Job Details

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Russell Tobin's client, an American multinational technology company, is hiring a Usability Specialist III – Delivery Experience (CX) at Bellevue, WA

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Employment Type: Contract/ Hybrid

Location: Bellevue, WA 98004 (Hybrid)

Duration: 5+ months with possible extension

Pay range: $45/hr - $50/hr

Schedule: Mon – Fri

Job Description:
About the Role:
Have you ever experienced the delight of knowing you’ll get a delivery exactly when and how you wanted it? The Delivery Experience Customer Experience (CX) team is seeking a Usability Specialist to build on this delight and reimagine how millions of customers engage with their purchases after checkout. In this role, you’ll support a customer experience team by conducting, training, and assisting customer research to explore new ways for shoppers to understand and manage their orders, working directly with multi-disciplinary teams to connect evolving customer needs with emerging technologies.
Your work will focus on collaborating with researchers and designers to bring customer experience to the forefront by conducting usability studies, coaching usability best practices, and offering research support. By uncovering insights and influencing strategy, direction, and design, you’ll help reshape how people think about and interact with their orders—from the moment they complete a purchase until it arrives and beyond—turning these into moments customers can look forward to in shopping.

Key Responsibilities:
As a key standard-setter and supporter of customer research, you will:

• Use your knowledge of customer research methods and experimental design to conduct and support research initiatives that align with and inform business strategy and goals across the customer journey.
• Serve as platform expert, including training and supporting designers in utilizing the platform effectively.
• Coach and mentor designers to enhance their research capabilities, contributing to raising the research bar on the team. This includes assisting in preparing and reviewing research materials such as research plans, screening criteria, and study protocols.
• Use strong communication, presentation, interpersonal, and analytical skills to convey complex concepts clearly and persuasively to stakeholders, cross-functional audiences, and leadership.
• Help designers and product teams determine the right research questions to ask.
• Define and execute research methods appropriate to the questions at hand, including usability studies, surveys, in-depth interviews, and field studies.
• Provide focused, insightful, and actionable findings by quickly and thoroughly analyzing a wide range of primary and secondary data types.
• Translate insights into measurable customer experience outcomes aligned to business goals.
• Manage overlapping projects with strong organizational skills and the ability to multitask.

Required Qualifications:

• Advanced degree in Experimental Psychology, Cognitive Psychology, Social Psychology, Human Factors, Human-Computer Interaction, Behavioral Economics, or a related field.
• 7+ years of experience conducting user research and usability studies across various development lifecycle stages.
• Expertise remote research tools.
• Strong analytical and problem-solving skills.
• Excellent written communication, presentation, and interpersonal skills.
• Experience collaborating with design teams and cross-functional stakeholders.
• Proven ability to manage multiple projects with strong organizational skills.

Preferred Qualifications:

• Experience in e-commerce or delivery service research.
• Experience coaching or training others in research methods.
• Experience researching and developing experiences for global markets.
• Strategic, business-building approach to research with a passion for translating data into impact.
• Experience applying a variety of research methods—qualitative and quantitative, attitudinal and behavioral, generative and evaluative.
• Experience designing and running original experimental research on digital products and services.
• Working understanding of the design process and how research integrates at each phase.
• Understanding of human motivations, capabilities, and limitations as applied to interactive systems.
• Ability to uncover root causes of good or bad research results for a given UI design.
• Basic grasp of quantitative data analysis and inferential statistics.
• Strong written, verbal, and visual communication skills; ability to distill complex ideas into concise, impactful narratives.
• Passion for staying updated on the latest in behavioral science, research methods, and UX design and applying insights to your work.

Benefits that Russell Tobin offers:
Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.