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Lead User Experience Researcher permanent position in Cleveland, OH
Ref No.: 18-00701
Location: Cleveland, Ohio
Position Type:Direct Placement
Relocation Assistance

The Lead User Experience Researcher is responsible for conducting excellent UX research that helps to ensure useful, usable and desirable digital experiences for our customers, partners, and employees. Through an in-depth knowledge and application of research techniques, the Lead User Experience Researcher will inspire change at all stages of product development and infuse teams with information to help create quality products.
Essential Functions
Strategy and Planning
  • Partner with key stakeholders and other UX team members on strategic roadmaps and the identification of research needs to support successful product evolutions.
  • Identify user needs, determine feature usefulness and uncover new opportunities through UX research. Contribute findings and help generate innovative solutions to shape product strategy.
  • Act as the "go to” on UX research, with in-depth knowledge of research techniques, UX best practices and standards. Use research-related services, theories and methods to support your recommendations.
  • Execute research activities, tending to the strategy and details required in the planning, execution and reporting phases. Create standard approaches as well as custom plans that fit within given scope, time and needs. 
  • Develop expert-level knowledge of competitive and complementary products to bring new ideas to the team.
Acquisition and Deployment
  • Collect and analyze user behavior through field visits, ethnography, usability testing, click-stream analytics, surveys, card sorts and online experiments (A/B testing). Partner and educate designers in the creation of personas, scenarios, user journeys, story maps, user flows, etc.
  • Present top-notch, engaging, written and in-person presentations. 
  • Lead the UX team in the creation of UX research standards
  • Collaborate on design concepts as a result of research, providing input on design considerations and on occasion enhancing wireframes/prototypes. 
  • Provide product usability, evaluation and support to development teams
  • Lead the creation and maintenance of user-research documentation and standards.
  • Utilize, assess and maintain a portfolio of customer insight tools including survey tools, user research tools, analytic platforms, a/b testing tools, etc.
  • Create plans for ongoing product success measurement that leverages input from end users through thoughtful data collection, observations, and careful analysis.
Operational Management

  • Utilize a flexible approach to changing priorities per stakeholder/customer feedback in an Agile work environment.
  • Collaborate with designers, marketing, eCommerce, product, IT and customer support on the implementation and support of research findings and artifacts.
  • Gain a deep understanding of business operations & industry practices to successfully aid in strategy, design, decision making and recommendations.
  • Mentor and coach a team of designers, providing feedback and perspective, helping to ensure a cohesive experience across all touchpoints.
  • Make presentations to management, clients, and peer groups, guiding them towards decisions that lead to exceptional experiences.
Incidental Functions
  • Mentor and coach designers, developers, product owners and/or Professional Apprentices®.
  • Schedule and lead project and communication meetings.
  • Conduct research into new technologies, including tools, components, and frameworks.
  • Provide input to manager on the User Experience team evolution & growth strategy.
  • Participate in hiring activities and fulfilling affirmative action obligations and ensuring compliance with the equal employment opportunity policy.
  • Establish and maintain research standards, principles and patterns to be used across all channels and experiences
  • Must be able to travel domestically and internationally. Must have a valid driver's license.
  • Work outside the standard office 7.5 hour workday as required.
Position Requirements
Formal Education & Certification
  • Bachelor degree in Design, IT, Business, or related field or equivalent experience.
Knowledge & Experience
  • 8+ years IT and/or Business experience.
  • 5+ years' experience as a UX practitioner conducting research and working with internal clients and/or external agencies/partners.
  • 3+ years in a senior level UX position.
  • Highly skilled at executing UX research methodologies – e.g. interviews, surveys, usability testing, field studies, etc. and fitting them into a full user-centered design process.
  • High degree of both design expertise and business acumen, including familiarity developing new software solutions.
  • Good understanding of standard expected interfaces and basic user behaviors.
  • Understanding of Google Analytics with experience extracting UX insights.
  • Well versed in Microsoft Office applications.
  • Understanding of various essential business functions of an organization.
  • Strong technical knowledge coupled with business intelligence and ability to understand customer's needs.
Personal Attributes

  • Excellent analytical, conceptual, and problem-solving abilities.
  • Superb active listening, strong written and oral communication skills.
  • Ability to work in a team-oriented, collaborative environment.
  • Proven ability and initiative to learn and research new concepts, ideas, and technologies quickly.
  • Extensive knowledge of emerging industry practices when solving business problems.
  • Excels at transforming an idea or need into a completed solution or work product that is user friendly.
  • Great capacity to communicate effectively, facilitate meetings and influence at all levels of the organization
  • Able to prioritize and execute tasks in a high-pressure environment.
  • Effective interpersonal, negotiation and collaboration skills.
  • Strong results-orientation combined with excellent judgment and problem-solving skills.
Must be legally authorized to work in country of employment without sponsorship for employment visa status now or in the future. 

Equal Opportunity Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, citizenship status, marital status, or any other consideration prohibited by law or contract. VEVRAA Federal Contractor requesting priority referral of protected veterans.