The UX Researcher works closely with UX Design, products and services that put the user first. The UX Research team supports a range of cutting edge interactive products on multiple platforms (mobile, TV UI and online), as well as print & product design, industrial design and service design initiatives. The team employs a variety of methods including ethnographic field research, traditional usability testing, contextual interviews, heuristic reviews, and surveys and other quantitative methods.
The UX Researcher, in conjunction with the Director of Market Research, will be responsible for the gathering, review, analysis, interpretation, and management of information about the customers usage and experience with the company’s products and services. The UX Researcher will mostly produce new research about the usage characteristics, habits, locations, needs, and need gaps of the customer. On-premises ethnographic, observational research that informs our understanding of the actual User Experience will be a primary undertaking. The UX Researcher will also engage in the digital testing environment to aid the online development teams and will act as a subject matter expert and provide guidance / communications to employees as required.
The contractor should have three (3) areas of experience and ability. They are listed here in order of importance to our team, beginning with the most important.
1. Ethnographic observational research
• The market research team generates an enormous amount of primary research output, along with secondary (syndicated) reports to which we subscribe, as well as cross-functional databases. However, nearly all of our customer-related data collection comes in the form of web-based surveys, telephone interviews, or focus group sessions in third-party facilities. None of which allow us to observe and evaluate our customers in their own workday environments, using our products. Actual research interaction with customers in their own workplaces is practically non-existent. We seek a long-term contractor UX Researcher to change this by developing a regular and widely-utilized capability of ethnographic, observational research.
• The UX Researcher should assume a leadership role in applying best practices in qualitative, one-on-one interviewing, discussion, and observation. We anticipate that the UX Researcher will spend up to 25% of their time outside of our offices, conducting research on customers’ business premises.
o The UX Researcher should be prepared to consider various creative ways of interacting with our customers, including qualitative research tools like mobile device surveys, respondent diaries, photo logs, etc.
o UX Researcher should also be prepared to design and improve upon resources like customer journey maps and customer personas.
• The UX Researcher will convey results of their research in engaging formats that provide clear guidance to stakeholders and senior management. Our preference is for practical, business writing experience, rather than academic publication.
• The UX Researcher will be able to credibly provide quantitative assessments of qualitative, descriptive, subjective inputs and data, to address any potential push-back criticism, such as, “we only observed six businesses, so how do you know the findings are meaningful?”
• At all times, the UX Researcher must engage our customers with respect and decorum, while protecting the customer’s expectations of privacy and confidentiality, as necessary.
2. Digital testing
• The market research team currently provides very little support in the area of website and app development, testing, and optimization. The UX Researcher will change this by developing a regular and widely-utilized capability regarding testing protocols that apply best practices in human factors and ergonomics, human-computer interaction, and user-centered design principles.
• Works with the Research Director and cross-functional Directors and staff to provide support and expertise in digital testing to our Digital Experience department.
• The UX Researcher will stay current with digital design trends, customer insights, and strategy, to make Digital Experience recommendations based on findings.
3. Market research organization and communication
• While the Director oversees most of the market research project design and implementation, the contractor will assist the Director with project management, timelines, and budgeting.
o It is hoped that the contractor may be able to introduce and oversee a useful project management tool (e.g., Trello, SmartSheet) that will help the four-member Research staff stay on track, with deliverables met on deadline.
• The contractor may also help the Research Director with the authoring of two important internal communications:
o A monthly research project update that shares a “Twitter-length” description of every important project that the team completed in the previous calendar month, along with a link to the appropriate report deck or files. This is delivered to approximately 100 people.
o A quarterly summary of the very most important projects that the research team completed in the previous calendar quarter. Additionally, we call out two or three of the most important research insights obtained by the client in that quarter, typically presenting these with PowerPoint. This is distributed to approximately 50 senior leaders across the wider organization.
The ideal candidate will conform to the following anticipated compliances:
• Prefer a Bachelor’s Degree earned before 2013 (with likely study background in Anthropology, Sociology, Psychology, or other related fields)
• Generally, at least 3 years related experience in user experience research
• EEO/AA/Drug Free Workplace
• Must pass a required background check
• Regular, consistent, and punctual attendance. Must be able to occasionally work past office hours (evenings or weekends) as necessary.
• Some remote working hours (on customer premises) will be likely (generally, about 10 hours per week).
The ideal candidate will possess the following qualities:
• Strong interpersonal, collaborative skills
• An engaging, people-oriented personality
• Strong observational skills and curiosity
• Enjoys travel and meeting new people
• Flexible, adaptive, and attentive to deadlines
The above information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications.
The position would be full-time (40 hours per week), continuing through the end of December 2018, with a high probability of renewal (or potentially conversion to employee) in 2019, if the business relationship is a great fit.
We find that contractors who are either located in downtown Philadelphia or have a commute to Center City, Philadelphia of less than 1 hour (via automobile or regional rail) each way, seem to have the fewest disruptions to a normal 9-to-5 work schedule. We do schedule some meetings for 9:00 AM or 4:00 PM, so it is important that the contractor typically be available for these.