Customer Experience Researcher in Boca Raton, FL by Bluegreen Vacations

Date Posted: 11/8/2018

Job Snapshot

Job Description

Purpose:

The Customer Experience Researcher works collaboratively with the design, product and development teams to design, build and test best-in-class customer experiences in both digital and physical environments. The Researcher will help inform product, marketing and sales strategy by applying research methods at every stage of the product and experience lifecycle. The Researcher will dream up new ways to spark and infuse insight by inspiring the larger teams to consider the consumer perspective through customer-centered practices.

The Customer Experience Researcher is responsible for knowing Bluegreen’s customers and researching the customer journey full-cycle. In this role, the Researcher will create and implement strategic research plans such as surveys, 1:1 interviews, usability testing, and focus groups.

The Researcher will create, update and apply our core customer personas, investigate customer behavior across the 360-degree lifecycle and all touch points throughout. Using data and analytics, will track engagement and insights and formulate action plans for further testing strategies.


Responsibilities:

• Identifies and prioritizes opportunities where research can validate or improve a product decision or enhance the users' experience.
• Owns and leads all aspects of the research process, from planning, scoping and recruiting to selecting appropriate methods, conducting the research, analyzing the data and presenting findings to larger team and stakeholders.
• Conducts all research activities and leads stakeholders through the journey and analysis phase to influence marketing, sales and product strategy.
• Evaluates product performance to help develop to meet Company goals and objectives.
• Prepares marketing strategies and suggests programs for a product or product line.
• Maintains knowledge in the specific pain points that the customer faces at any time in their journey and works towards improving it.
• Advises team on any relevant product concerns.
• Serves as an advocate for the end customer by skillfully communicating the customer perspective.
• Defines and upholds usability standards and advises on meeting them across products.
• Gathers findings and insights, synthesizes them into digestible, understandable categories, crystallizes the data into recommendations to current product development and creates action items.
• Works with Product Management to write requirements, create user stories, formulate a road map.
• Contributes improvements to the team’s process, tools and communications.
• Evaluates product performance to help develop and update company goals and objectives.


“Our goal is to improve the quality of work/life by providing equal employment opportunities for all candidates and team members. Bluegreen Vacations Corporation believes that diversity and inclusion is critical to our success, and we seek to recruit, develop and retain the most talented people from a broad candidate pool. We are a drug-free workplace, and if offered employment, candidate must be willing to submit to a background check/drug test. EOE/DFW”

Job Requirements

Bachelor’s Degree in Human Computer Interaction, Psychology, Design, Information Science, Computer Science, Anthropology or related field
5+ years of experience conducting customer research for a continuous product development process
Extensive experience delivering high quality customer research and driving impact through insights
Experience with a variety of research methods: observational research, user/stakeholder interviews, surveys, card sorting, usability studies, etc.

Strong understanding of strengths and shortcomings of various quantitative and qualitative research methods, including when and how to apply them during the various product phases
Expertise in a wide range of methodologies and tools, and can develop innovative new methods where necessary
Foundational knowledge of information architecture, customer centered design principles and content strategy

Strong storytelling and presentation skills to translate insights into actionable design and development recommendations in a time efficient manner for a product team
Sound ability to scope, plan and execute each step of the research process from end to end
Highly motivated, able to work unsupervised, multi-task and prioritize workload

~UP