Digital

Fulltime
03-16-2018
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Job# 27951 BH# 346606
Contact# 6146664

Director, User Experience Research     

Director of User Experience

?Full time, salaried position 

Seattle, WA

Our client, the world's leading creator and distributor of visual content is looking for a Director of User Research. As the director of User Experience Research you will be responsible for overseeing and conducting user experience research and analyses that lead to genuinely actionable recommendations. You will be responsible for finding innovative ways to research customer issues, explain their findings and propose recommendations for change to people with varying backgrounds including executive leadership. In addition to independently identifying key insights, you will manage the day to day and strategic activities of researchers who are each responsible for using data from multiple sources to develop a deep enterprise wide understanding of customer behavior.  

Who You Are:

You are an innovator who is an enthusiastic advocate for the customer experience.  You are adept at using research to drive decision making and amazing products.  As the director of User Experience Research you will be responsible for overseeing and conducting user experience research and analyses that lead to genuinely actionable recommendations. You will be responsible for finding innovative ways to research customer issues, explain their findings and propose recommendations for change to people with varying backgrounds including executive leadership. In addition to independently identifying key insights, you will manage the day to day and strategic activities of researchers who are each responsible for using data from multiple sources to develop a deep enterprise wide understanding of customer behavior.  


What You’ll Do:               

  • Drive the integration of UX research data and processes it into the product development lifecycle.
  • Provide significant input into decisions that shape customer experience, optimization plans, site design and product development .
  • Educate business owners, product managers, technology, etc about the value of user research.
  • Work closely with product owners, UX designers, web analytics, and marketing to identify gaps in the overall UX research strategy and collaboratively implement enhancements.
  • Guide the identification of what customer insights are required to improve our customer’s experience including that of key and prospective customer segments.
  • Guide and prioritize research program to ensure that resources are being used efficiently and effectively to maximize impact to business
  • Ensure that research data is consistently and accurately gathered, broadly communicated and archived and that customer satisfaction issues are monitored and communicated to stakeholders.
  • Analyze data from multiple sources (e.g. user research, on-site testing, VOC tools, business intelligence tools) to develop insights and recommendations for improving our site performance.
  • Create clear presentations which highlight the impact of the customer experience on business results and work with the team to leverage customer information to improve user experience, increase revenue, decrease cost, and steer ecommerce and product design.
  • Develop and use new ways of presenting information to management which is easier and faster to comprehend.
  • Manage vendor selections
  • Ensure that entire team keeps up to date with UX research techniques and emerging research tools
  • Consistently provide immediate performance feedback to direct reports and perform semi-yearly performance reviews


What You’ll Need:

  • 10 years working in user experience research
  • 3+ years of leading research teams by inspiring passion, dedication and amazing work from all team members.
  • In-depth knowledge of current user research and design methodologies.
  • Demonstrated ability to identify suspect data and a demonstrated ability to figure out how to make the best out of incomplete or troublesome data sets.
  • Ability to size financial impact of customer pain points, lost opportunities and proposed site changes.
  • Ability to look for solutions and information in creative ways and convey complicated results and insights to people of varying backgrounds
  • Demonstrated ability to prioritize and manage multiple complex projects with significant financial implication and high executive visibility.
  • Intensely curious with an intrinsic love for research and excellent user experience
  • Solid relevant experience researching customer experience in an on-line merchandising environment.
  • Strong written and spoken communication skills
  • Familiarity using Agile Methodologies preferred
  • Bachelor's degree in Human-Computer Interaction, Human Factors, or equivalent experience.
  • Master's degree preferred