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RRD Marketing Solutions is an analytics-driven, multi-channel, customer engagement firm. We are currently looking for a User Research Strategist & Account Manager to join the team. This person will oversee marquee research accounts, contribute strategic thought leadership and lead the project team to successful delivery. The candidate must have demonstrated experience effectively managing clients and people with a drive to create outstanding customer experiences. He/she will have deep prior user research experience, empathy and passion for the field of usability and user experience.

RRD is an EEO/AA including Vets and Disabled Employer

Required Skills

  • Manage, foster and grow assigned research and user experience accounts, including providing strategic guidance and working with project teams to exceed expectations through effectively delivering customer experience projects

  • Work effectively with user research leads, recruiting managers and project teams to produce deliverables with exceptional accuracy and quality on time and on budget

  • Manage and lead customer experience projects utilizing the following methodologies (or other appropriate methodologies) within the research and customer experience discipline:

  • Formal (lab based), remote, iterative, comparative and competitor usability testing

  • Lab based, remote and completely mobile eye tracking studies

  • Heuristic Evaluations & Competitor Assessments

  • Information Architecture, Card Sorting & Task Analysis

  • Contextual Inquiries & Ethnographic Research

  • User Personas

  • Customer Journey Maps

  • One-on-One Interviews (IDIs), Focus Groups & Surveys

  • Online Research

  • Lead sales efforts including identifying appropriate methodologies, producing work estimates, creating proposals and SOWs, conducting remote and client-facing presentations, and independently closing sales

  • Be knowledgeable of and educate prospects and clients with the breadth and depth of RRD Marketing Solutions offerings.

  • Serve as an expert within the research and customer experience discipline and be able to clearly articulate RRD Marketing Solutions key differentiators as it relates to user-centered design and customer experience and explain our approach

  • Help educate client and internal staff on user research, market research, usability best practices, and be an advocate of the Research & Customer Experience Group

  • Help build RRD Marketing Solutions research and customer experience processes, structure, service offering and methodologies

    Required Experience

  • Superior verbal, written, presentation, and interpersonal communication skills, demonstrated ability to motivate, support and understand different project teams; pleasant, professional demeanor

  • Have advanced understanding and awareness of usability, user research, market research and UCD methodologies

  • 8-10 years of experience in the field of usability and user research

  • Some evenings required (for research studies, client engagements); Travel as necessary

  • Five years’ experience minimum of demonstrated expert facilitation of usability testing, in-depth interviews, focus groups and other methods of research

  • Bachelor’s degree in User Experience, HCI, Psychology, Marketing or a related field required; Advanced degree preferred

  • Experience within the natural sciences in any setting and/or Bachelor’s degree in Chemistry or Biology is a plus

  • Prior agency or consulting experience strongly preferred

  • Passion and dedication to building better customer experiences

  • Fit the RRD Marketing Solutions culture: honesty; hard work; team-focused