Job Description

Overview
We are seeking a talented Experience Design Lead to establish and advance the research and design (CX) foundation within our organization. In this role, you will play a pivotal part in uncovering customer needs—both expressed and unarticulated—and translating these insights into actionable strategies that drive business growth. Reporting to the Head of Customer Experience, you will collaborate with cross-functional teams throughout the product lifecycle, from opportunity identification to usability testing and experience refinement.

Key Responsibilities

• Lead User Research:
  Apply a range of UX research methodologies—including contextual interviews, focus groups, usability studies, heuristic analysis, ethnographic research, and diary studies—to collect and analyze data. Synthesize qualitative and quantitative insights to identify root causes of user experience issues, uncover emerging user needs, and present findings to stakeholders and leadership.
  
  
• Establish Best Practices:
  Develop and implement UX research and design standards, tools, and methodologies for measuring and improving customer experience. Collaborate with Product, Channel, Brand, Data, and Engineering teams to embed best practices and contribute to the growth of UX capabilities within the organization.
  
  
• Customer Advocacy:
  Analyze and map user behaviors, journeys, needs, and motivations to advocate for customer-centric decision-making. Inspire teams to prioritize user needs and contribute to the improvement of CSAT and NPS across products and channels.
  
  
• Actionable Insights:
  Translate research findings into clear, prioritized recommendations for product and platform improvements. Collaborate with agile teams to validate design iterations and integrate insights into the product roadmap.
  
  
• Cross-Functional Collaboration:
  Build strong relationships with teams across consumer insights, content development, innovation, operations, and technology. Collaborate on user engagement strategies and share research insights to address experience gaps and inform business priorities.

Qualifications

Education and Experience

• Bachelor’s degree in Design, Human-Computer Interaction (HCI), Psychology, or a related field.
• Minimum of 5 years’ professional experience conducting customer research across a variety of methods within digital and service design environments.
• Proven expertise in running both moderated and unmoderated usability tests, with strong knowledge of task scenario development.
• Experience balancing agile, fast-paced research demands with methodological rigor.
  
  

Required Skills and Abilities

• Highly self-directed, organized, and efficient, with strong analytical and problem-solving skills.
• Deep knowledge of diverse research methods and the ability to select and apply the most appropriate approach for each project.
• Proficient in synthesizing research findings into clear, visual deliverables such as service design blueprints, journey maps, and process flows.
• Experience with both traditional and modern research methodologies and reporting.
• Ability to define research objectives in partnership with cross-functional teams and address needs across multiple brands and projects.
• Skilled communicator and presenter, able to articulate user needs and research findings to diverse audiences and build consensus across teams.

This role offers the opportunity to shape the user experience strategy and research culture for the organization, working at the intersection of design, technology, and business.