Lead CX User Researcher – Home Services

Lead CX User Researcher – Home Services

Requirements

• Must be at least 18 years of age or older
• Must be legally permitted to work in the United States
• 5+ years of demonstrable experience as a User (UX) or Customer (CX) Researcher, Usability Analyst, or similar role, with examples of research initiatives
• 2+ years leading a team of UX/CX and/or User/Customer Research practitioners
• Degree in Marketing, Psychology, and Interaction Design, HCI preferred or other related degree or equivalent work experience

Responsibilities

• Collaborates with cross functional teams to integrate findings into strategic planning and product lifecycle
• Presents critical research findings to key stakeholders
• Indirectly lead and mentor a team of researchers, providing guidance and prioritization of projects
• Creates research and usability strategy deliverables, including discovery findings, user journey maps, jobs-to-be-done, surveys and process evaluation
• Leads customer journey and blue sky diary studies, conducts customer journey mapping, owns and surfaces key insights from our NonBuyer survey, and performing competitive analyses.

Preferred Qualifications

• Working knowledge of Microsoft Office Suite
• Working knowledge of presentation software (e.g., Microsoft PowerPoint)
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Demonstrated project management skills
• Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
• Excellent written and verbal communication skills
• Experience working in a collaborative, cross-functional team; consistently demonstrating effective management of shifting priorities, delivering thorough work products, and meeting project deadlines
• Experience participating and facilitating customer research and usability