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RQ00479 - UX Researcher - Senior
2 weeks ago
Job DescriptionMust haves:Extensive knowledge and hands-on experience with User experience (UX) and Customer Experience (CX) research methodologies and activities, including interviews, personas, surveys, customer journeys, usability testing and feedback loopsProven experience with DesignOps (Design Operations) and related processes management and optimizationGood understanding of User experience (UX) design processExtensive experience with research planning and participant recruitmentIn-depth knowledge of survey development and managementExperience in task flow analysis, generating user flowsStrong documentation skillsExcellent communications skills and ability to advocate for/champion CX/UX processesMust be able to effectively facilitate remote workshops / design thinking sessionAbility to multitask and work within a fast-paced environmentExperienced in Microsoft O365, including Word and PowerpointGood knowledge of digital collaboration tools (Miro/Mural/Figjam or similar)Responsibilities:Work closely with Customer Experience (CX) and User Experience (UX) Senior Managers and Leads to collect data, analyze existing workflows, processes and templates, and identify opportunities and gapsWork with key partners (Privacy, Security, Legal, Product) to determine what is required to obtain one-time approvals for repeatable CX/UX processesFormalize and document efficient, repeatable research and design processes for CX and UX teamsPlan and facilitate team and partner feedback sessions to ideate on ideal solutions and determine the clarity and effectiveness of proposed processes and templatesIterate on documentation and templates to obtain any necessary approvalsProvide regular feedback to the Senior Manager, Experience Design (UX) on progress and blockersCommunicate with Customer Experience teams and partners to socialize approved processes and templatesPerform other duties as assigned by managementDesired Skills:A professional accreditation or certification in User Experience (UX)UX research - 8+ years’ experience planning and conducting research for web sites and applications (ex: comparative analysis, interviews, usability testing, focus groups and surveys), performing thematic analysis, and preparing insights reportsParticipant Recruitment - Relevant experience in planning and recruiting for user research studies, such as usability testing and interviews, including managing screeners , agreements and honorariumsProcess optimization – Expertise in documenting and streamlining workflowsProblem-solving - Strong analytical and problem-solving skills and ability to devise simple, efficient solutionsCollaboration and Organization - A team player with a reputation for meeting deadlines, managing competing priorities and maintaining client relationshipsDecision-Making - Proficient at strategic decision-making skills related to design and research operationsResearch tools - Good understanding of the limitations and appropriate use of research tools and softwareWhiteboarding Tools - Experience with digital whiteboarding and collaboration tools such as Mural, Miro and/or FigjamExperience working in a health care setting and/or with digital health solutionsExperience working in the public sectorRequirementsRequired Experience / Evaluation Criteria: Experience with UX research for complex web sites and applications across a range of platforms and devices. 10 PointsExperience planning and conducting user research activities, including participant recruitment, analysing feedback and presenting findings. 20 PointsExperience creating user flows, wireframes (concepts), prototypes and mock-ups. 20 PointsExperience working in DesignOps function, identifying efficiencies in design and research operations and implementing repeatable and scalable processes. 30 PointsExperience with championing customer and user experience processes across organizations. 10 PointsProficiency in relevant tools and software, such as Photoshop and/or Illustrator, Mural, Figjam and/or Miro (or similar whiteboarding tools) and TreeJack, UserTesting and/or UXPin (or similar research tools). 5 PointsExperience working with WCAG and/or AODA compliant web sites and applications. 5 PointsDeliverables include, but are not limited to:Create CX and UX research process documentation, including:Overarching CX/UX Research ProcessUsability Testing processUser survey processUser interview processUser feedback processAODA testing processBrand alignment and design system selection process flowProcess delta (outstanding processes to be documented)Document new (or revise existing) templates for repeatable activities, including:UX Research PlanCX Evaluation PlanExperience Brief with Scope of Work and RACI MatrixInsights ReportUser Archetypes and PersonasJourney MapsUser Feedback AnalysisAODA Test ReportRegular status reports to Senior Manager, Experience DesignMust Haves: 8+ years experience Extensive knowledge and hands-on experience with User experience (UX) and Customer Experience (CX) research methodologies and activities, including interviews, personas, surveys, customer journeys, usability testing and feedback loops 6+ years experience Proven experience with DesignOps (Design Operations) and related processes management and optimization 6+ years experience Strong documentation skills
