Digital User Experience Researcher

Summary

WHAT IS TAXPAYER SERVICES? A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions Position(s) are to be filled in the following area(s): TS - Office of Online Services. REVIEW THE ADDITIONAL INFORMATION BELOW FOR FURTHER DETAILS

Duties

The following are the duties of this position at the full working level. If this vacancy includes more than one grade and you are selected at a lower grade level, you will have the opportunity to learn to perform these duties and receive training to help you grow in this position. Define problems, design research studies, conduct qualitative and quantitative research and usability testing, evaluate findings and recommend evidence-based solutions. Track UX research needs and goals and work with site metrics tools to conduct quantitative analysis of user behaviors and investigate ways to improve the end-user interaction with computer programs to increase satisfaction, brand loyalty, and overall use. Conduct UX research identifying the probable causes of digital service experience variances. Select and apply the most effective UX methodology and applications and ensure that project and study teams use appropriate UX research and analysis methodologies appropriate to solving UX problems; determining the types of data to be collected, formulating study methodologies, assisting functional activities in the implementation of taxpayer segments and analyzing data. Conduct activities associated with running a usability study, such as recruiting and screening participants with or without participant incentive, scheduling sessions, and writing test plans and scripts. Participate in studies, panels, and teams focusing on Servicewide policy statements and other written guidelines and recommendations governing the development or modification of user experience designs, prototypes and specifications. Consult with product managers, business leads and other UX team members to conduct research, presents findings and assist with programmatic and technical decision-making. Monitor, evaluate, and document the analysis and results of research studies and projects, and prepare final recommendations Create reports based on trends and user surveys, analyzing the information and reporting observations to members of the team, key stakeholders, and managers. Support, design, monitor and measure UX initiatives. Facilitate meetings with stakeholders to determine research needs, defining research goals and drafting research plans. Requirements

Probationary Period - All newly appointed employees to the competitive (or excepted) service are subject to a probationary (or trial) period. During this time, your performance, conduct, and suitability for continued employment will be evaluated. You will not automatically convert to permanent status at the end of the probationary (or trial) period. Your supervisor must affirmatively determine that continued employment is in the best interest of the Federal service. If no certification is made before the probationary (or trial) period ends, your appointment will be terminated. You are encouraged to actively engage with your supervisor, seek feedback, and understand role expectations. Additional guidance and support will be provided during onboarding. Government Credit Card - Obtain and use a Government-issued charge card for business-related travel. Key Eligibility Requirements: U.S Citizenship - Must be a U.S. Citizen or National and provide proof of U.S. Citizenship. Selective Service Registration - Males born after December 31, 1959 are required to be registered with the Selective Service System or prove they are exempt from having to do so. Personal Identity Verification (PIV) - Must provide 2 forms of identification from the Form I-9. Federal law requires verification of the identity and employment eligibility of all new hires in the U.S. These documents must be unexpired original or certified copies. ADDITIONAL REQUIREMENTS SHOWN IN QUALIFICATIONS OR ADDTIONAL INFORMATION SECTIONS Qualifications

Federal experience is not required. Experience may have been gained in the public sector, private sector or through Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. To ensure full credit for your work experience, please indicate dates of employment by month/day/year, and indicate number of hours worked per week, on your resume. You must meet the following requirements by the closing date of this announcement. SPECIALIZED EXPERIENCE: GS-09 To be minimally qualified for this position you must have at least one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-7 grade level in the Federal service. Specialized experience for this position includes: Assisting other researchers in designing research studies (including to define User Experience (UX) research questions or design hypotheses, select appropriate research methodologies, and draft research plans) to achieve research goals. Assisting in conducting qualitative and/or quantitative research, including usability testing and user surveys, to collect user feedback. Assisting in analysis of qualitative and/or quantitative data and documentation of findings to provide evidence-based recommendations and solutions to stakeholders. Collaborating with other researchers to prepare reports, journey maps, personas, and other artifacts (such as service blueprints, flowcharts, and/or user stories) to communicate research insights. Collaborating with stakeholders to apply research insights to improve digital products and services. OR You may substitute education for specialized experience as follows: Master's or equivalent graduate degree in a related field of study such as research and/or statistics, psychology, or human-computer interaction at an accredited college or university. OR 2 full years of progressively higher-level graduate education leading to a degree in a related field of study such as research and/or statistics, psychology, or human-computer interaction. OR LL.B. or J.D., if related. SPECIALIZED EXPERIENCE: GS-11 To be minimally qualified for this position you must have at least one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-9 grade level in the Federal service. Specialized experience for this position includes: Designing research studies (including to define User Experience (UX) research questions or design hypotheses, select appropriate research methodologies, and draft research plans) to achieve research goals; Conducting qualitative and/or quantitative user research or usability testing; Conducting qualitative and/or quantitative analysis, evaluating findings, and providing evidence-based recommendations and solutions. Collaborating with stakeholders to apply research insights to improve digital products and services. Communicating research insights using tools such as journey maps, service blueprints, user stories, or personas to help improve services. OR You may substitute education for specialized experience as follows: Ph.D. or equivalent graduate degree in a related field of study such as research and/or statistics, psychology, or human-computer interaction at an accredited college or university. OR 3 full years of progressively higher-level graduate education leading to a Ph.D. degree in a related field of study such as research and/or statistics, psychology, or human-computer interaction. OR LL.M., if related OR At least 1 year of combined graduate education and experience as defined in paragraphs above. SPECIALIZED EXPERIENCE: GS-12 To be minimally qualified for this position you must have at least one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-11 grade level in the Federal service. Specialized experience for this position includes: Identifying and assessing research needs and designing research studies (including to define User Experience (UX) research questions or design hypotheses, select appropriate research methodologies, and draft research plans) to achieve research goals. Conducting qualitative and quantitative user research or usability testing, journey mapping, eco system maps and persona development to inform customer of experience improvements and new products and capabilities. Conducting qualitative and quantitative analysis, evaluating findings, and providing evidence-based recommendations and solutions. Collaborating with stakeholders to apply research insights to improve digital products and services. Communicating research insights using tools such as journey maps, service blueprints, user stories, or personas to help improve services. Applying workload management methods and techniques relative to setting work objectives, organizing resources to meet objectives in a timely and efficient fashion, establishing priorities, and managing deadlines. AND You must also meet the following requirements MINIMUM AGE REQUIREMENT: Minimum age for federal employment is 18 years old, or at least 16 years old and have: Graduated from high school or been awarded a certificate equivalent to graduating from high school; or Completed a formal vocational training program; or Received a statement from school authorities agreeing with your preference for employment rather than continuing your education. For more information on qualifications please refer to OPM's Qualifications Standards.

