User Experience Research

Position: User Experience Research
Location: Dallas, Texas (3 days per week in office)

Project description
The User Experience (UX) team is within the Digital Platform and User Experience group and is part of the Information Technology (IT) organization. We are structured in a Portfolio and Product based culture, and we are looking for an experienced UX researcher to lead product portfolio research.
We have a multidisciplinary UX team who drive the user experience for our customer and employee-facing applications. In this position, you'll work within a cross-functional team where you'll influence product and design decisions through ownership of research projects from discovery through development.
The ideal candidate will be driven by the desire to be a user advocate, be passionate about creating products that are easy to use and share your knowledge by mentoring designers and junior researchers to care for the customers and employees that use our products.
You'll wear many hats (mentor, strategist, collaborator, evangelist, etc.) and will use your knowledge and skills in user testing, research best practices, and advanced quantitative and qualitative methodologies to create a holistic picture of the customer journey.
You will scale and contribute to the UX research practice (ResearchOps) and help to the company to build the infrastructure needed to conduct effective research that delivers value to its customers and employees. You'll stay up to date with rapidly evolving technologies, standards, and research methods.

Responsibilities
Collaborate with product owners and stakeholders to develop a deep understanding of business problems and advocate for user experience
Create research strategies that help define and work toward product portfolio objectives and key results (OKRs)
Develop and conduct both quantitative and qualitative UX research methodologies such as heuristic reviews, click tests, competitive analyses, surveys, eye tracking, remote unmoderated/moderated usability testings, user interviews, etc. to determine ease-of-use, comprehension, and satisfaction of designs and concepts
Effectively present and communicate actionable insights to all levels of the organization based on research outcomes
Use analytical tools (Adobe Analytics, Quantum Metric, etc.) to gather data insights that aid and supplement portfolio research strategies and help UX to better understand the complete experience of those we build products for
Create, update, and own Customer Journey Maps and Service Blueprints to help product teams understand the customer pain points, gain empathy and be customer-centric
Work in a self-guided agile environment, juggle multiple meetings and projects
Actively guide and benchmark product performance with quantitative UX metrics; proactively review customer feedback and find problem areas to focus on
Scale UX research by building infrastructure, educating others, and contributing to ResearchOps
Manage research software/hardware (including eye tracking equipment) and participant recruitment resources

Skills Must have:
Degree in Human Computer Interaction (HCI), Human Factors Engineering, Computer Science, Visual Design, Behavioral Sciences, Psychology or other related discipline
5 years of experience in applied user experience research at large enterprises or highly matrixed organizations
Strong understanding of user-centered design, experience with qualitative and quantitative research methods, and analytical skills
Knowledge and ability using remote unmoderated testing tools and moderated testing devices and platforms (UserZoom, UserTesting, Userlytics, etc.)
Excellent written and verbal communication skills and proven ability to collaborate effectively across disciplines, product lines and roles
Project management skills with the ability to build strategy, set objectives & key results, and deliver on time
Proficiency in modern analytical dashboards and tools (Adobe Analytics, Quantum Metric, etc.)
Desire to promote and teach the importance of user-centered research to product owners, stakeholders, and designers
Ability to present work in a clear and compelling manner to stakeholders explain design recommendations by citing best practices, testing data and/or business requirements
Expert user of excel or other tool that can analyze large data sets Preferred Qualifications

Education & Prior Job Experience:
Graduate degree in Human Computer Interaction (HCI), Human Factors Engineering, Computer Science, Visual Design, Psychology or other related discipline
7 years of experience in applied user experience research with portfolio and product-based work environment
Experience working in the aviation industry
Experience scaling research practices and setting up a research insights repository
Experience conducting field research with unionized workforces
Knowledge of Artificial Intelligence (AI) and how it can be applied to UX practices
Strong organizational skills and the ability to label, classify and intelligently build flows and wireframes for complex computer applications are a plus

Nice to have:
Familiarity in modern design and prototyping tools (Figma, Zeplin, Flinto, Sketch, Adobe CC, etc.)