Commonwealth of Massachusetts

The Executive Office of Technology Services and Security (EOTSS)is the lead enterprise technology organization for the Commonwealth of Massachusetts. Charged with driving the ongoing alignment of business and technology across the Commonwealth's Executive Branch, EOTSS oversees and manages the enterprise technology, digital infrastructure and services, as well as the Commonwealth Security Operations Center and an enterprise Standard Operating Environment that includes an information security and risk management framework for over 125 state agencies and over 43,000 state employees.We directly serve our constituents by providing digital services and tools that enable taxpayers, drivers, businesses, visitors, families and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure. 

Our Mission:We provide technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes. 

About Mass Digital: 

TheMassachusetts Digital Service, a division of EOTSS, partners with organizations across state government to transform how residents, visitors, businesses, and government agencies interact with the Commonwealth. Our mission is to design and deliver accessible/inclusive, seamless, effective, and secure digitally enabled end-to-end experiences that adapt to a person's needs, so that every time they engage with any part of their government,they'regetting the most and best of the Commonwealth. 

Our team strives to grow an actionable understanding of the people we serve, design & deliver transformative experiences and solutions, and acceleratehuman-centered innovation across the Commonwealth of Massachusetts government.We'recommitted to inclusive, iterativehuman-centered design - guided by continuous experience research engagements with a diverse and representative set of Massachusetts government constituents. In thisinternshipyou'llsupportkey initiatives in theCommonwealth Digital Roadmap. 

We strive to create a culture of belonging in Mass Digital. We are committed to building a workforce that reflects the diversity of the Commonwealth and to celebrating our differences. All applicants and employees drawn to serve our mission will enjoy equal opportunity and fair treatment. We will recruit, hire, compensate,trainand promote without regard to race, color, gender (identity and expression), sex, sexual orientation, creed, religion, national or ethnic origin, age, disability status, veteran's status, or anything else that describes your identity as a human being. 

About the role: 

Are you interested in solving meaningful problems and transforming the experiences of millions of constituents interacting with Massachusetts?We'relooking for a well-organized and purpose-drivenExperience ResearcherIntern with experience in Quantitative research methods to join ourExperience Design and Research teamat theMassachusetts Digital Service (Mass Digital) You'llcollaborate with our growing Experience Design and Research team, product managers, stakeholders, and agency partners to organize and accelerate the work and impact of our Experience Research program.As anExperienceDesign and ResearchIntern,youhave a strong interest indeeplyunderstanding peopleto inform, guide, and inspire thedesignand optimization ofpeoples'experiencesand outcomeswhenengaging withgovernmentservices. 

In this role you will: 

• Pair with an Experience Researcher to plan and execute research activities 

• Contribute to the evolution ofour experience research practiceby supporting experience measurement initiatives and evaluation. This will include conducting data analysis, ensuring data quality, and building reusable and well-documented data analysis code that supports ongoing monitoring and reporting. You will also contribute to Research Operations initiatives (participant recruitment, knowledge management, workshop planning,etc.), as needed. 

• Serve as aspokesperson forhumancenteredresearch and design and help guide colleagueswithin Commonwealth of Massachusetts government agencies toconductinclusive experience research with constituents. 

This position is afull-timeinternship.The work schedule for this position isMonday through Friday, 9:00AM to 5:00PM EST,in ahybrid remotearrangement with4-8days per month spent at the primary work location:One Ashburton Place, Boston, Massachusetts 02108.Applicants should belocatedwithin reasonable commuting distance from the primary work location. 

The duration of this summer internship is from Monday, June 1st through Friday, August 7th, 2026. 

Duties and Responsibilities: 

• Work with the Experience Research team toselect, adapt, and apply quantitative and qualitative research methodsto:explore, analyze, and understand constituents' experiences and complex service contexts; support a collaborative, generative design process; and evaluate the value and effectiveness of programs, concepts, prototypes, and working solutions for constituents 

• Support continuous improvement by identifying opportunities to refine and strengthen measurement approaches and data use. 

• Ability to clean, analyze, and interpret complex datasets to generate meaningful insights. 

• Create & refine experience research related artifacts (e.g.experience models, personas, journey maps, scenarios, narratives, behavioral/impact analytics summaries, etc.) to memorialize and grow the team's actionable understanding of constituents and helpidentifyand prioritize opportunities to improve digital and omnichannel service experiences 

• Identify, learn from, synthesize, and apply relevant secondary research literature from relevant domains (e.g., psychology and behavior change; socio-cultural-contextual research, etc.) 

• Help lead andcontribute to the growth of our Experience Research practice bycontributing toour playbookand best practices, andfacilitatinglearning (within Mass Digital and across the government) 

Preferred Knowledge, Skills, and Abilities: 

• Interest in UX research and design 

• Interest in government tech/government service 

• Strong analytical skills and quantitative knowledge of statistical software such as Stata (preferred), Python, and or R 

• Currently enrolled at a higher education institute with a preference for majoring in: Arts & Humanities, Social Sciences, Human Factors, Design 

• Enthusiastic about solving problems facing public-sector agencies and promotingequitableconstituentaccess to public services using modern technologyandhuman-centereddesignand research practices 

• Strongverbal and written communication and storytelling skills 

• An interest inaccessible,inclusiveandequitablehuman-centered designand digital/omnichannel service design and development 

• Acommitment toinclusive,equitableand trauma informedresearch 

An Equal Opportunity / Affirmative Action Employer.Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. 

The Commonwealth is an Equal Opportunity Employer and does not discriminateon the basis ofrace, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if theydon'tmeet 100% of the job requirements.We encourage individuals who believe they have the skills necessary to thrive to apply for this role.