Contract User Experience Researcher

The Viator Design team is hiring a User Experience Researcher to collaborate with cross-functional teams and help solve the business’ most complex user problems. The role will focus on gathering user feedback across all our consumer and supplier platforms including consumer web, mobile web, native apps, and internal platforms.

You will be a strong advocate for the role of research in product development, articulating user research insights to design and product leadership. You will be introduced to new concepts on both the consumer and supplier side every week, and you must be able to help your stakeholders distill the core problem and find the best tools or methods to provide insight and inspiration to help solve their problems. You will perform the research independently, and document and share a quantitative and/or qualitative analysis of your findings.

Responsibilities

  • Collaborate with teams from product, business analysis, data analytics, sales ops, content, customer support, business development, and marketing to identify core problems.
  • Utilize your deep understanding of qualitative and quantitative research methods (in-house user labs, guerrilla usability testing, surveys, heatmaps, etc.) to identify the best tools that will bring user insight to the problem.
  • Recruit participants and design, moderate, synthesize, and communicate findings and recommendations.
  • Share findings in a clear, concise, and compelling way with stakeholders and the rest of the company.
  • Share weekly and monthly NPS reports with executives and the whole company.
  • Help create a deep understanding and empathy for our customers and suppliers across the company by consistently communicating project initiatives and findings to the rest of the company.
  • Derive the bigger picture from multiple concurrent efforts and prioritize research projects accordingly.

Skills and Experience

  • Minimum 4+ years of experience in User Experience Research
  • A user research related degree such as (but not limited to) HCI, Interaction Design, Human Factors, Cognitive Psychology, or Philosophy.
  • Hands on experience running in person and remote user testing using a variety of methodologies such as in-house user labs, remote user testing, eye-tracking studies, card sorting, and coffee shop testing.
  • Direct experience with researching on a variety of platforms and devices (desktop, mobile, tablet)
  • A good grasp of quantitative data analysis and statistics
  • Strong time management skills
  • Excellent communication and presentation skills
  • Can communicate complex concepts clearly
  • E-commerce experience not mandatory, but highly recommended.
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