Senior User Researcher
About Viamo
Mobile technology is revolutionizing how organizations engage with their end users. More than 96% of the world’s population has access to a mobile phone, meaning it is now possible to reach nearly every single person on the planet. Yet 3 billion people living in emerging markets still lack access to relevant, timely, and engaging information in their local languages, and their voices remain underheard. The organizations that serve them lack the technology and capacity to reach them, and many are unaware of the power of mobile technology to meet their organizational goals.
Viamo connects individuals and organizations using digital technology to make better decisions. With more than 35 million people reached in 2021 alone, we are well on our way to meeting our goal of reaching 50 million people annually by 2023.
We provide organizations with the digital solutions and expertise to meaningfully engage their target audiences on the mobile devices they already have. We do this by disseminating actionable benefits through digital campaigns, digital training, and the Viamo platform – a toll-free gateway to the world with no internet connection required. We also use digital surveys to gather feedback and collect lean data to hear from the people you serve and to support operational decision-making.
About the role
The Senior User Research Manager will be critical in the design process by leading user research efforts for our products and services. You will lead the research team, drive the development and implementation of research initiatives and establish a culture of research excellence at Viamo. You will collaborate with designers and cross-functional teams to understand our users’ needs and pain points and translate that into insights to improve engaging user experiences. You will mature Viamo’s UX research by establishing best practices, and design frameworks, evangelizing research across the organization, and ensuring human-centered design principles and approaches are integrated into research projects.
What does success look like?
- Impact: We measure unique individuals who meaningfully engage with our services, and we track the behavior and frequency of these interactions.
- Revenue: We measure the value of contracts acquired in each market and we track the timely and quality implementation of these projects.
- New business development: We measure our success in a market by the number and financial value of new business opportunities generated and contracts signed.
Key Responsibilities
Design Research & Research Operations:
- Develop and implement research policies, procedures, and best practices to ensure quality, consistency, and compliance with industry standards.
- Manage research resources, including budgets, staffing, equipment, and facilities, to support efficient and effective operations.
- Identify and evaluate new research methodologies, technologies, and tools to enhance the capabilities and competitiveness of the research function.
- Lead the development and implementation of research initiatives, projects, and programs that align with the company’s strategic goals and objectives.
- Project management of partner design and research projects from inception to implementation. Manage complex projects in collaboration with country teams, partnerships, and external stakeholders. Ensure projects are resourced and budgeted for accurately. Ensure project milestones and deliverables are met
- Conduct and oversee qualitative and quantitative research projects, including surveys, focus groups, and experiments, to generate insights and recommendations that inform business decisions.
- Lead efforts to establish a culture of research within the organization, including evangelizing research, developing and delivering training, and fostering collaboration and communication.
Team Management
- Hire, train, mentor, and manage a team of research professionals, providing guidance, coaching, and performance feedback to ensure high-quality work, professional development, and team cohesion.
- Foster a culture of innovation, collaboration, and continuous improvement, encouraging creative thinking, experimentation, and learning.
Stakeholder Management
- Collaborate with cross-functional teams, including product management, marketing, sales, and customer service, to identify research needs, opportunities, and priorities that support business growth and customer satisfaction
- Build and maintain relationships with internal and external stakeholders, including vendors, customers, and industry partners, to ensure the successful execution of research projects and programs
Key Performance Indicators
- Voice of the user – User insights and recommendations
- Helping to improve retention & new user numbers
Team and Reporting Structure
- Reports to the Director of Design & Research
Profile
Required
- Bachelor’s or Master’s degree in human-computer interaction, psychology, research, or in a related field, such as market research, business, or statistics
- 7+ years of experience in user research and human-centered design with a portfolio showcasing successful projects with a focus on developing countries
- A track record of successful team leadership, project management, and stakeholder management – leading projects from conception to launch
- Strong knowledge & experience applying research methodologies, techniques, and tools, with expertise in at least one area, such as customer research, product research, or UX research
- Experience in managing research resources, including budgets, staffing, and equipment
- Excellent communication, collaboration, and interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels
- Strong analytical and problem-solving skills, with the ability to collect and interpret complex data sets and generate insights and recommendations that inform business decisions
- Experience working in a multicultural and diverse environment
- Diverse applicants from the African continent are an added advantage.
Desirable
- Experience living and working in Africa, preferably in a country where the Viamo Platform is operational
- Ability to understand, speak and write in French