At Delta, our Digital Experience Team is the driving force behind shaping cohesive and impactful digital journeys. We are committed to human-centered design to address the dynamic needs of today’s users while advancing future possibilities. Our approach involves transitioning from individual skill teams to collaborative Design and UX teams with a continued focus on design excellence that sets the bar for digital experiences and inspires product and teams at Delta. We are inviting top-tier talent to join us in this journey to drive the creation of exceptional digital experiences for our customers and employees.

We are seeking a Senior User Experience Researcher to join Delta’s Digital Design and UX team. The role will oversee research initiatives that support digital product strategy, focusing on understanding the needs, attitudes, and behaviors of end users to enhance the overall user experience and drive engagement across Delta’s digital products, including both employee and customer-facing channels.

This person will be responsible for designing, executing and presenting user research insights and recommendations to the Digital Experience organization, internal, and external stakeholders. It is important that the candidate has a professional, confident, and polished demeanor; is outgoing, articulate and passionate about user research; and able to work well with large product teams. The person in this role will lead Director level meetings and should be able to present research findings and recommendations in a clear manner.

Responsibilities:

• Coordinate with product, UI/UX design, design agency, and other stakeholder teams to execute upon the strategy to drive a best-in-class digital user experience.
• Collaborate with internal and external stakeholders to define and prioritize user experience research objectives, develop user research plans.
• Design, conduct, moderate, and analyze user research studies, including but not limited to lab-based and remote usability studies, heuristic evaluations, surveys, navigation testing, eye tracking, benchmark analyses, A/B testing, and online customer panels.
• Run multiple concurrent user research related projects, effectively managing competing priorities.
• Present research findings with clear, actionable implications, and communicate design best practices to stakeholders and senior leadership across the organization. Ensure insights are synthesized into concise, actionable recommendations that tell the user’s story.
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• Create and maintain relationships with vendors and other external business contacts.
• Train and mentor new members of the team, including those with no prior user research experience.
• Act as a subject matter expert for usability perspective within the team, evaluating new and existing experiences and applying known principles across these experiences.
• Follow how the industry is transforming, staying up to date on UX research best practices. Always looking for ways to improve the research and the deliverables.
• Be the voice of our users providing recommendations to ensure we are creating data-driven user-centered digital experiences.