User Experience (UX) Researcher 1, 2, Senior

User Experience Researcher

SRP is one of the largest public power and water utilities in the U.S. providing electricity to approximately one million customers in the greater metropolitan Phoenix area. Since its founding in 1903, SRP has fostered a culture of stewardship and customer service consistently ranking as an industry leader in customer service according to J.D. Power and named one of Arizona's best employers by Forbes. SRP continues to adapt to its changing business environment by seeking innovative ways to reimagine utility service and the provision of critical resources essential to the life and economy of Arizona.

SRP's success is rooted in our employees' happiness, health, and safety. That's why we offer a comprehensive benefits package to meet the needs of our employees and enhance their well-being. In addition to competitive pay and performance incentives, eligible employees can take advantage of the following benefits:

• Pension Plan (at no cost to the employee)
• 401(k) plan with employer matching
• Available your first day: Medical, vision, dental, and life insurance
• Over 200+ hours of PTO (includes vacation days, holidays, floating holidays, and sick leave)
• Parental leave (up to 4 weeks) and adoption assistance
• Wellness programs (including access to a recreation and fitness facility)
• Short and long-term disability plans
• Tuition assistance for both undergraduate and graduate programs
• 10 Employee Resource Groups for career development, community service, and networking

The User Experience Researcher utilizes a variety of qualitative and quantitative techniques to help the organization develop a deep understanding of the customer experience and their journey with SRP. The insights developed from User Experience research will allow internal SRP teams to design and build better customer/user experiences more quickly, and at lower cost and reduced risk based on deep consumer understanding and feedback. The User Experience Researcher is part of the Strategic Research and Insights team and is responsible for both consumer experience research and custom market research project management from inception to completion including designing and planning research methodologies, data collection and analysis, and reporting/presentation of findings.

What You'll Do

• Designs, plans, and leads the implementation and day-to-day management of user experience research, journey mapping, custom qualitative and quantitative research and tracking studies from inception to final deliverables
• Supports marketing, customer operations and other SRP teams, departments and divisions on research projects as needed
• Proactively leads multiple projects, actively prioritizes efforts, and communicates progress
• Carries out a variety of different qualitative research activities for customer and user experience projects including recruiting participants, preparing discussion and testing guides, conducting interviews and facilitating user testing sessions
• Conducts quantitative research projects including questionnaire development, sample design, field coordination, data analysis and written reports and presentations
• Works closely with analytics colleagues to create an in-depth picture of user behavior; analyzes research data and information to synthesize and develop clear and actionable findings and translates those insights to tell the customer's/user's story
• Communicates customer research findings to the broader team and wider organization in order help foster a deeper understanding of SRP customers, their journeys, and their needs
• Works within the Qualtrics customer experience management platform; utilizes all functions of the platform including survey development, data set management and predictive analytics, and dashboard reporting, etc.
• Works to build strong, positive internal partnerships with cross-functional team members and business partners
• Manages relationships with 3rd-party suppliers/vendors to ensure projects address key objectives, remain within budget, and are delivered in a timely manner
• Supports other Strategic Research & Insights team members (including Marketing Research Analysts) based upon need and workload to meet critical deadlines
• Champions user/customer/employee experience research practices within the organization and assists in establishing internal best practices, templates, tools, and partnerships
• Reads industry literature, and stays up to date on market research topics in general, and more specifically on topics, tools and solutionvvs related to user experience (UX) research

What It Takes To Succeed

• Strong MS365 skill required (including PowerPoint, Excel, and Word)
• Excellent oral and written communication skills required
• Ability to perform multiple assignments concurrently
• Qualitative research skills (focus group moderation, or in-dept interviewing) preferred
• Quantitative research skills (survey programming, analysis), preferred
• Qualtrics Certification preferred

Experience

• For a Level 1 (Associate), a minimum of no previous years of experience to two years related experience is required (if no degree, four-six years of relevant experience or equivalent combination of education and related experience totaling four-six years). – For a Level 2 (Journey), a minimum of two years of experience to four years related experience is required (if no degree, six-eight years of relevant experience or equivalent combination of education and related experience totaling six-eight years). – For a Level 3 (Senior), a minimum of five years of related experience is required (if no degree, nine years of relevant experience or equivalent combination of education and related experience totaling nine years).

Education

• A bachelor's degree related to the assignment from an accredited institution is preferred.

Hybrid Workplace

• SRP currently offers a hybrid workplace, which allows employees whose jobs can be performed remotely, and who have sufficient technical capability, to telework up to three days per week. Although teleworking is available, all employees must live and work in Arizona.

Drug/Alcohol Policy Statement

• To promote the safety and well-being of our employees, customers, and the communities we serve, SRP is committed to maintaining a drug/alcohol free work environment. Although marijuana may now be legal in Arizona, except as otherwise specified under Arizona law, SRP considers it to be an illegal drug for the purpose of our drug/alcohol policy because marijuana remains illegal at the federal level. Any candidate found to be impaired during the hiring process or who has the presence of an illegal drug or unauthorized substance in their system during the pre-employment drug/alcohol test may be disqualified from further consideration in the hiring process.

Equal Opportunity Employer Statement

• Salt River Project (SRP) is committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, military status, or any other protected status under applicable federal, state or local law.

Work Authorization

• All candidates must be legally authorized to work in the United States.