Customer Experience Researcher Iii

JOB REQUISITION

Customer Experience Researcher III (Contract Talent)

LOCATION

SAN RAMON

The Customer Experience (CX) Researcher III’s work will focus on identifying opportunities to measure and improve the customer's experience. You will conduct research, present findings, and make recommendations to ensure that product decisions and priorities are aligned with customer needs and wants.

The Sr. Researcher will have a solid understanding of the human-centered design process and significant experience in scoping research projects, selecting appropriate methodologies and research tools, creating buyer personas, building insight frameworks and presenting insights to stakeholders. You will also be working closely with design, architecture, product management, and product marketing teams.

**Responsibilities**:
- Design and execute research studies that follow research best practices and methodologies (to understand the current customer experience and evaluate marketing collateral with prospective customers)- Design and execute market research activities such as buyer personas, messaging testing, concept testing, features prioritization and early-stage discovery on a product marketing platform.- Review and evaluate market research platforms and select the best tool that we should be adopting to run our experiments and target users on the panels associated with this platform.- Conduct competitive analysis to identify how we can enhance our business strategy and achieve a competitive edge in the market.- Create customer journeys, insight frameworks, and user personas which synthesize data and findings, helping the team arrive at a shared understanding of the customer needs.- Partner with product managers, product marketing managers, user researchers, designers, and other stakeholders to clarify project goals and identify areas where customer experience research can provide greater insights- Passionately advocate for customer needs, insights, market trends, etc. that need to be considered and incorporated into the experience and design strategy- Assist in collecting customer satisfaction key metrics (such as NPA, CSAT, CES) so we can better understand how our users perceive our brand and products.- Present research findings and recommendations in a clear and compelling manner.- Develop interactive visual method for helping stakeholders understand the needs and experiences of customers.- Ensure all research study results are actionable and contribute directly towards meeting project and business goals- Be a champion for our customers and advocates on their behalf on projects and across the business; Don’t be afraid to speak up when you see the customer's needs and preferences being ignored- Evangelize and exemplify research best practices for our group and across the company- Contribute to team's vision and roadmap by identifying areas of opportunity or improvement

Key Qualifications- Bachelor's degree or equivalent work experience in design, HCI, Marketing or related field. Master's degree in relevant field a plus.- 5+ years of CX, UX or market research is a must, preferably with a mix of experience in consulting and large corporate environments- Previous experience implementing a human-centered design methodology in product development-
- Excellent teamwork skills, and the ability to lead, influence, motivate, and inspire cross-functional teams- Excellent verbal and written communication skills, especially as they relate to presenting and defending research and design decisions; can flex and adapt to audiences (stakeholders and partners) at all levels and sizes- Familiarity with staffing services is a plus, but not required- Research work samples that demonstrate the best practices in user research, methodology, and insight framework generation is a must to be considered for this position

Desired traits- Agility, decisiveness, resilience, transparent communications, and openness with strong attention to details- You bring the ability to and a passion for leading cultural shifts in organizations, especially when it relates to digital transformation and human-centered design.- You are a vibrant and engaging storyteller with strong business communication and presentation skills.- You have an intellectual curiosity that inspires others around you.- You strive in an environment that emphasize values such as culture fit, collaboration, communication and commitment to meet deadlines

At Robert Half, there’s more to us than what we do. Learn about our values and what it’s like to work for the largest specialized staffing firm in the world at our San Ramon, California, Corporate Services office. Take a look at


Robert Half International Inc. is an Equal Opportunity Employer. M/F/Disability/Veteran

As part of Robert Half’s Corporate Services facility employment process, any offer of employment is contingent upon successful completion of a background check.

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