Contractors’ Warehouse —
Lead CX User Researcher, Home Services – Atlanta, GA

Position Purpose:

The Home Depot Home Services team is on the hunt for skilled research professionals to help shape the future of customer experience. The Lead CX Researcher manages research projects, employing both qualitative and quantitative methods to dive deep into customer behaviors, needs, and perceptions. This role will work closely with business, operations and product teams to pinpoint customer pain points and transform insights into practical solutions that elevate the overall customer experience. This position will be responsible for managing our research roadmap and driving ongoing research and customer listening efforts within Services.

Key Responsibilities:

• 10% – Collaboration – Collaborates with cross functional teams to integrate findings into strategic planning and product lifecycle. Supports ongoing squad and online initiatives to ensure our pages and content resonate with customers. Also, supports product development efforts and manages relationships with UserTesting and other research-related platforms.
• 20% – Presentation of Research – Presents critical research findings to key stakeholders. Conducts prototype testing and evaluates customer messaging to identify critical information for communications.
• 10% – Project Management – Indirectly lead and mentor a team of researchers, providing guidance and prioritization of projects.
• 60% – Research and Strategy – Creates research and usability strategy deliverables, including discovery findings, user journey maps, jobs-to-be-done, surveys and process evaluation. Leads customer journey and blue sky diary studies, conducts customer journey mapping, owns and surfaces key insights from our NonBuyer survey, and performing competitive analyses.

Direct Manager/Direct Reports:

• This Position typically reports to the Manager or Sr. Manager, Interconnected Customer Experience
• This Position has 0 Direct Reports

Travel Requirements:

• Typically requires overnight travel 5% to 20% of the time.
   

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.
   

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
   

Minimum Qualifications:

• Must be at least 18 years of age or older
• Must be legally permitted to work in the United States
   

Preferred Qualifications:

• Working knowledge of Microsoft Office Suite
• Working knowledge of presentation software (e.g., Microsoft PowerPoint)
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Demonstrated project management skills
• Ability to convey complex or technical ideas and processes in easy-to-understand terms to diverse audiences
• Excellent written and verbal communication skills
• 5+ years of demonstrable experience as a User (UX) or Customer (CX) Researcher, Usability Analyst, or similar role, with examples of research initiatives
• 2+ years leading a team of UX/CX and/or User/Customer Research practitioners. Creates research and usability strategy deliverables, including: discovery findings, user journey maps, personas, debrief documentation, screeners, testing plan, task lists and mind maps.
• Facilitate and participate in Agile UX activities such as user story maps, personas, design studios, etc. with the result to illicit ideas, assist team members with gaining shared understanding, and to align the product team and stakeholders.
• Must be able to manage time effectively by quickly prioritizing projects and by delegating to user experience resources.
• Oversee and participate in all UX/CX deliverables including but not limited to: mental models, user journeys, personas, scenarios, low & high fidelity prototypes, wireframes.
• Participates in UX/CX team project deliverables to communicate the strategy and rationale such as project plans, research, personas, concept documents, task lists, workflows, information architecture, wireframes, page maps, interaction and behavior specifications, visual design and content strategy.
• Experience working in a collaborative, cross-functional team; consistently demonstrating effective management of shifting priorities, delivering thorough work products, and meeting project deadlines
• Experience participating and facilitating customer research and usability
• Degree in Marketing, Psychology, and Interaction Design, HCI preferred or other related degree or equivalent work experience.
   

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
   

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
   

Minimum Years of Work Experience:

• 5
   

Preferred Years of Work Experience:

• 5
   

Minimum Leadership Experience:

• No previous leadership experience
   

Preferred Leadership Experience:

• 2
   

Certifications:

• None
   

Competencies:

• Business Insights
• Drives Vision and Purpose
• Nimble Learning
• Collaborates
• Manages Complexity
• Balances Stakeholders
• Communicates Effectively
• Customer Focus