Director, Research

Location: Toronto

FCV Interactive is the user-focused transformation agency. As a result of exciting new business wins, we are seeking a Director, Research to join our Customer Experience team reporting to our Senior Director of Strategy & Transformation. Culture is very important to us and we believe that smart, passionate and fun people build great companies. As Director, Research, you will work with a talented team creating digital experiences that make life better.

You have a track record in guiding the use of the right research approaches for a variety of circumstances, moving easily across the spectrums of qualitative and quantitative, divergent and convergent, and attitudinal and behavioral when the problem suits it best. You are adept at uncovering deep and relevant insight and translate these into actional outcomes and strategic solutions that deliverable user-focused results, and you’ve done this for major clients across all digital channels. You can deal with large amounts of data, determine what’s important, and distil it into actionable insights and compelling stories without getting caught up in ‘analysis paralysis.’

You will work projects with varied budgets - so flexibility and a range of delivery approaches and skills are required. You will be a champion for evidence-based insight to inform the design process, and will be a team player expert in taking ownership of your work and leading cross-functional teams to uncover insights and apply them in design solutions.

You'll be involved throughout the complete project lifecycle - from qualification of new business efforts, visioning, strategy, hands-on research leadership through to guiding our development and design teams in applying research insights, and creating programs of research to help clients keep users at the heart of their organization.

Responsibilities

  • Lead and grow the user research practice including research capabilities across a range of methods including: ethnographic field studies, lab-based usability studies and quantitative analysis from surveys
  • Plan, design and lead user-centred research projects from inception to delivery using qualitative, quantitative and evaluative methods
  • Uncover user experience insights and tie them directly to their potential to provide business- and user-value, through rigorous analysis and compelling storytelling using data and insights
  • Work closely with our Service Design, Strategy and User Experience teams to formulate user-centric strategies for clients across channels
  • Oversee all research, including third parties conducting user recruitment and incentives, to ensure quality and smooth service delivery for clients
  • Participate in all aspects of customer experience design phases to provide expertise and guidance founded in user-research, for example co-design sessions that bring research insights directly into the design solutions
  • Provide oversight and direction for multiple projects, proactively finding connections and opportunities for teams to work together
  • Manage a wide range of sometimes conflicting resource needs, thinking strategically and creatively when it comes to prioritization
  • Lead and mentor team members, manage team reviews, and implement feedback
  • Work with Business Development, Client Services and project team leads to formulate detailed work plans and estimates for strategic and tactical research projects
  • Standardize and continuously improve research processes and materials, such as report templates and test protocols, advancing our ability to effectively communicate research insights in ways that make them easily accessible and actionable by our clients
  • Assist FCV HR team and Senior Director of Strategy & Transformation in recruiting new resources to grow the Customer Experience team at all levels both directly through interviews and candidate vetting, and indirectly through networking events and relationship building with educational establishments
  • Report to the Senior Director of Strategy & Transformation for all approvals, and senior project leads as required by the project
  • Represent the agency as a champion, in marketing opportunities such as speaking engagements or presentations and industry networking events

Skills and Experience

  • 10 years experience developing and conducting user research in a business context with multiple methods and outcomes
  • Portfolio of work demonstrating abilities at developing research programs and projects, including: strategies, plans, study designs, testing, analyzing, reporting, and presenting findings
  • Degree level education in relevant field (e.g., Human Factors, Interaction Design, Ethnography, or Research)
  • Experience in leading research sales and business development efforts (i.e., evangelising, pitching, estimating, negotiating, and seeking out opportunities to grow work with new and existing clients)
  • Extensive user-centred design research thought leadership examples 
  • Experience mentoring, developing and managing team members
  • Excellent observation skills and a great analytical ability
  • Strong verbal and written communication skills coupled with unparalleled attention to detail
  • Technical background or ability to understand complex technical concepts (e.g., statistics, data visualization, and technical design)

Please forward your resume to: recruiting@fcvinteractive.com. We look forward to hearing from you!

Thank you for your interest in FCV Interactive. Due to the large volume of resumes we receive, we are only able to contact those applicants that are most qualified for each position.

Please no calls from recruiters or employment agencies. FCV Interactive does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Services Agreement, FCV Interactive will not consider or agree to payment of any referral compensation or recruiter fee.

FCV Interactive is an Equal Opportunity Employer.

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