Job Description

Russell Tobin's client, a leading biotechnology corporation, is looking for an UX Design Researcher to join their team in San Francisco,CA!

This role will be responsible to support the Experience Design Director in planning and conducting end-to-end customer experience research across the prioritized Experience Operations roadmap.

Apply now for prompt consideration!!

Employment Type:  Contract/Hybrid

Location: San Francisco, CA

Pay rate : $76 - $98/hr, DOE

Responsibilities:

• Collaborates with marketing research organizations for macro customer journey analysis and organizational personas.
• Ability to triangulate data using various tools to transform raw operational data into trends and groupings, enabling data-driven design decisions.
• Proficient in assembling data and insights to create visualizations and documentation or develop journey frameworks.
• Performs validation within the customer ecosystem and with internal stakeholders to ensure accurate representation of the customer journey, processes, and interactions.
• Coordinates scheduling and arrangements for Journey Mapping workshops or Design Sprints, including securing appropriate stakeholder attendance.
• Conducts and observes customer interviews, providing detailed notes.
• Documents workshop outputs and curates a digital library of CX assets and documents.
• Identifies root causes of experience issues and collaborates with designers and analysts on innovation opportunities, model enhancements, or external industry integrations.
• Analyzes data to identify trends and groupings for data-driven design decisions.
• Assists Studio Research and Design Lead(s) in facilitating workshops, supporting framework population, break-out groups, and maintaining session outputs and documentation.
• Experience in a professional role related to customer experience or client-facing opportunities.
• Strong passion for human-centered design and process improvement.
• Quick to learn new applications for visualizations and communications.

Requirements:

• Bachelor’s degree required
• At least 5 to 7 years of related working experience in a CX or UX Research disciplines.
• Tangible and credible experience working within a human centered design practice or CX/UX insights team using Mixed Methods Research
• Experience in Google Workspace, MS Suite, to include Word, Excel, powerpoint, with additional experience using Jira, Confluence, Adobe Analytics, Medallia or similar.
• Able to quickly learn to use new applications for visualizations and communications.
• Experience with CX frameworks: Journey Mapping, Design Thinking, and facilitating client-facing workshops.
• Proficient in customer research, including interviewing, questionnaire design, and documentation.
• Skilled in UX tools such as Smaply, UserZoom, UserTesting, and prototyping.
• Expertise in data gathering from patients, advocates, caregivers, customers, employees, and 3rd party partners to identify sources of data and insights related to customer journeys and touchpoints.

Nice to have:

• Bachelor’s degree ideally in Research (ideally in Research or Design with a concentration on Human-Centered Design, Human Factors (Information Design or Psychology), Human-Computer Interaction, Interaction Design or a related field.
• Experience in UX framework exercises: Journey Mapping, Design Thinking, Facilitating Client facing workshops.
• Customer research experience in interviewing, questionnaire design, and documentation.
• Digital UX design, design of journeys, or contact center operations in a multi-channel environment.
• HTML/CSS/JS (preferred)
• Content Management: AEM, CQ5 or similar • Process Mapping, Mind Mapping, Visio, or similar

Benefits that Russell Tobin offers:

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors. 

#CB

Rate/Salary: $76 - $98/hr, DOE

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