Associate Director of User Research

Rightpoint, a Genpact company (NYSE: G) is a global experience leader. Over 700 employees across 12 offices work with clients end-to-end, from defining and enabling vision, to ensuring ongoing market relevance. Our diverse teams lead with empathy, data and creativity—always in service of the experience. From whiteboard to roll-out, we help our clients embed experience across their operations from front to back office to accelerate digital transformation through a human-centric lens. Rightpoint has been recognized among the top customer experience consultancies in The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020.

Are you someone who wants to inspire change in the way business is done? Do you want to work with encouraged and like-minded intrapreneurs? Us too! We take our work very seriously, but we have fun doing it. And we’re searching for passionate, talented people to join the Rightpoint team.

Our Commitment to You

No matter who you are, where you come from, who you love, what you believe, or what you get excited about, we bring people together to make phenomenal work. That's what makes us Rightpoint!

What You’ll Be Doing and the Impact You’ll Make

The Associate Director of User Research will be responsible for generating and applying human-centered insights to customer experience strategy and design. They will play a critical role as subject matter expert in evaluative research methodologies at Rightpoint, helping to bring excellence, rigor, and consistency to our work with clients. Ideally, they will have experience in working closely with product and design counterparts to deeply understand the people we’re designing for. Work closely with client and project stakeholders to understand business goals and challenges

• Work closely with client stakeholders to understand business goals and challenges
• Define research questions and methodological approach 
• Lead the execution of design and user research programs, including data collection, analysis, and synthesis of results
• Work with the Research Practice Lead to establish the User Research Center of Excellence, an internal resource and community to bring rigor and consistency to work grounded in evaluative approaches
• Develop junior teammates focused on user research through direct collaboration on projects and ongoing mentorship
• Author thought leadership content for publication externally and represent Rightpoint at relevant industry events and conferences
• Collaborate with teammates in the Business Design practice (including Strategy, Analytics, Service Design and Change Management) to contribute to business development opportunities

What We’d Love To See:

• Expertise in concept testing methods to drive product strategy and development, such as Kano analysis 
• Expertise in formative and summative evaluation methods throughout the project lifecycle 
• Expertise in moderated and unmoderated usability testing, including both qual and quant approaches 
• Expertise in designing test plans and approaches for card sorting, tree testing, and other usability-focused methods
• Experience with developing actionable consumer segment frameworks (such as personas, archetypes, or jobs-to-be-done) 
• Experience with facilitating the development of visual narrative tools to communicate user insights (such as customer journey maps) 
• Interest in (or experience with) emerging methods in the design research world, such as biometrics and neuro-measurement

Experience  

• 8-12 years of relevant experience in consulting, marketing, or product organizations 
• 5+ years of experience managing junior and senior analysts
• Academic background in UX, applied anthropology, psychology, market research, or sociology 

Characteristics & Values 

• You are an independent thinker who is comfortable with (and even enjoys) ambiguity 
• You love to teach and lead others
• You are deeply curious about people and the world around you
• You are an active listener with strong client relationship skills, and aren’t afraid to challenge long-held assumptions and ways of thinking 
• You are user focused and naturally think about problems from the user's perspective and you are motivated to improve experiences and products for people they serve. 
• You have a deep understanding of how to select the right tool or methodology for the job, and understand the value of both qualitative and quantitative approaches

Why Rightpoint?

• Flexible PTO – If you need a day off or an extended vacation, take the time!
• Hybrid work environment: Casual and open office or Remote…You choose!
• Great insurance coverage (Multiple Options) and flexible spending accounts
• 401K with Company Matching
• Regular Cultural & Social Events including: Community Volunteer Opportunities, Happy Hours, Team Outings, Intramural Sports, and more
• Monthly WFH/cell phone stipend
• Continuous Training, Certifications, and Learning Opportunities
• Diversity, Equity, & Inclusion: We care about making Rightpoint a more diverse, equitable, and inclusive organization to bring about meaningful and measurable changes to representation, team member experience, and client engagement. Here's how:
  • Employee Resource Groups (ERG): Our ERGs are created and run by team members who share a common community, identity, or allyship. Right now, our ERGs include Parents, Pride, POC, and Womxn. These groups play a vital role in contributing to Rightpoint’s inclusive environment where all are valued and empowered to succeed.
  • Partnerships: Out-in-Tech, POINT Foundation, WomenHack, Girls Inc., and more!
  • Mentorship Program

EEO Statement

Rightpoint, a Genpact Company, is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.