• Associate User Experience Researcher

    Job Locations US-MO-Kansas City
    Posted Date 3 weeks ago(3/4/2019 2:25 PM)
    Job ID
    # of Openings
  • Overview

    SMG (Service Management Group) is the leading international customer experience research firm. Driving business results by partnering with brands to improve customer loyalty and employee engagement, SMG provides actionable insights and recommendations at both the front-line and senior executive levels. SMG has developed a proprietary suite of research services combining world-class technology with unmatched industry expertise. Each year, the firm evaluates over 70 million customer experiences in 125 countries and 29 languages for more than 200 brands. SMG is listed on the American Marketing Association's Honomichl Top 50 Market Research Firms.


    We are looking for Associate User Experience Researcher to join our User Experience team and to work well with the UX Manager, UX Designers, Product Managers, Architects, Engineers and key stakeholders to develop and validate new concepts and designs for client-facing website and applications that meet client needs and ultimately drive future revenue growth for SMG.  A strong customer focus and a drive to provide outstanding customer service are core values of SMG and should be characteristics of the successful UX Researcher.


    • Employ a variety of qualitative and quantitative research methods including, but not limited to:
      • Stakeholder interviews, both internal and external
      • Feedback sessions
      • Direct observation
      • Usability testing
      • Journey mapping
      • Persona development
      • Task analysis
      • User stories
    • Analyze and synthesize findings from research into key insights for UX and Product teams
    • Partner with product, client insights, marketing, and engineering colleagues throughout the research and design process
    • Ability to manage multiple, simultaneous research efforts
    • Previous experience working on enterprise products


    • Firm understanding of user experience design processes and principles
    • 1+ years of experience in a User Experience Researcher role or qualitative research
    • BA/BS degree in Psychology, Human Factors, Cognitive Science, Human-Computer Interaction, Social Sciences or other related fields or equivalent practical experience
    • Experience working with Agile software teams
    • Strong communication skills with the ability to interview and understand stakeholder’s needs
    • Excellent oral and written communication and presentation skills
    • Ability to prioritize and schedule own work based on competing demands of clients and team members
    • Strong interpersonal skills and the ability to build rapport with clients and team members
    • Willingness to travel (5% or less)
    • Proficiency in the MS Office Suite
    • Experience with Design Sprints is a plus


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