CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.
What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.
Job Description
Customer Connect aims to deliver best in class online platforms for our customers. It is one of the game-changing initiatives (Enterprise Programmes) we’re focusing on in the next phase of our transformation to support our corporate strategy and ensure we continue to be our customers’ partner of choice.
Every day, our customers rely on our online platforms, such as myCHEP, for their operational needs – from placing orders, tracking deliveries or connecting with our teams to resolve a query. Customer Connect will transform their online experience. It will make these crucial interactions smoother, more efficient and lead to a more tailored experience delivered through upgraded, modern technology platforms.
We are looking for a Senior User Researcher who has exceptional research skills and a track record of conducting high quality strategic and tactical research to direct decision making.
You will plan and lead user research activities for Customer Connect, building user centred practices, and translating quality research insights into design, product, and organisational decisions, informing propositions and directions.
Key accountabilities of the role include:
UX Research practice
Lead and conduct a wide range of UX research initiatives, from discovery to evaluative research, using a mixed methods approach tailored for each project.
Run high quality research projects end-to-end: scoping and planning, recruiting participants, conducting the research, analysis, synthesis and reporting findings and insights, ensuring learnings are being acted upon.
Advocacy
involve colleagues and relevant senior stakeholders throughout the end-to-end research process.
Be hands on with stakeholder management and produce impactful actionable insights to inform, guide and shape design, product and strategic decisions at team and organisational level.
Function as the champion for user needs with multidisciplinary team members and beyond, making sure your insights are impactful, and the voice of the user is heard.
Collaboration
Actively lead collaboration with product, design, and other disciplines in your team to identify UX research opportunities that would bring excellent value and impact to Brambles.
Persuade colleagues and stakeholders of the value of evidence-based decision-making and the introduction of new UX research initiatives
Be responsible for documenting research findings and communicating insights across to your direct team but also across stakeholders related to your project and beyond
Experience
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Experienced in leading UX research in complex, ambiguous contexts (multiple stakeholders, unclear or changing research needs, novel environments where the users and their needs are not well understood)
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5+ experience conducting UX research with a wide range of methodologies executing to high standard, from design ethnography and contextual enquiries to tasks analysis and usability testing.
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Experience planning quantitative research, designing surveys and experiments, and carrying out data analysis using statistical techniques and software packages.
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Strong digital delivery experience working as part of agile and multidisciplinary or cross functional teams.
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Strong experience involving multi-disciplinary colleagues and stakeholders in the research journey, advocating human centred design and persuading sceptical colleagues and stakeholders.
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Experience of working in a matrix organisation
Skills
- Exceptional mixed methods research skills, understanding the balance between rigour and just enough research when appropriate.
- Experience in a wide range of UX research methodologies grounded in human factors and cognitive ergonomics.
- Good understanding of the social and technological context for product and services, aligning research to understand the changing user behaviour.
- Track-record of translating research into real impact and value
- Expert storyteller, communicating results and illustrating suggestions in compelling and creative ways to a broad and diverse audience including senior stakeholders.
Remote Type
Fully Remote
We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at [email protected].
