User Experience Researcher, Zoro
Company Overview:
Zoro.com is an eCommerce company that sells business supplies, equipment, and tools—but we’re much more than just a website. We’re a team of people who win and lose together (we prefer winning!). Since 2011, Zoro has been working hard to make it easy for our customers to purchase everything they need to make their businesses go. Zoro currently offers more than 6 million products, fast and free shipping, no-hassle returns, and exceptional customer service. We’ve grown quickly in a short time, recently surpassing 400 team members. Add to that our award-winning culture—we were named a Great Place to Work for 2019 and 2020, among other accolades—and we think Zoro is a pretty amazing place to work and grow.
Position Description:
The Experience Design team works collaboratively with different groups across Zoro to solve important customer problems in elegant, scalable, and measurable ways. As a UX Researcher, you’ll help to scope and run research initiatives that uncover customer insights and help shape the experience of the features we deliver to customers. You’ll play a critical role supporting different cross-functional product teams and business units by uncovering unmet needs and performing both evaluative and generative research using mixed methods.
The right candidates will be effective communicators and storytellers who have experience doing thoughtful and impactful research. They are passionate about bringing customer insights to business stakeholders, and are comfortable in a fast-paced, collaborative organization.
Responsibilities:
- Design and conduct generative and evaluative studies from end to end: planning, executing, analyzing, and reporting. Manage projects and partners throughout the process, and understand and incorporate complex technical and business requirements into research.
- Understand and identify unmet research opportunities that can add value, identify the right methodologies to address them, and then efficiently execute them
- Work collaboratively across Engineering, Design, Product Management, and Analytics to guide teams to deliver impactful customer insights and build empathy for customer problems and needs
- Inform product design and strategy by translating data into insights that have clear and actionable implications for product development.
- Help propel user research across teams by coaching embedded teams with their own research processes and work to improve outcomes
- Manage and maintain recruiting operations; maintain lists of targeted research participants from internal sources, scheduling, and incentive payment
- Effectively communicate research findings to diverse audiences through writing and presentations; represent user research in key product discussions.
- Assist with turning research results into actionable work items that will have product impact
Qualifications:
- 4+ years of experience conducting research with a demonstrated history of having an impact on products through research activities
- Background in HCI, sociology, applied anthropology, social psychology, cognitive psychology, design research or related fields; advanced degree preferred
- Expertise with mixed methods research (qualitative and quantitative), such as, moderated and unmoderated usability studies, semi-structured interviews, surveys, card sorts, and tree tests. Ability to effectively create screening criteria, recruit participants, build rapport, and moderate studies.
- Comfort with planning, prioritizing, conducting, analyzing and communicating research in a variety of contexts and across a variety of products and platforms
- Excellent communication, presentation, interpersonal, and analytical skills, with the ability to effectively communicate rich data and articulate the implications of research findings in clear and compelling ways.
- Experience working in an organization that requires flexibility and the ability to pivot quickly.
- Experience managing stakeholder relationships and leading projects through the full research lifecycle from planning through execution to insight delivery.
- Excellent problem-solving skills and relentless attention to detail
- Proficiency in Research tools such as Optimal Workshop, Qualtrics, Ethnio, User Zoom (or similar)
- Ability to work within tight timelines, and coordinate across multiple projects with excellent project management skills
- Statistical analysis and analytical acumen to interpret, organize, and communicate insights from experiment and survey data
- Ability to understand the business impact of product and design decisions and drive meaningful product value
You will be a great fit for the role if:
- You are a compelling storyteller, able to build empathy and convey the mindset of users to the broader organization.
- You have the ability to ask, as well as answer, meaningful and impactful questions.
- You are an excellent listener with keen attention to detail.
- You show a relentless bias for action. One of your favorite things to do is to launch, learn, and iterate.
- You love collaborating with others; they should also love collaborating with you.
- You are naturally inquisitive and love solving problems.
- You embrace ambiguity.
- You learn from failure.
- You are passionate about uncovering new insights, learning about users, and understanding their behavior
- You have the ability to learn new tools and do self-guided work within a fast-paced environment.
Final Note:
We share a commitment to our Zoro values – Win & Lose Together (We prefer winning!), Take Ownership, We Are Transparent, and Aspire to be Customer-Obsessed. Everything we do at Zoro is centered around delighting our customers. It's a natural extension of our company culture and how we care for each other. We believe when we act in ways that are consistent with these values, we can solve any technical challenge that lies ahead of us. As a Zoro employee, you can expect to work with smart, energetic people, learn something every day, and be valued for your perspective.
Zoro is an Equal Opportunity Workplace and an Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.