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Usability Researcher (UX)

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*This is a 3-month contract (plus possible extension) role, on-site in Charlotte, NC.*

A highly creative and collaborative UX team seeks a Usability Researcher to join the team! You will work with information/interaction designers, visual designers, user researchers, content strategists and web developers who collaborate closely with each other and with business stakeholders, information technology and product management teams to create innovative, usable, elegant products that our customers love to use.

We are looking for a Usability Researcher/Engineer who will act as a User Experience testing and research lead for projects across [Bank and Auto/Dealer Financial Services]. In this role, you’ll consult on and perform custom research including usability testing, user interviews, persona development, focus groups, field studies, user data analysis, competitive reviews and other related research. This role will ensure the innovation, quality and usability of UX Design as it relates to touch devices, websites, user interfaces, applications and digital marketing.


• Execute user research strategy, from planning, recruiting, design, conducting the research, analysis and reporting

• Consult with product manager/business partners and UX team members to develop a Discovery research plan for each project. Carry out and report on baseline testing, stakeholder/user interviews, competitive analyses, site data analysis, research reviews, focus groups and other research as needed.

• Consult with teams to determine the correct mix of Usability research and methodology, and work collaboratively with UX to provide insight toward a design for testing

• Create usability test plans to deliver a best-in-class digital customer experience and present to leadership.

• Develop screeners and work with recruiting agency to recruit suitable participants

• Facilitate usability testing, focus groups, field research, interviews, etc.

• Analyze results and report out to teams/stakeholders

• Provide directional oversight of usability programs/research to ensure alignment to business objectives and act as subject matter expert for line of business

• Manage multiple line of business projects and competing priorities

• Develop scalable research and testing strategies for devices, sites, and interfaces

• Foster an innovative usability practice built upon trust, respect and collaboration

• Contribute to building an internal user research consulting practices that delivers insights of high relevancy that drives tangible business outcomes

• Work with other team members to manage the lab equipment, computers, devices and software, ensuring all are up to date and functional for testing

• Bachelors in Communications, Human Factors Engineering, Usability/Research, or Business Psychology, Cognitive Science, Human Computer Science, Professional Writing or other related discipline, Masters preferred.
• Previous work experience in qualitative research experience spanning usability/lab testing, focus groups, ethnography, field studies, user recruitment, cognitive reviews, heuristic evaluations, persona development, diary studies, online surveys/testing
• Experience researching and building products and features for mobile or desktop, native or web
• Excellent observational and analytical skills and the ability to visualize information effectively and tailor presentations to the audience.
• Ability to objectively present research results with a clear goal for making the user experience better
• Experience and passion for emerging technology with a high degree of technical aptitude and competency. Experience usability testing with touch devices is a plus
• Experience managing client relationships and complex deliverables.
• Proven ability to create processes that ensure quality and measurable results
• Must be articulate and inspire commitment to a higher standard
• Proven ability to balance business needs with customer experience
• A passion for user-centered design

DESIRED, but not required:
• Innovation/ideation/product development/product design experience
• Experience designing and recommending user-oriented solutions with growth opportunity.
• Visual or interaction design skills, especially with an eye for system-level details
• HTML and CSS knowledge, current on latest responsive design techniques
• Experience in survey design or quantitative analysis
• Financial Services or Automotive Industry experience

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