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Research and Customer Experience Director


Westlake, OH
ID: 44645

RRD Marketing Solutions is an analytics-driven, multi-channel, customer engagement firm.  We are currently looking for a Research & Customer Experience Director due to continued growth. This person will oversee marque accounts, contribute strategic thought leadership and provide mentorship to the team. The candidate must have demonstrated experience effectively managing clients and people with a drive to create outstanding customer experiences. He/she will have deep prior user research experience, empathy and passion for the field of usability and user experience.

RRD is an EEO/AA including Vets and Disabled Employer

Required Skills


  • Manage, foster and grow assigned research and user experience accounts, including providing strategic guidance and working with project teams to exceed expectations through effectively delivering customer experience projects
  • Work effectively with project managers, account managers and project teams to produce deliverables with exceptional accuracy and quality on time and on budget
  • Manage and lead customer experience projects utilizing the following methodologies (or other appropriate methodologies) within the research and customer experience discipline:
    • Formal (lab based), remote, iterative, comparative and competitor usability testing
    • Lab based, remote and completely mobile eye tracking studies
    • Heuristic Evaluations & Competitor Assessments
    • Information Architecture, Card Sorting & Task Analysis
    • Contextual Inquiries & Ethnographic Research
    • User Personas
    • Customer Journey Maps
    • One-on-One Interviews (IDIs), Focus Groups & Surveys
    • Online Research
  • Lead sales efforts including identifying appropriate methodologies, producing work estimates, creating proposals and SOWs, conducting remote and client-facing presentations, and independently closing sales
  • Be knowledgeable of and educate prospects and clients with the breadth and depth of RRD Marketing Solutions offerings.
  • Serve as an expert within the research and customer experience discipline and be able to clearly articulate RRD Marketing Solutions key differentiators as it relates to user-centered design and customer experience and explain our approach
  • Help educate client and internal staff on user research, market research, usability best practices, and be an advocate of the Research & Customer Experience Group
  • Work closely and foster relationships with internal account managers, partners, and department heads to identify new sales opportunities
  • Help build RRD Marketing Solutions research and customer experience processes, structure, service offering and methodologies
  • Bring leadership, provide mentorship and conduct training to the team
  • Manage direct reports as assigned

Required Experience


  • Superior verbal, written, presentation, and interpersonal communication skills, demonstrated ability to motivate, support and understand different project teams; pleasant, professional demeanor
  • Have advanced understanding and awareness of usability, user research, market research and UCD methodologies
  • 8-10 years of experience in the field of usability and user research
  • Some evenings required (for research studies, client engagements); Travel as necessary
  • Five years’ experience minimum of demonstrated expert facilitation of usability testing, in-depth interviews, focus groups and other methods of research
  • Bachelor’s degree in User Experience, HCI, Psychology, Marketing or a related field required; Advanced degree preferred
  • Prior agency or consulting experience strongly preferred
  • Prior experience with eye tracking and neuroscience techniques a plus
  • Passion and dedication to building better customer experiences
  • Fit the RRD Marketing Solutions culture: honesty; hard work; team-focused

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