Analyst - User Experience

As an Analyst - User Experience you will be responsible for Research efforts in support of the team and business objectives. This is typically a generalist role that can focus on both Research and offer suggestions to continually improve methodologies within Voice of Customer. Builds Voice of Customer artifacts to assist team and business with understanding and identifying improvements.

Responsibilities:

• Works with Product, Brand Representation and other departments, seeking to understand the end users through customer and market segmentation, surveys, voice of customer, and other research techniques.
• Actively contact and interview customers about their needs and frustrations in a structured, research focused manner.
• Meets with internal staff regarding business goals and drivers, and assists with proposing solutions and approaches to meet customer, end user and business needs.
• Acts as a customer and end user advocate, ensuring the best possible customer experience as it relates to customer interactions, tasks and processes.
• Identifies opportunities to innovate and improve the online customer experience, providing additional benefits to the customer.

Qualifications:

• Bachelors Degree in Business or in human-computer interaction (HCI), visual design, customer experience, research, or related field required.
• 5 years digital/eCommerce or related field.
• 5 years experience working with B2B or B2C eCommerce preferred.
• 5 years experience with field studies a plus.
• 5 years experience with localization and multi-language, multi-currency eCommerce platforms a plus.
• 5 years experience with all digital channels, including web, mobile, apps and social; experience with scanning and mobility solutions a plus.
• Experience with Qualtrics or another survey platform.
• Demonstrated understanding of eCommerce and user experience best practices, with a track record of applying these best practices to platform projects and enhancements.
• Proven ability to plan and execute UX activities such as Voice of Customer, surveys, ethnographic studies, card sorting, usability testing, focus groups, interviews, field observations and other exercises associated with the UX discipline.
• Demonstrated knowledge of information architecture, product taxonomy and content models a plus.
• Basic working knowledge of HTML5, CSS and programming languages.
• Demonstrated ability to work harmoniously with a cross-functional team of project managers, designers, content experts, developers, business analysts and others to create a world-class eCommerce experience.

Wesco International, Inc., including its subsidiaries and affiliates (“Wesco”) provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity and Affirmative Action Employer. 

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