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Sr. Researcher, Customer Experience

AutoNation

This is a Full-time position in Fort Lauderdale, FL posted June 22, 2022.

AutoNation Headquarters Position Summary: The Senior Customer Experience Researcher will work closely with a skilled team of user experience designers, product managers, and business stakeholders to propose, conduct, and analyze research on digital retail, competitors, and the automotive industry landscape. Throughout the research study lifecycle, the Senior Customer Experience Researcher will work collaboratively with the Director, Customer Experience Design to iterate and measure the way we learn from our customers. Organizational Relationships: Directly reports to the Director, Customer Experience Design with interaction across the organization. Job Responsibilities: Demonstrate behavior consistent with AutoNation’s vision, mission, and values in all interactions with customers and employees. Build strong partnerships with product and design leaders to deeply understand when and where research can accelerate time to value, uncover opportunities, and reduce product risks. Create research proposals and detailed roadmaps based upon product phase, web analytics, and timeline. Better understand users and their needs and develop personas, journey maps, and service blueprints. Provide insights on product design and strategy by conducting both formative (e.g., ethnographic research, contextual interviews) and evaluative (e.g., remote sessions, usability tests, surveys) research. Conduct analysis of competitor customer experiences and report learnings to internal stakeholders. Build and maintain a repository of research themes and ideas to test. Bring in new tools to learn and measure impact of customer experience. Apply strong analysis and synthesis skills to tell story through data. Qualifications: Bachelor’s degree in Human Factors Psychology, Cognitive Psychology, Human-Computer Interaction, Experience Design, or equivalent work experience. Minimum 5 years leading end-to-end (study design, test creation, recruiting, moderation, analysis, reporting) research projects with demonstrated impact. Expertise in end-user data collection involving complex web and mobile software applications and understands: 1:1 task-based testing/in-depth interviews Remote moderated and un-moderated testing Focus groups Persona research and survey creation Prototype testing and desirability studies Iterative discovery / formative testing Portfolio that includes examples of leading strategic research with significant business outcomes and the creation of long-term research plans. Experience with UserTesting, Dynamic Yield, Google Analytics, and other research and testing tools are desirable. Ability to handle multiple projects and consistently deliver milestones on time. Familiarity with Adobe Creative Suite is desired, but not required. Strong analytical and critical thinking with an attention to accuracy and detail. Excellent written and verbal communication skills. Must meet AutoNation’s requirements for employment. Physical Requirements: Standard office environment The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform job related tasks other than those specifically presented. Company Overview As America’s largest and most recognized automotive retailer, AutoNation is transforming the automotive industry through its bold leadership, innovation, and comprehensive brand extensions. We are committed to hiring driven, diverse Associates and supporting them in growing their career within AutoNation. We offer paid training, competitive pay & benefits and a culture that believes in investing in our Associates’ professional futures. With over 315 locations from coast to coast, AutoNation has an opportunity for you. We’ve sold over 13 million vehicles, the first automotive retailer to reach this milestone. Our success is driven by our commitment to delivering a peerless Customer experience through customer-focused sales and service processes. We believe deeply in giving back, and every car we sell helps to raise cancer research and treatment awareness with a Pink Plate. We have proudly raised over $25 million dollars to drive out cancer, create awareness, and support critical research. Benefits Click here to learn more about our Benefits. Join us as we pave the way to moving our company, our communities and our industry forward. Apply today at a location near you or wherever you dream the road will take you. AutoNation is an equal opportunity employer and a drug-free workplace.As America’s largest and most recognized automotive retailer, AutoNation is transforming the automotive industry through its bold leadership, innovation, and comprehensive brand extensions. We are committed to hiring driven, diverse Associates and supporting them in growing their career within AutoNation. We offer paid training, competitive pay & benefits and a culture that believes in investing in our Associates’ professional futures. With over 315 locations from coast to coast, AutoNation has an opportunity for you. We’ve sold over 13 million vehicles, the first automotive retailer to reach this milestone. Our success is driven by our commitment to delivering a peerless Customer experience through customer-focused sales and service processes. We believe deeply in giving back, and every car we sell helps to raise cancer research and treatment awareness with a Pink Plate. We have proudly raised over $25 million dollars to drive out cancer, create awareness, and support critical research. Benefits Click here to learn more about our Benefits. Join us as we pave the way to moving our company, our communities and our industry forward. Apply today at a location near you or wherever you dream the road will take you. AutoNation is an equal opportunity employer and a drug-free workplace.
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