Qualitative Customer Experience/Usability Researcher Jawbone
Jawbone is an innovative, market-leading company, dedicated to building products and services for the mobile lifestyle that are functional, beautiful, and exceptionally crafted from thought to finish. To deliver these break-through products and services, we look at the complete customer lifecycle to understand our current customers, potential customers, and competitor?s offerings inside and out.
We are expanding our Customer Experience Team to meet the demand of our growing product lines. This team is responsible for developing deep quantitative and qualitative understanding of the market and our customers, so we can use this Voice of the Customer to inform our Product Design, Development, and Marketing decisions. You could be a key part of building great new products!
If you love working for a company creating new categories with a customer base in the millions and the unique demands of delighting existing customers and reaching out to new ones, you just might be the right candidate.
You will work closely with the Director of Customer Experience, the Customer Experience Team, and Product Management, Customer Service, Engineering, Marketing, and Sales to drive deep and actionable understanding of:
? Who our existing customers are, how they use our products, where they experience pain points, and how can we address them?
? Who our potential customers may be, what mobile/connected apps and devices are they currently using, are there gaps in their experience that our products can fill?
? How are the products and services we provide perceived by consumers? How can we enhance them to make them ?must haves??
? How do customers experience our website, software offerings, and product unboxing? Do we delight them? Does it ?just work??
? How usable do customers find our products? Are they intuitive and enjoyable?
? How can we insert these insights into our product design and development process to deliver value to customers ? often in ways they haven?t even imagined yet?
? What products and services do our competitors offer? How can we improve our relative position?
? How can we measure our customers? experiences over time? What metrics matter the most to create best in class customer experiences?
? Make qualitative research design and protocol recommendations, based on solicited research objectives ? acting in a consultative and advisory role to various levels/functions within the company.
? Conduct Contextual Inquiries/Ethnographic Studies to better understand how users interact with our products and various other mobile and computing devices ? take an Anthropologist?s view of our customers? lives identifying ways we can delight and fulfill stated or latent needs.
? Develop scripts, screener questionnaires, moderate, and analyze results for software and hardware usability testing to continually refine the usability and ?just works? experience with our products and services.
? Conduct user experience analysis and communicate to partners on a rapid basis ? acting as the user experience expert throughout all phases of hardware and software development.
? Distill common attributes of users into personas and ensure their productive use as a design tool.
? Experience designing and conducting usability and other ethnographic user studies.
? Excellent communication and presentation skills, both written and verbal.
? The ability to manage and prioritize multiple projects.
? B.A., B.S. or equivalent degree
? Well-versed in MS Excel, Powerpoint; on-site and remote usability testing tools; and video capture and editing software
? Proven ability to design, conduct, and analyze results of qualitative research studies
? 8+ years experience performing attitudinal and/or behavioral user research, fielding & recruiting participants for studies, and conducting 1:1 interviews or leading focus group discussions
For more than a decade, Jawbone has developed human-centered wearable technology and audio devices unparalleled in their technical innovation, ease-of-use and sophistication of design. A 2010 IDSA Design of the Decade winner, the company is the creator of the award-winning and best-selling Jawbone ERA and ICON Bluetooth headsets; NoiseAssassin technology, the world's first and only military-grade noise-eliminating technology; and the JAMBOX and BIG JAMBOX wireless speakers and speakerphones. Jawbone?s approach to lifestyle tracking is unique, with over 110 patents filed related to UP and its wearable technology manufacturing processes. Jawbone is privately held and headquartered in San Francisco.
Jawbone is an equal opportunity employer, offers an exciting opportunity for qualified career-motivated professionals. We provide competitive compensation, stock options and the chance to work with talented people in a winning, successful, and pleasant environment. We offer many premium benefits including 401(k), medical, dental, life insurance, Paid Time Off and much more.
||150 Executive Park Boulevard |
San Francisco, CA 94134