Director, Research, Spectrum Enterprise

At a glance:

• Are you an expert in UX research best-practices, including determining appropriate methodologies to collect data that informs design and business decisions?
• Can you collaborate with a diverse set of stakeholders to identify how research can support their needs?
• Do you desire a highly visible, influential position guiding the future of technology and business decisions?

Our company:

At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.

Spectrum Enterprise, a part of Charter Communications, Inc., is a national provider of scalable, fiber technology solutions serving America’s largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprise’s industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at enterprise.spectrum.com.

Highlights:

As the Director of Research, you drive research efforts that influence strategic business decisions. You lead a team of UX Researchers and Voice of Client experts to identify actionable insights and present findings and recommendations to stakeholders. You collaborate with product design, product owners, data analysts and business leaders to define scope and goals for evaluative and generative research efforts. You summarize findings clearly and in ways that are easy for a wide range of audiences to understand.

You define research strategies and standards, including stakeholder interviews, surveys, card sorts, tree tests, focus groups, usability testing and heuristic analysis. You assess the current state of competitive analysis, benchmarking and user data analytics. You work with leadership to craft strategies, OKRs and roadmaps for research and discovery. You establish lean testing processes during all design phases and analytic reviews post-launch. You thrive in an office environment interacting with multiple teams simultaneously via in-person and digitally. You report directly to the Vice President of Design and Intelligence for goals, guidance and assistance.

Position benefits:

• Competitive salary with a long-term incentive plan.
• 100% company match 401(k) up to 6%.
• Pretax childcare spending account.
• Paid holidays, vacation days, personal days and sick days.
• Employee discount on Spectrum services where available.

What you will do:

• Encourage company-wide excellence through active and consistent support to simplify and enhance the client experience.
• Use an in-depth understanding of industry best practices in product development to translate appropriate steps for unique organization and market positions.
• Identify business processes and functions supported by existing process enablers and redesign these processes where applicable to leverage available or new technologies.
• Serve as a liaison between Product Management and the other supporting functional organizations to interpret and deliver to the functional specifications.
• Gather collaborative information to translate high level process goals into specific sub-processes with appropriate documentation.
• Ensure alignment between the business operational strategies and technical solutions by developing a communication plan for stakeholders and process participants.
• Proactively identify analyses to support efforts and conduct in-depth analytics when appropriate while maintaining focus on the bigger picture.
• Support the development and communication of product strategies dependent on new services and features to drive financial results.

Required keys for success:

• Five or more years of user experience (UX) and graphic design experience.
• Five or more years of telecommunications industry experience.
• Track record of user interface design and user experience creation.
• History of leading large, cross-functional teams in order to achieve business goals while managing and fostering change.
• Expert in listening to multiple points of view and synthesizing against goals for recommendations.
• Effective prioritization and organizational skills with the ability to handle multiple projects and tasks simultaneously.
• Ability to show sound judgment and initiative to accomplish job duties.
• Extensive knowledge of ontological mechanisms to help users pinpoint desired content curated from large amounts of data.
• Proficient in Microsoft Office.
• Effective written and spoken English communication skills with all levels of an organization.

How you will stand out from the crowd:

• Experience managing ongoing research efforts, such as VOC feedback or CSAT programs.
• History of partnering with analytics and reporting teams to balance quantitative data with qualitative research findings.
• Ability to craft a narrative presentation out of research findings that enables non-technical stakeholders to understand the findings and develop actionable insights.
• Track record of supporting strategic, long-range CX vision creation and roadmap planning.

Your education:

• Bachelor’s degree in business or a related field, or an equivalent combination of education, training and experience (required).

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Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

The pay for this position has a salary range of $124,000.00 to $220,000.00. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location. Also, certain positions are eligible for additional forms of compensation such as bonuses.