Customer Experience Research Analyst P111303 - Full-time

Discover’s E-Business group is responsible for driving the digital experience for existing cardmembers via the web, our mobile app, and social media. E-Business team members lead and coordinate activities related to:
*Digital strategy
*Content development and optimization
*User experience and agile development
*Onsite and email marketing

Informed by analytics, voice of the customer, and primary and secondary market and consumer research, E-Business team members work closely with business partners to define online experiences that serve cardmembers and surpass business goals.

This role is responsible for coordinating and designing qualitative and quantitative, behavioral and consumer opinion research that supports E-Business activities.This role is critical to driving the best digital customer experience for our cardmembers. Plan, coordinate, and evaluate user research activities internally and in collaboration with external vendors. Additionally, leverage analytics, replay software, voice of the customer feedback, and competitive intelligence to help define user experience. Present and socialize user research findings to business partners.

Responsibilities include:
Work alongside customer experience team members to facilitate usability studies and other research methods.

Meet with internal business partners to identify usability opportunities, recommend and serve as an experienced customer advocate incorporating user research in the project life cycle including both pre and post development.

Leverage a wide range of user research methods including ethnographic studies, usability evaluation, card sorting, survey design, contextual inquiry, and remote research.

Ensure consistent, unified user experience across all platforms by basing decisions on industry standard methodologies and/or UX research findings.
Socialize and present UX research findings and respond to questions from peers, management or external customers.

Translate research results into design recommendations. Utilize web analytics, replay software, Voice of the Customer, and business knowledge to resolve customer struggle points and increase online usage.

Utilize statistical and financial data to present business cases for prioritization of recommendations.
Help further develop, evole and maintain UX standards and guidelines. Evaluate and recommend new tools and methods to support the work of the User Experience Team. Understand and stay current with trends and best practices in the user experience/usability domains.
Leverage tools such as Tealeaf and Site Catalyst in order to derive insights of customer behavior and formulate verifiable and quantitative reccommendations.These skills to be leveraged on pre and post online evaluation as well as defect investigation and resolution.

Qualifications

REQUIREMENTS:
We require a minimum of 5-7 years of user research experience along with 3-5 years of digital team work experience. This candidate must at a minimum have a Bachelors degree (Masters ideally). Preferred areas of study are: human computer interaction, user-experience/interaction design, anthropology or related discipline. This position requires a person with business savvy and professionial presentation skills. Candidate should thrive in a fast-paced, high pressure and growing ecommerce department. Must possess analysis skills, attention to detail, desire to drive results and ability to work with many areas within the company. Team members are required to be willing to roll up your sleeves and pitch in where needed. Financial Services knowledge is a plus but not required.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.