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Mad*Pow

Senior Experience Researcher

Boston, MA

We are seeking a talented, passionate, and multifaceted individual with design and strategy research experience and proven business savvy to help our clients understand, envision, and execute human centered experience strategies. If you are curious, collaborative, confident, and always thinking about the human on the other end of a design or strategy process, maybe you are MadPow's next Senior Experience Researcher.

As a Senior Experience Researcher, you will be joining a team of researchers and strategists who apply service design thinking to define the "fuzzy front end" of experience innovation and develop and communicate strategic vision for subsequent experience design and development efforts. You will also work with the design and research teams to conduct more tactical work such as usability studies.

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A Mad
Pow Senior Experience Researcher should have expertise in service design methodologies, user experience research, and comfort applying customer experience, human centered design, and behavior-based research methodologies to inform new strategies and service solutions to our clients.

We will look at candidates who can commute to our Boston, MA or Portsmouth, NH offices.

YOU WILL BE RESPONSIBLE FOR:

  • Conducting heuristic evaluations, contextual inquiries, surveys, task analysis, stakeholder & user interviews, and competitive landscape analysis, among other standard research methods
  • Supporting and leading ethnographic experience research efforts to understand unmet needs, frustrations, and behavioral motivations and translating those findings to relevant business & experience insights
  • Supporting and leading efforts to articulate pain points and opportunities within existing customer experiences, and collaborating with relevant stakeholders to define and articulate new customer experiences that reflect a deep understanding of human behavior, service design, and value proposition design; this includes the visual communication of business ecosystems, customer experiences, operational processes, and strategic roadmaps
  • Communication of complex ideas in a manner easy for others to grasp, including storytelling and presentation skills suitable for C-suite executives
  • Planning and executing of lab-based, field-based, and remote usability studies
  • Facilitating workshops and training sessions for the general public and Mad*Pow clients
  • Coordinating project activities, managing own and other's time as appropriate, supporting and facilitating internal and external communication with client teams
  • Contributing to internal process development efforts


Experience and Skills
QUALITIES WE ARE LOOKING FOR:
  • 5+ years of relevant experience with a background in experience research, business or design strategy, UX, service design, or related fields
  • A passion for and familiarity with best practices in experience research, experience strategy, and service design
  • Ability to plan and conduct research activities as outlined above
  • Familiarity and experience with common experience strategy & service design tools and methods, including persona development, narrative storyboarding, ecosystem mapping, experience journey mapping, service blueprinting, and touchpoint concepting via UX flows, screen sketching or mockups, physical & service prototyping, etc.
  • Excellent client management and interaction skills; ability to facilitate client meetings and collaborative working sessions
  • Possess strong user-observation skills, ability to understand and apply user-centered design best practices and techniques
  • Excellent usability study and interview facilitation skills
  • Ability to clearly articulate the connection from research to design & strategy decisions through storytelling and effective client presentations
  • Highly collaborative with strong verbal and written communication skills; proactive and not just a "fly on the wall" in meetings and work sessions
  • Keen understanding of professional services environment that focuses on providing value for clients in balance with human centered innovation
  • Attention to detail, ability to communicate well on paper and verbally to a variety of stakeholders
  • Team oriented, energetic, innovative, and self-motivated
  • Familiarity or experience with remote usability, indirect usability, and mobile testing a bonus
  • Experience with data science and statistics is a bonus
  • You can dress up once in a while and meet our clients, with occasional travel
  • You absolutely love what you do


Job Benefits
  • Flexible vacation policy
  • Paid volunteer time
  • Flex-time
  • Extended company holidays
  • Summer Fridays
  • Education budget
  • Healthcare benefits
  • Dental care benefits
  • 401(k) with company match


Job ID: MadPow- 513029-745635
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • FSA
    • Health Reimbursement Account
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
  • Parental Benefits

    • Non-Birth Parent or Paternity Leave
    • Birth Parent or Maternity Leave
  • Work Flexibility

    • Flexible Work Hours
  • Office Life and Perks

    • Company Outings
    • Commuter Benefits Program
    • Casual Dress
    • Happy Hours
    • Snacks
  • Vacation and Time Off

    • Leave of Absence
    • Personal/Sick Days
    • Paid Holidays
    • Paid Vacation
  • Financial and Retirement

    • Performance Bonus
    • 401(K) With Company Matching
  • Professional Development

    • Learning and Development Stipend
    • Promote From Within

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