Senior Customer Experience Researcher

US Tech Solutions; United States; Remote; USD 62,000 - 70,000; Full time

Job summary

An innovative firm is seeking a Senior UX Specialist to enhance customer experiences through insightful usability research. This role involves collaborating with a dynamic team to analyze user interactions and recommend design improvements. You will utilize various research methods to advocate for user needs and work closely with designers and product managers to ensure data-driven decisions. If you have a passion for user experience and a knack for storytelling, this position offers a unique opportunity to make a significant impact in a remote environment.

Qualifications

• 5+ years of experience in product and usability research.
• A human-centric approach and strong organizational skills.

Responsibilities

• Conduct various research methods to gather user insights.
• Collaborate with cross-functional teams to inform design strategies.

Skills

Usability Research

Product Research

Project Management

Customer Advocacy

Communication Skills

Education

University Degree

Tools

UserTesting.com

UserZoom.com

Confluence

Zoom

Qualtrics

Optimal Workshop

Invision

Figma

Job description

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Strategic Leadership | Delivery & Execution | VMS/MSP Client Relations Expert

Senior CX Researcher ( R250400496 / R250400498 )

100 % Remote / Work from Home

12 Months Contract (Possible Extension)

Job Description:

UX Specialist II

The UX Specialist II role collaborates with UX, product and technology partners to fully understand the customer journey, potential gaps, and opportunities according to their discipline in each user experience. This role builds and develops the UX team's knowledge and skill set and best practices.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 5+ Years Required; 7+ Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

8IC

Senior Researcher

We know that our best work is done when the right ideas, processes and outcomes are prioritized with the customer experience in mind. To that end, we’re seeking a UX Senior Specialist to join our team. As a UX Senior Specialist, you will utilize usability tools and qualitative research methods to provide actionable insights that drive future design improvements. You will work to improve the usability, usefulness, and desirability of web sites and applications in collaboration with requirements, fellow researchers, designers, content specialists and front-end developers.

Responsibilities

• Use a variety of remote and face-to-face research methods, such as moderated and un-moderated testing, benchmarking, card sorting, interviews, and surveys - and recommend the right methods for each teams’ needs.
• Work collaboratively with the designers, product and marketing managers, data analysts and engineering teams responsible for the TIAA experience, so they can make confident, informed choices about design strategy with data-backed insights and recommendations.
• Evaluate, learn and evangelize new methods to team members
• Operate in a highly dynamic environment, navigate ambiguity and tackle complex problems
• Can clearly define and passionately advocate for customer needs
• Review, analyze and produce key highlights and detailed analysis of user testing sessions, surveys, competitive research, Voice-of-Customer (VOC) data, analytics
• Write, launch and analyze surveys and remote, unmoderated user testing
• Review, index, analyze and reorganize previous user research
• Review, select and present representative video clips of recorded user sessions
• Excellent storytelling capabilities and communications skills

Required Skills

• 5 years of professional experience in product research and usability research, preferably supporting a design team for a commercial B2B, B2C, SaaS or mobile product experience.
• A human-centric approach to research, and the ability to be highly organized, creative and empathetic.
• Solid organization, project management and planning skills
• Proven ability and desire to work effectively as a member of a team
• Ability to quickly learn and adapt in a fast-paced, highly interactive environment
• Strong written, visual and verbal communication skills that let you illustrate and share study plans, findings and insights creatively and persuasively.
• The flexibility to meet remotely with teammates and customers in different time zones, and occasionally travel to meet them in person.

Key Software Competencies

• UserTesting.com/UserZoom.com
• Confluence
• Zoom
• Qualtrics
• Optimal Workshop
• Invision, Figma

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Art/Creative and Design

• Industries

  Research Services

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