Spearhead a team of 3 to deliver an engaging and friction-less customer experience across 6 company websites, customer service portal and various touchpoints.

Build and establish the best UX research methodologies for the function to drive product innovations that enhance user experience on the website

Independently lead and conduct UX research projects across products to generate actionable insights using a variety of methods (e.g., product analytics, web analytics, surveys, contextual interviews, moderated/unmoderated usability testing, card sort, etc.)
Conduct exploratory research to identify unknown gaps and opportunities using existing data (product analytics, web analytics and customer behaviour) and new data from initiated studies.

Lead critical research efforts and conduct complex multi-phase, mixed-method studies that deepen our understanding of the user experience and drive the customer experience strategy

Establish the best quantitative or qualitative research methodologies for the function.
Analyze and synthesize findings to define user personas, user flows, user journeys, experience maps, storyboards as well as task flows; develop strategies and ideas for incorporating into product designs, and work with the team to share research and translate findings into actionables

Work with UX designers, data analytics team, product and business managers to understand information needs/gaps

Efficiently translate complex research data into meaningful and consumable insights and assist UX designers in concepts and designs

Follow established human-computer interface (HCI) design principles and best-practices

Create and manage a customer experience metrics to regularly monitor the Digital Experience Score (DXS) encompassing all experience, efficiency and hygiene related metrics.

PARTNER MANAGEMENT

Build a partner ecosystem for UX research, journey creation, usability testing and CUG
Evaluate vendor capabilities, negotiate terms and review their performance/deliverables
Participate and own the onboarding of all new partners in the ecosystem
Create a partner engagement framework and drive the same consistently to build stronger relationships

TEAM DEVELOPMENT

Lead, inspire and groom team members to professional heights, playing a key role in their career development.
Engage the team to practice an analytical, hypothesis-driven approach to improve their performance and become a well-rounded professional.
Create opportunities for them to push above their weight.
Clearly establish individual performance expectations and evaluation metrics, and regularly review individual performances.
Guide and align them to the company’s culture and develop their inter-personal and stakeholder management skills.

For

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