Design Researcher

6 days ago

South San Francisco, California, United States Harvest Technical Services, Inc. Full time
Job Description

Job Summary

Harvest Technical Services, Inc. is seeking a highly skilled Senior Experience Researcher to join our team. As a key member of our Experience Design team, you will be responsible for conducting end-to-end customer experience research to inform design decisions and drive business growth.

Key Responsibilities

  • Support the Experience Design Director in planning and conducting customer experience research across the prioritized Experience Operations roadmap.
  • Employ best practices in Design Thinking and Human-Centered Design methodologies to present research findings at multiple levels within the organization.
  • Analyze current state customer experiences, identify gaps, and provide recommendations for improvement.
  • Work closely with the CX Researcher, Sr. Business Analyst, Data Analytics Analyst, and Studio Design Lead to determine transformational opportunities within the patient, customer, and employee experience.
  • Develop and maintain a library of experience journey maps and design documents to inform design decisions and drive business growth.
  • Support CX/UX workshops, including Service Modeling, Micro Journey Mapping, and Design Sprints.
  • Coordinate the scheduling and arrangements for Journey Mapping workshops or Design Sprints, including securing attendance of the right stakeholders at the right time.
  • Attend/observe and conduct interviews with customers, and provide detailed notes.
  • Document workshop outputs and curate digital library of CX assets and documents.
  • Uncover root causes of experience issues and collaborate with Designers and analysts on new innovation opportunities, enhancements to existing models, or the exploration of external industry integration options.

Requirements

  • Bachelor's degree in Research or a related field, such as Human-Centered Design, Human Factors, or Human-Computer Interaction.
  • At least 5 to 7 years of related working experience in a CX or UX Research discipline.
  • Tangible and credible experience working within a human-centered design practice or CX/UX insights team using Mixed Methods Research.
  • Excellent written and verbal communication skills, with high attention to detail.
  • Experience in Google Workspace, MS Suite, including Word, Excel, PowerPoint, and additional experience using Jira, Confluence, Adobe Analytics, Medallia, or similar.
  • Able to quickly learn to use new applications for visualizations and communications.
  • Excellent communications skills, written and verbal.
  • Team-player attitude coupled with a sense of urgency to deliver results.
  • Self-starter able to deliver results with minimal supervision in a fast-paced environment.

Preferred Qualifications

  • Experience in UX framework exercises, including Journey Mapping, Design Thinking, and Facilitating Client-facing workshops.
  • Customer research experience in interviewing, questionnaire design, and documentation.
  • Digital UX design, design of journeys, or contact center operations in a multi-channel environment.
  • HTML/CSS/JS (preferred).
  • Analytics: Adobe Analytics, Medallia, Social Studio, Talkwalker, or similar.
  • Content Management: AEM, CQ5, or similar.
  • Process Mapping, Mind Mapping, Visio, or similar.

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