Note: The job is a remote job and is open to candidates in USA. SMX Services & Consulting is seeking two full-time Design Researchers / UX Research Support resources to support a 6-month federal project for IRS Taxpayer Services. This role will focus on taxpayer user research activities, including recruiting and coordinating participants for usability testing and related research studies.
Responsibilities
- Recruit and coordinate taxpayer participants for user research studies
- Support study-specific recruiting plans based on Government-provided screening and eligibility criteria
- Identify, contact, screen, and schedule qualified participants
- Administer screeners, questionnaires, or short interviews to confirm participant eligibility
- Support participant selection based on demographic, behavioral, technology usage, accessibility, language, device, and study-specific requirements
- Schedule participants for remote or approved in-person research sessions
- Send participant confirmations, reminders, session instructions, access links, expectations, and pre-work instructions
- Respond professionally and promptly to participant inquiries
- Coordinate reschedules, cancellations, no-shows, and participant follow-up
- Provide basic participant technical support for remote research sessions, including video, audio, access links, screen sharing, platform access, and device-readiness checks
- Track participant recruiting status, eligibility, attendance, no-shows, cancellations, session completion, and incentive status
- Support participant incentive coordination after required Government approval
- Maintain accurate and auditable research operations records
- Protect participant information, taxpayer data, PII, CUI, FTI, and other sensitive Government information
- Coordinate with Government research teams on participant quotas, recruiting progress, study schedules, and session readiness
- Support research studies that may involve usability testing, taxpayer interviews, online account research, accessibility needs, multilingual participants, or privacy-sensitive topics
- Support short recruiting timelines and shifting study priorities as required
- Ensure no recruiting or incentive-related activity begins without required Government approval
Skills
- Minimum of 3+ years supporting UX research, research operations, participant recruiting, usability testing, customer research, human-centered design research, or similar research coordination work
- Experience recruiting, screening, scheduling, communicating with, and supporting research participants
- Experience administering participant screeners and validating eligibility against defined criteria
- Experience maintaining accurate participant tracking logs, recruiting records, scheduling records, or research operations documentation
- Ability to manage multiple participants, studies, deadlines, and screening criteria at the same time
- Ability to work quickly and accurately under short recruiting timelines
- Strong written communication skills for participant emails, reminders, instructions, and follow-up
- Strong organizational skills and attention to detail
- Ability to handle sensitive participant information with discretion and privacy awareness
- Ability to perform work remotely within the contiguous United States
- 5+ years of relevant UX research, research operations, participant recruiting, usability testing support, or customer research experience
- Experience with Government, taxpayer, financial, healthcare, benefits, identity, accessibility, multilingual, or privacy-sensitive research
- Experience supporting IRS, Treasury, federal civilian agencies, or other public-sector digital services
- Experience recruiting diverse participant pools across age, race, gender, language, technology usage, tax filing behavior, device type, accessibility needs, or other study-specific criteria
- Experience supporting Spanish-language or multilingual participant recruiting
- Experience supporting users with assistive technologies such as JAWS or other accessibility tools
- Familiarity with Section 508 accessibility requirements
- Familiarity with CUI, PII, FTI, FISMA, NIST, and secure handling of sensitive Government information
- Experience coordinating participant incentives and maintaining payment or incentive records
- Experience using research recruiting, scheduling, survey, video conferencing, spreadsheet, CRM, or participant management tools
Benefits
- Work Location Remote / contractor facility. Work must be performed within the contiguous United States.
- Support participant incentive coordination after required Government approval.
- Maintain accurate and auditable research operations records.
- Protect participant information, taxpayer data, PII, CUI, FTI, and other sensitive Government information.
- Coordinate with Government research teams on participant quotas, recruiting progress, study schedules, and session readiness.
- Government-furnished badge and laptop may be provided after successful onboarding, as applicable.
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