Director, User Research

Description

**This role may have in-office requirements based on candidate location.**

 

We are seeking a dynamic and data-driven Director of User Research to join our Experience Research team focusing on the Customer experience. You will lead a team of two user researchers aiming to improve the customer experience. This role engages with senior stakeholders across the business within U.S. Retail Markets and requires a deep understanding of the U.S. Retail Markets business priorities. You will spend a majority of your time planning and executing complex research, while also prioritizing work and supporting the growth and development of your small team.

 

You will play a key role in shaping our customers’ user experience and translating insights into tangible impact. As part of the U.S. Retail Markets division, our Experience Research team is dedicated to designing, transforming, and delivering user-centric, efficient, and effective digital-first experiences for our diverse range of stakeholders. Working alongside a blend of user and market researchers, you will collaborate closely with cross-functional teams including UX, Product, Process, and Technology to advocate for the user while aligning with business objectives. Our overarching mission is to gain unparalleled insights into our customers, agents, and employees, empowering us to drive strategic decision-making, develop innovative strategies, and maintain a competitive edge in the industry.

 

Key Responsibilities:

• Spearhead custom, unique and highly complex research initiatives to inform our customer experience strategy, directly impacting user satisfaction and driving business outcomes.

• Champion our end-users by seamlessly integrating insights from diverse sources, including primary and secondary research, industry news, and operational data.
• Forge high-trust partnerships with colleagues across multiple teams and departments, fostering collaboration and innovation.
• Design & facilitate virtual workshops to synthesize insights, align stakeholders on strategy, and translate research findings into actional product direction. 
• Be a recognized expert within the organization  utilize expert-level knowledge to train others in user research methodologies and educate stakeholders on best practices and standards.
• Lead high-visibility research projects, collaborating closely with key stakeholders such as UX, Product Owners, Process, IT, Analytics, and more.
• Lead the objective-setting and discovery process, including user persona development, journey-mapping, and interpretation of user goals.
• Influence business partners to act on research insights by providing clear, actionable recommendations and relevant business context.
• Communicate findings with clarity and impact, tailoring your message for senior and executive-level stakeholders.
• Embrace diversity of perspective and foster effective collaboration with cross-functional teams to achieve shared goals.

 

What Sets You Apart: 

• Proven ability to mentor and develop a small but impactful team  
• Experience in setting research priorities and aligning them with business needs 
• Deep understanding of insurance customer processes, workflows, and pain points from both the customer and business perspective  
• Ability to balance long-term strategic research with quick-turnaround usability testing for product improvement   
• Strong storytelling skills to translate research into compelling narratives for stakeholder buy-in 

 

If you're passionate about improving user experiences, driven by data, and eager to be a part of a dynamic team, we invite you to join us.

Qualifications

 

• 8+ years of UX Research experience in a corporate agile setting, Bachelor’s degree in Human Factors, Human-Computer Interaction, Information Design, Master’s degree preferred
•  Expertise in a wide range of qualitative and quantitative research methods, including usability studies, interviews, focus groups, surveys, card sorts, and heuristic reviews
• Exceptional communication skills, adept at translating data into actionable insights both verbally and in writing
• Expertise in data-driven storytelling, transforming raw data into compelling narratives and visualizations
• Familiarity with quantitative and qualitative research tools like Qualtrics and UserZoom, as well as UX methodologies such as Design Thinking and Lean UX
• Commitment to ongoing learning and staying current w