competitors, and the regulatory environment.
• Translate research findings and data into actionable product recommendations, design improvements, and future research strategies.
• Present research findings and learnings to stakeholders and share insights across the organization.
• Partner closely with UX designers so user feedback and testing inform the design process.
• Create research documentation, analysis outputs, wireframes, workflows, prototypes, and interaction designs when additional design capacity is needed.
• Work with designers to define product structure and layout, iterate on solutions, and test design work with users.
• Partner with Product Management, Engineering, Customer Success, Sales, and technology teams to align solutions with customer and business needs.
• Support customer demonstrations, beta programs, and feedback initiatives.
• Use qualitative and quantitative data, analytics, customer insight, and other sources to establish project metrics, identify evidence gaps, and guide testing strategy.
• Apply research methods appropriately across remote, in-person, moderated, and unmoderated contexts.
• Use relevant research and analysis tools, including research software such as FullStory, Crazy Egg, and Userlytics.
• Mentor junior researchers where needed and help strengthen research practices and technical skills.
• Contribute to accessibility reviews, testing, remediation recommendations, and compliance documentation associated with customer requests, product certifications, audits, and RFP submissions.
• Support the creation and maintenance of Voluntary Product Accessibility Templates (VPATs) and Accessibility Conformance Reports (ACRs).