Customer Experience Manager

2 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Byggfakta UK Group Full time
Job Description

As the Customer Experience Manager, you will be responsible for leading a team of UX Researchers based in multiple locations across the globe. You will be part of Hubexo's centralised UX/UI governance team, where your role will help define our processes and procedures around ongoing customer interaction.

Key Responsibilities:

  • Leading UX research and testing by defining the long-term vision and strategy for customer engagement.
  • Establishing principles and best practices to guide the development of user-centered products and services through customer research.
  • Facilitating the implementation of UX processes and guidelines within the overall product development process.
  • Ensuring frequent customer interaction and testing throughout the product development lifecycle.
  • Assisting in the delivery of the Product Management team's short and long-term strategy.
  • Leading and guiding UX Researchers across multiple regions, platforms, and workstreams.

Requirements:

  • A strong background in research, customer testing, and validation.
  • Extensive experience managing a team of research professionals.
  • Broad knowledge and experience of qualitative and quantitative research techniques.
  • Strong people management skills, ability to get the most out of the research team, and develop new modes of thinking.
  • Good business and commercial understanding, ability to link research to business goals.

Tools and Technologies:

  • Figma
  • Dovetail
  • Hotjar
  • Heap
  • Google Analytics
  • Adobe Creative Cloud
  • A-Ha
  • Jira

Collaboration and Communication:

  • Collaborate and work closely with centralised UX team colleagues, including VP UX/UI Design and the Global UX Lead.
  • Own the Hubexo UX research guidelines, processes, and associated policies.
  • Ensure the consistent implementation of the Research function.

What We Offer:

  • A dynamic and fast-paced work environment.
  • Opportunities for professional growth and development.
  • A collaborative and supportive team culture.

Apply Now:

If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information].

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