RQ00479 - UX Researcher - Senior

Job Description

<p><b>Must haves:</b><b><br></b></p><li>Extensive knowledge and hands-on experience with User experience (UX) and Customer Experience (CX) research methodologies and activities, including interviews, personas, surveys, customer journeys, usability testing and feedback loops<br></li><li>Proven experience with DesignOps (Design Operations) and related processes management and optimization<br></li><li>Good understanding of User experience (UX) design process<br></li><li>Extensive experience with research planning and participant recruitment<br></li><li>In-depth knowledge of survey development and management<br></li><li>Experience in task flow analysis, generating user flows<br></li><li>Strong documentation skills<br></li><li>Excellent communications skills and ability to advocate for/champion CX/UX processes<br></li><li>Must be able to effectively facilitate remote workshops / design thinking session<br></li><li>Ability to multitask and work within a fast-paced environment<br></li><li>Experienced in Microsoft O365, including Word and Powerpoint<br></li><li>Good knowledge of digital collaboration tools (Miro/Mural/Figjam or similar)<br></li><p><b>Responsibilities:</b><b><br></b></p><li>Work closely with Customer Experience (CX) and User Experience (UX) Senior Managers and Leads to collect data, analyze existing workflows, processes and templates, and identify opportunities and gaps<br></li><li>Work with key partners (Privacy, Security, Legal, Product) to determine what is required to obtain one-time approvals for repeatable CX/UX processes<br></li><li>Formalize and document efficient, repeatable research and design processes for CX and UX teams<br></li><li>Plan and facilitate team and partner feedback sessions to ideate on ideal solutions and determine the clarity and effectiveness of proposed processes and templates<br></li><li>Iterate on documentation and templates to obtain any necessary approvals<br></li><li>Provide regular feedback to the Senior Manager, Experience Design (UX) on progress and blockers<br></li><li>Communicate with Customer Experience teams and partners to socialize approved processes and templates<br></li><li>Perform other duties as assigned by management<br></li><p><b>Desired Skills:</b><b><br></b></p><li>A professional accreditation or certification in User Experience (UX)<br></li><li>UX research - 8+ years' experience planning and conducting research for web sites and applications (ex: comparative analysis, interviews, usability testing, focus groups and surveys), performing thematic analysis, and preparing insights reports<br></li><li>Participant Recruitment - Relevant experience in planning and recruiting for user research studies, such as usability testing and interviews, including managing screeners , agreements and honorariums<br></li><li>Process optimization – Expertise in documenting and streamlining workflows<br></li><li>Problem-solving - Strong analytical and problem-solving skills and ability to devise simple, efficient solutions<br></li><li>Collaboration and Organization - A team player with a reputation for meeting deadlines, managing competing priorities and maintaining client relationships<br></li><li>Decision-Making - Proficient at strategic decision-making skills related to design and research operations<br></li><li>Research tools - Good understanding of the limitations and appropriate use of research tools and software<br></li><li>Whiteboarding Tools - Experience with digital whiteboarding and collaboration tools such as Mural, Miro and/or Figjam<br></li><li>Experience working in a health care setting and/or with digital health solutions<br></li><li>Experience working in the public sector<br></li>
<br><br><h3>Requirements</h3><p><b>Required Experience / Evaluation Criteria:  </b><b><br></b></p><li>Experience with UX research for complex web sites and applications across a range of platforms and devices. 10 Points<br></li><li>Experience planning and conducting user research activities, including participant recruitment, analysing feedback and presenting findings. 20 Points<br></li><li>Experience creating user flows, wireframes (concepts), prototypes and mock-ups. 20 Points<br></li><li>Experience working in DesignOps function, identifying efficiencies in design and research operations and implementing repeatable and scalable processes. 30 Points<br></li><li>Experience with championing customer and user experience processes across organizations. 10 Points<br></li><li>Proficiency in relevant tools and software, such as Photoshop and/or Illustrator, Mural, Figjam and/or Miro (or similar whiteboarding tools) and TreeJack, UserTesting and/or UXPin (or similar research tools). 5 Points<br></li><li>Experience working with WCAG and/or AODA compliant web sites and applications. 5 Points<br></li>
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<br><p><b>Deliverables include, but are not limited to:</b><b><br></b></p><p>Create CX and UX research process documentation, including:<br></p><li>Overarching CX/UX Research Process<br></li><li>Usability Testing process<br></li><li>User survey process<br></li><li>User interview process<br></li><li>User feedback process<br></li><li>AODA testing process<br></li><li>Brand alignment and design system selection process flow<br></li><li>Process delta (outstanding processes to be documented)<br></li><p>Document new (or revise existing) templates for repeatable activities, including:<br></p><li>UX Research Plan<br></li><li>CX Evaluation Plan<br></li><li>Experience Brief with Scope of Work and RACI Matrix<br></li><li>Insights Report<br></li><li>User Archetypes and Personas<br></li><li>Journey Maps<br></li><li>User Feedback Analysis<br></li><li>AODA Test Report<br></li><p>Regular status reports to Senior Manager, Experience Design<br></p>
<br><p><b>Must Haves:</b><b> </b><b><br></b></p><li>8+ years experience Extensive knowledge and hands-on experience with User experience (UX) and Customer Experience (CX) research methodologies and activities, including interviews, personas, surveys, customer journeys, usability testing and feedback loops <br></li><li>6+ years experience Proven experience with DesignOps (Design Operations) and related processes management and optimization <br></li><li>6+ years experience Strong documentation skills <br></li>
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