Title: Head/Director of User Research
Practice: Experience – User Research
Reports to: Head of Experience
FLSA: Exempt



The Head/Director of User Research oversees delivery and provides leadership to a team of of 5-7 User Researchers who are responsible for conducting all human-centered research on internal and external client projects. Head of User Research assigns and allocates team resources, determines research approach, sets delivery schedule to meet client requirements, oversees quality of all team deliverables, as well as owns all sales efforts regarding ChaiOne User Research/Behavioral Science offerings. With the direction from Head of Experience, this role works collaboratively across the organization with other practice areas to meet strategic objectives. 


Essential Duties and Responsibilities

  • Define and direct User Research strategy and process for the integrated and scalable User Research team within the larger Experience practice
  • Establish research strategy for various internal and external client projects and oversee execution of strategies outlined in SOWs; support multiple projects through the entire User-Centered Design (UCD) lifecycle, from user needs identification to deployment 
  • Establish, document and communicate standards for all ChaiOne User Research deliverables, with the aid of User Research  team members 
  • Support production of comprehensive User Research deliverables (Discovery reports, usability reports, Digital Visioning workshop materials etc.) to ChaiOne’s standards
  • Work within highly effective ChaiOne delivery teams to deliver all User Research deliverables:
    • On time
    • Within project parameters
    • Up to ChaiOne standards
    • To internal and external stakeholder satisfaction
    • Targeting repeat engagement outcomes 
  • Identify opportunities for follow on work based on research findings 
  • Create and maintain rapport with internal and external project teams, including stakeholders, as well as research participants; effectively communicate with all parties
  • Direct training of a highly effective User Research team, including soft and technical skill development to advance more effective, efficient delivery of services and maintain high talent retention 
    • Identify skills gaps for direct reports and create skills development goals to aid in individual professional development 
    • Support professional development of each direct report 
    • Oversee team skills development to ensure successful, efficient, consistent delivery of User Research services  
  • Collaborate with Head of Experience and other practice areas (e.g., Design, Data Science, etc.) to develop and grow ChaiOne’s offerings in order to deliver more value for clients 
  • Own project estimate completion and quality; represent User Research in pre-sales activities such as project estimations, writing proposals, meeting with clients 
  • Serve as a User Research and User Experience thought leader for internal and external stakeholders, and in the professional community 
  • Contribute to billable client work at an agreed-upon utilization rate, primarily as User Research  strategist and visionary   
  • Must be willing and available to travel and work on local client sites as required


Supervisory Responsibilities

Manages Intern, Associate-level, Senior and Lead User Researchers in the User Research  practice. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 



  • At least a MA/MS in Human Factors, Human-Computer Interaction, Psychology, or related field
  • Must have experience with digital and non-digital user experience projects
  • 7+ years related work experience in projects that involve collaboration with design and engineering teams. Experience working within agile delivery framework
  • Previous experience of working within an agency or consulting firm is a major plus
  • Demonstrate successful creation, implementation, training, mentoring, and application of:
    • Mixed methods (collection and analysis) in large scale problem spaces 
    • Quantitative and qualitative research and analysis methods
    • Quantitative and qualitative analysis methods
    • Standard UX activities and outputs such as workshops, experience maps, personas, task flows, usability testing and metrics, user analytics, baselines, benchmarks etc. 
  • Demonstrate application of research insights to a business problem that had an impact   
  • Strong competence in Excel
  • Written research reports
  • Strong presentation skills
  • Strong communication and consulting skills including but not limited to:
    • Active and effective listening
    • Anticipating others’ needs
    • Reading and adjusting to the audience
    • Negotiating
    • Influencing
    • Navigating conflict situations
    • Providing effective feedback
  • Track record of attracting and retaining strong talent 
  • Demonstrated experience supporting business development efforts by collaborating and providing estimates on a variety of behavioral science engagements and activities including new and ongoing projects
  • Demonstrated ability to successfully communicate behavioral science estimations, efforts, strategies, and processes to clients during business development and on projects
  • Demonstrated ability to create business cases and assist in developing proposals
  • Demonstrated ability to work well independently as well as collaboratively



This role will require occasional travel to client sites (up to 20%).


Competitive Benefits

  • Flexible work hours
  • Medical, Dental, and Vision insurance
  • Health Savings Accounts (HSA)
  • Disability & Life Insurance
  • 401k
  • 20 days PTO
  • Unlimited Sick Time
  • Employee Discounts (Fitness, Car Rental, Airport Parking and more)


Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.


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