Your Title: Customer Experience (CX) Researcher
Job Location: Dayton, OH - Peoria, IL - Westminster, CO - Christchurch, NZ.
Our Department: Trimble CTCT - Civil Construction
Are you inspired by customer-centric products that solve real world problems and deliver critical customer value? Are you interested in applying your research and collaboration skills to enable best-in-class customer and user insights to drive improvements for our customers in the global Civil Construction industry?
About the Role:
As a Customer Experience Researcher, you will play a crucial role in guiding the design and development of our products through a deep understanding of user needs, behaviors, and motivations. You will conduct comprehensive research and provide actionable insights to shape user-centric design solutions. This role requires a blend of qualitative and quantitative research skills, strong analytical capabilities, and the ability to collaborate and communicate findings effectively.
In this position, reporting to the CX Research manager, you will collaborate closely with the Customer Research, Customer Segment, and Technical Strategy teams to explore and carry out various research activities to inform customer-centric strategies and enable Product Teams to build a deep knowledge of our customers and end users. Domestic and international travel may be required (less than 25%) to coordinate with other offices, conduct research on construction job sites, and to gather user feedback at various research events.
What You Will Do:
Research Planning and Execution:
Collaborate with product teams to clarify and align understanding of research goals and objectives.
Craft clear research plans that you and/or the UX and Product Leads will execute to help their teams better understand their users' needs, challenges, and workflows.
Work with Customer Segment leads to recruit and manage participants for user research studies.
Work closely with product teams and UX Design leads to advise on research methodologies and best practices to ensure consistency and high-quality research.
Design and execute user research studies using various methods (e.g., usability testing, user interviews, surveys, ethnographic research, A/B testing).
Data Collection and Analysis:
Conduct in-depth data analysis to uncover user behaviors, needs, and motivations.
Conduct user interviews, field studies, contextual inquiries, and related ethnographic studies
Work closely with the Customer Experience, Customer Segment, and Product teams to maintain long-term engagement within user cohorts.
Collaborate with various teams to craft, conduct, and analyze research studies.
Synthesize findings into actionable insights and recommendations.
Collaborate with UX Leads, Product teams, and the Data Insights group to grow and mature product analytics and quantitative research best practices.
Use statistical analysis tools and software to analyze quantitative data.
Collaborate with other Customer Experience teams (UX, User Assistance, CX Research, Documentation, and Training) to identify user research needs and opportunities to simplify the overall customer experience.
Collaboration and Communication:
Work closely with UX Design, Product, and Technical Leads across various product teams to identify, enable, and carry out research opportunities to inform design decisions and ensure that customer and user insights are integrated into design iterations.
Collaborate with Customer Segment team leads to align user research with market research, business goals, and customer feedback, ensuring a cohesive understanding of user needs across the organization.
Coordinate with test teams and customer support teams to gather user feedback and identify areas for improvement based on user experiences and pain points.
Work with the Customer Research team to integrate user insights with broader customer data and trends.
Partner with the Customer Segment group to ensure that research activities address the specific needs and behaviors of different customer segments.
Collaborate with the Technical Strategy team to explore innovative technologies and methodologies for enhancing the user research process.
Explore, consult, recommend, and help in selecting research and database tools. Grow and maintain a comprehensive research repository that consolidates findings from various sources, enabling data-driven decision-making across the organization.
Work closely with Product Team leads and Customer Segment leads to enable access to user groups and cohorts.
What Skills & Experience You Should Have:
Bachelor's or Master's degree in User Experience, Human-Computer Interaction (HCI), Psychology, Sociology, Anthropology, Design, or a related field.
3+ years of experience in UX/CX research or a related role.
Proven track record of conducting and leading various user research studies.
Experience with a range of research methods and tools.
Strong understanding of user-centered design principles and design thinking.
Proficiency in research and analysis tools such as Dovetail, Qualtrics, Tableau, PowerBI, Excel, and design software like Figma or Adobe Creative Suite.
Experience with contextual inquiry and field studies techniques. This role will require visits to active construction job sites to observe and conduct research activities.
About Your Location
This role is based out of the Dayton, Ohio; Peoria, Illinois; Westminster, Colorado; or Christchurch, New Zealand offices. Under a flexible work arrangement (hybrid), this resource primarily supports the Customer Experience group and works collaboratively across the CX Research, UX, User Assistance, Documentation, and Training teams.
In a hybrid role, you will work with your manager to establish a mutually agreeable schedule for your time worked in the office based on the position and the business need. Typically hybrid positions are 2-3 days per week, or 40%-60% of the month in the office.
About Trimble CTCT:
CTCT is a dynamic and innovative research and development Trimble joint venture dedicated to delivering exceptional products and services that enhance user experiences for our customers in the civil construction, mining, and paving industries. Our team is passionate about understanding and meeting the needs of our users to create world-class machine control and field system products that are functional, delightful, and radically easy to use. We are seeking a mid-level CX Researcher to join our growing Customer Experience Research team.
Trimble’s Inclusiveness Commitment
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.
We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.
Trimble’s Privacy Policy
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Pay Equity-
Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.
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Hiring Range:
115700-
156100-
Bonus Eligible?
Yes-
Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.
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Trimble is proud to be an equal opportunity employer. We welcome and embrace ourcandidates' diversity and take affirmative action to employ and advance individuals
without regard to race, color, sex, gender identity or expression, sexual orientation,
religion, age, physical or mental disability, veteran status, pregnancy (including
childbirth or related medical conditions), national origin, marital status, genetic
information, and all other legally protected characteristics. We forbid discrimination and
harassment in the workplace based on any protected status or characteristic. A criminal
history is not an automatic bar to employment with the Company, and we consider
qualified applicants consistent with applicable federal, state, and local law.
The Company is also committed to providing reasonable accommodations for
individuals with disabilities, and individuals with sincerely held religious beliefs in our job
application procedures. If you need assistance or an accommodation for your job, contactAskPX@px.trimble.com