Back to jobs
New

UX Researcher

Remote Based - US

ABOUT THE ROLE

As the UX Researcher, you will serve as the primary research partner supporting Accela's inbound product teams. You will lead and execute user research initiatives that help product and design teams better understand customer needs, behaviors, and pain points across the Accela Civic Application (ACA), Payments, Platform Integrations, Administration, and Civic Platform product areas.

In this role, you will design and conduct usability studies, synthesize research findings, develop personas and journey maps, and translate customer insights into actionable recommendations that improve the user experience. You will work closely with Product Management, UX Design, Engineering, and other stakeholders to ensure product decisions are informed by meaningful customer research.

SPECIFIC RESPONSIBILITIES

  • Plan, design, and conduct qualitative and quantitative user research studies across multiple product areas, including ACA, Payments, Platform Integrations, Administration, and Civic Platform.
  • Lead usability testing efforts to evaluate product experiences and identify opportunities for improvement.
  • Analyze research findings and synthesize insights into clear, actionable recommendations for Product, Design, and Engineering teams.
  • Develop and maintain user personas, journey maps, and other research artifacts that support product strategy and design decisions.
  • Partner with Product Managers and UX Designers to define research objectives and align studies with business and customer goals.
  • Conduct user interviews, surveys, contextual inquiries, and other research activities to better understand customer needs and behaviors.
  • Communicate research findings through presentations, reports, workshops, and stakeholder discussions.
  • Advocate for user-centered design principles and promote the integration of research throughout the product development lifecycle.
  • Establish and maintain research best practices, methodologies, and repositories of customer insights.
  • Collaborate with cross-functional teams to ensure research findings are incorporated into product roadmaps and design solutions.

REQUIRED QUALIFICATIONS

  • Bachelor's degree in Human-Computer Interaction (HCI), Psychology, Cognitive Science, Human Factors, User Experience, Research, or a related field, or equivalent practical experience.
  • 3+ years of experience conducting UX research for software, SaaS, or digital products.
  • Experience planning and executing usability studies and other user research methodologies.
  • Strong analytical skills with the ability to synthesize complex findings into actionable insights.
  • Experience developing personas, journey maps, research reports, and customer experience artifacts.
  • Experience conducting user interviews, surveys, usability testing, and other qualitative and quantitative research methods.
  • Strong communication and presentation skills with the ability to influence cross-functional stakeholders.
  • Experience working collaboratively with Product Management, UX Design, and Engineering teams.

DESIRED QUALIFICATIONS

  • Experience supporting multiple product teams simultaneously in a fast-paced SaaS environment.
  • Experience conducting research for enterprise software or public-sector technology solutions.
  • Familiarity with accessibility standards and inclusive design principles.
  • Experience with research tools such as UserTesting, Dovetail, Maze, Qualtrics, UserZoom, or similar platforms.
  • Knowledge of service design, customer journey mapping, and experience strategy methodologies.
  • Experience establishing UX research processes and scaling research practices across an organization.

TRAVEL

  • Up to 10% travel for customer research, team collaboration, workshops, conferences, and business needs.

ABOUT ACCELA
For nearly 20 years, Accela has been an industry leader in designing and delivering government software to improve efficiency, increase citizen engagement and enable the development of thriving communities. Today, citizens are savvy to how services should be delivered, and expect a consistently convenient, openly transparent view into their local government. While government agencies struggle to do more with less, our mission has never been more critical. Accela provides a robust, cloud-based platform of government software solutions that accelerate growth, efficiency, and transparency in communities of all sizes. From planning, to building, to service request management and more, Accela’s SaaS offerings level the playing field for small and medium governments and enable smaller agencies to leverage larger city technologies. Our open and flexible technology helps agencies address specific needs today, while ensuring they are well prepared for the emerging challenges of the future.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION
Accela believes in developing and nurturing a workplace community where our differences are celebrated, and everyone feels a sense of psychological safety and belonging. Accela is committed to putting resources and attention towards evolving our practices, policies, and philosophies to enable diversity to thrive and to support equity in opportunity for everyone.

COMPENSATION AND WELL-BEING
The annual base salary range for this full-time position is $120,000-$130,000 (less applicable taxes). The actual annual base salary offered may be adjusted based on a variety of factors, including but not limited to, location, education, skills, training, and experience. In addition to an annual base salary, this position is eligible for an annual bonus target. This is a discretionary bonus awarded based on company and individual goal achievement. 
 
Accela’s U.S. team members will receive a generous benefits package consisting of options including flexible time off, comprehensive medical, dental, and vision plans, family planning benefits, 401(k) retirement savings plan with company match, health savings account with company contributions, flexible spending account, life, accident, and disability coverage, business travel insurance, employee assistance programs, and other well-being benefits.

Accela is an Equal Opportunity Employer/Affirmative Action Employer and will respond to requests for job accommodations.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or based on disability, gender identity, and sexual orientation

#LI-Remote

Create a Job Alert

Interested in building your career at Accela? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Accela’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.