Leads experience research for infrastructure platform products and processes. Identifies research opportunities, plans and conducts qualitative and quantitative studies, analyzes findings, maps user journeys, and provides actionable recommendations. Partners with product managers, engineers, architects, and UX designers to improve customer experiences and research practices. Mentors junior UX practitioners, leads design-thinking exercises, communicates research value, and supports data-driven product strategy.
As an Experience Research Vice President within an ambitious program that brings a voice of the internal users to transform our Infrastructure Platforms tooling and processes, you will join and help lead this transformation. Proactively identify areas where research would be valuable and guide teams to create appropriate studies or research approaches. Work with teams to execute a range of different types of research studies, as needed to meet project goals. Create and maintain test plans, discussion guides, and any other material needed to properly launch and perform research studies.
As part of the research output you’ll be comfortable documenting user journeys across multiple products/workflows, capturing friction points, identifying and tracking solutions and driving progress alongside UX designers and product managers. And building out a robust listening strategy to ensure our product teams are making decisions based off data and user needs from multiple listening posts.
We are looking for an experienced, hands on and passionate researcher that will also be comfortable mentoring/guiding less experienced UX practitioners. This would ideally suit someone looking to move into or get more experience in a mentoring or hands-on manager role.
Job Responsibilities:
- Define an end to end understanding of experiences across products and personas/users/customers to articulate the current and possible future state experience
- Plan, design & conduct research projects using a variation of qualitative and quantitative user research methods, moderate studies and analyse findings across the product lifecycle to articulate human-centred problems
- Drive strategy and priorities through both research and data analytics, with clear and actionable recommendations
- Support Product Managers, Software Engineers and UX designers in understanding their customer
- Research and innovate solutions within our product areas like Artificial Intelligence model creation, Data Design, IT Service Management, DevOps and Continuous Integration
- Communicate and articulate the value of UX and the rationale behind your research process and recommendations, bringing the team along your journey
- Support the experience teams in building and evolving research and measurement practices
- Lead cross-functional Design Thinking exercises using research findings as a starting point
- Mentor, guide and coach less experienced team members
Required qualifications, capabilities and skills:
- Bachelor’s Degree in UX/HCI or related field or equivalent experience
- UX Research & Strategy experience
- Experience with qualitative and quantitative research as well as agile / lean methodologies to choose the best methods for planning & execution of user research projects
- Experience creating common user research outputs such as Personas, User Journeys, Analysis Frameworks, Empathy Maps and with tools such as Figma, Optimal Workshop, Dovetail, UserZoom or similar
- Strategic and critical thinking capabilities
- Experience of working alongside UX designers, product owners, software engineers, architects and technology owners
- Adept at presenting findings to team members and stakeholders from multi-disciplinary backgrounds and varying organisational levels
- Strong communication, project planning and management skills
Preferred qualifications, capabilities and skills:
- Experience of working in corporate technical delivery teams a bonus
- Good understanding of Infrastructure Platforms beneficial but not necessary
- Knowledge/understanding of Product Ops concepts
- Advanced data visualisation and analytics skills
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
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