UX Research Manager

The UX Research Manager will influence and inspire all UX Researcher to ensure customer centricity while supporting digital experience design across the company. The UX Research Manager will direct Generative and Evaluative Researchers and Analysts covering eCommerce web, Mobile Apps and Kiosks delivering customer insights from in-store and out of-store digital experiences. This leader will also train the UX Research practice to ensure high quality research is conducted using modern, mixed-method, user research that identify patterns, themes and key customer insights.

Generative UX Research work will discover insights triangulating Qualitative and Quantitative research data to inform hypotheses driven strategic digital initiatives. The UX Research manager will plan & lead research through to reporting on various generative research methods such as moderated interviews and ethnographic studies. They will also lead evaluative research performing usability tests and user studies on concept design prototypes as well as live site experiences, capturing customer sentiment and expectations. The customer insights and UX recommendations created by the team will inform the next generation of digital products our customers will engage with.

What You’ll Do

• Deliver on customer centricty through coordination of user research into design processes to ensure teams are validating and iterating based on customer insights.
• Drive awareness and generate new work from partnering departments within the company support all Business unit working on Digital Experiences (customer and employee facing).
• Manage, coach and grow UX Researchers within the practice delivering best-in‑class Generative and Evaluative research
• Discover and implement new research methods as the Digital team matures.
• Utilize AI tools to optimize research processes
• Represent UX Research team, share weekly work updates, present key reports and manage vendor relationships
• Develop comprehensive research plans that align with business goals, detail best‑practice methods, timelines and deliverables to ensure actionable results.
• Report and present customer insights and recommendations to leadership, stakeholders, and digital product teams. Build consensus on next steps forward considering research outcomes.
• Work with Product Managers to inform product planning leveraging qualitative and quantitative data to help drive customer centric decision‑making.

What You Bring

• A minimum of 10+ years of research experience supporting digital experience design at either a digital agency, eCommerce or Banking company.
• 2+ years experience in Generative research.
• 3+ years experience managing UX Research teams including, generative and evaluative mix‑method UX Research experience for both web and apps
• Expertise in both qualitative and quantitative research methods and techniques, with hands‑on experience in surveys, interviews, field studies, analytics, etc.,
• Proficiency with UX research tools such as UserTesting.com, Medallia, Baymard and similar platforms for user testing and behavioral analysis.
• Lead and execute mix‑method research initiatives.
• Lead data harvest and triangulation of multiple inputs to provide deep customer insights and tactile recommendations that guide the UX experience of our digital products.
• Expertise in research practices - applying the best methods to match the need
• Strong presentation skills to best share research findings to non‑technical stakeholders, translating insights into clear, actionable recommendations through compelling data story telling.
• Ability to work within a fast‑paced environment, balancing multiple researchers and prioritizing efforts based on business needs.
• Confidence to test, learn and fail‑fast in a dynamic, results‑orientated environment.
• Plan and report metrics capturing results of our digital products.
• Experience working in agile environments and collaborating with cross‑functional teams (including Digital Merchandise, Product Management, Design, and Development).

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