This job has expired, please see additional jobs below
Director, Customer Experience Research / User Testing
Prudential Securities
Newark, NJ, United States
Job Details - this job has expired, please see similar jobs below
Description
We’re looking for a new consumer testing engineer. This individual will work in a fast paced, dynamic environment partnering with our Innovation and Voice of Customer teams to develop research tests that gain insight into consumers’ needs and preferences as well as our current customers’ views.
You should possess the ability to research, understand and empathize with the target consumer to explore trends and behaviors, and generate tests that offer meaningful insights to inform innovation efforts. You should also be familiar with existing and emerging digital testing platforms and be comfortable with designing tests based on specific platform capabilities. You will be relied upon to consult on and craft the right approach, design, structure and questions to meet either Innovation or Voice of Customer related research objectives. Utilizing your expertise, you will not only design research initiatives and/or tests, but also carry those strategic plans through to execution and analysis to deliver insights back to the team.
This job will require an emphasis on innovative and creative thinking and the ability to react quickly to analysis by following an iterative test & learn approach. You will be uniquely positioned to be on the forefront of implementing emerging consumer products and web/mobile designs within the organization. This role will be integrally involved in helping shape the future experience and transform the existing customer experience by tracking customer perceptions, KPIs, key drivers and identifying pain points that may exist today.
Responsibilities include
• Design + Manage Tests
◦ Design digital and research test plans to test new consumer value propositions
◦ Execute digital test plans and prototypes on multiple digital test platforms
◦ Actively manage, prioritize, run and analyze rapid testing with testing platforms (AlphaUX, UX360, etc.) for early consumer feedback
◦ Prepare research study progress reports and findings reports
• Analysis + Storytelling
◦ Analyze and synthesize data to illuminate key findings and areas of opportunity
◦ Communicate and summarize findings that educate key stakeholders in a way that is meaningful and compelling.
◦ Uncover unexpected insights that drive new
• Research + Explore
◦ Actively monitor emerging trends within both quantitative and qualitative data sets and design new research methodologies and reports that inform recommendations to transform the CX
◦ Uncover consumer experience insights through a multitude of research methods (digital testing platforms, consumer panels/focus groups, surveys, journey mapping, etc).
◦ Proactively research and communicate trends and anomalies
• Test Platform Management
◦ Build out our data and technical environment with innovative technology
◦ Help manage the digital consumer research and testing with external innovation vendors when necessary
◦ Manage testing platforms and tools, keeping capabilities and knowledge current
Qualifications
• Bachelor’s degree or foreign equivalent in Engineering (any), Computer Science, MIS, or related discipline
• Superior communication and persuasion skills; talent for storytelling, visualization and creating insights from data to deliver practical recommendations for business action
• Ability to empathize with test subjects to determine consumer interest and intent and translate them into insights
• Knowledge of emerging and digital testing platforms a plus
• Experience creating user personas and journeys a plus
• Conceptualizing abstract ideas and concepts
• Demonstrates organizational awareness and the ability to navigate and influence across an organization
• High energy with a strong passion for the customer experience
• Team player with experience collaborating cross-functionally and with all levels of the organization
• Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities
• Familiarity with Agile principles preferred, but not required
• Travel required (approx. 20%)