Customer Experience, Usability Specialist – IT
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Job Description
Customer Experience Specialist at TestPros focusing on usability assessment and consulting to enhance customer engagement and satisfaction., Requires knowledge of CX, UI, UX, and accessibility guidelines.
Responsibilities:
- Lead and support Voice of the Customer measurement efforts—gathering and analyzing market research insights identifying customer segments, preferences, needs, and challenges to inform decision making.
- Support the maturation of the TestPros CX practice and Voice of the Customer program(s).
- Conduct customer journey workshops to assess and optimize cross-channel strategic communication initiatives, product development, marketing campaigns, and digital applications.
- Effectively utilize the latest appropriate CX maturity models, processes, tools, and user experience (UX) techniques to craft various artifacts supporting the design and prototyping process, including persona development, journey mapping, bright spot analyses, user stories, and metrics mapping and analyses.
- Perform complete audits and validation assessment / testing on software and documents, based upon Customer Experience (CX), User Interface (UI), User Experience (UX), Usability, and Accessibility (Section 508 / WCAG) guidelines and best practices.
- Develop and present compelling data-driven and return on investment-focused business rationale to influence favorable project support decisions.
- Provide consultation to a multi-disciplinary team of strategic communication professionals regarding multi-channel citizen outreach and engagement best practices.
- Document detailed findings to communicate identified issues and recommend potential solutions and best practices for remediation of discovered issues / violations.
- Apply process and/or software fixes.
- Develop and deliver informative and useful high quality outreach/educational presentations.
- Prepare and conduct training on related topics.
- Develop, manage, and maintain current marketing and outreach activities and coordinate with internal and external customers.
Requirements:
- B.A. or B.S. in computer science, information technology, human computer interaction, or related field preferred.
- Knowledge of Customer Experience (CX), User Interface (UI), User Experience (UX), Usability, and Accessibility (Section 508 / WCAG) maturity models, guidelines, and best practices.
- Knowledge of Closed Captioning' guidelines.
- Experience with ANSI/INCITS-354 Common Industry Format (CIF) for Usability Test Reports.
- Experience with ISO 9241-210 2019, Ergonomics of human-system interaction.
- Expertise conducting metrics analysis and interpretation.
- Experience translating complex ideas and data into well-designed and creative presentations and CX/UX artifacts.
- Advanced proficiency using presentation software such as Power Point.
- Experience effectively facilitating collaboration sessions of multi-disciplinary teams into a common goal, such as conducting persona development and journey mapping workshops.
- Excellent written communication skills for heavy documentation.
- Excellent verbal communication skills for developing and delivering presentations and training.
- Experience working effectively with several clients or project teams simultaneously in a fast-paced environment.
Benefits:
- competitive salary
- medical/dental/vision insurance
- life insurance
- disability insurance
- paid time off
- paid holidays
- 401(k) retirement plan with company match
- opportunities for professional growth
- cell phone discounts
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