RQ00479 - UX Researcher - Senior

Must 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 loops
Proven experience with DesignOps (Design Operations) and related processes management and optimization
Good understanding of User experience (UX) design process
Extensive experience with research planning and participant recruitment
In-depth knowledge of survey development and management
Experience in task flow analysis, generating user flows
Strong documentation skills
Excellent communications skills and ability to advocate for/champion CX/UX processes
Must be able to effectively facilitate remote workshops / design thinking session
Ability to multitask and work within a fast-paced environment
Experienced in Microsoft O365, including Word and Powerpoint
Good 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 gaps
Work with key partners (Privacy, Security, Legal, Product) to determine what is required to obtain one-time approvals for repeatable CX/UX processes
Formalize and document efficient, repeatable research and design processes for CX and UX teams
Plan and facilitate team and partner feedback sessions to ideate on ideal solutions and determine the clarity and effectiveness of proposed processes and templates
Iterate on documentation and templates to obtain any necessary approvals
Provide regular feedback to the Senior Manager, Experience Design (UX) on progress and blockers
Communicate with Customer Experience teams and partners to socialize approved processes and templates
Perform other duties as assigned by management

Desired 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 reports
Participant Recruitment - Relevant experience in planning and recruiting for user research studies, such as usability testing and interviews, including managing screeners , agreements and honorariums
Process optimization – Expertise in documenting and streamlining workflows
Problem-solving - Strong analytical and problem-solving skills and ability to devise simple, efficient solutions
Collaboration and Organization - A team player with a reputation for meeting deadlines, managing competing priorities and maintaining client relationships
Decision-Making - Proficient at strategic decision-making skills related to design and research operations
Research tools - Good understanding of the limitations and appropriate use of research tools and software
Whiteboarding Tools - Experience with digital whiteboarding and collaboration tools such as Mural, Miro and/or Figjam
Experience working in a health care setting and/or with digital health solutions
Experience working in the public sector

Requirements

Required Experience / Evaluation Criteria:  

Experience with UX research for complex web sites and applications across a range of platforms and devices. 10 Points
Experience planning and conducting user research activities, including participant recruitment, analysing feedback and presenting findings. 20 Points
Experience creating user flows, wireframes (concepts), prototypes and mock-ups. 20 Points
Experience working in DesignOps function, identifying efficiencies in design and research operations and implementing repeatable and scalable processes. 30 Points
Experience with championing customer and user experience processes across organizations. 10 Points
Proficiency 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 Points
Experience working with WCAG and/or AODA compliant web sites and applications. 5 Points

Deliverables include, but are not limited to:

Create CX and UX research process documentation, including:

Overarching CX/UX Research Process
Usability Testing process
User survey process
User interview process
User feedback process
AODA testing process
Brand alignment and design system selection process flow
Process delta (outstanding processes to be documented)

Document new (or revise existing) templates for repeatable activities, including:

UX Research Plan
CX Evaluation Plan
Experience Brief with Scope of Work and RACI Matrix
Insights Report
User Archetypes and Personas
Journey Maps
User Feedback Analysis
AODA Test Report

Regular status reports to Senior Manager, Experience Design

Must 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 

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