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Lead Customer Experience (CX) Researcher

| Austin
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!
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • TypescriptLanguages
    • ExpressFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • ReactFrameworks
    • PostgreSQLDatabases
    • RedisDatabases


We recently moved (Aug 2019) into our hip new SoCo office - with an unobstructed view of beautiful downtown Austin. Come check us out!

What are OJO Labs Perks + Benefits

OJO Labs Benefits Overview

* 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
• Hip SoCo Austin Office
• Dog-Friendly Workplace
• Commuter Stipend or Free Parking
• Optimum Workspace Subsidy
• 70% Coverage of Employee and Dependent Health Premiums
• Promote from Within Philosophy
• Volunteer Program (OJO Cares)
• Many More – We have a whole team dedicated to making OJO an awesome place to work!

Volunteer in local community
Monthly volunteer program called OJO Cares. Each month we go out into the community as a group and give our time to a variety of causes. Our people drive which causes we choose and how we participate!
Partners with Nonprofits
We've worked with some really amazing charities! A few examples are: Mobile Loaves & Fishes Community First Village, Austin Animal Center, We are Blood, Safe Austin, Capital Area Foodbank, and more!
Friends outside of work
Eat lunch together
Intracompany committees
We have a Culture Committee compromised of folks across all departments and job levels. This group helps shape the activities we do together as a team!
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Highly diverse management team
Our Executive and Senior leadership teams are diverse and well-rounded.
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
We offer a pet insurance policy as part of our dedicated dog-friendly workplace (though our plans cover more than just dogs - even exotic pets)! We have multiple coverage options to choose from.
Wellness Programs
Onsite Gym
Team workouts
We've recently partnered with Equinox gym (located in our building) to have OJO specific rates and special classes just for us!
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Competitive compensation plans.
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
We believe life is what happens outside of the office, and we support our team's individual needs to manage their schedules.
Family Medical Leave
Employees who have been with the company for 3 months are eligible for 12 weeks of family medical leave.
Return-to-work program post parental leave
Company sponsored family events
OJO holds semi-annual organized family events (such as Family Field Day in the summer) as well as various other options such as family-friendly volunteer opportunities through OJO Cares.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Our open PTO policy includes vacation and sick time, as well as anything else needed for our employees to manage their personal leave.
Paid Volunteer Time
We have a monthly volunteer program that provides opportunities to our team to give back to the community.
Eligible employees get 42 days of paid sabbatical after their first 6 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Special rates at Equinox gym, a company offered subsidy and OJO only classes.
Professional Development Benefits
Job Training & Conferences
OJO has lots of growth and learning opportunities!
Lunch and learns
Our Data Science and Engineering teams hold regular lunch and learns ranging from beginner to advanced topics.
Cross functional training encouraged
Promote from within
Customized development tracks
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