Customer Experience Researcher and Designer

Job Purpose 

The customer experience researcher and designer will be responsible for researching, analyzing and designing customer experiences that align with the company's goals, values and customer needs. You will collaborate with cross-functional teams to develop insights and design strategies that improve customer satisfaction, engagement, and loyalty.

Job Duties and Responsibilities 

• Conduct qualitative and quantitative research to identify customer needs, pain points, and behaviors.
• Analyze customer feedback and data to identify trends and insights that inform customer experience design decisions.
• Develop customer personas and journey maps that capture customer behavior and experiences.
• Collaborate with cross-functional teams to develop customer experience strategies that align with business objectives.
• Design customer touchpoints and interactions, including but not limited to user interface design, content creation, and customer support experiences.
• Develop and conduct usability tests and user research studies to evaluate customer experience solutions.
• Continuously monitor and evaluate the effectiveness of customer experience strategies and design solutions, and make adjustments as necessary.
• Stay up-to-date with industry trends and best practices related to customer experience research and design.

Skills and Experience Required 

• Bachelor's or Master's degree in human-computer interaction, design, psychology, or a related field.
• 3+ years of experience in customer experience research and design, preferably in a software or technology company.
• Strong understanding of user-centered design principles, methodologies, and processes.
• Proven track record of conducting user research, developing personas and journey maps, and designing effective customer experiences.
• Excellent problem-solving skills and ability to work collaboratively with cross-functional teams.
• Experience using design tools such as Sketch, Figma, or Adobe Creative Suite.
• Strong verbal and written communication skills.