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United Airlines Associate Researcher - Digital Products in Chicago, Illinois

Description

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Digital Products and Analytics

This Digital Products and Analytics department consists of merchandising, digital marketing/personalization, data insights and optimization, visualization, UX digital products, data analytics, and more.

About UX Research and the role

At United our mission is to connect people to connect the world. We agonize and take pride in the products and experiences we build to achieve that mission by crafting user-friendly and user-focused experiences. The Digital Products User Research team is part of United Digital team and works across many types of of initiatives at United to more effectively and efficiently deliver products and experiences that fulfill user needs.

In addition to conducting primary research, we also enable other United (engineers, product managers, designers, operations, etc.) to learn and apply research skills to global problems. You will play a role in shaping how we build research as a core competency across United and define how we put users first when conducting research.

As an associate researcher, you will be working directly with product, engineering, and design teams. This is a full-time role based in Chicago, Illinois or remote in North America. This would be an excellent opportunity for a seasoned qualitative researcher who is interested in building and applying their craft.

You will:

Support the daily functions of the research team including documentation management, process establishment, outreach within the organization, and additional functions as needed

Lead critical research efforts and conduct complex multi-phase, mixed-method studies that deepen our understanding of the user experience and drive product strategy

Work in a highly collaborative fashion as a strategic partner to business leads, product managers, designers, and engineers to define both the long-term strategy and the short-term tactics for our products by grounding these decisions in user needs and insights

Prioritize research needs and approaches across multiple work streams to work on the right project, scale, and scope at the right time and ensure impact by delivering actionable insights

Enable others to learn and apply research skills by building research programs, platforms, and toolkits that empower them to conduct tactical research

Partner closely with other researchers to build out United’s research practice and infrastructure.

Proactively identify needs for user research and usability studies

Synthesize and analyze research results and communicate those findings to a broad stakeholder audience

Disseminate research insights to evolve and enhance Stripe’s understanding of user needs and identify innovative opportunities to meet those needs.

Collaborate with stakeholders to help translate research insights into actionable results

Job overview and responsibilities

The Associate Researcher - Digital Products will be an integral part of the research team with a focus on conducting customer research to inform the customer experience. They will work to create a best-in-class customer experience for United’s interactive, digital touchpoints, including United.com, the United mobile application and airport kiosks.

  • Lead and support efforts to develop and execute research plans, recommend specific methodologies and report findings to inform design development

  • Partner with business stakeholders, product owners, and UX designers to understand research requests and recommend appropriate research methods

  • Lead all aspects of qualitative research studies, including research design, research moderation and reporting

  • Synthesize and analyze research results and communicate those findings to a broad stakeholder audience

  • Conduct expert and heuristic reviews, as well as competitive analyses

  • Proactively identify needs for user research and usability studies

  • Collaborate with stakeholders to help translate research insights into actionable results

  • Support the daily functions of the research team including documentation management, process establishment, outreach within the organization, and additional functions as needed

You may be a fit for this role if you have :

  • At least 1 year working in a user experience related role, specifically supporting or leading user research

  • Experience working with cross-functional teams, including technology and marketing

  • Must have some knowledge of industry standard user testing and survey tools (e.g. User Testing, Survey Monkey, User Zoom, Qualtrics, etc)

  • Knowledge of usability and user experience research tools and techniques (e.g. usability testing, field research, heuristic reviews, benchmarking, card sorts, lo-fidelity prototyping methods, etc.) and methods for group facilitation and consensus building

  • Experience with remote methodologies and adapting research activities to a remote environment a plus

  • Working knowledge of the Adobe Suite, Sketch, InVision, or other UX design and prototyping tools

  • Strong project management, negotiating, communication, critical thinking, and problem-solving skills

  • Strong verbal and written communication skills

  • Must be able to work independently as well as in a team setting

  • Must be detail oriented and able to manage multiple projects simultaneously

  • Experience and knowledge of usability testing with customers with disabilities a plus

  • Experience working in eCommerce or other online retail space

  • Flexible and able to adapt in fast-paced, rapidly changing environment

  • Must be legally authorized to work in the United States for any employer without sponsorship

  • Successful completion of interview required to meet job qualification

  • Reliable, punctual attendance is an essential function of the position

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 47 Technology/IT

Function: Information Technology

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled

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