Head Of UX Research

Blink is the user experience firm for the world’s leading companies. We use evidence-driven design to create products that people use, love and remember. With studios in Austin, Boston, San Diego, San Francisco, and Seattle, Blink brings two decades of experience to research, design, and strategy for clients such as Amazon, Facebook, Microsoft, NASA, Starbucks, and USAA.
Direct hireSalary: Up to $145k DOELocation: Preference is Boston or NY/New England area. Secondarily, will consider remote.

ABOUT THE POSITION

• This position sits within the Customer Service department.
• We’re looking for an experienced professional who will ensure customer satisfaction and trust amongst our brands.


• In this role, you will be responsible for managing the research team, setting the strategy, and fielding key qualitative and quantitative studies related to customer, brand, and UX research projects. This individual is an integral part of the Customer Experience team and will be relied upon as a core team member and leader. This person will spearhead research programs to generate greater insights and knowledge of the business and customer satisfaction, continuously looking for ways to improve business operations.
• This position is intended for someone who is customer obsessed, consistently works to uncover opportunities to improve the brand’s reputation, and can work cross-functionally to communicate how our customers feel across different touch points and experiences.
• With customer centricity as a key pillar of our business, we need someone who will be our customers’ greatest internal advocate. The scope will include surfacing issues and coordinating with the appropriate teams to solve, as well as identifying operational gaps which need immediate fixing to provide a better journey for our customers. 
• We are looking for someone who is data-driven, and also understands the importance of empathy and compassion as it relates to serving customers. You will speak with customers and lead a research team supporting the needs of our customer base of 3M+ households.  
• You’ll be working on a national team alongside other team members focused on Quality, Product, Operations, Strategy and Journey Design to help achieve the team and company objectives. You will support research and customer experience strategy across all operating companies within the states of Maine, Connecticut, New York, Massachusetts. 

RESPONSIBILITIES

• Manage team of researchers, providing leadership and guidance to ensure their success.
• Lead analysis of quantitative and qualitative data and presentation of findings in meaningful and easy to understand manner.
• Lead collaboration with UX designers and developers for optimal and timely resolution of customer experience and recommendations.
• Lead design and execution of focus groups, field trials, and survey studies with end users.
• Lead heuristic expert evaluations and walkthroughs of customer feedback and insights across key touch points.
• Manage research vendors on externally assisted projects.
• Maintain quarterly reporting of JD Power rankings and NPS programming across Operating Companies and customer journeys.
• Own NPS (Net Promoter Score) – CSAT (Customer Satisfaction), and other customer metrics.
• Track customer satisfaction across all channels of interaction.
• Review customer queries to determine root cause analysis and develop processes and products to mitigate such issues.
• Represent the company at industry events and conferences.
• Analyze customer feedback on product ranges and new releases.
• Document processes and issues, as well as customer compliments and complaints at a macro and micro level.
• Oversee the development and implementation of new processes and procedures for tracking and evaluating the results of research efforts.
• Gain a deep understanding of the customer experience and lifecycle.
• Scope and prioritize activities based on business and customer impact.
• Understand all company subsidiaries and product offerings.
• Represent the company by speaking with customers to solicit feedback on services and performance.
• Use customer insights and analytics to identify companywide improvements and present these to the team/senior stakeholder peers.
• Develop measurement framework to grow and analyze customer satisfaction and engagement.

REQUIREMENTS

• Education & Experience Required:
• BA in Research, Psychology or related field.
• Experience managing a research team.
• Minimum 7 years’ primary research experience.
• Understanding of principles of user-centered design, with an emphasis on mobile/native app design and connected experiences.
• Knowledge of qualitative and quantitative research methodologies.