Senior User Researcher

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Nivoda is an extremely fast growing B2B marketplace revolutionizing the way the global diamond industry operates. Nivoda connects buyers and sellers of diamonds on its online platform and facilitates the most transparent, efficient, and cost-effective way to sell and buy diamonds.

Since launch in 2017, Nivoda has grown to a team of 400+ employees worldwide and has remained true to its founding mission: build the trusted global marketplace for the jewellery industry by delivering modern tools and quantitative ROI.

Who we need

We're looking for a highly capable User Researcher to help us deeply understand our retail partners' experience of buying and selling gemstones and jewellery. This includes examining their end-to-end experience of using Nivoda and identifying new areas where we can help jewellers to be more efficient and increase sales.

The research remit includes every aspect from strategic generative/discovery work and concept testing through to usability testing and reviewing analytics. You'll work very closely with product managers, designers, engineers and the sales/commercial teams to ensure market fit for new products and optimise those that already exist.

This fully remote position will require online meetings with jewellers - and their development teams for SaaS products - in the USA and other key territories. You'll involve the Product/Design/Engineering teams in every step of the process to enhance their understanding of, and empathy for, our retail partners.

In addition to the standard methodologies of interviews, surveys and usability testing, you'll use the Jobs to be Done framework (ODI and Switch) and longitudinal methodologies to discover our retail partners' goals and frustrations - and how our products fit into their ways of working. You'll supplement research reports with strategic deliverables such as goal-based archetypes, journey maps and value proposition canvases to help the Product team with product development and generate customer empathy across the wider business, too.

This is an excellent opportunity for an experienced critical thinker who firmly believes in using data to drive product design.

The role will appeal particularly to a researcher who wants to:

• deliver high quality work on a variety of B2B projects, including SaaS, using a range of methodologies and mixed methods research
• run strategic projects to create and optimise products while developing empathy for customers across the business
• be the third user researcher in the company and play a key role within the Product and Design teams
• shape the future of research at Nivoda

What you'll do

• Work with experienced engineers, product managers, senior designers and commercial teams in a successful tech company to inform the direction and execution of digital products, including SaaS
• Use the Jobs to be Done framework to map out customer goals and communicate this effectively to Product team and wider business
• Conduct qualitative and quantitative user research (including mixed methods) using a variety of methodologies such as:
  • field studies
  • one-to-one interviews
  • remote and in person usability testing (moderated and unmoderated)
  • surveys
  • diary studies
  • using analytics /SQL to drive decision making
• Manage all aspects of user research projects including recruitment, session scheduling, session moderation, presentation of findings and organising incentives
• Communicate your findings and recommendations by writing and presenting persuasive and authoritative reports, presentations, archetypes etc.
• Make meaningful recommendations considering customer insight, business objectives and technical limitations
• Democratise user research by teaching best practices across the Product team and wider business

What you'll need

• A deep understanding of the theory that underpins user research, including relevant principles of psychology
• This could be from a university degree or Masters in a related field (e.g., Human-Computer Interaction, Psychology, Sociology), or training at a well-respected boot camp
• 4+ years' experience, ideally with experience of working in the B2B tech/e-commerce sector (SaaS research would advantageous to demonstrate you can conduct research with developers, as well as those with no technical background)
• Practical experience of field studies, the JTBD framework, diary studies, depth interviews, surveys, usability testing
• You should be able to demonstrate:
  • how your work has positively impacted the companies you've worked for
  • your passion for understanding people in order to design better products and services for them
• Top-tier written and verbal communication skills
• An ability to create rapport and build relationships with the people you work with across all cultures and levels of seniority
• A collaborative self-starter with excellent time management skills
• Adaptable and resilient: you are comfortable with ambiguity and can make decisions with incomplete information. You remain calm under pressure and can work in a dynamic, fast-moving environment.

What you'll get

• A dynamic working environment in an extremely fast-growing company
• Fully remote working
• An opportunity to help shape the future of the research team
• Cross-team collaboration with teams around the world
• Training on the job
• Unlimited holiday