2 days old

Lead User Experience Researcher (131590)

Home Depot, Inc.
San Mateo, CA
  • Job Code
    336811
Lead User Experience Researcher - San Mateo CA 94404 Skip Navigation
Job Details

Lead User Experience Researcher (131590)

CA - San Mateo

  • Date Posted: Jul 17, 2019
  • Company: The Home Depot
  • Travel: None
  • Functional Area: Services
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE
The Home Services Customer Experience Researcher will be part of a cross functional team focused on the do-it-for-me customer, with specific responsibility including research ownership over digital tools: HomeDepot.com/Services, Pro Referral and Service Connect. This role will collaborate with multiple stakeholders to plan and conduct research that helps inform the service design strategy to drive change and improve the Home Services’ customer experience. The researcher will own their projects from conception and execution to analysis and presentation. To be successful in this role, the researcher will need the ability to engage with customers, to moderate studies neutrally, and to communicate clear and actionable research findings. The researcher will need to effectively manage ambiguity, leading large groups of partners such as designers, product managers and business owners toward a common goal. The Home Services Customer Experience Researcher must be a self-starter, a problem solver and enjoy a challenge.


Ideal candidates are storytellers, have the ability to give life to customer data with the required training and experience and have the ability to conduct rigorous research across retail channels. This candidate will need to be adept at field- and lab-based human studies and have worked in a research field with examples of projects that have benefited from their research. They are driven by innovation and championing actionable user insights.


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, Information 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 time


ESSENTIAL SKILLS:
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.
  • Experience in creating 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.
  • Oversee and participate in all UX deliverables including but not limited to: mental models, user journeys, personas, scenarios, low & high fidelity prototypes, wireframes.
  • Must be able to drive 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 in 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.


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.

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Posted: 2019-08-22 Expires: 2019-09-21

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Lead User Experience Researcher (131590)

Home Depot, Inc.
San Mateo, CA

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