Sr. Experience Design Researcher

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Role Summary:
The Sr. Experience Design Researcher is a leader within the Customer Experience branch of the Customer Office, leading and supporting the company’s transformation as we lean into our values and demonstrate the guiding behaviors of Be Human, Make it Real and Think About Tomorrow.
The Sr. Researcher will apply their knowledge to meaningfully understand and recommend improvements to the experiences customers have with **MEMBERS ONLY**SIGN UP NOW***.. This role is an advocate for customers, a creative problem solver, and an impactful leader who must function collaboratively across teams and disciplines to influence with and without authority.
This role will influence multiple teams, creating an understanding of our customers and employees and advocating for them throughout the organization. The Sr. Researcher will use multiple qualitative and quantitative methodologies to provide insights to guide the strategic direction of the company.
Key Responsibilities:
1. Plan and execute strategic research projects
Facilitate human-centered design activities to frame problems and opportunities and to co-create illustrative experience design concepts
Communicate and present insights through engaging and impactful storytelling, focusing on the customer needs, to a wide audience including designers, product managers, engineers, and stakeholders.
Ensure relevance and quality of insights through thoughtful assessment of risk, establishment of clear success criteria, and the use of methodology based on sound research principles and practices
2. Facilitate a discovery practice that continually seeks to understand and advocate for the customer across journeys, moments and interactions
Together with Customer Experience team leadership, understand and support the strategic direction of the company and the business through strategic research and discovery practices
Work with team leadership to solidify existing relationships as well as to establish the research team in new areas of influence through education and reinforcement, and help partners understand best practices in applying research insights to their decision-making process
Continually explore innovative approaches to qualitative and quantitative research based on industry best practices and the changing needs of our business and customers
3. Advocate and teach customer-first mentality in service of our values, guiding behaviors and employee actions
Influence leaders across the organization to educate on research best practices and the use of discovery methods to guide company strategy
Translate insights into powerful stories that help focus the organization’s mindset on the customer’s needs and wants and provides a framework for determining the value of ideas to transform the business
Serve as a leader on the customer experience research team – coaching and mentoring researchers, recommending appropriate methodology and giving feedback on researchers’ work products, deliverables and communication style
Basic Requirements:
4 years of experience with a strong focus on user experience research
3 years of experience using a diverse set of qualitative and user-centered research methods
Significant experience with research tools
2 years of experience in or consulting for a large organization with multiple customer-facing channels
Ability to perform with a high level of self-direction and independence
Ability to work in ambiguity and break-down ambiguity into actionable items
Excellent verbal and written communication skills
Proven ability to build collaborative relationships at all levels
Excellent project management skills and ability to prioritize among competing priorities
Preferred:
Bachelors Degree (4 yr) Degree in HCI, Psychology, Social Science, Interaction Design, Statistics or related field of study or Equivalent Industry Experience

Company info

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