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UX Researcher: Consumer Journey Insights with Journey Mapping

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Our F500 Financial Services client's Global Brand and Marketing team is seeking an experienced Researcher to join its Science of Marketing Research team. This is a long term, 12-month contract (W2). Through qualitative and quantitative approaches, Science of Marketing supports key global enterprise initiatives via the following objectives:

• Modernize the tools and processes used to understand our brand standing and the voice of our customers
• Activate consumer & customer insights to prioritize target segments and design value propositions
• Support and provide strategic guidance and consumer insights for new campaign and brand identity launch
• Improve reporting and analysis capabilities and launch analytic pilots in key marketing domains and geographies
• Build a Marketing Science organization and communities of practice across topics and geographies

A key area of Science of Marketing is the Consumer Journey/Experiential Insights team, which this role will report into. The team:
• Identifies, triggers, needs, attitudes, behaviors, drivers of preference, pain-points and touch-points that consumers experience throughout their journeys
• Provides insights and strategies in Product Management/New Product Development that will emphasize the voice of the customer, and will result in an improved process that will generate cost efficiencies and a higher rate of success in product launches.
• Partners globally with Lines of Business, Corporate Functions and Consumer Experience & Design to ensure that insights feed the development and execution of products and user experiences

This Researcher will synthesize information gathered from consumers and stakeholders to ultimately deliver strategic insights enterprise-wide. Through user interviews, contextual inquiries, stakeholder/subject matter expert interviews, Voice of Customer data analysis, competitive analysis and workshops (kick-off, ideation, prioritization, etc.) this candidate will holistically ‘connect the dots’ and uncover strategic information to be shared with the enterprise via reports and journey maps.

Working with global markets in an advisory capacity is also key to role, and travel will be required.


Responsibilities include execution and oversight of:
• Research Approach: Meet with partners to understand their ultimate goals and recommend a course of action – e.g., generative / discovery research vs. concept testing, vs. survey, etc.
• Overall Session Planning: Effective execution/implementation of selected methodology - e.g., recruiting matrix, interview guides, generative / discovery research methods, prototypes/exercises, etc.
• Conduct stakeholder ideation/discovery workshops to understand true business needs, goals and objectives
• Analyze business processes and advocate on behalf of the customer to ensure a consistent and valuable experience for each customer across touch-points
• Drive research through engaging presentations of findings and actionable recommendations and, where applicable, development of archetypes, personas, user journey maps, techno-graphic segmentation, service blueprints, competitive landscape analysis and all materials to facilitate workshops.
• Moderation of workshops and interviews with stakeholders / customers, and development of related materials
• Leverage data from Voice of Customer feedback platforms (OpinionLab, ClickTale, NPS, etc.) in the synthesis of overall findings
• Session Synthesis: Identify common trends/behaviors and develop an understanding of user needs, pain points and barriers.
• Vendor Selection (if applicable): Review RFPs and SOWs of competing vendors to ensure alignment with our collective approach and methodology.
• Partner with global partners and advise partners on the above

Qualifications:
• 5+ years of experience planning and conducting user research sessions, stakeholder interviews and workshops
• 5+ years effectively translating research data into compelling reports that convey effective stories
• 5+ years of experience developing/establishing New Product Development processes
• 5+ years of experience working in a global environment
• Strong presentation and communication skills
• Solid understanding of Design, Cognitive or Experimental/Social Psychology, Cognitive Science, Human Factors/HCI, Anthropology or related area.
• Strong relationship building skills
• Proficiency in languages other than English is a plus



WORKING WITH AQUENT
Freelancing long-term with Aquent gets you access to some pretty cool things:
- Subsidized health and dental benefits after your first four weeks of work (averaging at least 20 hrs/wk).
- Access to FSA Program (pre-tax payment toward Bart passes, etc.)
- You're paid weekly
- Direct deposit for your paycheck
- Access to our Talent Rewards Program (we reward for referrals!)
- Access to free online courses via Aquent's Gymnasium, to help you develop your skills: http://gymnasium.aquent.com/
- Access to free online courses via Lynda.com
- Your Aquent Agent checking in with you during the course of your contract to make sure you're happy and progressing according to your expectations (we're also there to be looking for new opportunities for you when you're close to wrapping up)

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