Calabrio

Senior UX Researcher

Company:
Calabrio
Location:
🇺🇸
Minnesota, MN
Posted on:
September 16, 2020

Are you looking for the most interesting user experience research challenge of your career? Are you attracted to hard enterprise design problems that impact the work lives of users around the world?   

If so, we’d like to talk to you. We are building a new design practice from the ground up with a group of talented engineers, developers, service professionals, and product owners at Calabrio, a company voted 7 years running as one of the Minneapolis Star Tribune’s Top Places to Work.   

Why you? Because you’re a strong qualitative design researcher looking for your next challenge in the field of enterprise UX design. Because you can bring your experience, taste, and skill to the job of working with a cross-functional team of developers and product owners. Because you’re interested in (or even experienced in?) creating powerful tools used in contact centers all around the world. We value ease of use and clarity, without sacrificing power, and you do too.  

Maybe you’re more of a mixed-methods researcher?  Can you blend your skill in quantitative analysis methods with your mastery of qualitative methods?  We’re delighted to consider candidates with a mixed methods background who can bring user stories to life through human stories that illuminate the story behind the statistics and metrics we gather.  

Why Contact Centers?  Contact centers for customer support are more important now than ever in this complex, changing world.  To deliver great solutions, we need to listen carefully to the needs of our users, and this is where you can help.   Calabrio has a strong heritage of listening to our customers and building empathetic and cooperative relationships with them.  Your expertise in UX research methods will support and lead our culture to the next level of customer-centric design quality we are reaching for.  The space we operate in is technically complex and socially nuanced, and highly competitive.   We’re looking for someone who can empathize with users, create clarity out of ambiguity, to help channel the voices of our amazing customers into clear action and strategy for our products.  

And more than that: beyond just doing great design research in a challenging space, you’ll be joining a fast-growing team committed to designing how we do design here at Calabrio. Your experience will help us forge our formal design practices and to bring our already Gartner-awarded Visionary software to new levels of simplicity and effectiveness.   

This position is one that will have enormous influence on our culture and reports directly to the VP of Product Design.   

WHAT YOU’LL BE DOING

  • Work closely with customers through novel approaches to user research that are effective even in a world where travel is challenging, and social distancing is still imperative.
  • Working closely with our teammates in Sweden and Canada 
  • Working with our data and sales teams to help bring user insights to bear on our design strategy  
  • Working with product owners to help them product strategy and to identify new opportunities informed by real customer data and reports.

HOW YOU’LL STAND OUT

  • Experience with different qualitative research methods including 1:1 interviews, concept testing, ethnographic-style fieldwork, group discussions, card sorting, workshops, and a special emphasis on adapting these traditional methods to the requirements of remote work during a time when travel and face to face encounters might be challenging or impossible.*  
  • Strong understanding of the strengths and shortcomings of different research methods, including when and how to apply them during the product development process
  • Self-starter and can navigate through ambiguous research problems. You can synthesize and translate qualitative and quantitative data into actionable insights and the identification of real opportunities
  • Proficiency in communicating user research findings with cross functional partners to drive impact

WHAT IS REQUIRED FOR YOU TO APPLY?

  • 5+ years of experience leading research projects in a professional environment
  • A strong portfolio that demonstrates your research skill and the impact your work has had on the enterprise products you’ve worked on
  • Bachelor's degree in Anthropology, Human-Computer Interaction (HCI), Human Factors, Psychology, Sociology, or a related field or equivalent practical experience
  • Experience in a variety of product spaces, applied research and/or academic settings - from exploratory research to market research surveys to usability studies
  • Experience with an agile approach to adapting and improving on research practices to meet team needs under the tight timeframes of a growing company

*This position does not entail travel in the near term, as long as COVID places restrictions on travel and indoor face to face encounters. As restrictions are lifted, you may expect to travel to customers for on-site visits and meetings, possibly as often as 6 times a year, but only when it becomes safe to do so.  The strongest candidates will have experience in qualitative UX research that can be done remotely.

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