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Full-time Senior UX Qualitative User Researcher

at Ally in Charlotte, NC

Urgent need for full-time qualitative usability and marketing researcher in Charlotte, NC!

About Us
Our CX usability and ideation team is a small but highly productive team of skilled qualitative user experience researchers and usability testers. As part of the customer experience group, we not only focus on digital user experiences but broader initiatives throughout the enterprise. We empathize with and advocate for the customer while developing trusted advisor relationships with our business partners. We’re looking for someone who is an enthusiastic supporter of user-centric design, a tireless marketing researcher always in search of the next eureka insight, and a well-informed advocate of good user experience who keeps up with the latest innovations.

Our researchers answer questions like:
• How can we help customers find the right channel (phone, chat, online experience) to help them solve issues with their accounts?
• How can we help financially inexperienced customers connect with our financial literacy educational resources?
• How do personas and customer journeys vary across all of our product offerings (banking, investing, auto financing, etc.)?
• How is our vehicle service contract offering perceived and how can we establish trust with prospective customers both online and offline?
• How can we improve onboarding flows for new mobile banking app customers?
• How can we simplify the IRA rollover process — both the online and offline experience?
• How can we change dealer users’ behavior and encourage them to post highly accurate listings for other auto dealers on our online auto auction platform?
• How can we improve the discovery process to help users find the best financial product for them?

Job Description
In this position, you will frequently:
• Solicit business for our team from various groups in the organization
• Conduct stakeholder interviews
• Develop personas and bring them into every UX conversation
• Develop test screeners
• Oversee the participant recruiting process with outside vendors
• Write test plans and discussion guides
• Develop user task flows for testing with the help of information architects, UX designers, and content strategists
• Navigate team dynamics with IAs, visual designers, content strategists, delivery managers, product managers, discipline leads and others
• Recommend appropriate qualitative or quantitative approach or tool to gather necessary insights from customers and non-customers
• Employ diverse usability methods such as focus groups, remote and in-person user interviews, formal and informal usability testing, moderated and unmoderated usability testing, competitive analysis and testing, user needs assessments, cognitive walkthroughs/inspections, journey mapping, ethnography/field studies, card sorting, contextual task analysis, surveys, etc.
• Represent the company when you work with vendors, business partners, auto dealers, and field agents and when you conduct user interviews and customer research
• Analyze research findings and qualitative data and reach solid conclusions that UX team members can act on
• Present test results and pitch new ideas
• Review UX designs and UI for usability standards
• Employ strong organizational skills, time management abilities, prioritization and project management techniques

Job Requirements
We understand that outstanding candidates can come from various fields with a diverse set of skills. We would like to consider any candidate with the personal characteristics to succeed in this challenging role, but we are in urgent need of very experienced candidates who can hit the ground running. As such, you will need:

• Undergrad and advanced degree in HCI, human factors, cognitive psychology, experimental psychology, sociology, information science or related field
• 4+ years’ experience with hands-on qualitative research, marketing research, and/or business analytics
• 4+ years developing personas, evangelizing their use, and deepening and refining their stories
• 4+ years’ experience with usability testing: developing screeners; overseeing the participant recruiting process; writing and developing test plans, discussion guides, and user task flows; using diverse methodologies such as focus groups, remote and in-person user interviews, formal and informal usability testing, moderated and unmoderated usability testing, heuristic evaluations, user needs assessments, cognitive walkthroughs/inspections, ethnography, etc.; analyzing research findings; presenting test results and pitching new ideas
• Experience with web and mobile app interface design, responsive design, iOS, Android, PC, Mac
• Familiarity with Morae, WebEx, Microsoft Office Suite

Additional Comments
Our Ideal Candidate
We provide a fulfilling, challenging work environment for high performers and self-motivated individuals who will:
• Enjoy the full spectrum from alone time during deep research and discovery to close, ongoing collaboration with business and UX partners
• Require almost no supervision in finding new work, prioritizing projects, choosing usability methodology, preparing test plans, executing usability testing, and analyzing results
• Use downtime to analyze previous research findings and test results for larger patterns to impart overarching UX best practices
• Constantly seek out new knowledge and maintain outside awareness of usability processes, methodology, and tools so as to apply them internally to help us evolve
• Live and breathe digital UX while recognizing that customers live outside the web, use a variety of devices, and don’t always do what we expect

You recognize your individual contributions impact the organization at large, and you will:
• Facilitate creative ideation and mind-opening exercises to open the flow of communication between diverse areas of the enterprise organization
• Build strong, lasting relationships and become a trusted advisor to coworkers with diverse backgrounds and skill sets by putting yourself in their shoes
• Recognize that though we always want to deliver the highest quality experience we can, sometimes that requires long-term planning and phased releases due to competing business objectives, development timelines, and other company resource allocation considerations
• Be ready to lead and take charge when the situation demands it while being a tactful team player
• Possess the confidence to present to high-level executives and respect their time and lack of familiarity with the details of a particular project
• Collaborate closely with UX designers, IAs, and content strategy experts to arrive at group recommendation after you finish usability testing analysis
• Create a training curriculum and tactics to evangelize to coworkers in the use of usability techniques, processes, and methods and how we can help their group

As part of the usability team, you must:
• Enjoy working on a large variety of projects across all lines of business and maintain a shifting list of priorities
• Seek out new usability and ideation opportunities across the organization to assist with new initiatives and enhancements to existing experiences
• Creatively solve problems by ideating, thinking big picture, and analyzing minute details
• Think globally, be diversity-conscious, and embrace accessible design philosophies – and coach others to do the same
• Possess the technical capacity to learn the ins and outs of our usability lab, including technical equipment and troubleshooting
• Enjoy mentoring less experienced usability testers and qualitative researchers
• Employ storytelling and persuasive techniques to impart research findings to diverse groups of UX team members, stakeholders, and other business partners

Hiring Process
This full-time position is located in Charlotte, NC (this is not a work-from-home opportunity). After hours are often required for same-day usability testing analysis or research sessions. Occasional travel to user locations and other business locations may be required. The company conducts extensive background checks as part of the hiring process.

Be ready to provide professional references, show professional affiliations, discuss past experience and research/testing methods, and show articles or presentations you’ve written/given on the topic of usability. Be prepared to do research or a mock usability testing exercise during the interview process (we will give preparation time).

This is a full-time position with a very competitive benefit package that you can find out more about at

Apply by emailing me your cover letter and resume to

No staffing/recruiting agencies please!

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Published on 20-01-2017