UX Researcher - Hybrid

About the position

Help build the Earth's best customer service experience. Do you have a strong record of conducting usability tests and driving excellent user research? Our client is looking for a User Researcher to be a part of the design team building easy, simple, and efficient user interfaces for our customers to get help when they have issues with products and services. Focusing on the customer experience and a strong passion to advocate on the customer and customer service associates' behalf is an absolute must. You will also be responsible for coordinating usability activities in the lab and communicating the findings with the other team members to help specify usability activities to meet product development needs. In this role, you will document best practices for conducting user research of customers and customer service associates and help create a seller usability toolkit for conducting formal and informal user studies. You will promote usability best practices with the customer service organization, not just the design team. Your responsibilities will include conducting a variety of user experience studies appropriate to the business objectives, such as competitive reviews, focus groups, field studies, usability tests, surveys, cognitive walkthroughs, paired comparisons, structured interviews, contextual inquiry, task analysis, heuristic reviews, remote testing, and card sorting. You will create tasks and materials needed for testing and define success criteria for each study. Presenting usability study results and making actionable research-based recommendations to product team members will be a key part of your role. You will observe user sessions, making notes for analysis and communicating the findings with the design team to ensure that usability findings are implemented correctly. Additionally, you will work with designers to analyze and refine wireframes and mockups prior to development to promote greater ease of use and a positive consumer experience.

Responsibilities

• Document best practices for conducting user research of customers and CS associates and help create a seller usability toolkit for conducting formal and informal user studies.

,

• Promote usability best practices with the CS organization not just the design team.

,

• Conduct a variety of user experience studies appropriate to the business objective e.g. competitive reviews, focus groups, field studies, usability tests, surveys, cognitive walkthroughs, paired comparisons, structured interviews, contextual inquiry, task analysis, field studies, heuristic review, remote testing, and card sorting.

,

• Create tasks and materials needed for testing and define success criteria for each study.

,

• Present usability study results and make actionable research-based recommendations to product team members.

,

• Observe user sessions, making notes for analysis and communicating the findings with the design team to ensure that usability findings are implemented correctly.

,

• Work with designers to analyze and refine wireframes and mockups prior to development to promote greater ease of use and positive consumer experience.

Requirements

• Advanced degree in Cognitive or Experimental Psychology, Technical Communication, Human Computer Interaction, or equivalent experience.

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• Minimum of 3-6 years experience doing user research and conducting formal usability studies.

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• Demonstrated history of conducting usability studies and user research, including contextual inquiry, screening questions, plans, and reports.

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• Skill and desire to promote user-centered design to technical teams.

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• Strong interest in users' everyday needs and workflow.

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• Teamwork and collaboration-oriented in a very dynamic group.

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• Detail-oriented and able to take on self-directed projects.

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• Communicate complex subject matter verbally or in written form.

Nice-to-haves

Benefits

• Medical, dental & vision

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• 401(k)/Roth

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• Insurance (Basic/Supplemental Life & AD&D)

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• Short and long-term disability

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• Health and Dependent Care Spending Accounts (HAS & DCFSA)

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• Transportation benefits

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• Employee Assistance Program

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• Time off/Leave (PTO, Vacation, or Sick Leave)

Qualifications

• Our client is looking for a User Researcher to be a part of the design team building easy, simple, and efficient user interfaces for our customers to get help when they have issues with products and services
• Advanced degree in Cognitive or Experimental Psychology, Technical Communication, Human Computer Interaction, or equivalent experience
• Minimum of 3-6 years experience doing user research and conducting formal usability studies
• Demonstrated history of conducting usability studies and user research, including contextual inquiry, screening questions, plans, and reports
• Skill and desire to promote user-centered design to technical teams
• Strong interest in users' everyday needs and workflow
• Teamwork and collaboration-oriented in a very dynamic group
• Detail-oriented and able to take on self-directed projects
• Communicate complex subject matter verbally or in written form

Benefits

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health and Dependent Care Spending Accounts (HAS & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time off/Leave (PTO, Vacation, or Sick Leave)

Responsibilities

• Focusing on the customer experience and a strong passion to advocate on the customer and customer service associates' behalf is an absolute must
• You will also be responsible for coordinating usability activities in the lab and communicating the findings with the other team members to help specify usability activities to meet product development needs
• In this role, you will document best practices for conducting user research of customers and customer service associates and help create a seller usability toolkit for conducting formal and informal user studies
• You will promote usability best practices with the customer service organization, not just the design team
• Your responsibilities will include conducting a variety of user experience studies appropriate to the business objectives, such as competitive reviews, focus groups, field studies, usability tests, surveys, cognitive walkthroughs, paired comparisons, structured interviews, contextual inquiry, task analysis, heuristic reviews, remote testing, and card sorting
• You will create tasks and materials needed for testing and define success criteria for each study
• Presenting usability study results and making actionable research-based recommendations to product team members will be a key part of your role
• You will observe user sessions, making notes for analysis and communicating the findings with the design team to ensure that usability findings are implemented correctly
• Additionally, you will work with designers to analyze and refine wireframes and mockups prior to development to promote greater ease of use and a positive consumer experience
• Document best practices for conducting user research of customers and CS associates and help create a seller usability toolkit for conducting formal and informal user studies
• Promote usability best practices with the CS organization not just the design team
• Conduct a variety of user experience studies appropriate to the business objective e.g. competitive reviews, focus groups, field studies, usability tests, surveys, cognitive walkthroughs, paired comparisons, structured interviews, contextual inquiry, task analysis, field studies, heuristic review, remote testing, and card sorting
• Create tasks and materials needed for testing and define success criteria for each study
• Present usability study results and make actionable research-based recommendations to product team members
• Observe user sessions, making notes for analysis and communicating the findings with the design team to ensure that usability findings are implemented correctly
• Work with designers to analyze and refine wireframes and mockups prior to development to promote greater ease of use and positive consumer experience