Manager, Customer Experience Research

The Manager, Customer Experience Research manages, leads and executes thematic research activities that drive experience design throughout the entire product development lifecycle for highly strategic digital experiences. They ensure timely execution, reporting and development of innovative design research frameworks, processes, and methodologies across the research practice.

ACCOUNTABILITIES

LEAD AND EXECUTE DESIGN RESEARCH EFFORTS

  • Serve as a consultative guide and partner with product and data science executives and designers to understand business requirements and objectives to identify innovative research opportunities and determine type, size and scope of research initiatives
  • Independently lead, plan and execute complex and ambiguous CX research methodologies across the entire CX portfolio including current and future planned projects
  • Drive decisions on the optimal research priorities, approach and timelines that best leverage CX/UX research methodology with the Customer Experience team and key stakeholders
  • Oversee the execution of research methodologies including usability testing, the development of participant screeners, consent forms, test plans and moderating lab sessions
  • Execute external design research studies with vendors as needed
  • Establish and maintain Kohl's internal usability lab, including hardware and software assets used for testing
  • Create strategic actionable insight and understanding, through the analysis of both quantitative and qualitative data, build objectives recommendations that directly address the business
  • Establish and maintain business critical relationships with cross-functional leadership
  • Establish and maintain key vendor relationships

LEAD CX ANALYSIS, SYNTHESIS AND REPORTING
  • Lead the Customer Experience team and key stakeholders through analysis, synthesis and reporting of key strategic initiatives
  • Oversee the development of post-testing analysis and top-line reports and communicate findings and make recommendations to both project teams and executive leadership
  • Serve as the senior subject matter expert on customer experience, usability best practices, user-centered design and our customers
  • Act as the ambassador for the CX Research team with other internal teams


ESTABLISH INNOVATIVE DESIGN RESEARCH FRAMEWORKS, PROCESS AND METHODOLOGIES
  • Identify strategic opportunities for design research process improvements to inspire innovation, guide decision making, challenge existing paradigms and drive experience evolution
  • Create effective holistic research processes and identify collaboration points while developing relevant partnerships, frameworks, tools and templates to support design research maturity
  • Drive the creation, governance and maintenance of interaction, usability and accessibility standards
  • Guide the creation and development of CX processes, tools and templates that can be applied across Kohl's


MANAGEMENT OF ASSOCIATES
  • Provide direction and oversight within the CX Research team to ensure CX/UX research objectives are being met from the point of project initiation through research execution and findings delivery
  • Develop and manage associates
  • Capitalize on everyday on-the-job opportunities to coach associates to use their strengths to perform at their best
  • Encourage and recognize associates' commitment to self-development
  • Take an active interest in building authentic relationships to engage associates
  • Maintain an open and trusting team environment
  • Communicate clear consistent goals for the team


QUALIFICATIONS

REQUIRED
  • Bachelor's or Master's Degree in a related field
  • 5+ years relevant CX experience
  • Experience applying CX/UX methods and techniques to customer experience and service design initiatives for high-volume B2C or CPG corporate environments
  • Professional understanding of user-centered design principles and tools
  • Experience using both qualitative and quantitative data analysis, and knowledge of data triangulation via site Analytics and CX data types
  • Excellent facilitation and study management skills
  • Strong subject matter expertise and willingness to advocate CX research principles and methods across the organization
  • Excellent soft skills, with highly empathetic abilities
  • Excellent written and verbal communication skills
  • Ability to handle multiple complex projects simultaneously, and prioritize independently


PREFERRED
  • Master's or Ph.D. Degree in Human Computer Interaction, Human Factors, Cognitive or Experimental Psychology, Cognitive Science, Anthropology, Information Design or related field
  • Retail specific domain knowledge
  • Previous experience managing and onboarding vendors
  • Previous experience leading others, either through direct supervisory responsibility or as project lead


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