Senior CX/UX Researcher

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value diversity and recognize the benefits gained when people from different cultures, backgrounds and experiences work collaboratively to achieve business results. We are intentionally focused on fostering an inclusive culture and know valuing diversity is an essential leadership quality. Our goal is to create a workplace where all employees feel included, empowered and enabled to perform at their best.

Within our broader Enterprise Digital Strategy team, join a forming top-tier research team currently consisting of a manager and a specialist who are defining and establishing the team as it grows into Great American’s de facto resource for customer knowledge & needs. In time, our team will increase value and measurable growth for the business, and will be positioned to inform innovation and tech strategies. From day-one, expect to work closely with UX, Product, CI&A (Customer Insights & Analytics), and IT/Architecture. Feel comfortable being empowered in your role and work collaboratively and autonomously seamlessly. Be successful by delivering evoking insights that impact decision-makers and effectively evangelizing research that matters.

Great American’s values include customer-focused, entrepreneurial spirit, respect for others, family, integrity, and accountability.

Responsibilities

• Help define & plan generative research projects, through all phases of the customer experience
• Understand approaches best per ROI, goals, and timelines
• Execute projects mostly independent, but with guidance & support, including: recruit, schedule, conduct, synthesize, document, & review

• Present and report insights to stakeholders 
• Focus on 1-2 large projects, while contributing to others’ projects
• Serve as a SME when product owners, designers and developers are executing on insights
• Diagram external and internal flows; may produce storyboards and/or low-fidelity UX wireframes
• Help plan and run Design Thinking workshops

• Contribute to our research repository and its maintenance
• Lead and/or consult UX Discovery research, like concept testing

• Assist & improve processes with Product & UX research
• Operate within research team priorities to meet OKRs/KPIs

• Educate & train others on research ROI, processes, and methods
• Build trusting partnerships across disciplines
• Nurture on-going rapport with customers

Team Culture & Values

• Quality over quantity; outcomes over output
• Intense collaboration
• Transparent communication
• Growth mindset
• Humanitarian
• Service-oriented
• Agile/Adaptable
• Passionate yet Patient
• Data-informed
• Fail fast; test to learn

Skills

• Critical, creative, and “big picture” thinking
• Ability to thrive in complex, transforming organizations (alongside politics)
• Proficient in standard UX Research methods (empathy interviews, card sorting, usability tests, etc.)
• Experience in journey mapping, JTBD, personas, and/or other CX Research methods
• Experience in iterative concept testing
• Experience in mixing methods and incorporating quantitative
• Excellent in synthesizing data into information, and storytelling with audio/video/visuals tailored to varying audiences
• Awareness of market research methods, like segmentation & surveying
• Knowledge of related skills a plus:
  • Service Design
  • Change Management
  • Insurance, or other complex/highly-regulated industries

Job & Benefits

• Full-time salary with work-life balance
• Remote within driving distance of Cincinnati, OH
• Travel as available, about 4 times a year for 2-5 days

Business Unit:

Salary Range:

Benefits:

The wage range for this job is based on role, level, and location. Within the range, individual pay takes into account a variety of factors that are considered in making compensation decisions including but not limited to skills, education, training, licensure and certifications, experience of the candidate, the role's scope, complexity, and other business and organizational needs. In addition to the base compensation, we offer a competitive Total Rewards package, which includes but is not limited to medical, dental, vision, paid time off, and 401(k) plan for full-time and part-time employees who are eligible for benefits.

Your recruiter may be able to tell you more about our total rewards offerings and the specific wage range for the relevant location(s) during the hiring process.