UX Research & Insights Manager

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Job Summary

The Office of Information Technology encourages applications for our UX Research & Insights Manager! This is a strategic role that leads the UX research and assessment area of OIT's User Experience team, creating processes and practices for OIT services and portfolio projects to ensure they are grounded in user insights and aligned with OIT's operating principle, "User Experience Matters". This role bridges research and organizational impact by leading OIT's efforts to track and use data to advise decision-making for OIT services and projects by defining and tracking success metrics, customer feedback, and Key Performance Indicators that drive continuous improvement, service excellence, and student success.

This position supervises 3 student employees, a Temporary UX Researcher, and reports to the Assistant Director of User Experience & Information Design.

CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.

Who We Are

Vision:

* OIT will be valued by campus as a strategic, inclusive and innovative partner in advancing learning and discovery in order to enable CU Boulder to be an outstanding public university.

Mission:

* OIT enables campus priorities by providing high-value IT services and solutions.

Values:

* Trust, as a foundation for how we engage with one another and with campus partners, along with

* Curiosity in how to better support the campus and our partner's while

* Encouraging empowerment and authentic engagement among ourselves and

* Celebrating a culture that promotes a sense of belonging while acknowledging that each person is unique and valued.

Strategy:

* OIT will advance learning and discovery by delivering high-value reliable IT services and solutions that:

* Provide a fluid and adaptable academic and student experience

* Enable research competitiveness and

* Deliver core infrastructure and enterprise IT services for business efficiency.

What Your

Key Responsibilities Will Be

Lead UX Research & Assessment for OIT Services & PMO Projects

* Partner with OIT service managers, the Program Manager for IT Service Management and OIT leadership to establish, track, and refine Key Performance Indicators, Objectives and Key Results, and other metrics so that OIT has the information needed to continuously improve its delivery of high-quality services and experiences to campus.

* Lead UX Research for OIT Portfolio Management Office projects. Create and improve upon UX team practices around project intake, resourcing, scoping, communication, and collaboration. When applicable, establish success metrics to track project progress, user satisfaction, and impact.

* Create and iterate as needed on processes to capture, analyze, and report on UX or other service data (such as customer feedback) to identify and resolve service, process, and communication gaps, and to understand customer demand and needs.

* Contribute to the Organizational Change Management (OCM) initiatives for user-impacting services and projects by partnering with OIT OCM staff, User Engagement, Business Analysis and Project Management specialists to optimize the end user experience.

* Be a strategic OIT partner and contributor to student success and other key academic initiatives by strategizing and leading the UX research engagement. When applicable, create processes and resources to empower and train campus partners to conduct their own UX research studies.

Oversee UX Research & Assessment for OIT's UX Team

* Establish a flexible and collaborative framework and set of processes grounded in research standards for OIT's UX team.

* Lead the team's UX Research arm to actively collect, analyze and share information and data about user needs and requirements with technical staff, administrators, and campus leadership by:

* Gathering end user preferences using UX research methods including surveys, focus groups, diary studies, design walkthroughs or design feedback sessions.

* Planning and facilitating research and design activities with partners and project teams to develop design solutions (wireframes, recommendations) that meet the needs of business offices and our students, staff and faculty.

* Summarizing and abstracting principles of design and requirements of design that meet users' needs.

* Collaborating with OIT teams, especially UX designers and developers, to translate user findings into designs and usable interfaces or processes.

* Supervise the UX team's research data and artifacts by:

* Creating and maintaining a research repository of past research, findings, and key insights.

* Establishing processes for data storage and data cleanup or deletion.

* Using CU and OIT enterprise technologies for UX research when possible, while…