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
  

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