User Experience Researcher

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us — and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

Make an impact — from near or far

At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.

We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.

The opportunity

Job Profile Summary

The User Experience Researcher provides insights into the user experience, helping product and design teams to create user-friendly products based on user feedback rather than assumptions. You will conduct usability tests, expert evaluations, and in-depth research interviews to create personas, customer journey maps, process flows and more. This is a remote friendly position (#LI-Remote). You will report to the Director of User Experience Research and Design.

In this Role:

• You will lead user research to uncover new insights and opportunities, understand current needs and expectations, and test potential design solutions.
• You will collaborate with partners, designers, product managers and developers on research activities, strategy sessions, brainstorming, design, and testing of new concepts.
• You will establish a research portfolio that looks across the end-to-end lifecycle in alignment with SNHU's customer experience strategy, value chain, and customer performance indicators.
• You will manage multiple research projects simultaneously by coordinating scope, timeline, and partners in detailed project plans and other project documents.
• You will develop well-crafted research plans with clear research goals.
• You will conduct usability sessions.
• You will develop and implement quantitative surveys.
• You will conduct partner and client interviews.
• You will create prototypes using Figma or similar technology.
• You will identify insights by analysis of quantitative and qualitative data from research.
• You will translate insights into relevant recommendations across digital and physical products, services, and spaces, providing a pipeline of data for product teams to improve the customer experience.
• You will create communication tools to share insights across the development teams.
• You will present research findings to the larger team in a clear and organized fashion.
• You will implement a research strategy by collaborating with product teams, customer experience (CX) team members, and partners to identify research goals and priorities.
• You will stay informed about competitor products, industry trends, and customer experience (CX) trends (both inside and outside of the higher education industry) to understand trends in consumer expectations and opportunities for additional research.
• You will insure compliance with legal and ethical guidelines.
• Other responsibilities as assigned. Job responsibilities can change at any time, with or without notice.

What we're Looking For:

• Three years of experience in research, user experience, or human-centered design.
• Bachelor's degree in related field.
• Experience designing and conducting qualitative and quantitative research.
• Work within diverse and cross-departmental teams.
• Written, visual, and verbal communication skills and ability to present ideas.
• Interest and experience with people and cultures.
• Experience with critical thinking in a hyper- fluid operating environment.
• Experience optimizing the customer experience and delivering measurable improvements.
• Excellent customer service abilities.
• Proficiency with PowerBI.
• Experience with D2L Brightspace.
• Experience with data reporting and visualization.

We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.

Compensation

Exceptional benefits (because you’re exceptional)

You’re the whole package. Your benefits should be, too. As a full-time employee at SNHU, you’ll get:

• High-quality, low-deductible medical insurance

• Low to no-cost dental and vision plans

• 5 weeks of paid time off (plus almost a dozen paid holidays)

• Employer-funded retirement

• Free tuition program

• Parental leave

• Mental health and wellbeing resources