Customer Research & Insight Manager

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Purpose

As the Hubexo Customer Research & Insight Manager, you will be responsible for leading a team of UX Research specialists based in multiple locations across the globe in testing, validating and analysing customer insight and feedback across the whole end-to-end product management and delivery process.

Reporting to the VP UX/UI Design, you will be part of Hubexo's centralised UX/UI governance team where your role will help define our processes and procedures around ongoing customer interaction. You'll be responsible for overseeing all customer interaction and validation across our global company; from supporting new initiatives, to validating features in design and development, and frequently measuring the success of our products across the whole construction lifecycle.

Your primary activities include:

• Leading out all UX research and testing by defining the long-term vision and strategy for customer engagement.
• Ensure activities align and support the business objectives and goals.
• Establish principles and best practices to guide the development of user-centered products and services through customer research.
• Facilitating the implementation of UX processes and guidelines within the overall product development process and ensuring your team output is delivered in line with these guidelines. This includes establishing survey and research methodologies, metrics, samples and frequencies to deliver a robust and statistically valid measurement of customer experience.
• Accurately and effectively represent the 'Voice of the customer' at all forums.
• Establish and implement processes around accurately reporting upon and feeding back research and validation findings to Senior Management, Stakeholders, Delivery Managers, Tech Leadership and Product Development Teams.
• Ensure frequent customer interaction and testing throughout the product development lifecycle.
• Assist in the delivery of the Product Management team's short and long term strategy.
• Leading and guiding UX Researchers across multiple regions, platforms and workstreams. Identify areas of growth and supplement the team where necessary.
• Work with Product Management and Technical Delivery colleagues to identify opportunities to interact with customers and promote a proactive environment for open communication with customers by all colleagues.
• Identify opportunities to increase our interaction with customers.
• Ensure necessary validation and research is completed to ensure initiatives are successfully adopted and built with the customer in mind.
• When necessary, assisting in the creation of research assets to support testing or development, such as personas, user flows or other supportive material.
• Coaching UX Researchers to improve their skills through 1:1 mentoring, team sessions or external training opportunities. Facilitating the career growth and training needs of the UX Researchers.
• Upholding a strong UX culture and promoting this across the wider company.

You will spend time coordinating work with Senior Management, Stakeholders, UX Designers, Product Managers & Owners, Technical Leads and others embedded in Technical Delivery teams, helping to deliver against product development targets.

This role is important in enabling the company to deliver high quality, consistent and engaging user experiences across web, mobile and desktop software.
People & Resources

Staff: The Customer Research & Insight Manager will be responsible for leading a group of UX Researchers based in multiple locations across the globe.

Resources: Figma, Dovetail, Hotjar, Heap, Google Analytics, Adobe Creative Cloud, A-Ha, and Jira.
Key Responsibilities

• Collaborate and work closely with centralised UX team colleagues, including VP UX/UI Design and the Global UX Lead.
• Own the Hubexo UX research guidelines, processes and associated policies that are managed in centralised UX.
• Ensure the consistent implementation of the Research function, including establishing survey and research methodologies, metrics, samples and frequencies to deliver a robust and statistically valid measurement of customer experience.
• Increase collaboration of teams and departments through sharing of findings via high-quality and consistent reporting methods, ensuring your research sets the direction for our product development initiatives.
• Collaborate with Product Managers, Product Owners, Technical Managers, UX Designers, Marketing and other stakeholders to guide testing and research activities.
• Drive consistency, efficiency and quality of our customer interaction.
• Manage and lead your team, setting clear short and long term goals whilst assessing team and individual performance.
• Mentor, coach, motivate and continually challenge individuals to reach their full potential.
• Develop strong working relationships with stakeholders and manage their expectations.
• Act as a key point of escalation to help quickly remove project, design, process or business blockers preventing teams from meeting their commitments.
• Collaborate with partners and external suppliers where appropriate.
• Drive a customer-centric approach across the designers and developers.
• Remain up to date and competent with the latest tools and practices in UX & Research.
• The job holder may also be asked to undertake other duties outside of this job description that are commensurate with their skills and experience, including tasks delegated management staff.

Measures of Success

• Establish a set of processes, guidelines and ways of working relevant to Research, customer testing and validation across Hubexo
• Research, customer testing and validation is carried out frequently at all stages of the development and product lifecycle.
• Regularly drives continuous improvement across the research team.
• Ensures all UX research colleagues apply a consistent approach to customer interaction, delivering against targets.
• Performance reviews are held and completed on time.
• Development plans are in place and delivered for team members.
• Serious risks and issues are highlighted to VP UX/UI Design in a timely manner with suggestions for resolution.

Our values

Value

Dream big

• Embrace ambitious goals and strive to exceed expectations, every day

Thrive together

• Collaborate, communicate, and celebrate success

Own it

• Take ownership of your work and empower yourself to make a difference

Do the right thing

• Stand firm in your values and let integrity guide your actions at every turn

Technical/Job Skills, Qualifications and Experience

• A strong background in research, customer testing and validation.
• Extensive experience managing a team of research professionals.
• Degree / Equivalent Experience, and ideally, a research qualification
• Broad knowledge and experience of qualitative and quantitative research techniques
• Strong people manager, ability to get the most out of the research team and develop new modes of thinking
• Good communicator, able to work with people at all levels within and outside Hubexo, engage and persuade key stakeholders and senior management.
• Good business and commercial understanding. Ability to link research to business goals.
• Awareness and understanding of modern marketing best practice
• Knowledge of research good practice and legislation
• Ability to carry out research, systematically and without bias
• Able to condense findings, interpret data and deliver actionable insights
• Ability to recommend action and work with others to see these through
• A solid understanding of the core UX principles such as UX Design, UI Design and UX Research.
• Experience working with and managing multiple stakeholders both internally and externally with the ability to prioritise often conflicting requirements, escalate issues and drive to resolution.
• Experience in agile ways of working.
• Comfortable challenging the norms whilst being passionate and visionary about users.
• Excellent written and verbal communication: for presenting your ideas and communicating every aspect of designs to the relevant stakeholders.
• Flexible and adaptable to a fast-changing environment.
• Strong grammar and writing ability
• Adept at delivering presentations and webinars
• Pragmatic - ability to recommend the most appropriate methods
• Strong ability to plan, prioritise and manage expectations
• Construction industry knowledge and understanding of the needs of our market is desirable.