User Experience Research

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

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

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