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Summary
The Senior User Experience Researcher supports the global user research and testing activity of The First Church of Christ, Scientist [TFCCS] and of the Christian Science Publishing Society [CSPS].
This position is part of a collaborative user research and testing service within the Promotion & Design Services Group [P&DSG]. P&DSG is a service-based organization that shapes and guides, from a metaphysical foundation, the promotion and extension of products, services, and events that constitute the “healing and saving” resources of The Mother Church. The Group shapes, supports, and shepherds promotional activities, ensuring an inspired and healing voice and message for each product and need. The user research and testing service operates as a center of excellence [CoE] to maintain appropriate quality and consistency across the organization. P&DSG collaborates with client departments to develop and implement the overall user research and testing vision of the publications, products, communications, marketing and promotional materials of TFCCS and CSPS.
Under the direction of the User Experience Manager, the incumbent carries out all functions of this position in alignment with the organization’s vision and mission and the department’s principles.
This position represents the Senior User Experience Researcher who may participate in agile product development as a cross-functional team [CFT] member or subject matter expert [SME] as assigned. CFTs are structured and empowered to organize and manage their own work in such a way as to complete the priorities established by the Product Owner with quality ensured by the Design CoE. CFT work may include but is not limited to conducting user research, user testing, analysis of research and test results, and recommendations that drive development and improvement of customer/user experience for digital products, websites, print publications and materials, promotional materials, events, etc. There is also an opportunity to participate in developing user experience design solutions.
This position also implements user research and testing projects independently and in collaboration with P&DSG management, P&DSG staff, client department management, and client department staff.
Essential Duties And Responsibilities
For all client department work:
- Work collaboratively with client departments under the direction of the User Experience Manager to understand, coordinate, and support user research and testing needs
- Participate in a continuous agile product development framework
- Attend CFT events and client department meeting as needed
- Collaborate with other team members
- Self-organize and manage work
- Use independent judgment to make design and service decisions
- Develop user research and testing plans
- Participate in customer interviews and user tests
- Share progress with stakeholders on a regular basis
- Provide user experience design opportunities in response to research and testing findings such as developing user flows, information architecture, wire frames, and page layouts.
Planning, conducting, and analyzing and presenting user research and testing (50%):
- Under the direction of the User Experience Manager, act as a member or Subject Matter Expert for CFTs and for client departments
- Work with CFTs and client departments to design quantitative and qualitative research approaches and test plans
- Collaborate with team members involved in analytics, A/B testing, and other quantitative research.
- Determine the appropriate level, method, and timing of research and testing
- Participate in and conduct user testing for CFTs and client departments where needed
- Document findings from user research
- Provide analytical insight and support for user testing activity
- Translate research and test findings into actionable recommendations
- Assess the effectiveness of research and testing
- Strong comprehension of the strengths and limitations of the different research methods, inclusive of when and how to apply each
- Explain research and testing methodology, concepts, and findings to clients and to other collaborating personnel in a clear, simple, and relatable manner.
User research and testing operations (25%):
- Work with CFTs and client departments to identify and recruit the appropriate target audience for a study;
- Coordinate with CFTs and client departments when needed to schedule user research testing; act as a backup to user testing schedulers on CFTs and for client departments.
- Develop testing templates and guides for CFTs to utilize which includes maintaining documents within a library of resources.
- Develop framework for evaluating whether and what level of research and testing is necessary.
- Develop pool of testers for CFTs and for client departments.
- Mentor team members so they are able to contribute effectively on user research and testing.
- Suggest improvements to operations.
Advancing user research and testing practice and excellence under the direction of the User Experience Manager (25%):
- Evaluate and implement tools to optimize the user testing experience
- Coordinate with the CFTs, client departments, CCC, and PMO to ensure proper standards are adopted on an organization-wide level
- Develop and disseminate user testing best practices across the matrix of CFTs and client departments
- Collaborate with the User Experience Manager to develop and maintain the Center for User Research Excellence
- Suggest improvements to the Center for User Research Excellence.
STAFF MANAGEMENT AND JOB CONTACTS
Reporting Relationships
Supervision : Reports to User Experience Manager
Supervises: None
Regular Contacts
Senior Management, Managers, Employees, Vendors
Education/Experience
JOB REQUIREMENTS
Bachelor's degree in related field or equivalent experience. Supplemental learning via recognized UX programs and/or conferences. Minimum of 4 plus years experience. Familiarity with the principles of Agile product development is strongly preferred.
Knowledge/Skills
The incumbent must possess the fundamental concepts, practices, and procedures of user experience as related to user research and user testing. Proficiency in planning, conducting and analyzing user research and test results and knowledge of customer interview and testing techniques are required, such as:
- Strong knowledge of user research and testing methods such as listening sessions, usability testing, surveys, diary studies, card sorting, etc.
- Strong oral communication skills: interviewing, questioning, presenting.
- Strong written communication skills writing plans and testing results and trends
- Experience creating usability test plans and running large and small tests
- Accurate measurement and precise reporting of usability data
- Excellent collaboration skills, and experience teaming with designers to help prepare designs for testing
The incumbent must use independent judgment to make decisions both inside and outside normal work scope. The incumbent must have a demonstrated desire to work as a collaborative member of a team. The incumbent must be a “self-starter” with a demonstrated ability to manage multiple projects simultaneously while meeting deadlines. The ability to astutely implement client and manager direction in a humble manner is essential. Solid communication skills are essential.
Technology Skills
This position requires a working knowledge and proficiency with user research and testing tools and platforms such as Zoom, userinterviews.com, and usertesting.com. A working knowledge of Google Drive, Dropbox, Slack, and Trello are strongly preferred.
Client & Team Skills
Strong oral and written communication skills. Client and team interfacing ability with confidence. Strong interpersonal skills and effective relation building capacity with clients, team, and manager. Strong project management skills and organizational skills. Strong creative and innovative skills. Ability to use strong analytical and design skills to solve complex issues and support team success and continuous improvement. Must be detail oriented and well organized.
Work Environment
Preference for onsite work in Boston, but may possibly work remotely with periodic visits to the Boston office as needed.
Engagement with Christian Science
Membership in The Mother Church and Primary Class instruction preferred.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.