ICSI Comercial · 1 day ago
Sr. UX Researcher - 10729
Fort Worth, TX
Contract
Onsite
Mid, Senior Level
3+ years expICSI is a part of the Digital Customer Experience team within the Customer Experience Organization at American Airlines. The Sr. UX Researcher will collaborate with various stakeholders to advocate for user experience and conduct qualitative and quantitative research to inform product development.
Asset ManagementOutsourcingProject Management
Responsibilities
Collaborate with Product Owners, Product Designers and stakeholders to develop a deep understanding of business problems and advocate for user experience
Contribute research strategies that help define and work toward product portfolio objectives and key results (OKRs)
Advocate for and perform discovery and evaluative research to reveal product insights ahead of development
Conduct qualitative UX research using industry-standard methods such as moderated usability tests, heuristic evaluations, user interviews, contextual inquiries and competitive analyses to understand user behaviors, needs, motivations and pain points
Perform quantitative UX research leveraging methods like surveys, clickstream analysis, eye-tracking studies, card sorting, tree testing and unmoderated usability tests to quantify user behaviors, validate design decisions and measure ease-of-use, comprehension and satisfaction
Effectively present and communicate actionable insights to product teams based on research outcomes
Use analytical tools (Adobe Analytics, Quantum Metric, etc.) to gather data insights that aid and supplement portfolio research strategies and help UX to better understand the complete experience of those we build products for
Create, update and advocate personas, customer journey maps and service blueprints to help product teams stay organized, focused and customer centric
Work in a self-guided Agile environment across multiple initiatives and ceremonies
Actively guide and benchmark product performance with quantitative UX metrics; proactively review customer feedback and find problem areas to focus on
Scale UX research by building infrastructure, educating others and contributing to Research Ops
Utilize research software / hardware (including eye tracking equipment) and participant recruitment resources
Qualification
Required
Bachelor's degree in human computer interaction, human factors engineering, computer science, visual design, behavioral sciences, psychology or other related discipline
3+ years of experience in applied user experience research at large enterprises or highly matrixed organizations
Strong understanding of user-centered design, experience with qualitative and quantitative research methods and analytical skills
Knowledge and ability to use remote unmoderated testing tools and moderated testing devices and platforms (UserZoom, UserTesting, Userlytics, etc.)
Familiarity in modern design and prototyping tools (Figma, Zeplin, Flinto, Sketch, Adobe CC, etc.)
Excellent written and verbal communication skills and proven ability to collaborate effectively across disciplines, product lines and roles
Desire to promote and teach the importance of user-centered research to Product Owners, stakeholders and Designers
Ability to present work in a clear and compelling manner to stakeholders and explain design recommendations by citing best practices, testing data or business requirements
Preferred
Master's degree or Ph.D. in human computer interaction, human factors engineering, computer science, visual design, behavioral sciences, psychology or other related discipline
5+ years of experience in applied user experience research at large enterprises or highly matrixed organizations
Experience in owning and creating research strategies that help define and work toward product objectives and key results
Project management skills with the ability to build strategy, set objectives & key results, and deliver on time
Experience scaling research practices, setting up a research insight repository, and building a product benchmarking program
Proficiency in modern analytical dashboards and tools (Adobe Analytics, Quantum Metric, etc.)
Experience conducting field research with unionized workforces
Knowledge of Artificial Intelligence (AI) and how it can be applied to UX practices
Company
ICSI Comercial
Ofrecemos a empresas líderes en tercerización de servicios de soporte y clientes con cobertura nacional nuestro servicio.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase