Director, User Experience Research

eBay   •  

San Jose, CA

Industry: Technology


Not Specified years

Posted 32 days ago

Requisition Number R0030929

eBay is one of the world’s largest online marketplaces, connecting people with the things they need and love virtually anytime, anywhere. eBay has 170+ million active users globally and more than 1 billion live individual and merchant listings at any given time. With mobile apps available in 190 countries, eBay delivers a personalized shopping experience and seamless access to inventory from down the street and around the world.

A key component of the eBay Marketplaces Product organization is the commitment to user-centered design and customer-centric alignment and decision-making. As a result, all product development must be led through the lens of what impacts the end-to-end customer experience. As Director of User Experience Research (UER) you will lead the charge of informing product and design decisions with insights into our customers’ needs, behaviors and pain points. You will work collaboratively with Designers, Engineers and Strategists as a cohesive Design team dedicated to crafting an exceptional end user experience.

This is a strategic role with the opportunity to partner with executives to identify research needs and influence product and design decisions. This role reports to the Vice President of Design.

  • Lead a team of qualitative and quantitative research professionals in crafting and executing research to drive impact on the business the end-to-end customer experience

  • Drive collaboration across PM, Design, and Analytics to triangulate data from various sources

  • Develop effective research processes and operating procedures that adapt to operating rhythms of different teams

  • Guide research throughout the product life-cycle from early stage generative research, through iterative UI testing and post-launch measurement

  • Deliver actionable and relevant insights aligned to both strategic and tactical product and designs decisions

  • Advance collaboration with Design and Product through participatory research approaches and workshops to activate design thinking

  • Advocate passionately for the customer, ensuring that product experience is aligned to user needs and expectations

  • Demonstrate how UER data can complement A/B testing data to make the most informed product and design decisions

  • Evangelize the UER team and help the team navigate the organization to derive the greatest impact possible from their research insights

Job Requirements

  • Hands-on experience conducting user experience research for web and mobile products - with an excellent command of both qualitative and quantitative methods

  • Significant experience leading, growing and cultivating a cohesive team culture

  • Demonstrated success in translating research results into actionable insights

  • recommendations and track record of significant impact on the customer experience

  • Comfortable interacting with executives both through formal presentations and in ad-hoc discussions as you champion the UER team and act as a customer advocate

  • Expertise in a variety of quantitative and qualitative research methods, Design Thinking, Design and Product lifecycles

  • Must be able to lead multiple projects simultaneously and under time constraints

  • The ability to quickly build rapport and establish credibility with cross-functional partners at any level

  • Experience both in-house and in-agency is a plus for well-rounded applications of user research


Advanced Diploma or Equivalent