Alaska Airlines User Experience Researcher in Seattle, Washington

REPORTS TO

User Experience Manager

ALASKA AIRLINES' STORY

Alaska Airlines is one of the most respected names in aviation and flies throughout its namesake state and the Lower 48, as well as to Hawaii, Canada, Mexico and Costa Rica. Our roots date to 1932 and are symbolized by the Alaska Native painted on the tails of our aircraft. Guided by what we call the "Alaska Spirit", we pride ourselves on providing a lifeline to remote communities while delivering renowned service to everyone we fly. This commitment has brought us national and international recognition. We've been honored with a variety of awards by readers of Travel + Leisure, Conde Nast Traveler, USA Today and others. Alaska, with Virgin America, is the premier airline for people on the West Coast, and together with its sister carrier Horizon Air, flies to more than 115 destinations. The two airlines are subsidiaries of Alaska Air Group Inc. (NYSE:ALK) with annual revenues exceeding $7 billion.

POSITION INFORMATION

Role Summary Come join Alaska Airlines' UX Research Team! We are a group of passionate researchers who are focused on bringing engaging and delightful experiences to the planning and purchasing of airline tickets, the check-in process at the airport, and much more.

We are looking for a mid-level UX researcher to contribute and conduct research with little guidance and oversight for our newly formed UX Research team. We are a collaborative group who works together on generative research activities to help inform business strategies and directions, in addition to conducting evaluative studies to detect user experience issues and maintain the health of our digital offerings.

Scope & Complexity As a mid-level individual contributor, you'll work across several product teams, partnering with other researchers, designers, product managers to develop and maintain the user experiences for AlaskaAir.com, our mobile apps, and kiosks. You will need to be familiar with Agile development, Lean UX, developing inclusive products, and have the ability to work independently. Having a passion for teaching stakeholders about the user centered design process and user research is a plus, in addition to an appetite for delivering unique and interactive reports to the teams.

Key Duties

  • Advocate for usability, accessibility, and good user experience design throughout the product development process.

  • Conduct large scale research activities with little guidance, including interviews, contextual inquiries, field visits, prototype evaluations and more, focused on understanding our customers and their behaviors and motivations.

  • Create generative and evaluative research plans, identifying goals, methods and timelines, developing participant screeners and writing discussion guides.

  • Moderate sessions and participate in notetaking and affinity diagraming activities to gather data and developing

  • Synthesize insights into actionable insights and guidance: personas, journey maps, mental models, usability reports, etc. for shared and future use. Balance the level of detail for documentation with time.

  • Present research insights in a digestible story at different levels of depth depending on the audience. Reports will be interactive and engaging.

  • Present to diverse audiences including e-commerce team members and executives in an easy to understand way, leveraging best practices of storytelling.

  • Leverage existing sources of customer feedback and data such as analytics, satisfaction surveys, and best practices research

  • Assist in research admin activities, such as maintaining research team SharePoint site and research tracking spreadsheets

  • Utilize analytics and AB testing to inform product recommendations and define metrics as needed

  • Build partnerships and working agreements with product, marketing and analytics teams

  • Mentor and coach team members about the research methods and user centered design process

Job-Specific Experience, Education & Skills Required

  • A minimum of 3 years' experience in a related field AND Bachelor's degree; or a minimum of 4 years' experience in related field in lieu of a bachelor's degree

  • Experience and/or working knowledge of conducting generative research, site and field visits

  • Experience with Usertesting.com and other user research tools for remote research efforts

  • Experience integrating research insights into Lean UX and agile product development.

  • Understand pros and cons of different research approaches, including when and how to apply them during different phases of design.

  • Strong communication, presentation and interpersonal skills.

  • Understanding of analytics and AB testing and to define metrics as needed

  • 1-year experience working in e-commerce

  • Excellent problem solving and decision-making skills.

  • High school diploma or equivalent required.

  • Minimum age of 18.

Preferred

  • Master's degree or advanced degree in behavioral science, human factors, psychology, or design preferred.

  • Interest in conducting a wide range of studies from foundational generative research to evaluative research to guerilla and lean UX research activities.

Job-Specific Leadership Expectations Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.

THE LOCATION

The location for this position is in Seattle, Washington

OUR CULTURE - ALASKA AIRLINES

For eligible employees, our company offers a unique total rewards package that few companies can match, including insurance coverage for medical, dental and vision care, 401(k) retirement savings plans, monthly and annual incentive bonus plans, time off and a generous employee travel program. Our values reflect who we are at work and in our communities: Own Safety, Do the Right Thing, Be Kind-Hearted, Deliver Performance, and Be Remarkable. Alaska Airlines also fosters a diverse and inclusive culture and is an Equal Opportunity Employer.

POSTING INFORMATION

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Alaska Airlines and Horizon Air do not tolerate discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital status, disability, protected veteran status, genetic information, or any other basis protected by applicable law. Employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants are also protected by law.

Alaska Airlines y Horizon Air no toleran discriminacion o acoso en base a raza, color, credo, religion, origen nacional, estatus migratorio de residencia o ciudadania, edad, sexo, orientacion sexual, identidad de genero o expresion, estado civil, discapacidad, estado veterano protegido, informacion genetica o cualquier otra base protegida por la legislacion aplicable. Empleados o aspirantes que indaguen, discutan o revelen su compensacion o la remuneracion de otros empleados o aspirantes tambien estan protegidos por ley.

Job ID: 32901

Location: Seattle, WA

Full/Part Time: Full-Time

Regular/Temporary: Regular