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Senior UX Researcher
2 months ago
Russell Tobin & Associates is seeking a highly skilled UX Researcher to join our team in San Francisco. As a UX Researcher, you will play a critical role in supporting the Experience Design Director in planning and conducting end-to-end customer experience research across the prioritized Experience Operations roadmap.
Key Responsibilities- Collaborate with marketing research organizations to analyze macro customer journey data and develop organizational personas.
- Triangulate data using various tools to transform raw operational data into trends and groupings, enabling data-driven design decisions.
- Assemble data and insights to create visualizations and documentation or develop journey frameworks.
- Validate customer journey data with internal stakeholders to ensure accurate representation.
- Coordinate scheduling and arrangements for Journey Mapping workshops or Design Sprints.
- Conduct and observe customer interviews, providing detailed notes.
- Document workshop outputs and curate a digital library of CX assets and documents.
- Identify root causes of experience issues and collaborate with designers and analysts on innovation opportunities.
- Analyze data to identify trends and groupings for data-driven design decisions.
- Support Studio Research and Design Lead(s) in facilitating workshops and maintaining session outputs and documentation.
- Bachelor's degree required.
- 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.
- Experience in Google Workspace, MS Suite, and Adobe Analytics.
- Able to quickly learn to use new applications for visualizations and communications.
- Experience with CX frameworks: Journey Mapping, Design Thinking, and facilitating client-facing workshops.
- Proficient in customer research, including interviewing, questionnaire design, and documentation.
- Skilled in UX tools such as Smaply, UserZoom, UserTesting, and prototyping.
- Bachelor's degree in Research or Design with a concentration on Human-Centered Design, Human Factors, or a related field.
- Experience in UX framework exercises: Journey Mapping, Design Thinking, 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.
Russell Tobin & Associates offers eligible employees comprehensive healthcare coverage, supplemental coverage, a 401(k)-retirement savings plan, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.
