Our client is seeking a contract based Customer Experience Researcher to work on their digital products focused on customer needs and preferences.
Focus will be on the user research plan and execution of research related tasks (e.g., conducting panel studies, surveys, interviews). CX Researchers will be effective at designing and executing on research activities that enhance the end-to-end digital experience for their customers.
Location: Hybrid 3d/week Toronto
Duration: 12 months
Responsibilities:
- Integrated Insights Development: Develop and lead a comprehensive, integrated insights approach. Design and implement new tools and methodologies to understand changing consumer behavior, leveraging member data for improved outcomes.
- Research Planning and Execution: Coordinate user research using various methods, including usability testing, A/B testing, interviews, contextual inquiries, and more. Identify and implement optimal research methodologies for individual problems and overarching strategies. Actively manage stakeholders (e.g., finance, procurement) to ensure timely and cost-effective research delivery.
- Data Synthesis and Strategy: Identify, integrate, and communicate key customer insights, trends, and performance metrics to drive decision-making. Collaborate with BI/Analytics teams to develop standardized reporting against consumer and market metrics. Synthesize multiple research initiatives to create actionable insights and opportunities for the business.
- Product and Design Collaboration: Support the creation of user experience strategies through customer research and identifying key design goals. Weave insights into product and feature strategies, ensuring alignment with business and category knowledge. Monitor competitive landscapes to inspire and inform product design and feature strategies.
- Stakeholder Engagement and Communication: Develop clear research artifacts and iterate on them in a fast-paced environment. Facilitate research criteria discussions with lab teams and present findings effectively to stakeholders. Proactively analyze macro and lab-specific customer trends, embedding findings within teams to provoke meaningful conversations.
Requirements:
- Proven experience generating research strategies and synthesizing insights using analytics and trend analysis.
- Proficient in creating personas and identifying customer needs across user journeys.
- Familiarity with multiple usability and research methods.
- Experience with tools like Qualtrics, Dovetail, and UserTesting.com is a strong asset.
- Ability to manage and support team members across multiple teams, acting as an escalation point and removing roadblocks.
- Strong planning and execution skills with the ability to work independently or lead a team.
- Familiarity with design and prototyping tools like Figma is a plus.
- Skilled at developing research artifacts to inform product direction in a fast-paced environment.