Education

A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here (Section 3, Explanation of Terms) or here for Foreign Education Credentialing instructions. We recommend choosing an evaluator from a member organization of one of the following national associations of credential evaluation services: National Association of Credential Evaluation Services (NACES) or Association of International Credentials Evaluators (AICE). How You Will Be Evaluated

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. Applicants who disqualify themselves will not be evaluated further. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics): Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on an assessment may also result in your removal from consideration. Rating: Category rating will be used to rank and select eligible candidates. If qualified, you will be assigned to one of three quality level categories, CAT A, CAT B or CAT C. Referral: Eligible applicants rated in the highest category group, may be referred to a selecting official for consideration. Candidates, if required to participate in a selection interview (telephonic and/or in person at the discretion of the Selecting Official in accordance with hiring practices), will be interviewed in category group order. We will not reimburse costs related to the interview such as travel to and from the interview site Veterans' preference is applied after applicants are assessed. Qualified preference eligibles who have a compensable service-connected disability of 10 percent or more (CPS, CP) are placed at the top of the highest category on the referral list (except for scientific or professional positions at the GS-9 level or higher). Remaining preference eligibles are placed above non-preference eligibles within their assigned category. If you are a displaced or surplus Federal employee (eligible for the Career Transition Assistance Plan (CTAP)/Interagency Career Transition Assistance Plan (ICTAP), you must receive a rating of category CAT B to be rated as "well qualified" to receive special selection priority. If you are selected, you will be subject to all requirements listed in the Requirements, Qualifications, and Additional Information sections of this announcement which includes, Prior Employment/Tax Checks, Fingerprint/Criminal History checks. Other Information

Suitability Requirements: Prior IRS Employment - Former employees will be subject to a screening of their prior conduct with the Service. The Taxpayer First Act of 2019, 26 U.S. Code 7804, prohibits the IRS from rehiring certain former employees who were removed from service. Tax Check - Must undergo a review of income tax verification. To check the status of your tax record go to: (https://www.irs.gov/individuals/get-transcript). If you are not in compliance, you will be determined unsuitable for employment with IRS. Fingerprint/Criminal History Check - This position requires that the successful candidate undergo personnel vetting, which includes a background investigation and enrollment upon onboarding into "Continuous Vetting." Enrollment in Continuous Vetting will result in automated record checks being conducted throughout one's employment with Treasury. The successful candidate will also be enrolled into FBI's Rap Back service, which will allow Treasury to receive notification from the FBI of criminal matters (e.g., arrests, charges, convictions) involving enrolled individuals in near real-time. For more information regarding your rights refer to Noncriminal Justice Applicant's Privacy Rights - FBI, FD-258 Privacy Act Statement - FBI, and SEAD-3-Reporting-U.pdf (dni.gov). Additional Information: In the event that a building is closed due to rent management, new hires may be placed in a local commuting location. Additional jobs may be filled from this announcement or any other source to fill these vacancies. Alternative work schedule, staggered work hours may be available. Salary: General Schedule (GS) Locality Pay tables may be found under Salaries & Wages. Cost-of-Living Allowances (COLA): Puerto Rico includes COLA. See COLA Rates 2026. Consider each location carefully when applying. If you are selected for a location, that location will become your official post of duty. 2 Vacancies to be filled in any of the locations posted in this announcement.