Senior, User Experience Research

About

Macy’s is proudly America’s Department Store. For more than 160 years, Macy’s has served generations at every stage of their lives. Customers come to us for fashion, value and celebration. Now is an exciting time to join Macy’s, Inc. The face of retail is changing, and change requires innovation.

Macy's is the largest NYC based digital retailer and has driven more than ten consecutive years of double-digit growth. We’re building a new type of customer-centric shopping experience - at the intersection of content, commerce, and technology - to help customers find and buy products they love.

Do you want to collaborate with a smart and talented team in a fun work environment? This is a unique opportunity to join an established company that is investing in development and growing digital business at scale. Gain first-hand experience defining the future of online and physical commerce. With a constant influx of exciting and challenging problems to solve - you'll never have a boring day at the office. We also offer many roles with the freedom to build and lead a team. Join Macy’s Digital to grow your career and help shape the future of an iconic brand

Job Overview

Macy’s Inc. seeks a passionate, team-oriented Senior User Researcher to join its User Experience organization to play a key role in shaping the user experience design for all digital properties across Macy’s.com. The Sr. User Researcher plays a key role in gaining user insights that will inform the design of engaging user experiences. Candidates should have a minimum of 5 years of experience researching across digital channels. Strong candidates will have a proven track record of supporting the development and implementation of world class user research studies in a fast paced collaborative team environment, obtaining research findings that solve for business goals and user needs, working and influencing in a cross-functional context, and advocating research and data to inform the design of user experiences. The Senior User Experience Researcher will mentor User Researchers and guide their efforts to align with Macy’s strategic vision. The candidate is responsible to perform other duties as assigned.

This position reports to the Director of User Experience Research.

Essential Functions

• Plans and conducts user research across channel(s) and domains (business units).
• Key role in supporting a human-centered design process to create high quality user experiences.
• Designs and conducts quantitative studies, such as structuring and analyzing surveys to evaluate impact of product changes and gather insights at scale.
• Designs and conducts qualitative studies, including field observations and interviews, remote and in-person usability studies for existing and future products.
• Effectively collaborates with executives, product managers, teams, designers, and stakeholders to identify user research opportunities on user-facing products.
• Partners with other customer data teams (e.g. consumer insights, analytics, etc.) to ensure user research efforts are coordinated with other customer data teams.
• Helps define user success metrics that gauge how well user needs are being met for assigned channel(s) and domain(s).
• Develops and conducts quick, generative and evaluative user research studies, including guerilla usability testing, to gauge business (as measured by KPI’s) and user success (as measured by user success metrics) of user experience designs.
• Invents new and adapt existing research practices as needed, to deliver the insights and knowledge that help teams stay on track and customer focused.
• Quickly synthesizes qualitative and quantitative data to develop a better understanding of our customers, give insight into business/user value, and identify potential customer and business risks.
• Is a highly effective presenter, communicator, and influencer who can bring the voice of the customer to life.
• Socializes and evangelizes research - helps teams understand customer needs, pain points, attitudes, and behaviors through thoughtful and actionable research that can informing both tactical and strategic efforts.
• Serves as a subject matter expert on our customers’ behaviors, needs, and values for assigned channel(s) and domain(s).
• Mentors User Research team on user research methodologies and best practices.

Qualifications And Competencies

• Bachelor's Degree from a 4-year college or university
• Master's Degree in related field preferred
• 5+ years direct experience
• Bachelor’s degree in Human Factors, HCI, Cognitive or Experimental Psychology, Sociology, or related field preferred
• Ability to effectively share technical information, communicate technical issues and solutions to all levels of business
• Able to juggle multiple projects - can identify primary and secondary objectives, prioritize time and communicate timeline to team members
• Ability and desire to take product/project ownership
• Ability to think creatively, strategically and technically
• Ability to work a flexible schedule based on department and Company needs.

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