Want to make a difference in the products that millions of people, all over the world use every day? Would you like guiding product direction and having strong impact in an established company while working with a diverse set of stakeholders? Do you enjoy performing research to create a better experience for users?
eBays User Experience Research team is looking for a quantitatively oriented Customer Experience Researcher to work with our design, product and engineering teams to understand the needs of our buyers and sellers and help build great products for these customers around the world.
Who are we?
The User Experience Research team directly impacts every aspect of eBays buyer experience for our 100 million+ users. This role will be particularly influential in building a better experience for eBay sellers, including the tools (listing forms, seller manager), resources (My eBay), and policies intended to support these users. You will be joining a fun, thriving team of user experience researchers, with the support you need to be successful and grow your career.
What will you do?
Will be influential in building a better experience for eBay sellers including the tools (listing forms, seller manager, etc), resources (My eBay), and policies intended to support sellers. Own the existing product health process, relationships, and surveys that focus on the seller. This includes a variety of surveys focused on specific touch points on the seller like helping them research how much products should be posted at, how to communicate with buyers, help on selecting the correct shipping option, printing labels, etc Create and pursue an agenda in conjunction with senior leadership focused on assessing seller needs, seller experience, and opportunities for improvement. Conduct quantitative research to inform the definition and development of eBay Marketplaces products. Research spans from ad hoc, generative research to ongoing assessment of product performance Design, plan and conduct user research, leveraging survey-based methods first and foremost, but complimenting with behavioral and other analytics data streams Provide insight and vision to the team based on researching user needs. Convert research findings into actionable results Work closely and build relationships with Marketplace Business owners, Interaction Designers, Visual Designers, Product Managers, Marketing, Analytics and Engineers to define and improve the user experience of our global products Synthesize research findings from other data sources (including market research, qualitative usability research, site analytics and secondary research) into meaningful recommendations and actionable results
Must be eligible to work in the US, sorry no 3rd parties.
What are we looking for?
5+ years industry experience with commerce, customer experience and/or market research experience Must be organized, able to act independently and able to switch rapidly between different projects in a fast-paced and exciting environment. Strong oral and written communication skills a must; ability to communicate research results and findings in a way that is accessible and easily understood by lay audiences Knowledge of research methods and tools for conducting research across devices and markets Knowledge of user-centered design principles, UX standards and fundamental user behaviors Familiarity with qualitative user research methods including remote studies, lab and field studies, competitive benchmarking, diary studies, heuristic evaluations, survey research, etc. Background and experience with quantitative research methods, including experience with attitudinal (survey based) self-report data Deep understanding of the nuances of different methods and how best to select, apply, and/or combine them to meet research objectives Able to develop creative approaches to researching complex user experience problems and convey ideas in a tangible form Must be innovative and demonstrate an ability to think out of the box and be proactive, delivering beyond what is asked for Experience presenting concise, defensible recommendations to senior leadership, and building follow-on plans to see that those recommendations are implemented Advanced Degree (Masters, Ph.D.) in Human Factors, Human-Computer Interaction, Cognitive or Experimental Psychology, Cognitive Science, Information Architecture or related field. Formal training (course work) in a variety of user experience research methods (such as lab and field research, survey design, statistical analysis). Training in parametric and non-parametric statistical methods, ability and experience conducting independent analyses of quantitative self-report (e.g., rating scale) data, as well as verbatim (open ended comment) analysis Training in capabilities and limitations of research methods. Practical experience with qualitative and quantitative research methods that span the product development life cycle from conceptualization to launch
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