User Experience Researcher

About the role

The User Experience Researcher at Southern New Hampshire University (SNHU) provides insights into user experience to help product and design teams create user-friendly products based on user feedback.

Responsibilities

• Lead user research to uncover new insights and opportunities, understand current needs and expectations, and test potential design solutions.
• Collaborate with partners, designers, product managers and developers on research activities, strategy sessions, brainstorming, design, and testing of new concepts.
• Establish a research portfolio that aligns with SNHU's customer experience strategy, value chain, and customer performance indicators.
• Manage multiple research projects simultaneously by coordinating scope, timeline, and partners in detailed project plans and other project documents.
• Develop well-crafted research plans with clear research goals.
• Conduct usability sessions.
• Develop and implement quantitative surveys.
• Conduct partner and client interviews.
• Create prototypes using Figma or similar technology.
• Identify insights by analyzing quantitative and qualitative data from research.
• Translate insights into relevant recommendations across digital and physical products, services, and spaces, providing a pipeline of data for product teams to improve the customer experience.
• Create communication tools to share insights across the development teams.
• Present research findings to the larger team in a clear and organized fashion.
• Implement a research strategy by collaborating with product teams, customer experience (CX) team members, and partners to identify research goals and priorities.
• Stay informed about competitor products, industry trends, and customer experience (CX) trends (both inside and outside of the higher education industry) to understand trends in consumer expectations and opportunities for additional research.
• Ensure compliance with legal and ethical guidelines.

Requirements

• Three years of experience in research, user experience, or human-centered design.
• Bachelor's degree in related field.
• Experience designing and conducting qualitative and quantitative research.
• Work within diverse and cross-departmental teams.
• Written, visual, and verbal communication skills and ability to present ideas.
• Interest and experience with people and cultures.
• Experience with critical thinking in a hyper-fluid operating environment.
• Experience optimizing the customer experience and delivering measurable improvements.
• Excellent customer service abilities.
• Proficiency with PowerBI.
• Experience with D2L Brightspace.
• Experience with data reporting and visualization.

Qualifications

• Experience working within diverse and cross-departmental teams.
• Strong written, visual, and verbal communication skills.
• Ability to present ideas clearly and organize information effectively.
• Interest and experience with people and cultures.
• Experience with critical thinking in a dynamic environment.
• Experience optimizing the customer experience and delivering measurable improvements.
• Excellent customer service abilities.
• Proficiency with PowerBI.
• Experience with D2L Brightspace.
• Experience with data reporting and visualization.