Consumer Experience Researcher (Digital)

Job Title

Consumer Experience Researcher (Digital)

Job Description

Job Title: Consumer Experience Researcher

Your Role:

• Defines consumer-focused project requirements, including milestones, deliverables, and input for decisions, and helps in project decision-making through the application of clear and agreed targets and action standards.
• Provides strategic guidance on user research methodologies and deployment strategies to ensure alignment with project objectives and overall business goals, prioritizes studies for project benefits, performs user insight extraction, and contributes to claim definition and substantiation processes.
• Devises comprehensive action plans, collaborates with relevant teams to improve product or service offerings, and ensures that the organization learns from past projects to continuously enhance customer satisfaction and business performance.
• Performs comprehensive root cause analysis of routine customer complaints, identifies systemic issues, and subsequently devise and enact sustainable solutions or process enhancements aimed at preempting recurrence of similar complaints in the future.
• Implements basic content strategies to enhance user engagement, tailors content for specific audiences and channels using insights from user interactions and conducts routine A/B tests to assess various content variations and optimize user response and engagement effectively.
• Ensures accurate and precise conversion of abstract high-level value propositions into concrete and actionable requirements, ensuring alignment between strategic goals and tangible outcomes.
• Conducts basic thorough risk analysis to identify potential user risks, adeptly balances tradeoffs to optimize the consumer experience, and demonstrates a deep understanding of user context and usage patterns to inform requirement definition effectively.
• Reviews the effectiveness of Frequently Asked Questions (FAQ) and business feedback, utilizes metrics like success rates and insights gathered from the call center, implements improvements based on this analysis to enhance user experience and address any recurring issues.
• Assists in developing standardized logical approaches to user research challenges, facilitates verification and validation of consumer insights, ensuring a methodical approach to understanding user needs and preferences.

You're the right fit if: