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Director, User Experience Design

Country : USA USA

State : New York

Town : New York

Category : Design

Contract type : Permanent

Availability : Full time

Company presentation

Macy's is proudly America's Department Store. For more than 160 years, Macy's has served generations at every stage of their lives. Customers come to us for fashion, value and celebration. Now is an exciting time to join Macy's, Inc. The face of retail is changing, and change requires innovation.
Macy's is the largest NYC based digital retailer and has driven more than ten consecutive years of double-digit growth. We're building a new type of customer-centric shopping experience - at the intersection of content, commerce, and technology - to help customers find and buy products they love.
Do you want to collaborate with a smart and talented team in a fun work environment? This is a unique opportunity to join an established company that is investing in development and growing digital business at scale. Gain first-hand experience defining the future of online and physical commerce. With a constant influx of exciting and challenging problems to solve - you'll never have a boring day at the office. We also offer many roles with the freedom to build and lead a team. Join Macy's Digital to grow your career and help shape the future of an iconic brand

Job description

Macy's Inc. seeks a passionate, team-oriented Director of User Experience Research to join its Customer Experience organization to play a key leadership role in overseeing all user research for Macy's.com, Macy's app, and Macy's retail stores. The Director of User Research will be responsible for leading user research for key initiatives across business units, and will manage of team of User Researchers that inform user experience design decisions to realize Macy's strategic vision. The Director of User Research will apply their strong understanding of customer needs with an equally deep understanding of business goals to champion solutions that deliver value to Macy's business and customers. The Director of User Research will manage our on-site testing lab as well as 3rd party vendors and contracts. Candidates should have a minimum of 10 years of experience researching across digital channels, including at least 5 years leading and managing research teams. Strong candidates should possess a proven track record of leading and developing world class user research teams in a fast paced collaborative team environment, working and influencing in a cross-functional context, and advocating research and data to inform the design of the experience. The Director of User Experience Research will draw on experience to build relationships and maximize the output of the team. The candidate is responsible to perform other duties as assigned. This position reports to the Vice President of User Experience Design.
Essential Functions:
Strategic Management
- Leads strategic user research across channels (Macy's.com, Macy's app, retail stores).
- Partners with product management and technology, and develops strategic user research for assigned domains (business units) that aligns to Macy's overall strategic vision for assigned domains.
- Partners with product management and defines user success metrics for assigned domains, including business goals and user needs for assigned domains. Partners with product management and customer data teams (e.g. consumer insights, analytics, etc.) to discover unmet user needs and defines strategic user success metrics for assigned domains. Partners with user experience design team to incorporate user research into user experience designs.
- Evangelizes strategic user research and the importance of user research across the company, and acts as spokesperson and representative to senior management and outside departments, advocating for user research involvement across all customer touch points.
- Serve as a subject matter expert and thought leader on user research across the company as well as the broader research community (e.g. presenting at conferences, writing articles, teaching, etc.).
Execution Management
- Leads user research activities for projects across channels.
- Oversees the user research performed by the user research team and ensures user research findings are shared with user experience design teams. Partners with the user experience design team to ensure user research is incorporated into user experience designs and that user needs (as measured by user success metrics) are met.
- Partners with executives, product management, technology, customer data teams (e.g. consumer insights, analytics, etc.) to define user success metrics for projects within assigned domains.
- Partners with product management and technology, and ensures that user research is delivered on time, on strategy, and on budget.
- Develops and refines user research processes that best support strategic alignment, speed, and efficiency of operationalizing user research for projects and the overall UX department.
People Management
- Leads and manages a team of user researchers.
- Hires and retains top talent. Responsible for performance management of team members.
- Responsible for staffing resources for projects and ensures project deadlines are met by team members.
- Ensures that the user research team's skills and staffing assignments are strategically aligned to project needs.
- Manages consultants and vendor relationships as needed.
- Develops the skills of user research team members to support business needs and individual career aspirations. Develops talent through coaching and mentoring, and provides support and guidance to user research team.
- Ensures team is trained on Macy's processes, methodologies, standards, and engagement models.
- Regular, dependable attendance & punctuality.

Profile

- Bachelors degree in Human Factors, HCI, Cognitive or Experimental Psychology, Sociology, or related field.
- Minimum 10 years user research in all areas of user research (design research, market research, quantitative research) across consumer mobile applications, websites, or retail stores with at least 5 years managing a user research team.
- Deep knowledge of implementing a variety of research methods (e.g. guerilla testing, rapid ethnography, contextual. Inquiry, focus groups, surveys, online remote testing, lab observation/logging tools such as Morae, concept testing, usability testing, A/B or multivariate experimentation testing, etc.).
- Must have a strong research portfolio that clearly demonstrates using a variety of research methods to drive decision making in an organization.
- Ability to effectively share technical information, communicate technical issues and solutions to all levels of business
- Able to juggle multiple projects - can identify primary and secondary objectives, prioritize time and communicate timeline to team members
- Ability and desire to take product/project ownership
- Ability to think creatively, strategically and technically
- Ability to work a flexible schedule based on department and Company needs.
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