- Strategy and Planning
- Partner with key stakeholders and other UX team members on strategic roadmaps and the identification of research needs to support successful product evolutions.
- Identify user needs, determine feature usefulness and uncover new opportunities through UX research. Contribute findings and help generate innovative solutions to shape product strategy.
- Seek opportunities to continuously increase customer satisfaction and infuse UX best practices into processes and projects.
- Plan for, identify and design research activities to conduct. Create standard approaches as well as custom plans that fit within given scope, time and needs.
- Leverage Design Thinking approaches to facilitate experience strategy and direction, while gaining alignment through collaborative sessions.
- Acquisition and Deployment
- Collect and analyze user behavior through field visits, ethnography, usability testing, click-stream analytics, surveys, card sorts and other research methodologies
- Report on findings to diverse audiences through compelling, written and in-person presentations.
- Lead the creation and maintenance of user-research documentation and standards.
- Partner with designers to create personas, scenarios, user journeys, story maps, user flows, and other UX deliverables.
- Assist in developing design concepts as a result of research, providing input on design considerations and on occasion enhancing wireframes/prototypes.
- Provide product usability, evaluation and support to stakeholders.
- Utilize, assess and maintain a portfolio of customer insight tools including survey tools, user research tools, analytic platforms, etc.
- Create plans for ongoing product and customer success measurement that leverages input from end users through thoughtful data collection, observations, and careful analysis.
- Operational Management
- Utilize a flexible approach to changing priorities per stakeholder/customer feedback in an Agile work environment.
- Collaborate with product owners, designers, marketing, brand, IT and other stakeholders to support the implementation of research findings and artifacts.
- Gain a deep understanding of business operations & industry practices to successfully aid in strategy, design, decision making and recommendations.
- Create Design Thinking and educational UX Research materials to instruct others in related approaches.
- Work among a team of designers, providing feedback and perspective, aiming for a cohesive experience across all touch points.
- Make presentations to management, clients, and peer groups, as requested
- Bachelor degree in Research, psychology or related.
- 3-5years' experience as a UX practitioner conducting research.
- 3 years working with internal clients and/or external agencies/partners.
- Experience executing UX research methodologies-e.g.interviews, surveys, usability testing, field studies, etc. and fitting them into a full user-centered design process.
- Experience with heuristic evaluations and its application.
- Understanding of Google Analytics with experience extracting UX insights.