CX Customer and User Research

Cisco   •  

San Jose, CA

Industry: Technology


8 - 10 years

Posted 34 days ago

Cisco is looking for a seasoned Customer and User Research expert who can help the business reimagine the customer experience across the entire lifecycle from sales, to support, to product and solutions, by employing highly effective methods to study and research our customers and partners needs and wants. In this position, The candidate is comfortable in a fast-paced, dynamic environment and is passionate about representing customers and telling stories about their experiences.

Obsessed with customers and partners, the candidate will use and recommend the right research techniques for the right situation and understand the difference between what people say and what people do in order to tell a full-bodied story about customer lives. They will use a combination of qualitative, quantitative and unstructured data to draw out the insights that tell customer stories. The candidate thrives not only on user research and uncovering insight but also on being able to think big.

You will also be responsible for planning and conducting User Research that will include involve usability studies, workshops, research surveys, and contextual interviews etc. This individual must understand the business requirements, research the needs of the user, analyze research data and translate these findings into meaningful recommendations and actionable items that drive tangible change that directly benefits Cisco’s customers and partners. This role works closely with product managers/owners, delivery and support managers, developers and experience designers, sales/marketing teams to define and improve the experience of Cisco products and services. Most importantly, you relish interacting with customers, testing design ideas and assumptions, and using customer feedback and insights to create the best experiences for them, while meeting product requirements and business needs.

A Strong Candidate Will

  • Demonstrate a higher than usual degree of user empathy and will be able to tell a compelling story about the motivations and intentions of our users, inspiring all stakeholders towards “Aha!” moments.

  • Be able to take sometimes, fuzzy-headed notions and craft those into solid, testable research hypotheses around which you will design and deliver the appropriate research.

  • Be able to speak both strategically and tactically about user research, and be able to work with Data Scientists and CX Practitioners to draw out insight and arm those responsible for experience design with all that is the art and science of user research.

  • Have excellent project management and organizational skills and be able to work collaboratively and productively with diverse teams and as well as independently.

  • Simply put, we are looking for someone with extensive research experience, a towering intellect, uncompromising talent, passion for customers and supreme organizational ability. And of course, you have to be fun to work with and get along well with mostly really cool people.

  • In a nutshell, we want to out-distance the competition through an obsession with our customers and partners.

Your Responsibilities

  • Develop research strategies and proposals and execute on time and on budget

· Plan, execute and facilitate onsite and remote research, user interviews and any other relevant user research methods such as field studies and ethnography.

· Create personas and user profiles based on research results

  • Incorporate all relevant customer/partner-related information in order to tell a holistic picture that incorporates perception, action and influencers

· Systematically help identify, collect, and report metrics from usability tests

· Present findings at all levels within the organization

· Facilitate project communication across a multi-disciplinary team throughout all phases of the project

  • Electrify project teams with concise reports and brilliantly prepared presentations under tight deadlines while juggling six balls and a chain saw with the other hand.

  • “Synergize” with our exceptional interaction and visual designers to further improve information architecture, site navigation, labels, and other design elements.

  • Perform other miracles and mythic feats as assigned, then figure out what else needs to be done.

Who You’ll Work With

You will be part of an innovative CX Experience Design team responsible for reimagining the way customers and partners interact with Cisco.

Key Qualifications

  • Extensive knowledge of user experience research tools and techniques (e.g. field research, heuristic reviews, usability testing, benchmarking, card sorts, lo-fidelity prototyping methods, etc.), and know the strengths and weaknesses of each.

  • Independently scope and plan a research program (can include multiple projects with multiple related studies), consulting with relevant stakeholders and team members.

  • Conduct competitive and comparative research and analysis to complement user research.

  • Leverage heuristics, VoC, statistical analyses, NPS and other insightful methods to triangulate user pain points.

  • Ability to connect research findings from multiple projects/sources and provide insights on a higher order.

  • Confidently apply a range of frameworks to synthesize and solve research problems.

  • Experience planning and facilitating workshops (hypothesis, concepting, design-thinking, insights) with stakeholders to facilitate the design process.

Who You Are

· BS/BA/Masters in Design, Human Computer Interaction or related degree in Computer Science with an HCI specialty, Human Factors, Psychology, related field or equivalent experience

· 7 to 10+ years of experience conducting research using different techniques at various stages of product development

· Demonstrated ability to understand technical concepts and structure research that simplify these concepts

· Must be experienced in conducting user experience research and using the right techniques as required throughout the product development process

· Experience with in-person and remote usability and UX research tools

· Provide teams with research context and perspective on what will make a product easy to use

· Understanding and experience with industry standard user-centered design process

· Ability to work independently as well as cross-functional groups

· Strong cross-cultural communication, collaboration, and organizational skills with an ability to thrive in a fast-paced environment

· Excellent time-management, multi-tasking ability, and the ability to prioritize

· Strong visual and verbal communication skills

· Skills in Interaction Design, Visual Design, and Prototyping are a plus!

Why Cisco

At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

· We connect everything – people, process, data and things – and we use those connections to change our world for the better.

· We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.

· We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

· Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! #WeAreCisco