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Director Of User Research

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Ensure that research data is consistently and accurately gathered, broadly communicated and archived and that customer satisfaction issues are monitored and communicated to stakeholders.
Work closely with product owners, UX designers, web analytics, and marketing to identify gaps in the overall UX research strategy and collaboratively implement enhancements.
Provide significant input into decisions that shape customer experience, optimization plans, site design and product development .
Educate business owners, product managers, technology, etc about UX principles in general, and for driving the integration of UX research data and processes into everyday activities.
Guide and prioritize research program to ensure that resources are being used efficiently and effectively to maximize impact to business
Analyze data from multiple sources (e.g. user research, on-site testing, VOC tools, business intelligence tools) to develop insights and recommendations for improving our site performance.
Guide the identification of what customer insights are required to improve our customer’s experience including that of key and prospective customer segments.
Partner with technology, ecommerce, marketing, program management and marketing communications to represents user needs during product definition, requirements gathering, project planning, UI design and product launch.
Create clear presentations which highlight the impact of the customer experience on business results and work with the team to leverage customer information to improve user experience, increase revenue, decrease cost, and steer ecommerce and product design.
Develop and use new ways of presenting information to management which is easier and faster to comprehend.
Manage vendor selections
Ensure that entire team keeps up to date with UX research techniques and emerging research tools
Consistently provide immediate performance feedback to direct reports and perform semi-yearly performance reviews

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