Porter Airlines Inc.  Logo

UX Research Analyst

Company Description

Porter Airlines is committed to delivering its signature ‘flying refined’ experience to customers across North America. Effortless travel and genuine hospitality are offered in style and comfort while restoring glamour and refinement to air travel. 

 

Porter is proud to be an Official 4 Star Airline® in the World Airline Star Rating®.

 

Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and Twitter. Details of growth plans to provide North America-wide service are available at flyporter.com.

Job Details

Porter Airlines is looking for an experienced UX Research Analyst to join our growing Digital Team in taking Porter’s digital user experience across platforms to the next level. This role reports directly to the Director, CX Digital Solutions and works closely with UX Researchers, UX/UI Designers and Content Writers.

Using your quantitative research skills (e.g. web analytics) along with your understanding of qualitative methods, you will identify the right research methods for the challenge at hand and use a mix of creativity and strong analytical skills to help the team create engaging, accessible and effortless customer experiences. This job is ideal for you if you are passionate about accessible design and you want to use your creativity, curiosity, and analytical thinking to make a measurable, positive impact on the airline user experience.

WHO YOU ARE:

  • You are an empathetic researcher who is an advocate for end users.

  • You are a strategic communicator who tells compelling stories using data and qualitative research evidence.

  • You are a team player who thrives in a fast-paced, collaborative environment working with cross-functional teams.

  • You are a life-time learner who seeks learning opportunities and stays up-to-date with best practices, current trends in the field of research and UX/UI design.

DUTIES AND RESPONSIBILITIES:

  • Plan and facilitate remote and in-person user testing and research studies for multiple projects

  • Support designers and product owners,  prioritize research opportunities, identify research objectives and develop usability test plans

  • Work broadly with product owners, solutions delivery team and technology to break down the business needs into digital solutions that leverage best practices and delight Porter customers

  • Collaborate with business analysts to develop use cases and define user stories to support the definition and design of products and applications

  • Collaborate with designers to create UX solutions based on research results

  • Turn data into actionable and convincing business and design recommendations and clearly communicate to stakeholders through written reports and presentations

  • Communicate professionally and purposefully with stakeholders across the organization to continuously improve UX adoption, support, and understanding

  • Organize and maintain a repository of research insights in order to build a body of knowledge that contributes to a user-centered design process.

  • Assist with the ongoing growth of Porter’s UX research practice by providing recommendations for process improvement, appropriate research method selection and 

  • Provide training/instruction to internal teams on remote user testing tools and user research best practices.

  • Actively participates in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy. 

BEHAVIOURAL COMPETENCIES:

  • Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.

  • Teamwork: Working collaboratively with others to achieve organizational goals.

  • Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).

  • Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.

  • Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.

  • Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

PREFERRED QUALIFICATIONS:

  • Bachelor’s degree in behavioral or social sciences, such as Psychology, Human-Computer Interaction, Human Factors, Sociology, Anthropology or a related field, or equivalent practical experience.

  • A minimum of 1 year of hands-on experience conducting research in product development, customer experience design or service design context.

  • Fluency in both qualitative and quantitative methodologies (e.g. user interviews, questionnaire development and survey research, card sorting, usability studies, etc.)

  • Understanding of the strengths and shortcomings of different research methods, including when and how to apply them during each product design and development phase.

  • Experience in UX design (wireframes, storyboards, workflows) and proficiency with prototyping tools such as Figma, Sketch or equivalent

  • Ability to understand and incorporate complex technical and business requirements into research and consider them when creating proposed UX solutions

  • Proficiency in communicating user research findings with cross functional partners

  • Ability to effectively manage own time, demonstrate initiative, and perform tasks with minimal supervision

  • Preference will be given to candidates with an online portfolio that showcases examples of their work

  • Mandatory COVID-19 Vaccination

WHAT DO WE OFFER?

  • An environment where diverse perspectives are valued, everyone’s ideas are heard and creativity is a key ingredient to achieving success and innovation

  • Hybrid work model, temporarily remote

  • Flexible work hours

  • Medical + dental coverage, vision care and extended health care options.

  • Performance Pays - Incentive and Rewards program

  • Exciting travel benefits included

  • 3 weeks of paid time off to start

LOCATION: Toronto (Billy Bishop Toronto City Airport - YTZ)

  • April 19, 2022
  • 51-73-85

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