Lead, UX Researcher

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Position: Lead, UX Researcher
Reports to: Senior Manager, Design
Position Term: Full Time Permanent
Primary Location: Mississauga, Ontario, Canada
Workplace Type: Remote (Within Canada)


Job Purpose

We are seeking a dynamic and innovative Lead, UX Researcher for our Mass and Specialized Market projects and digital products. This pivotal role will report directly to the Senior Manager, Design and play a critical role in steering our digital product design strategy. The successful candidate will be instrumental in shaping the user experience of all our product offerings through a comprehensive understanding of our existing and future supporters, ensuring they align with our mission and brand values.

This role involves creating UX research and user testing programs that support the design and development of experiences from strategy to execution that are aligned with organizational objectives. While direct reports from other teams are not part of this role’s immediate structure, the Lead, UX Researcher will serve as an advocate and support system for designers, developers, product managers and owners alike across various business units, facilitating knowledge sharing and contributing to design excellence.


Responsibilities

• Design Leadership and Strategy: Lead the implementation and operation of research programs for our internal and external portfolios of products, providing critical user insights that will inform and guide our product ideation and roadmaps. Navigate through ambiguity and adapt to changing scope as informed by the organization’s greater needs. Proactively prioritize research projects for continuous improvement and learning to optimize and maximize its impact on business objectives.

• UX Research Craft: Serve as a role model with care and devotion, from expertly crafting the perfect survey question to navigating the most difficult user interview. Employ best-practice methodologies and industry tools to collect, analyze, synthesize, and interpret complex data into rich, comprehensive, and meaningful insights. Develop a playbook and templates that can adapt and scale across business units to demonstrate impact. Contribute to and uphold research standards, processes, and principles. Manage and curate research repository to democratize user insights. Create and manage a testing lab and participant pool to support ongoing and ad hoc user testing to optimize, maximize, and evolve our product offerings.

• Community of Practice: Establish and run a UX Research Community of Practice within the organization, fostering an environment of learning, sharing, and collaboration across different team members to increase data-informed decision-making.

• Cross-functional Collaboration: Lead cross-functional teams through the process of ideating and developing strategies and product ideas based on user insights. Improve collaboration and knowledge-sharing among other UX researchers in the organization to avoid research silos and redundancy.

• Communication: Present qualitative and quantitative data that are clear and actionable. Communicate effectively with stakeholders to ensure that insights are understood and how they can be applied to solve user needs and business objectives. Seek and promote transparency and feedback flow between team members.

• Advisory and Support: Act as a trusted advisor and source of support across business units. Encourage professional development and skill enhancement through regular feedback, workshops, and training sessions to empower cross-functional teams.

• Innovation and Trends: Collaborate with our Market-Creating Innovation team to discover emerging trends and insights. Advocate for adopting innovative research practices and tools that can enhance our digital offerings and user experiences.

• Performance Metrics: Recommend, define, and track key performance indicators for design projects. Use data and feedback from the Insight repository to guide future product, design decisions, and strategies.

Qualifications

• Experience: Minimum 8 years of industry experience conducting and leading user experience research, planning and designing research studies, and other supporting activities.

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