UX Researcher

The Home Depot Canada; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading home improvement retailer in Canada is looking for a UX Researcher to enhance customer experiences across its e-commerce platform. You will conduct and lead quantitative research studies to inform strategic decisions, collaborate with cross-functional teams, and drive insights that improve customer satisfaction and loyalty. This role requires strong analytical skills, a university degree in a relevant field, and a passion for understanding user needs.

Qualifications

• 3+ years experience synthesizing quantitative data into insights.
• Experience leading quantitative research projects at all stages.
• Knowledge of various research methods and techniques required.

Responsibilities

• Lead the Digital Voice of the Customer (VOC) program.
• Conduct quantitative research using surveys and behavioral data.
• Develop research systems for tracking customer needs.

Skills

Project Management

Data Analysis

User-Centered Design

Communication

Collaboration

Education

University degree in analytical research field

Tools

Qualtrics

SPSS

Tableau

Python

Job description

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Overview

At The Home Depot Canada we have a relentless focus on customer service and are on a

mission to provide the best interconnected shopping experience to our customers.

We're on the lookout for a talented UX Researcher to join our UX team at The Home Depot. You'll be designing and delivering quantitative research that informs tactical and strategic decisions for our e-commerce business alongside partners in Product Management, Analytics and Design.

You are deeply curious with strong data acumen who can easily triangulate across disparate data sources to identify deep insights about customers’ experience and how it can improve.

We're seeking a self-starter to improve our understanding of our customers’ experience shopping with us and what areas in which we should improve customer satisfaction and loyalty.

You thrive in a fast-paced, deadline-driven environment, where you can showcase your ability to take ownership and drive change through strong collaboration, influence, and communication skills.

As a UX Researcher, reporting directly to the Manager of UX Research, you'll play a crucial role in helping us understand our customers’ pain points and needs to deliver seamless, delightful, interconnected experiences for our home improvement customers across Canada.

Responsibilities

(40%) Lead the ongoing Digital Voice of the Customer (VOC) program by uncovering and sharing insights to help The Home Depot better understand and support our customers' shopping needs.

• Own reporting for our VOC program, including creating weekly reports on survey data.
• Oversee customer verbatim analysis and improve our text analytics schema
• Enhance data collection strategy to boost response rates and improve data quality
  
  

(40%) Conduct quantitative research studies with fellow researchers using methods like surveys and behavioural data analyses to deepen our understanding of customers' experiences and shape product strategy.

• Oversee the entire research process, from framing and scoping problems to executing, analyzing, and reporting actionable insights that inform decisions and create meaningful change for the business.
• Combine insights from VOC survey data with other research sources, like interviews and analytics, to craft a narrative that brings the customers’ experience to life.
• Share findings in an engaging and relevant way, providing actionable recommendations to all cross-functional teams, including senior leadership.
• Prioritize research projects with the Manager of UX Research to ensure the right research is done at the right time, scale, and scope, delivering the most impactful insights for the business.
• Build collaborative partnerships with Product, IT, Analytics, UX, and other VOC channel owners to integrate related data at all stages of the product development process.
  
  

(20%) Act as the subject matter expert on quantitative UX research, including behavioural analytics and continuous measurement programs.

• Develop research systems and reporting to scale ongoing tracking and ad-hoc survey research, enabling a comprehensive understanding of customer needs.
• Teach partners how to use quantitative data, including VOC survey data, for their individual needs.
  
  

Competencies

• You are a strong team player and collaborator with a track record of building positive cross-functional relationships based on seamless project delivery and a shared understanding of goals and objectives
• You are action-oriented and thrive in a fast paced, deadline-driven environment where you can demonstrate impact
• You know how and when to use different research methods during the product development process to inform strategy, including qualitative methods
• You have knowledge of user-centered design and design thinking
• You have exceptional time management skills, and can balance working with urgency and focus, including adapting projects as business needs change
• You are a skilled communicator who can tell a creative, compelling story about users and their needs to drive action, while adapting the content and depth to the audience
• You are a life-long learner with a growth mindset, who handles ambiguity with ease and welcomes feedback to help you produce your best work
• You are deeply customer-focused, relentlessly advocating for our users by improving the organizations’ knowledge of them and their pain points to deliver a best-in-class interconnected shopping experience
• 3+ years’ experience working as an analyst or researcher synthesizing and translating quantitative data into meaningful and actionable insights using descriptive, inferential and multivariate statistics, ideally within a Product or UX team
• A university degree in an analytical or research-focused field is preferred (e.g., Business Administration/Marketing Research, Data Science, Statistics, Cognitive Science, Psychology, Human Factors, Human Computer Interaction, Interaction Design, Information Sciences)
• Experience leading quantitative research projects at every stage, from planning and sampling to analysis and delivering insights
• Demonstrated use of a variety of quantitative research methods (e.g., surveys, website analytics, experiment design, etc.) and techniques (e.g., conjoint, and discrete choice modeling etc.)
• Proficiency with Qualtrics or a related statistical analysis tool or language (e.g., SPSS, R, or Python)
  
  

Direct Manager/Direct Reports:

• Manager, UX Research
• No direct reports
  
  

Travel Requirements:

• Limited – generally limited to the GTA stores and Innovation Centre
  
  

Physical Requirements:

• Extended Sitting
  
  

Hybrid Work:

• In Person – 4 days per week
  
  

Working Conditions:

Working in an office setting: computer work, camera on virtual meetings, taking support calls

Minimum Education:

University/College degree in an analytical or research-focused field is preferred (e.g., Business Administration/Marketing Research, Data Science, Statistics, Cognitive Science, Psychology, Human Factors, Human Computer Interaction, Interaction Design, Information Sciences)

Minimum Years Of Work Experience:

• 3-5
  
  

Minimum Leadership Experience:

• N/A
  
  

Certifications:

• N/A
  
  

Other Requirements/Assets:

• Proficiency with SQL, GCP or Adobe Analytics and data visualization tools like Tableau and experience analyzing large data sets and building statistical models is preferred but not required
• Experience with behavioural analytics tools like Fullstory, Contentsquare or Quantum Metric is preferred but not required