Director of UX Research
Job DescriptionJOB SUMMARYDir Customer Experience Research is responsible for planning, developing, and implementing consumer research and testing for Baylor Scott and White Health (BSWH), which may include market research, customer testing, customer personas, and other customer experience capabilities.
Champions consumer research and insights to set and prioritize the customer strategy for the organization.
Translates qualitative and quantitative data from a variety of sources into actionable recommendations that will enhance the customer experience and drive growth for BSWH.
Leads research and testing teams to collect, study, and utilize data reflecting customer behaviors, sentiments, trends, and preferences to support solution design, development, and scale decisions.
Designs and implements qualitative and quantitative research strategies and methodologies which may include focus groups, interviews, and surveys that yield data required for developing insights to measure customer perceptions and satisfaction.
A system Director translates and implements strategic plans and objectives for area of responsibility.
Makes final decisions on operational matters and ensures achievement of objectives.
Recommends policies and organizational changes for area.
Plans and executes projects and initiatives that meet annual objectives.
Erroneous decisions at this level tend to have negative impact on the success of the area, business unit, and possibly the overall organization's operations.
Plans and directs the operations of a department or area, with responsibility for staffing, processes, budgets, and costs of the unit.
Leads and advises subordinate(s) to meet schedules, resolve technical problems, and monitor performance.
Has a larger, more complex organization or functional area than a manager.
Often has one or more managers or supervisors reporting to the role.
ESSENTIAL FUNCTIONS OF THE ROLE1.
tDirects system-wide customer experience research for BSWH.
2.
tIdentifies research areas of focus and leads customer research and analysis by mapping customer behaviors, experiences, and needs.
3.
tDirects customer experience research activities that identify key insights that define customer problem statements and lead to breakthrough customer experience design solutions.
4.
tDrives the analysis and synthesize of data from a variety of sources to quickly identify user insights that guide BSWH strategy and solution definition.
5.
tLeads research project scoping and planning to execute discovery and evaluative design research and translate research into strategic insights.
6.
tFacilitates research and design sessions to identify opportunities to create new value for customers and gain alignment on BSWH overall business objectives.
7.
tDevelops compelling value propositions, key user scenarios, and frameworks to communicate strategic direction.
8.
tLeverages market, external, and industry insights to identify opportunities, make strategic recommendations, and inform strategy development.
9.
tCollaborates with research and design leadership to identify new tools and process improvements that drive better alignment and compliance with customer design systems.
10.
tLeads cross-functional teams and stakeholders in connecting research, customer insights, and customer design solutions from ideation to execution.
KEY SUCCESS FACTORS1.
tBachelor's degree in marketing, business, or related field preferred.
Master's degree preferred.
2.
t5
years of experience in consumer research, analytics, product design, or related area.
3.
t1
years of experience in a leadership role.
4.
tExperience leading large, multi-disciplinary consumer insight research projects.
5.
tKnowledge of quantitative and qualitative market research and data collection methods.
6.
tExcellent analytical and problem-solving skills.
7.
tKnowledge of research tools and methodologies8.
tExcellent verbal, written, and presentation skills.
BENEFITSOur competitive benefits package includes the following- Immediate eligibility for health and welfare benefits- 401(k) savings plan with dollar-for-dollar match up to 5%- Tuition Reimbursement- PTO accrual beginning Day 1 Note:
Benefits may vary based upon position type and/or levelQUALIFICATIONS- EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification- EXPERIENCE - 5 Years of Experience Recommended Skills Business Planning Business Process Improvement Customer Data Management Customer Experience Customer Value Proposition Data Analysis Estimated Salary: $20 to $28 per hour based on qualifications.
Champions consumer research and insights to set and prioritize the customer strategy for the organization.
Translates qualitative and quantitative data from a variety of sources into actionable recommendations that will enhance the customer experience and drive growth for BSWH.
Leads research and testing teams to collect, study, and utilize data reflecting customer behaviors, sentiments, trends, and preferences to support solution design, development, and scale decisions.
Designs and implements qualitative and quantitative research strategies and methodologies which may include focus groups, interviews, and surveys that yield data required for developing insights to measure customer perceptions and satisfaction.
A system Director translates and implements strategic plans and objectives for area of responsibility.
Makes final decisions on operational matters and ensures achievement of objectives.
Recommends policies and organizational changes for area.
Plans and executes projects and initiatives that meet annual objectives.
Erroneous decisions at this level tend to have negative impact on the success of the area, business unit, and possibly the overall organization's operations.
Plans and directs the operations of a department or area, with responsibility for staffing, processes, budgets, and costs of the unit.
Leads and advises subordinate(s) to meet schedules, resolve technical problems, and monitor performance.
Has a larger, more complex organization or functional area than a manager.
Often has one or more managers or supervisors reporting to the role.
ESSENTIAL FUNCTIONS OF THE ROLE1.
tDirects system-wide customer experience research for BSWH.
2.
tIdentifies research areas of focus and leads customer research and analysis by mapping customer behaviors, experiences, and needs.
3.
tDirects customer experience research activities that identify key insights that define customer problem statements and lead to breakthrough customer experience design solutions.
4.
tDrives the analysis and synthesize of data from a variety of sources to quickly identify user insights that guide BSWH strategy and solution definition.
5.
tLeads research project scoping and planning to execute discovery and evaluative design research and translate research into strategic insights.
6.
tFacilitates research and design sessions to identify opportunities to create new value for customers and gain alignment on BSWH overall business objectives.
7.
tDevelops compelling value propositions, key user scenarios, and frameworks to communicate strategic direction.
8.
tLeverages market, external, and industry insights to identify opportunities, make strategic recommendations, and inform strategy development.
9.
tCollaborates with research and design leadership to identify new tools and process improvements that drive better alignment and compliance with customer design systems.
10.
tLeads cross-functional teams and stakeholders in connecting research, customer insights, and customer design solutions from ideation to execution.
KEY SUCCESS FACTORS1.
tBachelor's degree in marketing, business, or related field preferred.
Master's degree preferred.
2.
t5
years of experience in consumer research, analytics, product design, or related area.
3.
t1
years of experience in a leadership role.
4.
tExperience leading large, multi-disciplinary consumer insight research projects.
5.
tKnowledge of quantitative and qualitative market research and data collection methods.
6.
tExcellent analytical and problem-solving skills.
7.
tKnowledge of research tools and methodologies8.
tExcellent verbal, written, and presentation skills.
BENEFITSOur competitive benefits package includes the following- Immediate eligibility for health and welfare benefits- 401(k) savings plan with dollar-for-dollar match up to 5%- Tuition Reimbursement- PTO accrual beginning Day 1 Note:
Benefits may vary based upon position type and/or levelQUALIFICATIONS- EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification- EXPERIENCE - 5 Years of Experience Recommended Skills Business Planning Business Process Improvement Customer Data Management Customer Experience Customer Value Proposition Data Analysis Estimated Salary: $20 to $28 per hour based on qualifications.
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