CX/UX Research Specialist

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.At Great American, we value diversity and recognize the benefits gained when people from different cultures, backgrounds and experiences work collaboratively to achieve business results. We are intentionally focused on fostering an inclusive culture and know valuing diversity is an essential leadership quality. Our goal is to create a workplace where all employees feel included, empowered and enabled to perform at their best.Within our broader Enterprise Digital Strategy team, this person will be the first direct report to the CX Research Manager, together defining and establishing the team as it grows into Great American's de facto resource for customer knowledge & needs. In time, we will increase value and measurable growth for the business, and will be positioned to inform innovation and tech strategies. From day-one, expect to work closely with UX, Product, CI&A (Customer Insights & Analytics), IT/Architecture, and stakeholders (including Business Leadership). Feel comfortable being empowered in your role and work collaboratively and autonomously seamlessly. Be successful by delivering evoking insights that impact decision-makers and effectively evangelizing team opportunities.Great American's values include customer-focused, entrepreneurial spirit, respect for others, family, integrity, and accountability.Essential Job Functions and Responsibilities• Define, plan & conduct generative research projects independently, through all phases of the customer experience• Choose approaches best per ROI, goals, and timelines• Present and report insights to stakeholders• Ensure strategic and pertinent utilization of research• Assist the process of insights through product discovery, defining experience principles and informing priority decisions• Diagram external and internal flows; may produce storyboards and/or low-fidelity UX wireframes• Facilitate Design Thinking workshops• Shape the governing and expansion of our research repository• Establish & improve processes; operationalize Product research• Inform research team priorities and support OKRs/KPIs• Consult for other projects, including education as needed• Build trusting partnerships across disciplines and with stakeholders• Nurture on-going rapport with customers• Lead the work of others (mentor, prioritize, delegate and review assignments)• May have a participatory role in decisions regarding talent selection, development, and performance management for future direct reports.Culture & Values• Quality over quantity; outcomes over output• Intense collaboration• Transparent communication• Growth mindset• Humanitarian• Service-oriented• Agile/Adaptable• Passionate yet Patient• Data-informed• Fail fast; test to learnSkills• Critical, creative, and "big picture" thinking• Ability to thrive in complex, transforming organizations (alongside politics)• Expert in standard UX Research methods (empathy interviews, card sorting, usability tests, etc)• Proficient in journey mapping, JTBD, personas, and/or other CX Research methods• Experience in iterative concept testing• Experience in mixing methods and incorporating quantitative• Excellence in synthesizing data into information, and storytelling with audio/video/visuals tailored to varying audiences• Knowledge of market research methods, like segmentation & surveying• Knowledge of related skills a plus: Service Design, Change Management, Insurance (or other complex/highly-regulated industries)Job & Benefits• Full-time salary with work-life balance• Remote within driving distance of Cincinnati, OH• Travel as available, about 4 times a year for 2-5 daysJob Requirements• Education: A degree utilizing human research (e.g. anthropology), design, technology, or related.• Experience: Generally, 8 or more years of related experience.Business Unit:Business TechnologySalary Range:$0.00 -$0.00Benefits:The wage range for this job is based on role, level, and location. Within the range, individual pay takes into account a variety of factors that are considered in making compensation decisions including but not limited to skills, education, training, licensure and certifications, experience of the candidate, the role's scope, complexity, and other business and organizational needs. In addition to the base compensation, we offer a competitive Total Rewards package, which includes but is not limited to medical, dental, vision, paid time off, and 401(k) plan for full-time and part-time employees who are eligible for benefits.Your recruiter may be able to tell you more about our total rewards offerings and the specific wage range for the relevant location(s) during the hiring process.