The role
The Customer Experience Strategy practice at HelloFresh is a cross-functional team that brings physical and digital product and service experiences to life through strategic research, design, prototyping, business modeling and storytelling. We are an innovative group that creates bold and provocative experiences in order to test assumptions and understand what should be built in the future.
As a Senior Customer Experience (CX) Strategist, you will use your skills as a researcher and innovator to create a vision of potential futures. To achieve this vision, you’ll conduct generative research to investigate attitudes, behaviors, processes, cultures, structures, and systems. You’ll study customers, both internal and external, to understand and identify which pain points are worth the company’s investment to solve. You’ll work closely with project teams and stakeholders to zoom in on the individual and zoom out to understand the larger systems at play so we enrich innovation and de-risk big bets.
As new product and service concepts are designed, you’ll also conduct research to gauge concept desirability and provide insights on next steps towards implementation. By bridging the gap between opportunities and realization, you help determine if true value has been created.
Above all, we are looking for people who will
make HelloFresh better. We believe there are many different ways of developing skills and we love diverse experiences! So even if you don’t “tick all the boxes” but think you’d thrive in this role, we would really like to learn more about you.
- Please note this role will not focus on usability testing.
What You’ll Do
- Drive strategic research projects using a human-centered approach, creating long shelf-life insights that are accessible and tangible.
- Plan & execute research, utilizing the appropriate quantitative or qualitative methodology to answer well-crafted research questions.
- Analyze & synthesize large amounts of qualitative data efficiently and with quality.
- Visualize data and concepts into easy-to-digest narratives using creative storytelling techniques.
- Translate insights into compelling tactical and strategic recommendations for business, brand, marketing, physical product, and digital teams.
- Create & facilitate workshops that ensure co-created concepts align with research insights and business goals.
- Ideate with the project team, acting as the voice of the customer.
- Prototype stimuli to evaluate early ideas with people that lead to a service vision.
- Design service visions that inspire team members, the larger product development team, and senior-level stakeholders.
- Write clear and compelling presentations, taking various audience needs into consideration.
- Mentor other service designers and strategists on research best practices.
What You’ll Bring
- Experience in UX research, applied design research, and/or design strategy
- Experience in planning and facilitating qualitative, ethnographic research projects
- Expertise in more than one of the following research methods, and familiarity with all: user interviews, contextual inquiry, concept testing, cognitive walkthroughs, survey design, focus groups, card sorting, participatory design, usability testing, etc.
- Strong understanding of the strengths and shortcomings of different research, analysis, and synthesis methods
- Experience with generative and evaluative research for strategic projects.
- Experience with design collaboration tools such as Figma, Miro, etc. and working closely with designers
- Have a holistic lens, connecting human-centered research back to specific business use cases and goals
- Compelling and influential storyteller with strong communication skills (written, verbal, presentation)
- Experience building relationships with and offering thought partnership to a diverse senior stakeholder group
- Ability to plan, run and synthesize interactive design workshops with business stakeholders
- The willingness to be flexible and mobile for field visits. The travel requirements will change on a per project basis.
Bonus if you bring
- Experience working with large-scale data in mixed-method studies
- Working knowledge of statistics and experimental design
- Familiar with research tools such as usertesting.com or Dovetail
What We Offer
Elevate your lifestyle! Join one of Europe's fastest-growing tech powerhouses in a dynamic phase of expansion.
- Immerse yourself in a diverse global community of 90+ nationalities.
- Enjoy a competitive compensation package that goes beyond the norm, with perks like a HelloFresh- subsidized Pension Scheme, Berlin relocation support, and a Hybrid working model.
- Elevate your lifestyle with exclusive discounts on your weekly HelloFresh box and office meals.
- Invest in your growth with a German language learning budget, and access to the HelloFresh Academy.
- Plus, we've got your well-being covered with mental health support, transportation perks, and working-parent-friendly benefits. From our 24/7 gym access,wellbeing platforms like Headspace and Spill, to sabbatical leave options, HelloFresh is not just a workplace; it's a lifestyle of perks and possibilities!
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