Lead UX Research

Job Summary: A Lead in UX Research manages people who help teams to understand user behaviours, needs and motivations. She/he has high level of research input via the team. She/he represents UX research to peers, managers and executives across company and to external audiences. Responsibilities: Customer (or User) Focus • Gathers, evaluates and has a solid understanding of customer use cases. • Maintains close contact with customers to gain a sense for where the market is heading given multiple considerations. • Aligns/coaches the team to ensure customer needs are met. • Shares research findings with the business via the team. • Understands competitors and regulatory environment. • Segments markets and understands needs of those sub-segments in greater detail. Creative Problem Solving • Identifies if we have the right people in the right places to solve problems. • Considers the problem from a number of angles. • Leverages the team to identify different research solutions. • Oversees the team's use of interviews, surveys, task analysis and other methods. • Oversees the testing of design solutions to check they solves problems for users. • Presents research learnings to stakeholders to guide future projects. Product Design • Leads the User-Centred research process, making sure the team follow consistent steps. • Represents UX Research on cross-functional working groups. • Is in close collaboration with the UX Designer Lead to ensure alignment. • Is in close collaboration with the Visual Design Lead to ensure alignment. • Promote UX Research best practice amongst the company. Data Driven Analysis & Testing • Oversees team in the collection of data from analytics packages, customer insight or other sources to understand context of research work. • Ensures team iterates research methods based on testing and data analysis. • Proactively uses data to establish key metrics for team. • Identifies gaps where data is needed and works with business to fill them. • Regularly oversees the testing of design work. • Uses data to inform testing future strategy. Technical Skills • Coaches researchers in technical skills. • Identifies need for training in technical skills by team and organises training. • Has a very good knowledge of the tech stack of the organisation. • Understands full capabilities of research software (Qualtics, Lookback, Usertesting.com). Competencies: Personal Capability Practices Self-Development • Takes ownership of own development and career • Initiates regular conversations with manager, coach or mentor regarding self-development • Learns from success and failures • Understands what is required by the business to be successful and maps development plan accordingly • Looks to build challenges into current assignments • Utilises formal and informal networks effectively Solves Problems and Analyzes Issues • Is able to ask effective questions and collect facts from multiple sources in order to solve problems • Is able to effectively identify and analyze problems and propose solutions • Effectively manages day-to-day issues and problems without intervention Innovates • Develops new ideas to improve process or product, and is able to prepare implementation plans • Integrates and builds on new ideas from others • Creates new opportunities by applying different perspectives and challenging the status -quo • Is recognised as an innovative thinker Interpersonal Skills Communicates Powerfully and Prolifically • Provides clear instructions and direction to others • Is able to both actively listen to and effectively question to understand another’s viewpoint • Helps others understand situations by communicating business context Collaboration and Teamwork • Encourages co-operation between all members of the team • Seeks team members’ input and expertise; facilitates open and interactive discussion of matters affecting the team • Helps people to resolve conflict • Identifies and removes barriers to team performance • Identifies ways for further collaboration across teams Builds Relationships • Establishes rapport with others on the team and across teams • Works effectively with others to get work done • Treats all individuals with respect • Handles difficult situations, minimising conflict Experience (US Only) and Education Suggested Minimum Years of Experience: 6-8 years Critical Experiences (Required for entry into this role):N/A Education to Qualify: Bachelors or Masters degree in a design subject (Psychology, UX, HCI, Product Design, Design, Graphic Design, etc discipline) is preferred, but not required. Base Pay Range for primary location in Ontario is $118,600 - $168,600 (CAD).This job is eligible for an annual incentive bonus.

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