UX Researcher at MultiChoice

Reports to

• SM: UX & Design

Direct Reports

• Division
• Connected Video
• Department
• CV Product Development
• Key Customers

Internal

• DStv Now and Showmax Product Development Teams

External

• Solution providers and partners
• Customers and potential customers

Purpose of the Position:

• To conduct UX research for Connected Video Products and Services.
• To handle day to day UX research activities including recruitment, planning and coordinating usability tests, observing and running of tests, documentation of insights, reporting and presenting outcomes to stakeholders.
• To support the UX team by maintaining an up to date view of our users’ digital video habits, behavior’s and needs.
• To support the UX research lead in achieving research goals.

Key Performance Objectives
Tasks

 Consulting

• Conduct UX research for Connected Video Products and Services.
• Design studies that address both user behavior and attitudes.
• Conduct research using a wide variety of qualitative methods, subset of quantitative methods (i.e. surveys), and interpret analysis through the lens of UX, HCI, and social science.
• Recruit participants and assist UX designers in running user testing studies.
• Generate insights, that both fuel ideation and evaluate designs.
• Create sound recommendations after each stage of testing and ideation based on research and user observations.
• Research market, customers and potential customers to keep an up to date view of digital video habits, behaviors and user needs.
• Generate profiles to be used in the creation of empathy maps and personas.
• Work on multiple projects at one time, using strong communication skills to manage time and expectations appropriately.

Stakeholder Management

• Work cross-functionally with UX designers and product management.
• Support our UX research lead on studies and assist in achieving research goals.
• Work with product leaders to prioritize research questions based on analysis of current knowledge, project goals, identified risks, and project impact. Identify best method or mix of methods to address research questions, with consideration for timeline and resources with minimal guidance.
• Advise UX design team and product managers on research opportunities and best practices at all stages of an agile product development process.
• Build strong stakeholder relationships, effectively communicate with senior managers and experience analysts to make decisions based on a strong understanding of business, customer and design tradeoffs.
• Participate in team activities and team planning with the aim of improving team skills, awareness and quality of work.
• Present results from usability tests and other user research to project teams.
• Monitor statistics and analytics (such as Google Analytics) across sites with an aim of obtaining a better understanding of user behaviour and improving user journeys.
• Actively work on improving user experience and engagement across all our sites and products.
• Participate in team activities and team planning with the aim of improving team skills, awareness and quality of work.
• Evangelise good user experience, demonstrating measurable value to other team-members and stakeholders, and encouraging a culture of UX.
• Foster a healthy tension between stakeholders, encouraging discussions that take into account business needs, user needs, and what is possible.

Qualifications

• B.A/B.S. in Anthropology, Psychology, Social Science or a related field or equivalent (3 - 5 years) experience.
• HFI CUA beneficial.

Experience

• 2 – 4 years’ experience in research, media research, customer care, customer experience or related field.
• Comprehensive knowledge in a variety of industry-centric qualitative research methods, such as semi-structured interviews, contextual inquiries, usability studies, diary ethnographic studies, unmoderated remote studies, paper prototyping, surveys, A/B testing and Card sorting.
• Demonstrated ability to plan and conduct research in close collaboration with people in a variety of roles, including design, technology, and product management.
• Knowledge of quantitative, behavioral analysis, and statistical concepts.
• Experience with survey research (questionnaire design, sampling, analysis).
• Ability to ask, as well as answer, meaningful and impactful questions.
• Ability to clearly, concisely, and persuasively communicate your findings, verbally and in writing.
• Understanding of qualitative analysis and reporting methods suitable for the fast pace of industry; ability to quickly shift the methodology and scope of research projects to meet short deadlines while collecting the best possible data and delivering actionable results.
• Experience in creating user testing scripts and leading testing sessions.
• Experience creating UX test protocols, specifications and presentations.
• Good understanding of UX and UCD design principles.
• Experience working with Agile processes.

Technical Competencies (List the key technical competencies)

• UX design
• Research + testing
• Market awareness
• Concept presentation
• Communication and negotiation
• Report writing
• Assertiveness
• User empathy

Behavioral Competencies (List the key behavioral competencies)

• Relationship Building
• Decision Making
• Critical Appraisal
• Analytical Thinking
• Persuading & Influence
• Active Listening
• Perseverance, good work ethic and initiative.