EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases - all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 2,700 people worldwide, most now working hybrid or remotely. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and outstanding team. EIS is a company that will motivate you, inspire you, and allow you to grow. Our mission is to transform lives by providing relevant and reliable information when, where, and how people need it. We are looking for bright and creative individuals whose unique differences will allow us to achieve this inclusive mission around the world.

Mission      

EBSCO Information Services is seeking a human-centric, analytical, and results-driven manager to lead our growing UX Research & Insights team. You will have the opportunity to impact the UX strategy and design by delivering evidence-based insights that help teams build better products that lead the market. Your primary responsibilities will include delivering a wide range of research programs including traditional and new approaches in recruitment, methodology and reporting. You will build out and establish the next level of UX Research Team abilities focused on leading quantitative research initiatives and establishing processes for incorporating data-driven insights into product development. In the end, you will lead a team delivering powerful and impactful research that drives outcomes for our customers.

Primary Responsibilities

User Research / Primary Research:

• Conduct research aligned to product development and enhancement roadmaps  
  • Determine appropriate user research methods
  • Independently write research proposals, test plans and scripts 
  • Act as lead facilitator during research sessions (as needed)  
  • Write final report with actionable recommendations 
  • Present final report to project teams 
  • Create and maintain searchable research repository of information on users, behaviors, and research conclusions. 
• Conduct periodic user testing on competitor sites. 
• Write / contribute articles to industry journals on topics related to user research, approaches, and methodologies 
• Present findings to customers in partnership with Sales or at industry conferences 
• Contribute to Customer collaborations and UXRaaS professional services agreements (UX Research as a Service)

Secondary Research & Analysis:

• • Perform in-depth secondary research and literature reviews to support initiatives. 
  • Write findings and present to project teams about target audience characteristics and behaviors. 
  • Evolve the core set of EBSCO user personas based on new findings about user segment behaviors. 
    Other 
  • Introduce new tools and methodology for research methods and user experience documentation to the department/company. 
  • Stay current with industry and competitive trends, sharing your knowledge with the team/department. 
  • Support Sales by participating in customer visits, presenting to customers on findings and methodologies and introducing new ways to meet customer research needs.

Quantitative User Researcher:

• Develop a strong understanding of our users, and contribute to persona documentation around target audience characteristics and behaviors captured through empirical data
• Synthesize data across multiple inputs, including both quantitative and qualitative inputs such as user research findings, large-scale surveys, product analytics, etc.
• Conduct regular reviews of research insights and data analysis to identify experience gaps and research questions within our core product portfolios
• Lead quantitative user research initiatives including:
  • Determine appropriate research method for topic
  • Independently design, execute and analyze research
  • Write and deliver final reports with actionable insights
• Identify, lead or collaborate on in-market A/B or multivariate experimentation opportunities
• Maintain regular insights reviews with cross-departmental stakeholders

Voice of Customer Insights:

• Establish methods of evaluation to guide a newly emerging VoC program
• Develop a data driven prioritization index of customer needs
• Partner with Product to influence and help shape product roadmaps
• Establish reporting and forums for sharing VoC results with cross-organizational teams

Required Qualifications

• 7+ years of experience with user experience research methods, with a strong competency on quantitative research methodologies and analysis techniques.
• Strong analytical skills, to critically evaluate the information gathered from multiple sources, reconcile conflicts, and distill high-level information into details and recommendations.
• Strong writing and presentation skills.
• Bachelor’s degree required. Advanced degree preferred.

Preferred Qualifications

• Strong collaboration and story-telling skills.
• Organizational skills, to work with the vast array of information gathered during elicitation and analysis and to cope with rapidly changing information.
• Interpersonal and communication skills, to help negotiate priorities and to resolve conflicts among project stakeholders.
• Experience with both qualitative and quantitative research methodologies a plus.
• Familiarity with UX Research & Insights testing tools, intercept platforms and data management applications, such as Qualtrics, UserTesting.com, Net CRM, User Behavioral analytics software.
• The ideal candidate is familiar with library systems and the Ed-technology industry. Knowledge of online database research products, institutional repositories.

COVID VACCINATION REQUIREMENT: As directed by Executive Order 14042: Ensuring Adequate COVID Safety Protocols for Federal Contractors, all current and newly-hired EIS employees in the United States are required to be fully vaccinated by January 18, 2022 or by their date of hire.
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.