Senior XD Researcher
From smartphone capabilities like Digital Key to connected rooms that allow for integrated entertainment, temperature, and lighting controls, Hilton’s Global Technology team is responsible for creating the hospitality experience of the future – for our guests, owners, and Team Members. Through innovative technology development and deployment, this team ensures Hilton has the technology needed to support our continued global growth while remaining at the forefront of hospitality technology innovation.
What will I be doing?
As a Senior XD Researcher, you will work in a human-centered design model to build an outstanding journey through every part of a guest’s experience — from the time our guests dream of travel until their stay is complete and beyond. We believe that design happens in many functions across our organization. We deliver better experiences to our guests when working together to build, test, and learn, focusing on user outcomes.
Our teams will focus on improving ways for our customers to shop and book hotels across all touchpoints. Each of these lean, multi-functional teams needs access to a dedicated researcher with a passion for discovering and validating customer wants and needs. Your role as one of these researchers will require you to manage and independently drive research and data collection on small and large product initiatives.
More specifically, you will:
- Represent the customer within the team; this includes supporting and validating big-picture, 40,000-foot concepts to ground-level implementation without missing a beat.
- Lead all aspects of evaluative and generative research through quantitative and qualitative methodologies. This could take the form of testing prototypes through user interviews, coordinating in-depth usability testing, mining user analytics, coordinating A/B tests with the in-house team, etc.
- Capture customer perception using accurate research methodologies in a lean fashion while remaining objective in representing findings. You will need to have a fierce curiosity for discovering customer problem areas, motivations, and thinking styles.
- Execute small- to medium-sized qualitative and quantitative studies with customers of our digital products by collecting requirements, planning, designing, crafting, launching the studies, and reporting on findings.
- Support multi-functional teams who work in a human-centered design model, focusing on the customer. Feedback provided will aid the business, UX, design, and other groups in creating optimized products.
- Work with product teams to understand needs and requirements.
- Design customer appropriate qualitative and quantitative research study scripts/questionnaires
- Apply knowledge of research techniques to advise study design, scriptwriting, etc.
- Analyze feedback and summarize findings for the team
- Work with the rest of the Experience Design team to ensure research findings are shared and incorporated into other initiatives.
- Know the latest on emerging research technologies and find opportunities
- Work independently in a fast-paced, agile, distributed environment.
What are we looking for?
We believe the success in this role will demonstrate itself through the following attributes and skills:
- Experience in research, customer perception, analysis, customer feedback listening tools, preferably within a human-centered questionnaire/scripts design or agile environment
- Experience designing customer research questionnaires/scripts
- Ability to adapt to changes in study schedule and scope
- Creative problem-solving skills; Excellent verbal and visual communication skills
- Must be detail-focused with excellent organizational skills and have the ability to prioritize, show initiative and respond quickly in a fast-paced environment
- Must thrive in a collaborative work environment and can seek input from other team members.
- Proven command of Microsoft PowerPoint and other presentation tools
- Digitally and technically curious and savvy. Self-starter; proactive; motivated
- Some travel required, up to 10%
To fulfill this role successfully, you should demonstrate the following minimum qualifications:
- Three (3) years of overall professional work experience
- Two (2) years of user experience (UX) research experience
- Experience with agile research methodologies
- Experience with UserTesting.com or similar platform
- Experience in research moderation/facilitation
- Experience in questionnaire design/development
It would be helpful in this position for you to demonstrate the following capabilities and distinctions:
- Bachelor’s Degree, or Associate’s Degree with six (6+) years of technology-related experience, or High School Degree/GED with twelve (12+) years of technology-related experience
- Four (4) years of user experience (UX) research experience
What is it like working for Hilton?
Hilton is the world’s leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For over a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!
We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
