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- The Comapnies Pharma e-commerce team is seeking a UX Research Operations Specialist to help us take our e-commerce platform to the future and beyond. We are seeking a passionate researcher and team player who will be part of a massive digital transformation effort. This role will develop, maintain, and optimize processes that enable research activities and knowledge sharing. Set user research in motion through people, tools, and strategies. Supports researchers in planning, conducting, and applying quality user research. Manages UX research knowledge base. This position would serve as a liaison bridge between all UX Product Teams, extended external research teams/initiatives, Sales teams, and the companies customer base.Participant management. Support the strategy for participant management and panel health (develop new recruiting channels, mechanisms, and best practices; track panel composition and recommend strategic recruits based on upcoming projects or gaps identified).
- Facilitate increasing demand for coordinating and scheduling customer research sessions.
- Consistently research and explore ways to recruit participants.
- Maintain the database of research participants.
- Ensuring research ethics are understood and upheld by individual researchers across studies.
- Consult with legal and compliance on incentives and honorariums.
- Managing user-research insights and making data accessible throughout the team and the organization.
- Label interview notes for documentation in collaboration with researchers.
- Maintain the database of research data, tracking and ensuring consistent keywords.
- Participate in research sessions by fielding observers' comments/questions during sessions and assisting the moderator in "controlling the room."
- Take notes during sessions to help speed up analysis and database documentation.
- Serve as a liaison with data and analytics teams on access to the voice of customer analytics reports related to UX research.
- Research and advocate new research tools as needed.
- Serve as a liaison with vendors.
- Standardizing research methods and supporting documentation (e.g., scripts, templates, and consent forms) saves time and enables consistent application across teams.
- Socializing success stories and ensuring that the overall impact of user research is known.
- Understanding Pharma's Sales org structures. Establish and grow relationships with sales associates who manage customer relationships.
- Educate teams and stakeholders on UX research methods and value.
- Point to and provide research artifacts that should inform projects and products.
- Create case studies that showcase the impact of research on business metrics.
- A thorough understanding of the Sales Representatives' Organizational structures within each Business Unit.
- Be a champion of and advocate for UX Product, Design & Research with the Sales community and the larger enterprise organization.
- Continually meet with Sales reps to gain buy-in and access to customers
- Knowing management-wise who to go to for support and influence
- Become familiar with sales account managers that know their customers well and foster good relationships with them
- Attend monthly Sales meetings and stay close and empathize with their concerns
- Be able to follow up with Sales about product and design developments that resulted from research - and how those improvements can help ease customer challenges
- Track customers who are willing to participate in the studies - create a backlog
- Know customers' positions and responsibilities to pinpoint target audiences better to match with flows and functionality that need to be tested
- Through data tracking, ensure we are bringing in as many new customers as possible and not returning to past participants too frequently.
- Working with UX product teams, always in tune with current and upcoming UX Research studies. Able to proactively prepare, recruit, and schedule customers.
- Consistently and clearly communicate with sales reps so they know we're reaching out to their customers.
- Clearly and frequently communicate with customers to capture their interest in research sessions and keep them reminded of scheduled sessions.
- Follow-up with customers and sales reps with personal "Thank you," or Bravo notes post-research sessions.
- Conduct long-term follow-ups with sales and customers, highlighting product enhancements based on their research participation. This will solidify for customers that they are being heard and are making a difference in how digital solutions are designed and built. This follow-up will enhance the white-glove treatment for which is so well-known.
- Bachelor's degree or higher degree in HCI, UX research, cognitive science, or other relevant human disciplines is highly preferred.
- Travel when needed (10%) in the future.
- Proven skills in evangelizing and presenting human-centric design and recruiting participants
- Have an understanding of human-centric design principles and are passionate about user experiences.
- Have worked in an agile or iterative work setting
- Understanding of digital accessibility
- Experience planning and conducting research using various methodologies, as well as analyzing and communicating user research findings and insights
- Design-thinking badge or coaching certification
- UX, UI, or writing capability and portfolio to showcase
- Have a background in ethnography and/or cognitive science methods (ideal)
- Weekly pay with direct deposit
- Medical, Dental, Vision and 401k
- Consultant Care support
- Free Training to upgrade your skills
- Dedicated Career Partner to help you achieve your career goals