Join us to shape the future of user experience through expert research and team leadership, driving customer and employee satisfaction and engagement. Champion innovation and mentor a team that strives for excellence in user experience research and design.

As an Experience Research Vice President in Operations Experience Design, you will lead a team of skilled professionals to design, execute, and detail findings from experience research studies. Your expertise in experience research principles will enable you to develop and implement innovative studies that enhance user experience and align with our organizational strategy. By fostering a collaborative and inclusive environment, you will empower your team to conduct research with impact.

Job Responsibilities

• Develop and execute in-depth research strategies to gather insights on user needs and preferences, utilizing an expert-level mix of quantitative and qualitative research methods

• Lead and mentor a diverse team of experience researchers, creating a collaborative and inclusive environment that fosters innovation and excellence in user experience design

• Collaborate with cross-functional teams to transform research findings into practical, actionable recommendations that enhance user satisfaction and engagement across products and services

• Drive measurable improvements in user satisfaction, engagement, and business outcomes through research-driven insights

• Update, refine, and stay on top of research methodologies at the forefront of emerging trends and technologies to maintain a competitive edge in user experience research and design

• Rapidly understand new business areas and key challenges, providing expert guidance to researchers even outside your direct domain expertise

• Demonstrate a strong sense of urgency and ownership, proactively setting timelines and driving action in ambiguous or undefined situations

• Balance hands-on research on high-priority initiatives with effective team management, ensuring both personal and team impact

• Embrace continuous learning and thrive in ambiguity, regularly developing research plans for new areas with limited information

• Communicate research insights with clarity and confidence, tailoring storytelling to diverse audiences and seniority levels to drive understanding and buy-in

• Organize and prioritize effectively, recognizing when to strive for excellence and when to focus on what matters most for the business

• Evaluate research requests critically, balancing user and business needs, and confidently adjust scope or say no when appropriate to maximize value

• Oversee the selection, implementation, and management of research tools and technology, empowering both researchers and designers to conduct effective studies

• Develop and maintain templates, resources, and best practices to enable designers to conduct their own research, while providing consultancy-style support and expert guidance from the research team

• Support research at scale across multiple regions and product areas, balancing rapid learning of new platforms with the ability to assist with research requirements and build subject matter expertise in evolving environments

Required qualifications, capabilities, and skills

• Demonstrable experience or equivalent expertise in experience research, user experience design, or a related field, focusing on leading research initiatives and teams

• Demonstrated expertise in various research methods, including both quantitative and qualitative approaches to gather and analyze data for user experience design

• Advanced proficiency in survey and interview design, ethnography, and accessibility guidelines, ensuring inclusive and accessible user experiences

• Proven ability to design a multi-faceted research program where multiple researchers support the overall focus of the work

• Advanced leadership skills with experience in mentoring, coaching, and developing diverse teams of experience researchers and user experience designers

• Ability to quickly grasp complex business problems and translate them into actionable research plans

• Strong organizational and time management skills, with the ability to manage multiple priorities and projects simultaneously

• Confident communicator and storyteller, able to influence and engage stakeholders at all levels

• Comfortable making trade-offs between research rigor and business needs, with a pragmatic approach to delivering value

• Experience working in fast-paced, ambiguous environments, adapting research approaches to fit evolving business challenges

• Experience managing research tools and technology, and supporting designers in conducting their own research through resources and consultancy

• Experience supporting research at scale across regions and multiple product areas, with the ability to learn new platforms and build SME knowledge

Preferred qualifications, capabilities, and skills

• Experience working in an Operations or Customer Service environment

• Experience working in abstract or specialized environments with unique processes and workflows, requiring the ability to quickly learn and adapt to unfamiliar business practices

• Experience working with enterprise software applications that require scaling to multiple persona groups