TestPros, Inc. · 2 days ago
Customer Experience (CX) and Usability Specialist - IT
United States
Full-time
Remote
Mid LevelTestPros, Inc. is a successful and growing business providing IT technical support services. They are seeking a Customer Experience (CX) and Usability Specialist to support customer engagement and analyze market research to understand customer behavior, while ensuring adherence to usability and accessibility guidelines.
Cyber SecurityInformation TechnologyQuality Assurance
No H1B
U.S. Citizen Only
Responsibilities
Lead and support Voice of the Customer measurement efforts—gathering and analyzing market research insights identifying customer segments, preferences, needs, and challenges to inform decision making
Support the maturation of the TestPros CX practice and Voice of the Customer program(s)
Conduct customer journey workshops to assess and optimize cross-channel strategic communication initiatives, product development, marketing campaigns, and digital applications
Effectively utilize the latest appropriate CX maturity models, processes, tools, and user experience (UX) techniques to craft various artifacts supporting the design and prototyping process, including persona development, journey mapping, bright spot analyses, user stories, and metrics mapping and analyses
Perform complete audits and validation assessment / testing on software and documents, based upon Customer Experience (CX), User Interface (UI), User Experience (UX), Usability, and Accessibility (Section 508 / WCAG) guidelines and best practices
Develop and present compelling data-driven and return on investment-focused business rationale to influence favorable project support decisions
Provide consultation to a multi-disciplinary team of strategic communication professionals regarding multi-channel citizen outreach and engagement best practices
Document detailed findings to communicate identified issues and recommend potential solutions and best practices for remediation of discovered issues / violations
Apply process and/or software fixes
Develop and deliver informative and useful high quality outreach/educational presentations
Prepare and conduct training on related topics
Develop, manage, and maintain current marketing and outreach activities and coordinate with internal and external customers
Qualification
Required
B.A. or B.S. in computer science, information technology, human computer interaction, or related field preferred
Knowledge of Customer Experience (CX), User Interface (UI), User Experience (UX), Usability, and Accessibility (Section 508 / WCAG) maturity models, guidelines, and best practices
Knowledge of Closed Captioning' guidelines
Experience with ANSI/INCITS-354 Common Industry Format (CIF) for Usability Test Reports
Experience with ISO 9241-210 2019, Ergonomics of human-system interaction
Expertise conducting metrics analysis and interpretation
Experience translating complex ideas and data into well-designed and creative presentations and CX/UX artifacts. Advanced proficiency using presentation software such as Power Point
Experience effectively facilitating collaboration sessions of multi-disciplinary teams into a common goal, such as conducting persona development and journey mapping workshops
Excellent written communication skills for heavy documentation
Excellent verbal communication skills for developing and delivering presentations and training
Experience working effectively with several clients or project teams simultaneously in a fast-paced environment
Preferred
Experience with 'Closed Captioning' guidelines is preferred
Possession of relevant certifications such as: Certified Customer Experience Professional (CCXP) offered by the Customer Experience Professionals Association (CCXP), The Ultimate Guide to Usability and UX (available by Udemy), Graduate Certificate in User Experience (UX) Design (offered by University of Baltimore), UX Certificates (offered by The TeamW/Weinschenk Institute), Certified UX Designer (offered by CareerFoundry), UX/UI Professional Certification (offered at several U.S. Based Universities), UX and UX Master Certification (available via the Nielsen Norman Group), User Experience Design Immersive (available at General Assembly), Certified Usability Analyst or Certified User Experience Analyst (available at Human Factors International), DHS Trusted Tester, IAAP Certified Professional in Accessibility Core Competencies "CPACC", IAAP Web Accessibility Specialist (WAS) Credential
Experience successfully working on teams with UX projects—helping to support ideation and/or design
Professional training/certification and/or experience with one or more design modalities such as visual design, interaction design, UX design and/or Information Architecture as well as related software such as Adobe Creative, Axure, or Sketch
Ability to successfully obtain a government issued clearance
Benefits
Medical/dental/vision insurance
Life insurance
Disability insurance
Paid time off
Paid holidays
401(k) retirement plan with company match
Opportunities for professional growth
Cell phone discounts
Much more
Company
TestPros, Inc.
TestPros brings the latest relevant software life-cycle process methodologies, process improvement methods, test/QA methodologies, tools and industry best-practice knowledge to our customers.
Founded in 1988
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Kevin Murray
President. & CEO
Company data provided by crunchbase