User Experience Researcher

How you'll help us Keep Climbing (overview & key responsibilities) At Delta, our Digital Experience Team is the driving force behind shaping cohesive and impactful digital journeys. We are committed to human-centered design to address the dynamic needs of today’s users while advancing future possibilities. Our approach involves transitioning from individual skill teams to collaborative Design and UX teams with a continued focus on design excellence that sets the bar for digital experiences and inspires product and teams at Delta. We are inviting top-tier talent to join us in this journey to drive the creation of exceptional digital experiences for our customers and employees. We are seeking a User Experience Researcher to join Delta’s Digital Experience Design team. The role will oversee research initiatives that support digital product strategy, focusing on understanding the needs, attitudes, and behaviors of end users to enhance the overall user experience and drive engagement across Delta’s digital products, including both employee and customer-facing channels. This person will be responsible for designing, executing and presenting mixed method user research insights and recommendations to the Digital Experience organization, internal, and external stakeholders. It is important that the candidate has a professional, confident, and polished demeanor; is outgoing, articulate and passionate about user research; and able to work well with large product teams. The person in this role should be able to present research findings and recommendations in a clear manner. This position is based in Atlanta and hybrid, requiring in-office work. Requires authorization to work in the United States. Key responsibilities Coordinate with UI/UX design, design agency, product, and other stakeholder teams to execute upon the strategy to drive a best-in-class digital user experience. Collaborate with internal and external stakeholders to define and prioritize user experience research objectives, develop user research plans. Design, conduct, moderate, and analyze user research studies, including but not limited to focus groups, in-depth interviews, surveys, navigation testing, eye tracking, lab-based and remote usability studies, heuristic evaluations, benchmark analyses, A/B testing, and online customer tracking and panels. Coordinate and execute multiple concurrent user research related projects, effectively managing competing priorities. Present research findings with clear, actionable implications, and communicate deep customer needs and design best practices to stakeholders and senior leadership across the organization. Ensure insights are synthesized into concise, actionable recommendations that tell the user’s story. Create and maintain relationships with vendors, internal and external business contacts. Act as a subject matter expert for usability perspective within the team, evaluating new and existing experiences and applying known principles across these experiences. Follow how the industry is transforming, staying up to date on UX research best practices. Always looking for ways to improve the research and deliverables. Be the voice of our users providing recommendations to ensure we are creating data-driven user-centered digital experiences. What you need to succeed (minimum qualifications) 3+ years of experience in user-centered design and UX research, including planning, conducting, analyzing, and presenting insights, leading both generative and evaluative studies, experience with websites and/or mobile apps preferred. Strong knowledge of mixed-method UX research practices, encompassing both qualitative and quantitative methods, moderated and unmoderated approaches, and statistical analysis. Comprehensive understanding of the design process and agile development. Experience in creating documents, analyses, and presentations using Microsoft Office (Word, Excel, PowerPoint). Experience with in-lab and remote usability testing, heuristic evaluations, and digital ethnographic studies. Strong interpersonal skills that demonstrate the ability to work and collaborate on multidisciplinary teams. Experience in vendor management, including establishing and maintaining relationships with vendors and other external business contacts. A self-starter, organized, with the ability to work in a fast paced environment managing multiple projects concurrently with tight timelines with attention to detail and accuracy in all work. Consistently prioritizes safety and security of self, others, and personal data. Embraces diverse people, thinking, and styles. Possesses a high school diploma, GED, or high school equivalency. Is at least 18 years of age and has authorization to work in the United States. What will give you a competitive edge (preferred qualifications) Masters or PhD in human-computer interaction, Human Factors, Cognitive Psychology, Usability Engineering, or a related field. Applying theoretical and methodological frameworks, generating hypotheses, recognizing bias in study design. Data synthesis: integrating qualitative, quantitative, behavioral, and secondary data, as applicable, into cohesive, actionable insights. Familiarity with prototyping tools such as Figma. Experience with User Zoom, User Testing, Qualtrics, Tobii eye trackers. Benefits and Perks to Help You Keep Climbing Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience and Servant Leadership – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way: Competitive salary, industry-leading profit sharing program, and performance incentives. 401(k) with generous company contributions up to 9%. New hires are eligible for up to 2-weeks of vacation. This is earned for use in the following vacation year (April 1 – March 31). In addition to vacation, new hires are eligible for up to 56 hours of paid personal time within a 12-month period. 10 paid holidays per calendar year. Birthing parents are eligible for 12-weeks of paid maternity/parental leave. Non-birthing parents are eligible for 2-weeks of paid parental leave. Comprehensive health benefits including medical, dental, vision, short/long-term disability and life insurance benefits. Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages. Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health. Domestic and International space-available flight privileges for employees and eligible family members. Career development programs to achieve your long-term career goals. World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint. Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies. Recognition rewards and awards through the platform Unstoppable Together. Access to over 500 discounts, specialty savings and voluntary benefits through DeltaPerks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare. Delta Air Lines, Inc. is an Equal Employment Opportunity /Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here. #J-18808-Ljbffr