Vivid Seats

Senior User Experience Researcher

Vivid Seats
Chicago, IL
Posted on:
September 5, 2022

Who we are: Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In Chicago’s top 10 places to work in 2021, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.

The Opportunity: As a Sr. UX Researcher at Vivid Seats you will play a role in inspiring change at all stages of the product’s development through the delivery of exciting written, oral, and visual presentations about his findings. However, your most fundamental role will be to assist the entire User Experience (UX) team in understanding what would ensure that the consumer’s experience with the product feels more intuitive, fun, accessible, and quite possibly, magical. You will get an opportunity to own and reveal what the consumers need from the business’s products by conducting primary research, exploring consumer behavior and motivation, and working with the Product Design, Product Management, and Product Development (engineers) departments in developing new product features.

In addition to this, you will be empowered to evaluate all the features that contribute to the consumer’s experience, provides expertise, collaborates internally, and on occasion, spearheads projects.

How your role contributes to the success of Vivid Seats:

Research: In this exciting role you will be responsible for spearheading the planning and conducting of consumer research at every stage of the product’s lifecycle; from validating the idea, early concepts, UX prototype validations, all the way to usability tests on the final product.

Collaboration: You will be given full autonomy on facilitating engagement and collaboration across various disciplines in the business. In this capacity, your key purpose is to ensure that the consumers’ needs are properly understood and seriously considered in all product departments. You will be working closely with the Product Developers, Product Managers, Interaction Designers, Analytics and other product departments for the purpose of promoting the best practices in consumer research.

Education: As the business’s consumer experience specialist, you will be encouraged to educate other departments in the field of UXR. In this exciting role you will document and present actionable product research findings to Product Management and other departments. The presentation of research findings will be delivered in an engaging way that is comprised of oral, visual, and written reports.

Internal Evangelism: Being a research specialist, you will be in the best position to understand the product’s strategy and business goals. In addition, you will be able to understand the product’s competitive edge. For this reason, you will be a constant advocate for the product’s value as well as the value of consumer research in addressing the product’s needs.

Research Design: This is an extension of the research role and a fundamental function of the UX Researcher. As a UX Researcher you will be responsible for designing quantitative and qualitative research approaches for application in all product departments. In the performance of this function, you will tailor the proposed research approaches in such a way that they avail solutions for core issues that regularly come up in individual stages of the product’s lifecycle.

How your role expectations will progress as a Sr. UX Researcher in the first 30, 90, and 180 days:

30 days in

  • Complete new hire orientation, gaining the resources you need to be successful.
  • Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers.
  • Acclimate to team and company norms, business objectives, and Vivid Seats values.
  • Meet & Greet product, engineering and analytics teams and stakeholders
  • Start familiarizing with strategic documents around future customer engagement

90 days in

  • Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
  • Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives.
  • Start familiarizing with the past research, past analytics, product insights etc.,
  • Start supporting ongoing initiatives with research methodologies and testing recommendations
  • Leverage user platform to initiate research for strategic projects and work closely with user team’s SMEs to bring in industry research insights and best practices to Vivid Seats.

180 days in

  • Apply methods to execute individual tasks that positively impacts the team.
  • Play an active role in continued learnings to advance skill sets necessary for team goals.
  • Deeply understand Vivid Seats ethos, and define a best-in class research method(s) in collaboration with larger product and UX team
  • Deeper understanding of customers, our users, and creating Vivid Seats personas to guide future user experience and product strategies

What You’ll Bring:

Experience: You will have at least 3-5+ years of work experience in qualitative analysis, quantitative analysis, statistical analysis, product usability moderating, card sorting, and test method selection. In addition, you must have had proven successful experience in the integration of consumer research into a business’s product design practice. Also, you must display a strong comprehension of the strengths and limitations of the different research methods, inclusive of when and how to apply each in product/market/consumer analyses.

Communication Skills: As a UX Researcher you must possess excellent communication skills to be able to relay these research methodology concepts and findings to the product and UX department and to other collaborating teams in a clear, simple, and relatable manner. Your communication skills have to be good both in written and verbal form.

Problem Solving Skills: At Vivid Seats we encourage growth mindset, always be excited about the user problems, be keen to learn more and keep exploring avenues to collaborate and problem solving. You must be able to come up with creative solutions and consider a variety of alternative solutions for each problem along with other members on UX and Product teams.

Interpersonal Skills: You must display a genuine passion for product-centric innovation; an ability to work well independently as well as with a team; must have a keen and exceptional attention to detail; and more importantly, an ability to identify root recommendations inspired by the consumers’ needs and behaviors.

Our Commitment:

We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.

Vivid Seats provides competitive compensation; bonus incentives; PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; snack allowances; and a variety of additional workplace perks.

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