Research Lead, Experience Focus

Research Remote, United States Chicago, Illinois Greater Detroit Metro, Michigan Atlanta, Georgia Boston, Massachusetts Dallas, Texas New York, New York


Description

Rightpoint, a Genpact company (NYSE: G) is a global experience leader. Over 700 employees across 12 offices work with clients end-to-end, from defining and enabling vision, to ensuring ongoing market relevance. Our diverse teams lead with empathy, data and creativity—always in service of the experience. From whiteboard to roll-out, we help our clients embed experience across their operations from front to back office to accelerate digital transformation through a human-centric lens. Rightpoint has been recognized among the top customer experience consultancies in The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020.

Are you someone who wants to inspire change in the way business is done? Do you want to work with encouraged and like-minded intrapreneurs? Us too! We take our work very seriously, but we have fun doing it. And we’re searching for passionate, talented people to join the Rightpoint team.

Please note, this role has been posted to build a talent pipeline for our next opening. We may not hire right away, but we will reach out should you fit our next opening.

 

Our Commitment to You

No matter who you are, where you come from, who you love, what you believe, or what you get excited about, we bring people together to make phenomenal work. That's what makes us Rightpoint!

 

What You’ll Be Doing and the Impact You’ll Make

The Experience Research Lead will be responsible for generating and applying human-centered insights to the customer experience strategies we develop with our clients here at Rightpoint. They will be an advocate for the people we are designing for at every step of the process, working to deeply understand their experiences and translate those insights into actionable opportunities. They should be naturally curious, with a passion for the ever-evolving field of Experience Research, and an interest in experimenting with emerging methods and approaches.  

Key responsibilities include:  

  • Work closely with client and project stakeholders to understand business goals and challenges  
  • Help to shape clear research questions and methodological approaches 
  • Execute experience research programs, including data collection, analysis, and synthesis of results, with support from Design and Research leaders 
  • Collaborate with strategy, content, analytics and design counterparts to connect insights to specific project and client implications  
  • Author and present compelling written and verbal narratives around research insights and opportunities  
  • Contribute to thought leadership content for publication externally  
  • Collaborate with teammates in the Business Design practice (including Strategy, Analytics, Service Design and Change Management) to contribute to business development opportunities  
What We’d Love To See:
  • Expertise in experience research methods, including diary studies, remote and mobile ethnography, contextual observation, in-depth interviews, and focus groups  
  • Experience in developing actionable consumer segment frameworks (such as personas, archetypes, or jobs-to-be-done) 
  • Experience in facilitating the development of visual narrative tools to communicate user insights (such as customer journey maps) 
  • Interest in or experience with concept testing  
  • Interest in or experience with moderated and unmoderated usability testing 
  • Interest in or experience with emerging methods in the design research world, such as biometrics and neuro-measurement  

 Experience  

  • 4-6 years of relevant experience in consulting, marketing, or product organizations 
  • Academic background in applied anthropology, psychology, market research, or sociology 

 Characteristics & Values 

  • You are an independent thinker who is comfortable with (and even enjoys) ambiguity 
  • You love to teach and lead others  
  • You are deeply curious about people and the world around you  
  • You are an active listener with strong client relationship skills, and aren’t afraid to challenge long-held assumptions and ways of thinking 
  • You are user focused and naturally think about problems from the user's perspective and you are motivated to improve experiences and products for people they serve. 
  • You have a deep understanding of how to select the right tool or methodology for the job, and understand the value of both qualitative and quantitative approaches  

 Why Rightpoint?

  • Flexible PTO – If you need a day off or an extended vacation, take the time!
  • Hybrid work environment: Casual and open office or Remote…You choose!
  • Great insurance coverage (Multiple Options) and flexible spending accounts
  • 401K with Company Matching
  • Regular Cultural & Social Events including: Community Volunteer Opportunities, Happy Hours, Team Outings, Intramural Sports, and more
  • Monthly WFH/cell phone stipend
  • Continuous Training, Certifications, and Learning Opportunities
  • Diversity, Equity, & Inclusion: We care about making Rightpoint a more diverse, equitable, and inclusive organization to bring about meaningful and measurable changes to representation, team member experience, and client engagement. Here's how:
    • Employee Resource Groups (ERG): Our ERGs are created and run by team members who share a common community, identity, or allyship. Right now, our ERGs include Parents, Pride, POC, and Womxn. These groups play a vital role in contributing to Rightpoint’s inclusive environment where all are valued and empowered to succeed.
    • Partnerships: Out-in-Tech, POINT Foundation, WomenHack, Girls Inc., and more!
    • Mentorship Program

 

EEO Statement

Rightpoint, a Genpact Company, is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.