RQ00479 - UX Researcher - Senior

The UX Researcher will work closely with CX and UX Senior Managers to analyze workflows and identify opportunities for improvement. They will formalize and document research and design processes, facilitate feedback sessions, and communicate approved processes to teams.

Responsibilities

• Work closely with Customer Experience (CX) and User Experience (UX) Senior Managers and Leads to collect data, analyze existing workflows, processes and templates, and identify opportunities and gaps
• Work with key partners (Privacy, Security, Legal, Product) to determine what is required to obtain one-time approvals for repeatable CX/UX processes
• Formalize and document efficient, repeatable research and design processes for CX and UX teams
• Plan and facilitate team and partner feedback sessions to ideate on ideal solutions and determine the clarity and effectiveness of proposed processes and templates
• Iterate on documentation and templates to obtain any necessary approvals
• Provide regular feedback to the Senior Manager, Experience Design (UX) on progress and blockers
• Communicate with Customer Experience teams and partners to socialize approved processes and templates
• Perform other duties as assigned by management

Requirements

• Extensive knowledge and hands-on experience with User experience (UX) and Customer Experience (CX) research methodologies and activities
• Proven experience with DesignOps (Design Operations) and related processes management and optimization
• Good understanding of User experience (UX) design process
• Extensive experience with research planning and participant recruitment
• In-depth knowledge of survey development and management
• Experience in task flow analysis, generating user flows
• Strong documentation skills
• Excellent communications skills and ability to advocate for/champion CX/UX processes
• Ability to multitask and work within a fast-paced environment
• Experienced in Microsoft O365, including Word and Powerpoint
• Good knowledge of digital collaboration tools (Miro/Mural/Figjam or similar)

Key Skills

• A professional accreditation or certification in User Experience (UX)
• UX research - 8+ years’ experience planning and conducting research for web sites and applications
• Participant Recruitment - Relevant experience in planning and recruiting for user research studies
• Process optimization – Expertise in documenting and streamlining workflows
• Problem-solving - Strong analytical and problem-solving skills and ability to devise simple, efficient solutions
• Collaboration and Organization - A team player with a reputation for meeting deadlines, managing competing priorities and maintaining client relationships
• Decision-Making - Proficient at strategic decision-making skills related to design and research operations
• Research tools - Good understanding of the limitations and appropriate use of research tools and software
• Whiteboarding Tools - Experience with digital whiteboarding and collaboration tools such as Mural, Miro and/or Figjam