Customer Research/Human Centered Design Lead

Description

ICF is seeking an experienced Customer Research / Human Centered Design Lead to guide user and stakeholder research in support of mission-critical systems serving Federal land management agencies, including USFS, USDA, DOI, and BLM. This role ensures that products and services reflect real operational workflows across diverse field and office environments, improving usability, adoption, and mission effectiveness. The ideal candidate brings deep experience in human-centered design and applied research, translating insights from users and stakeholders into actionable recommendations that inform product strategy and system development.

Job Location: This position requires that the job be performed in the United States.If you accept this position, you should note that ICF does monitor employee work locations and blocks access from foreign locations/foreign IP addresses, and also prohibits personal VPN connections.

• You may be asked to travel once a quarter to an office.
• Our core work hours are 10am - 4pm Eastern Time with the option to start earlier or work later depending on your time zone.

What You Will Do:

• Lead and execute user and stakeholder research initiatives to inform product strategy, design decisions, and mission outcomes.
• Develop and implement research strategies and study plans using qualitative and quantitative methods, including interviews, field studies, surveys, and usability testing.
• Conduct research across diverse operational environments, including both field-based and office-based users, to understand workflows, constraints, and mission needs.
• Synthesize research findings into actionable insights, personas, journey maps, and design recommendations that guide product and system development.
• Collaborate closely with Product Owners, designers, and engineering teams to translate research insights into clear requirements and design improvements.
• Lead iterative usability testing and validation activities to ensure solutions reduce user burden and improve system adoption.
• Prepare and present research findings, recommendations, and reports to program leadership and Government stakeholders.
• Guide and mentor multidisciplinary research teams while promoting human-centered design practices across the program.

What You Will Bring With You:

• Bachelor's degree in Human Factors, Human-Computer Interaction, Psychology, Sociology, Public Policy, or related field.
• 8+ years of experience conducting applied research, human-centered design, UX research, or service design, including at least 3 years leading research programs or multidisciplinary research teams.
• Ability to obtain and maintain a Public Trust clearance; must reside in and be authorized to work in the United States.

What We Would Like You To Bring With You:

• Master's degree in Human Factors, Human-Computer Interaction, Psychology, Sociology, Public Policy, or related discipline.
• Experience supporting Federal agencies or public sector programs.
• Experience conducting field-based research with operational users in complex mission environments.
• Familiarity with human-centered design approaches used in digital services, enterprise systems, or mission support applications.
• Experience translating research insights into product requirements, design improvements, and program strategy recommendations.
• Demonstrated ability to communicate research findings and recommendations to executive or Government audiences.

Professional Skills:

• Strong analytical and problem-solving capabilities with the ability to synthesize complex qualitative and quantitative data into clear insights.
• Excellent written and verbal communication skills, with the ability to present research findings and recommendations to both technical teams and non-technical stakeholders.
• Proven ability to collaborate across multidisciplinary teams and drive alignment between research insights, product strategy, and system development.
• Ability to manage multiple research initiatives while maintaining high standards of methodological rigor and stakeholder engagement.

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Working at ICF
ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer . Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more about workplacediscriminationrigh t s or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted . This policy is in place to maintain the integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com . We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is :
$119,323.00 - $202,850.00

Nationwide Remote Office (US99)