Responsible for driving the research and testing of award-winning, functional design across multiple media platforms within the cable TV industry from mobile and tablet applications to web interfaces. Collaborate with user experience experts and product specialists to define the newest multimedia research and testing requirements for millions of customers as a member of a talented and fast-paced product design team. Focused on solving customer focused problems and driving for outcomes that prioritize value over features.
Lead and mentor members of the Research Team to define business and product strategy through research and data analysis/synthesis including all channels of customer feedback and a mixed method research approach (including but not limited to: stakeholder interviews, surveys, card sorts, tree tests, A/B testing, usability testing, literature review, competitive analysis, current state competitive analysis, benchmarking and user journey analysis).
Work with leadership to establish lean user testing processes during all design phases and analytic review post launch of all products.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Deeply understands industry best practices in product development process specific to the Cable or telecommunications space and translate appropriate steps for unique organization and market position.
Advocate for the end user customer by evangelizing that research should identify the problems to solve through an iterative, design thinking approach that includes empathize, define, ideate, prototype, test.
Mentor team members to support team culture, skill and knowledge development, career growth, job satisfaction, work/life balance, collaboration, and extend the overall leadership philosophy
Manage high performing teams by leading, developing, training and providing effective coaching to attract and foster talent.
Identify business processes/functions supported by existing process enablers vs. manual. Redesigns business processes where applicable to leverage available or new technologies.
Function as the liaison and facilitates collaboration between the Product Management team and the other supporting functional organizations (Experimental Design, UX Design, Product Development and 3rd Party suppliers, etc.) to properly interpret and deliver the research story.
Gather collaborative information to translate high level process goals into specific sub-processes with appropriate documentation.
Develop communication plan for stakeholders and process participants.
Proactively identifies analysis to support the effort and conduct with deep analytics when appropriate while maintaining an eye toward the bigger picture.
Support the development and communication of Product Strategies dependent on new services/features to drive financial results. Works with engineering, product management peers, marketing stakeholders and key market areas on implementing strategy.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to manage and foster change
Ability to lead large, cross-functional teams in order to achieve business goals and results
Ability to listen to multiple points of view and synthesize against goals for recommendations
Ability to plan, prioritize and organize effectively and independently
Ability to handle multiple projects and tasks
Ability to make decisions and solve problems while working under pressure
Ability to show judgment and initiative and to accomplish job duties
Ability to analyze and interpret data and synthesize recommendations
Ability to communicate with all levels of management and company personnel
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Proficiency with Word, Excel, PowerPoint
Excellent organizational and office management skills
Excellent cognitive and communication skills Excellent analytical skills
Strong business sense and sense of urgency to achieve business results
Proven, motivated and energetic Interaction Designer
Extensive knowledge of ontological mechanisms to help users pinpoint desired content curated from large amounts of data
Highly accomplished, creative and innovative self-starter with fantastic collaboration skills
Possess empathy for users, knowledge of and passion for the entertainment industry
User interface design and user experience creation
Product Management and/or Product Development Experience Required, preferably in Cable, Telecommunications, Software or Web Services
Aptitude and eagerness to learn from a new environment and make an impact quickly
Bachelor's degree in business or related field, or equivalent experience
Prefer technical degree related to the telecommunications field or operational/process optimization
Related Work Experience
8 years of user research, individual contributor experience
8 years of related industry experience (Cable, Telecommunications, Software/Online Services)
3 years of experience leading and growing teams