Lead Customer Experience (CX) Researcher
OJO Labs - Customer Experience Research Lead
Why OJO?
We’re on a mission to empower people to make better decisions through the fusion of machine and human intelligence. We’re solving some of the biggest problems troubling the modern consumer experience. Through our unique, data-driven AI platform, we’ve introduced a fresh approach to the way people make important decisions. As part of our team, you’d be helping to build technologies that will significantly advance the world’s largest consumer industries, starting with home buyers in the real estate industry.
We hope to have an opportunity to meet you, learn about your experience, and introduce you to the OJO team.
About the OJO Customer Experience Team
The OJO Customer Experience team is a collection of unique skills, passions and superpowers that together make us capable of defining the experience strategy and vision, then iteratively designing and teaming to build amazing cross-channel experiences for our customers. We highly value curiosity, innovative thinking, risk-taking, story-telling, measurement, analytics, and above all, a maniacal focus on our customer (the home buyer). To that end, CX Designers work very closely with the product, AI, engineering, and operations teams - collaborating with them every day to build experiences indistinguishable from magic. If you want to work in an incredibly fast paced and innovative environment, come join us!
As the User Research Lead at OJO Labs, you are excited about people find and buy their next home, and the potential of artificial intelligence + people to be their partners in making it a reality. As a researcher embedded on the consumer experience/UX team, you’ll be collaborating with product and service designers, product managers, marketing, data science, operations and engineering to raise everyone’s level of understanding of the motivations and needs of our customers. You’ll inspire, direct and give us all confidence in the experiences we are creating for homebuyers.
What you'll do:
- Conduct qualitative and quantitative research across the product cycle, from discovery to validation, to evaluation
- Inform and participate in product decisions from strategy and definition to post-launch
- Collaborate with the rest of the CX and product team to define research questions and plans for answering them
- Generate insights about our users through a variety of qualitative/quantitative research methods
- Innovate and adapt research methods to meet product needs
- Deliver high quality insights in a fast-paced startup environment
- Conduct all activities involved in the research cycle including planning, recruiting, screening, scheduling, conducting, analyzing, and sharing
- Share your research findings with diverse audiences within the company
- Define and execute a broad range of internal initiatives to help build an OJO culture of customer obsession
- Occasional travel required
What we need from you:
- Worked in a research role at a consumer-focused company
- 5+ years conducting user research for software/web based products with stories to share
- Planning, scoping, conducting, analyzing and communicating research
- Fluency in qualitative and quantitative research methods
- Turning around research results in hours but also months, and everything in between
- Involving a broad team of collaborators and stakeholders in the research process, you thrive on collaboration but can operate independently
- UX Design, Service Design, and/or Experience Strategy experience is desired, but not required.
Bonus points
- Exposure to working with conversational interfaces
- Understanding of machine learning
- Previous experience in the real estate space
About you:
- You are obsessed about finding new ways to help you and your collaborators relate to, and better understand the needs, motivations, desires of the real people you are designing for
- Wants the ball, can command the room, own the whiteboard, and roll up your sleeves to knock out the work
- Naturally curious and excited to learn, are always listening, and always have a strong POV
- Seeks feedback, happy to iterate, and enjoys collaborating with others
Who is OJO?
We are an Austin-based, early stage technology startup focused on fundamentally improving the way people make their most important decisions through the fusion of machine and human intelligence. With offices in both Austin, TX and Vieux Fort, St. Lucia, we have over 350 employees globally. We are consistently voted a Best Place to Work and were recently awarded Austin Inno’s “50 on Fire” award which recognizes the hottest startups in Austin. Backed by top-tier VCs and industry veterans, we have managed to hire the best technical, product and operational minds to pursue this incredible opportunity. We know we’re onto something big and every new hire we make will have a significant impact on our evolving product, team and culture.
What do we have to offer?
- You get to work with the best of the best
- A collaborative, respectful environment where your voice will always be heard
- Competitive Salaries
- Equity
- Unlimited/Open PTO Policy
- New Modern SoCo Austin Office
- Dog-Friendly Workplace
- Commuter Stipend or Free Parking
- 70% Coverage of Employee and Dependent Health Premiums
- Promote from Within Philosophy
- Volunteer Program
- Optimum Workspace Subsidy
- Many More – We have a whole team dedicated to making OJO an awesome place to work!