Job Description

UX Researcher

American is transforming the way we deliver software and solutions for our customers. The User Experience (UX) team is within the Digital Platform and User Experience group and is part of the Information Technology (IT) organization. We are structured in a Portfolio and Product based culture, and we are looking for an experienced UX researcher to lead product portfolio research.

We have a multidisciplinary UX team who drive the user experience for our customer and employee-facing applications. In this position, you’ll work within a cross-functional team where you’ll influence product and design decisions through ownership of research projects from discovery through development.

The ideal candidate will be driven by the desire to be a user advocate, be passionate about creating products that are easy to use and share your knowledge by mentoring designers and junior researchers to care for the customers and employees that use our products.

You’ll wear many hats (mentor, strategist, collaborator, evangelist, etc.) and will use your knowledge and skills in user testing, research best practices, and advanced quantitative and qualitative methodologies to create a holistic picture of the customer journey.

You will scale and contribute to the UX research practice (ResearchOps) and help American build the infrastructure needed to conduct effective research that delivers value to its customers and employees. You’ll stay up to date with rapidly evolving technologies, standards, and research methods.

Responsibilities:

• Collaborate with product owners and stakeholders to develop a deep understanding of business problems and advocate for user experience
• Create research strategies that help define and work toward product portfolio objectives and key results (OKRs)
• Develop and conduct both quantitative and qualitative UX research methodologies such as heuristic reviews, click tests, competitive analyses, surveys, eye tracking, remote unmoderated/moderated usability testings, user interviews, etc. to determine ease-of-use, comprehension, and satisfaction of designs and concepts
• Effectively present and communicate actionable insights to all levels of the organization based on research outcomes
• Use analytical tools (Adobe Analytics, Quantum Metric, etc.) to gather data insights that aid and supplement portfolio research strategies and help UX to better understand the complete experience of those we build products for
• Create, update, and own Customer Journey Maps and Service Blueprints to help product teams understand the customer pain points, gain empathy and be customer-centric
• Work in a self-guided agile environment, juggle multiple meetings and projects
• Actively guide and benchmark product performance with quantitative UX metrics; proactively review customer feedback and find problem areas to focus on
• Scale UX research by building infrastructure, educating others, and contributing to ResearchOps
• Manage research software/hardware (including eye tracking equipment) and participant recruitment resources

Top Skills:

• Collaborate with product owners and stakeholders to develop a deep understanding of business problems and advocate for user experience (5+ years)
• Create research strategies that help define and work toward product portfolio objectives and key results (5+ years)
• Use analytical tools (Adobe Analytics, Quantum Metric) to gather data insights that aid and supplement portfolio research strategies (5+ years)

Surrounding Team/Key Projects:

• Manage Res redesign
• ACE Homepage redesign

Minimum Qualifications:

• Degree in Human Computer Interaction (HCI), Human Factors Engineering, Computer Science, Visual Design, Behavioral Sciences, Psychology or other related discipline
• 5+ years of experience in applied user experience research at large enterprises or highly matrixed organizations
• Strong understanding of user-centered design, experience with qualitative and quantitative research methods, and analytical skills
• Knowledge and ability using remote unmoderated testing tools and moderated testing devices and platforms (UserZoom, UserTesting, Userlytics, etc.)
• Familiarity in modern design and prototyping tools (Figma, Zeplin, Flinto, Sketch, Adobe CC, etc.)
• Excellent written and verbal communication skills and proven ability to collaborate effectively across disciplines, product lines and roles
• Project management skills with the ability to build strategy, set objectives & key results, and deliver on time
• Proficiency in modern analytical dashboards and tools (Adobe Analytics, Quantum Metric, etc.)

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