Lead CX Researcher

The Home Depot • Atlanta, GA

13d • Onsite

About The Position

The Home Depot Home Services team is looking for skilled research professionals to help shape the future of customer experience. The Lead CX Researcher manages research projects, employing both qualitative and quantitative methods to dive deep into customer behaviors, needs, and perceptions. This role will work closely with business, operations, and product teams to pinpoint customer pain points and transform insights into practical solutions that elevate the overall customer experience.

Requirements

• Must be at least 18 years of age or older
• Must be legally permitted to work in the United States
• Working knowledge of Microsoft Office Suite
• Working knowledge of presentation software (e.g., Microsoft PowerPoint)
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Demonstrated project management skills
• Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
• Excellent written and verbal communication skills
• 5+ years of demonstrable experience as a User (UX) or Customer (CX) Researcher, Usability Analyst, or similar role, with examples of research initiatives
• 2+ years leading a team of UX/CX and/or User/Customer Research practitioners.
• Creates research and usability strategy deliverables, including: discovery findings, user journey maps, personas, debrief documentation, screeners, testing plan, task lists and mind maps.
• Facilitate and participate in Agile UX activities such as user story maps, personas, design studios, etc. with the result to illicit ideas, assist team members with gaining shared understanding, and to align the product team and stakeholders.
• Must be able to manage time effectively by quickly prioritizing projects and by delegating to user experience resources.
• Oversee and participate in all UX/CX deliverables including but not limited to: mental models, user journeys, personas, scenarios, low & high fidelity prototypes, wireframes.
• Participates in UX/CX team project deliverables to communicate the strategy and rationale such as project plans, research, personas, concept documents, task lists, workflows, information architecture, wireframes, page maps, interaction and behavior specifications, visual design and content strategy.
• Experience working in a collaborative, cross-functional team; consistently demonstrating effective management of shifting priorities, delivering thorough work products, and meeting project deadlines
• Experience participating and facilitating customer research and usability
• Degree in Marketing, Psychology, and Interaction Design, HCI preferred or other related degree or equivalent work experience.
• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Nice To Haves

• Typically requires overnight travel 5% to 20% of the time.

Responsibilities

• Collaborates with cross functional teams to integrate findings into strategic planning and product lifecycle
• Presents critical research findings to key stakeholders
• Indirectly lead and mentor a team of researchers, providing guidance and prioritization of projects
• Creates research and usability strategy deliverables, including discovery findings, user journey maps, jobs-to-be-done, surveys and process evaluation

What This Job Offers

• Job Type: Full-time
• Career Level: Senior