User Experience Research Advisor

Macy's - New York, NY

Full-time - Mid Level

New York, NY

General Merchandise Retailers

About the position

At Macy's, Inc., we are on a mission to create a brighter future with bold representation for all. The User Experience Research Advisor plays a crucial role within the User Experience organization, shaping the design of engaging user experiences across all digital properties on Macy's.com. This position is dedicated to gaining user insights that inform the design process, ensuring that our digital offerings meet the needs and expectations of our customers. The ideal candidate will have a proven track record in developing and conducting world-class user research studies in a fast-paced, collaborative environment. They will be responsible for obtaining research findings that address both business goals and user needs, working effectively in a cross-functional context, and advocating for research and data to inform user experience design. The User Experience Research Advisor will plan and conduct user research across various channels and domains, supporting a human-centered design process to create high-quality user experiences. This includes designing and conducting qualitative studies such as field observations, interviews, and usability studies, as well as quantitative studies like surveys to evaluate product changes and gather insights at scale. Collaboration is key in this role, as the advisor will work closely with executives, managers, teams, designers, and stakeholders to identify user research opportunities for user-facing products. They will also partner with customer data teams to coordinate research efforts and help define user success metrics that gauge how well user needs are being met. In addition to conducting research, the User Experience Research Advisor will synthesize qualitative and quantitative data to develop a better understanding of customers, providing insights into business and user value, and identifying potential risks. They will present findings effectively to bring the voice of the customer to life, helping teams understand customer needs, pain points, attitudes, and behaviors through actionable research. As a subject matter expert on customer behaviors, the advisor will also mentor UX Designers on user research best practices, ensuring that the team remains customer-focused and aligned with business objectives.

Responsibilities

• Plan and conduct user research across channels and domains.
• Support and learn a human-centered design process to create high-quality user experiences.
• Design and conduct qualitative studies, including field observations, interviews, and usability studies.
• Design and conduct quantitative studies, such as structuring and analyzing surveys to evaluate product changes.
• Collaborate effectively with executives, managers, teams, designers, and stakeholders to identify user research opportunities.
• Partner with customer data teams to coordinate user research efforts.
• Help define user success metrics for assigned channels and domains.
• Develop and conduct quick, generative, and evaluative user research studies.
• Invent and adapt research practices to deliver insights and knowledge.
• Quickly synthesize qualitative and quantitative data to develop a better understanding of customers.
• Present, communicate, and influence effectively to bring the voice of the customer to life.
• Help teams understand customer needs, pain points, attitudes, and behaviors through research.
• Serve as a subject matter expert on customers' behaviors, needs, and values for assigned channels and domains.
• Mentor UX Designers on user research best practices.

Requirements

• Bachelor's degree or equivalent work experience in a related field; Master's degree preferred.
• 2 years of user research experience in qualitative and quantitative research across consumer mobile applications, websites, or retail stores.
• Strong user research skills with experience in various methodologies.
• Knowledgeable in implementing a variety of research methods such as ethnography, contextual inquiry, and usability testing.
• Excellent verbal and written communication skills to influence and cultivate relationships with stakeholders.
• Strong negotiation skills to advocate among peers and executive leadership.
• Time management and prioritization skills to manage multiple projects simultaneously.
• Strong research portfolio demonstrating the use of various research methods to drive decision-making.
• Ability to effectively share technical information with all levels of business.
• Creative, strategic, and technical thinking abilities.

Nice-to-haves

• Experience with online testing services/tools and lab observation/logging tools such as Morae.
• Familiarity with A/B or multivariate experimentation testing.
• Proficiency in MS Office programs.

Benefits

• Competitive pay and benefits rooted in principles of equity.
• Performance incentives and annual merit review.
• Merchandise discounts.
• Health and Wellness Benefits across medical, dental, vision, and additional insurance.
• Retirement Savings Plan with 401k match opportunity.
• Employee Assistance Program for mental health counseling and legal/financial advice.
• Resources for continuous learning, career growth, and leadership development.
• 8 paid holidays.
• Paid Time Off (first year prorated depending on start date).
• Tuition reimbursement program covering 100% of tuition, books, and fees in designated programs.
• Colleague Resource Groups (CRGs) and give-back/volunteer opportunities.