How you’ll make a difference:

As a Senior UX Researcher at Custom Ink, you'll be involved in the product development process from start to finish. You’ll be providing our Technology and Business teams a comprehensive, qualitative, and actionable understanding of the existing and future Custom Ink customer outcomes. With expertise in customer-centric research methodologies, including the “Jobs to Be Done” framework, you will work across our entire line of Product Portfolios to help ensure our customer's voice is continually heard and understood.

What you’ll do:

As a member of the Custom Ink User Experience team, representing the face of high-quality design practices, you will:

• Ensure our research framework is continually evolving and ultimately working for the teams that digest the information 

• Act as the source of truth for training and mentoring other Inkers on the framework (teach them to fish)

• Ensure our current sources of Customer Feedback are meeting our needs and making their way to the right teams

• Through direct partnership with the Customer Satisfaction team, collaborate to mine through our existing customer feedback (across multiple sources) and detail opportunities 

• Advocate for improved future feedback channels/methods to meet the demands of the product teams

• Conduct in-depth Customer/Behavioral Research and Produce Highly Actionable Outputs

• Present timely and actionable information to our teams to help them make the most customer-centric decisions 

• Build project plans that are timely with transparent deliverables and dates

• Establish and contribute to a research repository to enable share-outs and alignment across the greater organization 

• Connect the dots between the qualitative research/analysis and the quantitative data to present a holistic view of the experience. 

How you’ll be measured:

• Our Jobs to be Done Research Framework is utilized across the Portfolios

• Ensure our research framework is continually evolving and ultimately working for the teams that digest the information. 

• Act as the source of truth for training and mentoring other Inkers on the framework (teach them to fish). 

• Existing sources of Customer Feedback are meeting our needs and making their way to the right teams in an actionable way. 

• Through direct partnership with the Customer Satisfaction team, collaborate to mine through our existing customer feedback (across multiple sources) and detail opportunities to advocate for improved future feedback channels/methods to meet the demands of the product teams. 

• Customer/Behavioral Research and highly actionable outputs make their way into roadmaps across the Portfolio.  

• Go extremely deep on multiple particular topics across our entire portfolios. 

• Use both remote and in-person methods to create a continual feedback loop. 

• Present timely and actionable information to our teams to help them make the most customer-centric decisions. 

What we’re looking for:

• Multiple years (5+) experience in a dedicated research role - either through a UX/Product organization, Consumer Insights, Marketing, or elsewhere.  

• Advanced knowledge in multiple research methodologies, including “Jobs to be Done”, behavioral research, survey design, and concept testing. 

•  A background in cognitive psychology or behavioral economics is a plus. 

• Possess the ability to jump between large-scale and small-scale projects, as well as the skill to shift context across the portfolio as needed. 

• Tell a compelling story about the research - helping anyone from the CEO to an Associate Designer better understand our customers. 

• Strong storytelling prowess – You can weave insights into compelling narratives that bring stakeholders onboard and influence your team members; you have a natural ability to clearly articulate design decisions in a compelling way.

• Insatiable curiosity – You insist on staying on the leading edge of design and product thinking and bringing that thinking to your product design solutions.

• Disruptive thinking with the ability to deliver – Bold ideas are your bread and butter. You have multiple examples where you’ve shaped and shipped unique design-led work.

In addition, you must share our company values—practicing the Golden Rule, taking Ownership, and driving and embracing Innovation.

Along with your resume, please include your professional portfolio or work examples.