Associate Director, User Experience Design - UX Research Center of Excellence in Waltham, MA

$250K - $500K(Ladders Estimates)

Wolters Kluwer   •  

Waltham, MA 02454

Industry: Technical Services


11 - 15 years

Posted 52 days ago

This Associate Director and their team will employ proven quantitative and qualitative customer research techniques (e.g. contextual inquiry, etc.) to surface problems experienced in the markets we serve. Rest assured that with any technique, such as Contextual Inquiry, will be co-owned by the Business Unit client and the GPO CX UX team. In this role, the research lead is responsible for creating the COE research framework as well as hiring key research personnel who will form the core research team.

The UX research lead will deploy globally and partner with business unit senior executives and their product management teams on strategically important initiatives. This executive will broadly drive thought leadership and adoption of research practices across our company and will educate our business partners on the value and strategic importance of deeply understanding the problems our external customers have within the markets they serve.

This person ensures their team is highly engaged in UX research on behalf of and in collaboration and consultation with the Wolters Kluwer businesses units we serve. The research lead will build and lead this research team, creating a culture of cooperation within the larger GPO and across Wolters Kluwer communities.

Reporting to the VP of User Experience & Design in the GPO Product Solutions team, this person is responsible for the delegation of responsibilities to their team and the broader UX team for execution while maintaining the ultimate responsibility and accountability for the delivery of successful outcomes. In their leadership capacity, they will mentor, encourage, foster, and support intelligent innovation and risk taking to create improved customer interaction and experiences across Wolters Kluwer products.

Desired Experience

  • At least 10-15 years of industry experience conducting effective user research by applying a broad range of methodologies including in-person and remote usability testing, site visits, paper prototype testing, concept testing, survey design, diary studies, and contextual inquiries.
  • Experience hiring and managing other UX research professionals
  • Master's degree in one of these disciplines: Human-Centered Design, Human Factors, Cognitive Psychology, or similar. A PhD is considered a plus.
  • Exceptional behavioral data-collection and analysis skills, e.g., crafting, conducting, and analyzing all kinds of user data
  • A love for diving into complex user research problems
  • Extensive end-to-end experience with all aspects of usability research (study design, recruiting, moderation, analysis, reporting)
  • Extensive experience working closely with UX Design, Product, and Engineering teams on gathering and implementation of research recommendations
  • Experience with defining and reporting on product instrumentation or analytics data
  • Experience working in an Agile development environment
  • A portfolio that includes examples of leading strategic research with significant business outcomes

Points to cover:

  • Business Expertise
  • Functional Knowledge
  • Problem Solving
  • Impact
  • Leadership
  • Interpersonal Skills

Valid Through: 2019-10-21