Senior Manager, User Insights
Summary PenFed is hiring a Senior Manager, User Insights in our headquarters office located in McLean, VA. The primary purpose of this job is to delivering a Best-In-Class Member Experience is core to our mission and you will lead one of the core groups in this effort. The incumbent will lead the User Insight Team. Our User Insights team is charged with delivering actionable insight to the organization. Equip with top of market tools (Voice of the Consumer, session recording, Morae, User Testing) and a firm grasp of qualitative and quantitative research methodologies you will lead a team involved in the observation, curation, and analysis of current or potential user experiences. This will include auditing existing experiences, leading discovery, researching, benchmarking, and creating deliverables to share insights. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.
Own the development and management of User Personas.
Delegate projects and assignments to the insights team.
Support the growth and development of the User Insight team members.
Represent the needs of the user.
Lead and facilitate a variety of user research methods including: observational research, user/customer interviews, usability testing, focus groups, and other research methods.
Create research plans for large and small initiatives.
Analyze research to provide designers and other stakeholders with actionable insights to improve the user experience of our product.
Establish core rubric for the analysis of ongoing behavioral observations, identifying gaps in understanding, and capabilities.
Develop User Personas and contribute their governance across the enterprise.
Leverage Voice of Consumer data to distill actionable insights for the organization.
Work closely with the UX team to design the user experience for digital and physical experiences.
Facilitate the collection of UX quality metrics through a variety of groups including Marketing, Support Services, Quality Assurance, and Product Teams.
Gauging the usability of new and existing products.
Contribute design expertise to brainstorming sessions among designers, developers, product owners and other team members.
Participate in the analysis of the output of analytics applications.
Advise on usability best practices, trends, and other experience standards while making recommendations that best support the achievement of business objectives.
Actively contribute to finding new methods to understand user behavior and pain points in their online experience.
Accomplish department and organization missions by completing related tasks as needed and assigned.
Capture analysis success stories based on ROI.
Assist in producing semiannual organizational insights document.
Bachelor’s Degree in Psychology, Human Factors, Communications, Marketing or a related field is required. Master’s Degree is preferred.
Minimum of five (10) years’ of experience in user research, human factors, and human centered design (HCD) is required.
Experience with usability analysis & discovery such as: metric analysis, end-user interviews, usability tests, and competitive analysis.
Experience collecting and/or facilitating the collection of competitor and market research.
An understanding of web technology and current trends.
Ability to create artifacts and deliverables that effectively share insights and communicate processes used in a project.
Ability to communicate with product owners, developers, testers, clients and end-users in a manner that helps continuously enhance the overall usability of the application.
Ability to reconcile key stakeholder interests, conflicting priorities, and business strategy.
Experience working with Agile software development.