User Experience (UX) Research Manager

WHAT YOU’LL DO:

BCG is looking for a User Experience Research Manager for our global learning and development (L&D) organization with deep experience in qualitative and quantitative research, analysis and communication skills.

The right candidate will be excited to work with a variety of teams within our dynamic L&D organization and our agile IT organization to establish and enable “Voice of the Customer” (VoC) Center of Excellence (COE).

You will be an advocate for employee learning needs to help achieve our vision to provide a world-class learning experience inclusive of learning content, formats, products/tools and technology platforms.

You will leverage your extensive experience in UX research to establish and advise L&D teams on best practices.

You will be a bridge between research efforts across L&D teams, creating scalable processes for gathering and measuring insights to continuously improve user experiences and address evolving learning needs.

YOU’RE GOOD AT:
Leading User Research: Using proven UX methodologies (i.e.

focus groups, usability studies, heuristic analysis, ethnographic research, diary studies) manage data collection and analysis, synthesize qualitative and quantitative data to identify root causes of UX issues, identify new user needs and present results to L&D teams and leaders.
Proliferating Best Practices: Establish user research best practices, develop new tools, methodologies, and/or standards for measuring user experience of learners at BCG.

Collaborate and communicate across L&D teams (i.e.

Operations, Innovation Products, Delivery, Analytics & Platforms) to disseminate and implement best practices.
Advocating for Users: Discover and analyze user behavior, needs and motivations and the relationship they have with a product (digital or otherwise).

Represent “voice of the customer” and inspire L&D teams to put users at the center of evaluation and actions.
Translating insights into action: Translate user research findings into specific recommendations for improving product/platform designs and prioritize with agile teams, as well as validate design iterations with users to feed insights into the product roadmap
Building Relationships: Build strong relations with learning teams including content development, delivery, innovation and operations and technology partners to understand issues and priorities, collaborate on a user engagement roadmap and work together to conduct meaningful research leading to deep understanding of experience needs/gaps and sharing insights across L&D.

YOU BRING (EXPERIENCE & QUALIFICATIONS)

• 7-10 years of experience working in customer/consumer research and analytics, including supervisory experience and/or matrix management

• Bachelor’s degree in related field

• A passion and interest in meeting the needs of our employees/learners

• Experience in a professional services firm, working with a global virtual team

• Excellent presentation skills, communication skills and ability to influence and engage effectively with leadership/stakeholders

• Expertise in a variety of methods including focus groups, surveys, competitor and industry research to produce useful customer insight data

• Experience leading and executing user research projects and data analysis

• Expertise in survey design and analysis

• Experience with designing voice of the customer programs

• Demonstrated knowledge of user/consumer experience metrics and methodology (e.g., NPS, etc.)

• Robust quantitative and qualitative analytical skills, excellent attention to detail and sound business acumen

• Advanced-level of experience with Excel and PowerPoint

YOU’LL WORK WITH

As a member of the Global L&D Operations organization you will have regular and direct interaction with our Global L&D Operations management team, delivery teams, content development teams, product management and technology organization.