LEAD CX USER RESEARCHER - Full-time / Part-time

Position Purpose: 
The Home Services Customer Experience Researcher will be part of a cross functional team charged with the design and measurement of  the customer installation experience that will be translated to Home Depot associates.  This associate will analyze how Home Depot associates perform their daily work duties, in order to enhance and improve usability, create workflow efficiencies, and delight our users by creating solutions that work across multiple channels within the Home Services enterprise.  The Home Services Customer Experience  Researcher must be a self starter, a problem solver and enjoy a challenge..


Major Tasks, Responsibilities & Key Accountabilities: 

• 60%-Creates research and usability strategy deliverables, including discovery findings, user journey maps, personas, and mind maps 
• 20%-Participates in Agile UX activities such as user story development 
• 10%-Communicates status of development design to supervisors and end users. 
• 10%-Provides expertise on UX design development to meet user needs in a timely and cost effective manner while ensuring the right things get done as per the governance process. 

Nature and Scope: 

• This position typically reports to Manager, Informations Technology 
• This position has no direct reports 

Environmental Job Requirements:

• Located in a comfortable indoor area. 
• Any unpleasant conditions would be infrequent and not objectionable. 

Travel:
Typically requires overnight travel 5% to 20% of the timeStandard Minimum Qualifications: 
Must be eighteen years of age or older. 
Must pass the Drug Test.  
Must pass pre-employment test if applicable. 

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job. 

Work Experience Required: 5 

Physical Requirements: 
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. 

Preferred Qualifications:

• 5+ years of demonstrable experience as a User Researcher, UX Researcher, Usability Analyst, or similar role, with examples of research initiatives 
• 2+ years leading a team of UX and/or User Research practitioners. 
• Creates research and usability strategy deliverables, including: discovery findings, user journey maps, personas, debrief documentation, screeners, testing plan, task lists and mind maps. 
• Facilitate and participate in Agile UX activities such as user story maps, personas, design studios, etc. with the result to illicit ideas, assist team members with gaining shared understanding, and to align the product team and stakeholders. 
• Must be able to manage his/her time effectively by quickly prioritizing projects and by delegating to user experience resources. 
• Oversee and participate in all UX deliverables including but not limited to: mental models, user journeys, personas, scenarios, low & high fidelity prototypes, wireframes. 
• Participates in UX team project deliverables to communicate the UX strategy and rationale such as project plans, research, personas, concept documents, task lists, workflows, information architecture, wireframes, page maps, interaction and behavior specifications, visual design and content strategy. 
• Experience working in a collaborative, cross-functional team; consistently demonstrating effective management of shifting priorities, delivering thorough work products, and meeting project deadlines 
• Experience participating and facilitating user research and usability. 
• Degree in Marketing, Psychology, and Interaction Design, HCI preferred or other related degree or equivalent work experience. 

Knowledge, Skills, Abilities and Competencies: 

• Ability to succinctly identify and document business requirements. 
• Expert analytical and problem solving skills along with strong verbal, written and presentation skills. 
• Strong ability to influence business owners and senior management. 
• Ability to communicate to a wide variety of audiences, both business and technical, while working independently with minimal direction. 
• Ability to understand existing business processes and lead efforts to re-engineer processes. 
• Strong knowledge of project management methodologies and practices.