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Job Details

Lead User Researcher

San Francisco, CA

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Global problems. Global impact.
Flexport’s Design team is looking for our very first User Experience Researcher. UX Researchers will create understanding and empathy for our customers’ needs and behaviors among our product team and the broader organization. Understanding and empathizing with people - through conversations, connections, and diverse contexts - is central to Flexports mission to fix the user experience of global trade.
About Our Team
Were a supportive, down-to-earth team of storytellers, designers, branders and communicators who work closely with engineers and product to discover, design, and validate well-crafted user experiences. We get the power of research and know that research insights fuel extraordinary experiences.
Your Role And Impact
You’ll plan and conduct multi-method research that answers big questions and shapes our in-product and real-world experiences. Youre the kind of person who flourishes when collaborating with design and cross-functional peers, and you ask effective questions that help teams create amazing experiences for customers. As our very first Lead UX Researcher, youll be positioned to help us refine our research practice, tools, and process as we grow our research team. You will report to our VP of Design.
What you will do:
Create a deep understanding and empathy for our customers by researching the entire customer journey, with methods such as field research, diary studies, surveys, usability testing (remote and in-person), and any other methods you find practical and impactful
Collaborate with product and design teams to identify research topics, create research plans and manage a research roadmap
Analyze qualitative and quantitative data to generate insights and actionable recommendations which drive product innovation and product improvements
Participate in product decisions from definition to launch (and after), working at both a strategic and tactical level
Help increase the impact of research by defining the methods, processes, and tools used by UX Researchers and cross-functional peers
Contribute to planning, hiring and onboarding additional UX Researchers
Mentor and inspire junior UX Research colleagues
Evangelize research insights throughout the company, to help sustain an informed and empathetic organization
What you will bring:
5 years of UX-focused professional experience
Masters or Ph.D. in Human-Computer Interaction, Sociology, Psychology, Anthropology or related field,
or equivalent practical experience
End-to-end experience with all aspects of research (study design, recruiting, moderation, analysis, reporting)
Excellent communication, presentation, social and analytical skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
Bonus Skills
Experience conducting or running international research
Mentorship or management of junior researchers

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