CX Researcher

Kohl's
Menomonee Falls, WI

POSITION OBJECTIVE

The Customer Experience Researcher is responsible for conducting research that helps to drive customer-centric design throughout the product development lifecycle for web, mobile and cross-channel digital experiences. This role is focused on conducting research independently using various methodologies such as: surveys, remote studies, information architecture studies, task analysis, heuristic evaluations. The work will include partnering on most projects with other members of the larger CX team, and acting as the voice of the customer during design reviews.

PRIMARY RESPONSIBILITIES

CX research:

  • Execute CX/UX research activities both onsite and in the field that support the CX team throughout the product development lifecycle for web, mobile, social, and in-store experiences
  • Execute all phases of usability testing, including development of participant screeners, consent forms, test plans, moderating lab sessions, and managing
  • Manage test recruiting, partnering with vendors to recruit external test candidates and navigating the business to recruit internal users when necessary
  • Collaborate with Kohl's CX Designers and Innovation Technologists to position new and emerging technologies for evaluation and benchmarking
  • Execute external usability tests with vendors as needed
  • Manage Kohl's internal usability lab, including hardware and software assets used for testing

CX analysis and reporting:

  • Develop post-testing analysis and top-line reports; make recommendations to project teams based on findings
  • Mine analytics and click-stream data for usage patterns and CX/UX issues
  • Serve as subject matter expert on the user experience, usability best practices, user-centered design, and our customers
  • Determine the appropriate methodologies while balancing project constraints timelines

CX process and methodologies:

  • Inform Kohl's user experience DNA to ensure consistency and consumer familiarity throughout the Kohl’s retail ecosystem
  • Assist in creation, governance, and maintenance of interaction, usability, and accessibility standards
  • Contribute to Kohl's overall cx maturity. This includes creating and refining processes and developing tools and templates that can be applied company-wide
Qualifications: 

Required:

  • 5+ years experience applying CX/UX methods and techniques to customer experience and service design initiatives
  • Bachelor's degree in Human Factors, Cognitive or Experimental Psychology, Cognitive Science, Anthropology, Information design or related field (or equivalent professional experience)
  • Experience using both qualitative and quantitative data analysis, and knowledge of data triangulation via site Analytics and CX data types (e.g., Usability & eye-tracking evaluations, Accessibility compliance, Heuristic evaluations, Contextual inquiries, Participatory design techniques, etc.)
  • In-depth understanding of user-centered design principles and tools
  • Experience presenting findings and recommendations to all levels of stakeholders, including executive management
  • Patience during long-term initiatives but the flexibility to do just-in-time testing as well

Preferred:

  • Master's degree preferred
  • Experience applying CX/UX methods and techniques to customer experience and service design initiatives for high-volume B2C or CPG corporate environments