Research Manager

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Role Summary:
The Research Manager role reports up through The Customer Office within the Employee Experience – Product and Strategic Research team. We represent the Voice of the Employee, and are customer obsessed. We live this by creating meaningful experiences that advocate for both customers and employees throughout the enterprise. Our team commits to the pursuit of co-experienced learning to build a continuous and collaborative relationship with experience design and product technology teams by striving to learn on behalf of the enterprise, and empower everyone to learn.

The Research Manager is a people leader that serves as a practice expert to mentor, educate, collaborate, and evolve the In-Store Retail and Services product technology experience by advocating for the employee (and customer). This role will be accountable for the research work moving through an assigned product space that aligns with supporting employee-driven needs.

This role and their team will work closely with leadership and cross-functional stakeholders, as well as other areas of the enterprise, to create and implement an employee-driven product technology and strategic research process. The Research Manager will be accountable for ensuring In-store Retail and Services employee experiences are backed by research and human-centered best practices.

Key Responsibilities:
1. Be the voice of the employee (and customer) in the room: Expert in qualitative research methods in the correct sequence to enable projects that span discovery through validation
Advocate with confidence for employee needs, wants, expectations
Demonstrates an understanding of how design impacts team and corporate business goals by actively working to ensure that design activities support these goals. Effectively tying customer needs to business goals when communicating with business stakeholders
Accountable for the translation and the analysis from competitive research around employee (and customer) needs into actionable insights around employee (and customer) needs
Intellectually curious by not just asking “what and how” but “why” and “what else”
Conduct user research (as needed) working closely with design and product stakeholders
Demonstrate innovative problem solving for complex and large-scale projects
2. Build, develop, and lead a team of highly-talented researchers: Responsible for leadership, mentorship and coaching for all members of the team
Accountable for allocating the appropriate resources to fill portfolio and product research needs
Provides team guidance and is a robust knowledge source around research best practices
Support research resources to ensure methodologies are sound and can be articulated appropriately
Lead by example in creating a positive and supportive team environment that encourages collaboration, innovation and empathetic discussion
Contribute to the community of practice for research disciplines through providing feedback and guidance to team members of research discipline within the Research Center of Excellence
Work with Research Leadership and broader Experience Team to ensure needs of research team are being met and uncover new ways to operationalize the way the team is working
Experience:
1 years of experience in a people management role within a research or experience design team setting
4 years experience conducting research for digital design organizations or related field
Expert knowledge of user research principles, methodologies and deliverables
Strong knowledge of human-centered best practices and implementation of such in an enterprise setting
Strong knowledge of wide variety of research methods and what knowledge will yield from method
Preferred Experience:
5 years of experience in a user experience or related role
2 years of experience working in ecommerce or other large, multi-channel environment

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