Customer & User Experience (UX) Research Lead Job at McGraw Hill LLC.
Overview:
The Customer & User Experience Research Lead will guide research from early concepts to optimizing active offerings and work closely with design and UX, product and marketing, engineering, and research peers across McGraw Hill to ensure that customer feedback and research findings are embedded into product strategy and development priorities, enabling a user-centered approach to designing and developing Web and eCommerce. The ideal candidate is a customer champion who is passionate about conducting research and sharing insights that inform opportunities and improvements.
Build the Future
As an education technology company with millions of learners and educators using our learning platforms – we keep our users at the epicenter. With the increasing demand for digital learning solutions, we need project managers that can help us accelerate student success through intuitive and effective learning tools and content. Project managers in our Digital Platform Group (DPG), work in a supportive, collaborative environment where they grow their career in a way that fits into their life.
How can you make an Impact?
Our Web/eCommerce team is seeking a lead researcher to help us understand user needs and explore ways to optimize the customer experience across our growing B2B web and B2C ecommerce offerings. The
Customer & User Experience Research Lead will design, implement, and manage a mixed-methods customer research program including qualitive and quantitative research, usability testing, CSAT measurement, and other research initiatives to understand user needs and explore ongoing opportunities to optimize the site experience and increase customer satisfaction.
The Customer & User Experience Research Lead will guide research from early concepts to optimizing active offerings and work closely with design and UX, product and marketing, engineering, and research peers across McGraw Hill to ensure that customer feedback and research findings are embedded into product strategy and development priorities, enabling a user-centered approach to designing and developing Web and eCommerce. The ideal candidate is a customer champion who is passionate about conducting research and sharing insights that inform opportunities and improvements.
What you will do:
- Build and execute an impactful research program that provides market understanding and the deep customer insights needed to impact UX decisions and continuously improve the Web and eCommerce experience.
- Contribute to the Web/eCommerce product roadmap using customer data and insights, including identifying gaps and customer pain points, as well as identifying new opportunities to meet customer needs.
- Implement varied methodologies as part of the research program including qualitative, quantitative, moderated/unmoderated, A/B testing, card sorts, heuristic evaluation, usability testing, tree testing, first-click, etc.
- Suggest and use appropriate tools and protocols to conduct user research to understand stated and unstated needs as well as customer behaviors and motivations.
- Manage research efforts and project logistics from scoping to delivery of final insights and recommendations.
- Collaborate with design and engineering teams to translate user needs into wireframes, concepts, mockups and functional prototypes.
- Build presentations, lead discussions, and facilitate synthesis workshops for cross-functional teams and stakeholders to deliver results and actionable recommendations from research studies.
- Partner with product management and analytics to stay up to date on relevant external research and best practices and share that knowledge with the UX and design team.
What you will need:
- 5 – 7 years’ user experience research with a fundamental understanding of UX design.
- Demonstrated ability to craft research plans, deliverables, and schedule to align with the overall product roadmap and planning cycles.
- Experience with UX/collaboration tools.
- Experience with Voice of the Customer CSAT/NPS survey tools like Qualtrics.
- The ability to define approaches to answering UX questions with customer insights.
- Ability to flex from planning to conducting research to presenting results and manage multiple projects simultaneously. Ability to go deep into the details as needed.
- Strong project management skills to effectively organize and manage projects with multiple stakeholders at any given time.
- Demonstrated ability to effectively communicate across functional areas, including technical and non-technical audiences.
- Proven ability to define and use metrics to track qualitative data.
Why work for us?
At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts contribute to the lives of millions. As an education innovation company, we’re proud to play a part by inspiring learners around the world. If you bring your curiosity, we’ll help you grow in a collaborative environment where everyone shares a passion for success.
Are you ready for a new challenge? Apply for a career at McGraw Hill and together, we’ll impact the world.
The pay range for this position is between $100,000 - $120,000 annually, however, base pay offered may vary depending on job-related knowledge, skills, experience and location. An annual bonus plan may be provided as part of the compensation package, in addition to a full range of medical and/or other benefits, depending on the position offered.
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