OVERVIEW

At The Home Depot Canada we have a relentless focus on customer service and are on a
mission to provide the best interconnected shopping experience to our customers.
We’re on the lookout for a talented UX Researcher to join our UX team at The Home Depot. You’ll be designing and delivering quantitative research that informs tactical and strategic decisions for our e-commerce business alongside partners in Product Management, Analytics and Design.
You are deeply curious with strong data acumen who can easily triangulate across disparate data sources to identify deep insights about customers’ experience and how it can improve.
We’re seeking a self-starter to improve our understanding of our customers’ experience shopping with us and what areas in which we should improve customer satisfaction and loyalty.
You thrive in a fast-paced, deadline-driven environment, where you can showcase your ability to take ownership and drive change through strong collaboration, influence, and communication skills.
As a UX Researcher, reporting directly to the Manager of UX Research, you’ll play a crucial role in helping us understand our customers’ pain points and needs to deliver seamless, delightful, interconnected experiences for our home improvement customers across Canada.

TRAVEL REQUIREMENTS:

• Limited – generally limited to the GTA stores and Innovation Centre

PHYSICAL REQUIREMENTS:

• Extended Sitting

MINIMUM EDUCATION:

University/College degree in an analytical or research-focused field is preferred (e.g., Business Administration/Marketing Research, Data Science, Statistics, Cognitive Science, Psychology, Human Factors, Human Computer Interaction, Interaction Design, Information Sciences)

MINIMUM YEARS OF WORK EXPERIENCE:

• 3-5

MINIMUM LEADERSHIP EXPERIENCE:

• N/A

OTHER REQUIREMENTS/ASSETS:

• Proficiency with SQL, GCP or Adobe Analytics and data visualization tools like Tableau and experience analyzing large data sets and building statistical models is preferred but not required
• Experience with behavioural analytics tools like Fullstory, Contentsquare or Quantum Metric is preferred but not required

(40%) Conduct quantitative research studies with fellow researchers using methods like surveys and behavioural data analyses to deepen our understanding of customers’ experiences and shape product strategy.

• Oversee the entire research process, from framing and scoping problems to executing, analyzing, and reporting actionable insights that inform decisions and create meaningful change for the business.
• Combine insights from VOC survey data with other research sources, like interviews and analytics, to craft a narrative that brings the customers’ experience to life.
• Share findings in an engaging and relevant way, providing actionable recommendations to all cross-functional teams, including senior leadership.
• Prioritize research projects with the Manager of UX Research to ensure the right research is done at the right time, scale, and scope, delivering the most impactful insights for the business.
• Build collaborative partnerships with Product, IT, Analytics, UX, and other VOC channel owners to integrate related data at all stages of the product development process

(40%) Lead the ongoing Digital Voice of the Customer (VOC) program by uncovering and sharing insights to help The Home Depot better understand and support our customers’ shopping needs.

• Own reporting for our VOC program, including creating weekly reports on survey data.
• Oversee customer verbatim analysis and improve our text analytics schema
• Enhance data collection strategy to boost response rates and improve data quality

(40%) Conduct quantitative research studies with fellow researchers using methods like surveys and behavioural data analyses to deepen our understanding of customers’ experiences and shape product strategy.

• Oversee the entire research process, from framing and scoping problems to executing, analyzing, and reporting actionable insights that inform decisions and create meaningful change for the business.
• Combine insights from VOC survey data with other research sources, like interviews and analytics, to craft a narrative that brings the customers’ experience to life.
• Share findings in an engaging and relevant way, providing actionable recommendations to all cross-functional teams, including senior leadership.
• Prioritize research projects with the Manager of UX Research to ensure the right research is done at the right time, scale, and scope, delivering the most impactful insights for the business.
• Build collaborative partnerships with Product, IT, Analytics, UX, and other VOC channel owners to integrate related data at all stages of the product development process.