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Manager Design Research - Hybrid

Company: FedEx Office
Location: Plano
Posted on: September 23, 2022

Job Description:

POSITION SUMMARY: FedEx Office's Experience Design & Research team helps teams reimagine today by bringing to life the potential of tomorrow. Utilizing our expertise in Design Thinking, we amplify the voice of the internal and external customer on all major initiatives by sharing their thoughts through in-depth research, illustrating ideas through bold visions and elegant design, and validating with our end users. We give our users a seat at the table as FedEx Office builds for the future. The Manager, Design Research will lead and mentor a team of qualitative and mixed methods design researchers who work with cross-functional product teams as they plan, design, build, deploy, and refine FedEx Office products through research and data analysis/synthesis including all channels of customer feedback and a mixed method research approach (including but not limited to: stakeholder interviews, surveys, card sorts, tree tests, A/B testing, usability testing, literature review, competitive analysis, current state competitive analysis, benchmarking and user journey analysis). GENERAL DUTIES AND RESPONSIBILITIES: (This is a representative list of the general duties the position may be asked to perform, and is not intende Lead, manage, mentor and develop the abilities of UX Researchers who support cross-functional product teams to ensure support UX design research in the organization Influence design decisions and feature requirements using customer empathy, consumer behavioral data, and e-commerce data Guide researchers on the design and execution of qualitative and mixed methods studies and identify opportunities for marrying qualitative and quantitative methodologies to tell a deeper story. Effectively manage teamwork load and ensure knowledge sharing and cross-training of team members to effectively support the business and execute on team/function deliverables Collaborate with Customer Experience & Innovation team to define a design research strategy and oversee the execution of evaluative research that supports the design and development of FedEx Office solutions Find creative and compelling ways to share and evangelize research and customer insights across the company. Collaborate with peer managers from other parts of the business to identify connection points and build out a holistic understanding of different user types and their needs and expectations. Responsible for staffing resources for projects and ensuring project deadlines are met by team members and forecasting opportunities to grow the team to provide necessary capabilities, expertise, and bandwidth Manage external vendor relationships to ensure successful delivery of committed work for the organization and identify the need for additional Research support Set goals, measure success of research projects, and implement ways to continually improve. Organizes and facilitates focus groups with different user groups to improve FedEx Office solutions and gather insights for future priortiziation and development All other duties as needed or required MINIMUM QUALIFICATIONS AND REQUIREMENTS: Bachelors degree in design, psychology, busines human factors, or related field or equivalent experience 7+ years of hands-on experience as a UX researcher in a product development context. 2 + years of experience managing and developing a UX Research team Expertise in qualitative research and knowledge of quantitative methodologies; able to determine and execute the right research method for the question at hand Deep knowledge of a wide range of generative and evaluative research methods and strong experimental design and/or A/B testing skills Track record of discovering, synthesizing, and socializing actionable insights that have influenced real product decisions and produced business impact Solid written and verbal communication and presentation skills, including the ability to clearly articulate and educate on UX research best practices, industry standards, best practices and emerging trends Established and evangelized user-centered and human-centered design approaches Strong presentation skills that showcase ability to articulate strong design rationale, connect design decisions to broader strategic and business decisions, and compel executive stakeholders to action For new hires, must meet all FedEx Office employment qualifications in force at time of hiring For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook ESSENTIAL FUNCTIONS: Ability to travel as required in order to meet with customers, vendors, other team members, and/or other business necessities Ability, on a consistent basis, to maintain attention and concentration for extended periods of time Ability, on a consistent basis, to read and interpret documents and instructions from customers, vendors, and other team members Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members Ability, on a consistent basis, to perform work activities requiring cooperation and instruction Ability, on a consistent basis, to function in a fast-paced environment, under substantial pressure Ability, on a consistent basis, to work within the appropriate level of independence Ability, on a consistent basis, to report regularly to work and maintain established business hours in order to support the FedEx Office business; regular attendance and/or reporting could include regular attendance at a physical location and/or maintaining established business hours depending on the scope and nature of the position #LI-Hybrid #Hybrid Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science. Suggests areas for improvement in internal processes along with possible solutions. Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility. Applies Quality concepts presented at training during daily activities. Supports FedEx Office Quality initiatives. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. All offers of employment made by FedEx Office are contingent upon the successful completion of a background investigation and a pre-employment drug screen (which must be completed within 2 business days of any conditional offer of employment). The existence of a criminal record is not an automatic or absolute bar to employment and a candidate's criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance and the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. America's Military Veterans and individuals with disabilities are strongly encouraged to apply. If you have a disability and you need assistance in order to apply for a position with FedEx Office, please email us at

Keywords: FedEx Office, Plano , Manager Design Research - Hybrid, Executive , Plano, Texas

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