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(Cen) User Research and Feedback Manager

hace 2 semanas

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As a Digital Customer Insights Manager, you will be responsible for setting the UX research strategy for CEMEX digital commercial ecosystem, conducting strategic research studies, and collaborating with product management and different stakeholders to provide customer-centric experiences.

Your role is essential to promote the value of UX practices and research findings across the organization. If you are passionate about bringing the voice of the customer to the table, then we’d love to hear from you

**Main Responsibilities**:

- Collaborate with product owners and process owners to define the UX research agenda and project pipeline management for the commercial development area.
- Identify opportunities for discovery and validation studies within the different commercial areas and tools.
- Define and supervise the feedback strategy for CEMEX’s commercial development process, including analog and digital experiences.
- Integrate insights from analytics with research findings to provide a comprehensive overview on users’ behavior, needs and facilitate data-oriented design decisions.
- Collaborate with UX Design team and other related areas in heuristics analysis and socializing findings with product, process, and development teams.
- Lead the UX Research operation practice: process streamlining, documentation and evolution
- Provide coaching and feedback to the user research team to increase engagement, productivity, and work satisfaction.
- Define the UX knowledge sharing agenda. Designing and facilitating trainings, workshops, and collaborative sessions.

**Position Challenges**:

- Influencing other areas
- Deliver actionable insights
- Provide a balanced perspective between customers’ needs and business requirements
- Involve stakeholders in research activities.
- Provide a user-focused point-of-view in conversations with other teams
- Advance the UX maturity level in the organization

**Qualifications**:

- Academic Background: Bachelor’s degree in design, marketing, innovation, psychology, social sciences or equivalent practical experience. Master’s degree (desirable) in Human Center Design, Innovation, or Design Management.
- Areas of expertise: at least 5 years of practical experience in user research/user experience and 2 or more years managing design/research teams.

Technical skills:

- Experience with qualitative and user-centered methodologies; one-to-one interviews, usability testing, survey design, heuristic analysis, etc.
- Desirable data analytics and agile methodology
- Experience using data and metrics to draw business insights
- Experience designing and facilitating workshops.
- Fluency in English
- Proven written and verbal communication skills to convey key insights from analysis

Soft Skills:

- Ability to work effectively in multidisciplinary teams.
- Customer and stakeholder empathy
- Proactive and self-driven
- Communication skills
- Creative Problem Solving
- Desirable: storytelling skills to get buy in from stakeholders when advocating for users/Sharing insights

**Internal/External Relations**:
Internal:

- Product Management
- UX &Product Design
- Customer Experience
- Digital Marketing
- Sales and Operations

External:

- CEMEX customers
- Construrama and Construrama Supply Customers
- Consultants and UX agencies (occasionally)
- Experience Management Platform Partners

**CEMEX Diversity and Inclusion Statement**:
At CEMEX, we recognize the diversity of the world in which we live and in which we do business. We respect diversity, we address the inclusion and non-discrimination of any talented person, regardless of gender, physical ability, age, sexual orientation, culture, ethnicity, religion, political affiliation, marital status, pregnancy / maternity / paternity and nationality. We promote a culture of equity for the construction of a sustainable business and the well-being and development of CEMEX employees.