UX Researcher Lead, Customer Activities

Established in 2004, OLIVER is the world’s first and only specialist in designing, building, and running bespoke in-house agencies and marketing ecosystems for brands. We partner with over 300 clients in 40+ countries and counting. Our unique model drives creativity and efficiency, allowing us to deliver tailored solutions that resonate deeply with audiences. 

As a part of The Brandtech Group, we're at the forefront of leveraging cutting-edge AI technology to revolutionise how we create and deliver work. Our AI solutions enhance efficiency, spark creativity, and drive insightful decision-making, empowering our teams to produce innovative and impactful results. 

Role: UX Researcher Lead, Customer Activities 

Location: Can be remote but must be near - Basking Ridge, Irving TX, Carey NC, NYC

About the role: 

We are seeking a senior level User Experience (UX) Researcher to join the Customer Marketplace Insights (CMI) team. You will help drive transformation and innovation by contributing insights and research outcomes that translate directly into business and product impacts.As a UX Researcher, you will be a core member of the team focused on advocating for our customers. Tightly partnered with experienced designers and business partners, you will collaborate with the larger UX Research team as well as our wider CMI organization to develop and execute UX Research projects/programs aimed at understanding customer needs, expectations, and experiences. Activities will range from early/generative user research, through rapid/iterative formative testing, and later evaluation. You have a critical approach to research. You’re always looking for sources of bias. As appropriate, you challenge the use of research techniques, and suggest techniques better suited to a scenario. You understand when less-direct data gathering methods may be appropriate, e.g. observation vs interviewing when studying a business process. You have a healthy sense of “some things are difficult to know through research” and are quick to think about (and communicate to stakeholders) limitations to various research approaches.

What you will be doing: 

• Execute research activities (e.g. user interviews/testing/evaluation, field studies, journey mapping) to uncover experience and product development insights
• Produce research documents – screeners, question guides, reports, et cetera
• Moderate/host workshops such as ideation sessions
• Build impactful and influential insights and stories spotlighting the most relevant user orientations and behaviors
• Perform desk research (e.g. lit reviews) to inform the front end of new projects.
• Manage the research participant experience, to ensure their comfort during research sessions, and protect their personal/private data.
• Collaborate with and manage stakeholders across various functions/disciplines, including industrial design and technology partners

What you need to be great in this role: 

• Bachelor’s degree in a research-related discipline
• 7 more years of related non-academic work experience in a dedicated research role (we are not looking for someone who dabbles in research or has been research-adjacent in another function)
• Experience defining and planning the approach and methodologies in context of project scope and timeline.
• Experience with user research methods (usability testing, user interviews, diary studies, et cetera).
• Experience crafting discussion guides and appropriate tools and exercises to reveal customer/user needs and desires
• Experience moderating and planning field studies, user interviews, and usability studies in in-person and remote testing environments.
• Experience with qualitative generative research, evaluative methodologies, and usability from concept formation through launch.
• You have at least a non-specialist understanding of quantitative research – you know the basics, and have a good sense of when to ask a specialist for help or look something up.
•  Experience with secondary data, trends, and learnings.
• Experience demonstrating UX Research impact, including driving business and product decisions through UX Research.
• You have worked in close partnership with designers and business units.
• You are adept at managing sta