Associate User Experience (UX) Researcher

Requisition ID: 17748

 

Join us in building a better future for Arizona!

SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power and named one of Arizona's best employers by Forbes. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona.

 

Why Work at SRP

At SRP, we foster an inclusive work environment and believe everyone should have a fair chance to work, regardless of who they are. That’s why we value teams with diverse perspectives, experiences, and backgrounds to help SRP deliver on its mission of providing reliable, affordable and sustainable water and power.

 

SRP's success is rooted in our employees' happiness, health, and safety. That's why we offer a comprehensive benefits package to meet the needs of our employees and enhance their well-being. In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits:

 

• Pension Plan (at no cost to the employee)
• 401(k) plan with employer matching
• Available your first day: Medical, vision, dental, and life insurance
• Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)
• Parental leave (up to 4 weeks) and adoption assistance
• Wellness programs (including access to a recreation and fitness facility)
• Short and long-term disability plans
• Tuition assistance for both undergraduate and graduate programs
• 10 Employee Resource Groups for career development, community service, and networking

 

Summary

The User Experience Researcher utilizes a variety of qualitative and quantitative techniques to help the organization develop a deep understanding of the customer experience and their journey with SRP.  The insights developed from User Experience research will allow internal SRP teams to design and build better customer/user experiences more quickly, and at lower cost and reduced risk based on deep consumer understanding and feedback.  The User Experience Researcher is part of the Strategic Research and Insights team and is responsible for both consumer experience research and custom market research project management from inception to completion including designing and planning research methodologies, data collection and analysis, and reporting/presentation of findings. 

 

What You'll Do

• Designs, plans, and leads the implementation and day-to-day management of user experience research, journey mapping, custom qualitative and quantitative research and tracking studies from inception to final deliverables 
• Supports marketing, customer operations and other SRP teams, departments and divisions on research projects as needed 
• Proactively leads multiple projects, actively prioritizes efforts, and communicates progress 
• Carries out a variety of different qualitative research activities for customer and user experience projects including recruiting participants, preparing discussion and testing guides, conducting interviews and facilitating user testing sessions 
• Conducts quantitative research projects including questionnaire development, sample design, field coordination, data analysis and written reports and presentations 
• Works closely with analytics colleagues to create an in-depth picture of user behavior; analyzes research data and information to synthesize and develop clear and actionable findings and translates those insights to tell the customer’s/user’s story  
• Communicates customer research findings to the broader team and wider organization in order help foster a deeper understanding of SRP customers, their journeys, and their needs 
• Works within the Qualtrics customer experience management platform; utilizes all functions of the platform