What you'll do
You will be working on Internal-facing application for call center agents.
Top 3 to 5 skillsets / years of experience -
- Collaborate with product owners and stakeholders to develop a deep understanding of business problems and advocate for user experience (5+ years)
- Create research strategies that help define and work toward product portfolio objectives and key results (5+ years)
- Use analytical tools (Adobe Analytics, Quantum Metric) to gather data insights that aid and supplement portfolio research strategies (5+ years)
Additional:
- 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
