Senior User Experience Researcher

Utopy, Inc. Durham , NC 27701

Posted 1 week ago

As the Senior User Experience (UX) Researcher, you'll help build the next-generation, cloud-based customer experience platform. This role works with an outstanding group of designers, product managers, and developers across the globe to design and build intuitive and elegant solutions. This role will be responsible for creating compelling and delightful experiences based on qualitative and quantitative methodologies and best practices.

As a senior member of the team, you are a go-to person with an entrepreneurial spirit who can work collaboratively or autonomously while serving as a mentor to others on your team. As a confident communicator, you can work laterally to engage with senior stakeholders across the different disciplines with ease.

Responsibilities / Job Duties

  • Translate requirements into UX research questions for investigation

  • Perform primary and secondary research to understand users' needs, goals and pain points

  • Perform competitive analysis to quickly understand the strengths and weaknesses of competitor products

  • Develop personas and scenarios to promote user empathy among stakeholders

  • Synthesize user feedback into actionable recommendations

  • Communicate ideas to address user needs with succinct presentations, interactive prototypes and creative storytelling

  • Leverage secondary research (market research reports, prior user research, etc.) as a means to supplement primary research with real users to build domain knowledge

  • Evangelize the importance of user experience research as part of Genesys' Design Thinking and educate product teams new to UX research methods to help them integrate real users into their design lifecycles

Required Qualifications

  • B.S or M.S. in any of the following: Design (e.g., UX, interaction, visual, strategy) Anthropology, HCI/Human Factors, and/or related fields.

  • 5+ years of experience as an applied UX Researcher in a product-focused setting

  • Deep knowledge of a broad range of research methods - and excitement to share this knowledge with others - including Concept and content testing, and Qualitative data collection and analysis.

  • A track record of shaping products by executing impactful research - the right size at the right time - and socializing actionable insights

  • Comfort with both qualitative data analysis and light, quantitative data analysis, and how to combine the two for deeper insights

  • Comfort creating low- to high-fidelity wireframes and prototypes

  • Ability to turn research insights into recommendations to improve product designs

  • Ability to develop research tools such as surveys, usability tests, tree tests, and other methods

  • Demonstrated written and verbal communication skills, including techniques to persuade and negotiate and the ability to articulate alternative approaches

  • Ability to critique designs as a user advocate and to accept research critiques

  • Demonstrated storytelling, presentation skills and attention to detail

Preferred Qualifications

  • Masters or Ph.D. in Design, Human-Computer Interaction, Sociology, Psychology, Anthropology, or a related discipline

  • Experience in Support and/or Call Center business models.

  • Quantitative research experience - from A/B or multivariate testing to survey design to usability benchmarking, etc.

  • Experience with Customer Support or Customer Experience is preferred.

  • Demonstrated use of design research methodologies including primary and secondary research, including surveys, interviews and other techniques

Special Position Requirements

  • Must be willing to travel up to 25%
  • Ability to travel internationally

About Genesys

Every year, Genesys delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales, and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution, and the world's leading public cloud contact center platform, designed for rapid innovation, scalability, and flexibility. Visit #

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.


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