User Experience – Customer Success

Who we are

Our company is building fleets of mobile robots to automate transportation of goods within supermarkets. Our robots help the staff with their daily jobs of filling orders, going to shelves to collect products, and bringing them to the final customers.

*** This is a full-time position, starting in March 2023. Salary and warrants to be negotiated based on experience. ***

Responsibilities

As the person responsible for user experience and customer success at our company you will be responsible for ensuring continuous progression of our product towards customer needs. This will require focus on both product (hardware mobile robots, app & website) and customer.

Proactively work with research scientists, designers, engineers and PMs to identify research questions that can yield actionable insights for the team
Develop standardized UX metrics and surveys as appropriate for repeated use and comparison over time for various products with the product and UX prototyping team
Design quantitative and qualitative user studies to evaluate the usability and efficacy of user experience and interfaces and formulate insights
Plan and execute research that collects and analyses objective and subjective measures of next-gen product experiences to inform the direction of interactions and strategies
Receive and manage data from user studies
Present research results and recommendations to stakeholders, including designers, engineers, program management and executives
Identify, promote and share user testing best practices and techniques with the broader organization
Collaborate cross-functionally with design, engineering and product development groups
A focus on customer satisfaction and recommendations on how to increase customer satisfaction

Skills

Master degree in User Experience Research
Human Factors
Human Computer Interaction
Related Design Discipline
A diverse toolkit of human factors research and usability methods, and the ability to select, scale, and adapt them to a variety of investigative, information-gathering, and analysis tasks
Experienced with qualitative methods for in-context research identifying user needs or conducting post-launch/analogous experience research with the intended user population
Skilled at creating, deploying, and processing user surveys
Experience analysing large data sets to assist product design and engineering spec evaluations
A demonstrated ability to present research findings and recommendations to all levels of stakeholders, including executive management
A demonstrated ability to rapidly acquire familiarity with emergent technologies and software algorithms
Consumer products experience is a plus

User Experience – Customer Success

Who we are

Responsibilities

Skills

Perks

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