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Market Researcher

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In this role you will work with the Customer Engagement team which is responsible for managing the external online help experience for several products. Online help is available to these products' users across a range of platforms, including Help Centers (knowledge bases), Communities (forums), Social channels (Twitter, Facebook, G+, WeChat, and more), YouTube (video-based learning), and help features embedded in the product experience.

As a researcher in the CE team you will conduct independent research, analyze real user behavior, and communicate the results to your team and their partners to improve online help experiences for users. You are encouraged to identify new opportunities for user experience improvements, and to make the connections between our products and help intuitive and accessible.

OVERALL RESPONSIBILITIES:
Create design mockups as needed
Conduct independent research
Evangelize research findings to diverse audiences through written reports and oral presentations

TOP 3 DAILY RESPONSIBILITIES:
Develop research plans with online help Program and Project managers; define the best methodology for collecting high-impact data
Coordinate with the internal recruiting team to develop screeners and contact prospective research participants
Coordinate the logistics of user research, including participant and facility scheduling

REQUIRED SKILLS:
B.S/B.A. in Design, Technical Communication, Cognitive Psychology, HCI/Computer Science, or other field emphasizing human behavior (In lieu of degree, 4+ years of experience)
2+ years work experience in an applied research setting
Experience recruiting individuals for research
Strong core interaction design skills, knowledge of user-centered design methodologies, and a good understanding of usability

NICE TO HAVE:
MA/MS degree in Human computer interaction, Customer Experience or related field
4 years of relevant work experience, including experience integrating user research into product designs
Proven record of clear and compelling oral and written communication
Strong understanding of strengths and shortcomings of different research methods, including when and how to apply them during each product phase
Good sense and understanding of visual design
Fluency with visual and interaction tools as well as competency with HTML, CSS, Javascript, and remove usability testing tools
Experience collaborating cross-functionally
Excellent organizational, communication, analysis, and teamwork skills
Proactive
Detail-oriented

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