Porter Airlines Inc.  Logo

UX Research Analyst, Digital

Company Description

Porter Airlines has revolutionized short-haul flying with a warm and effortless approach to hospitality, restoring glamour and refinement to air travel. Porter is an Official 4 Star Airline® in the World Airline Star Rating®.

Proudly serving customers from its headquarters at Billy Bishop Toronto City Airport - one of the most convenient urban airports in the world - Porter’s network includes destinations in Canada and the United States.  We are an equal opportunity employer, committed to respecting and representing the diverse communities we serve.

Job Details

WHAT IS THE OPPORTUNITY?

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 Manager, Digital CX Design and works closely with UX Researchers, UX/UI Designers and Content Specialists.

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 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 possess a strong business acumen.
  • 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 can work with designers, developers, QA analysts, project managers, frontline team members and business stakeholders.
  • You are a life-time learner who seeks learning opportunities and stays up-to-date with best practices, current trends in the field of UX/UI.

DUTIES & RESPONSIBILITIES:
  • Identify research opportunities and usability issues through conducting quantitative and qualitative research activities
  • Recruit, engage and manage customer research panelists
  • Manage, lead and facilitate research studies utilizing appropriate methodologies
  • Create test plans and moderate remote or in-person usability and accessibility testing
  • Organize and catalogue existing research insights
  • Develop use cases and define user stories to support the definition and design of products and applications
  • 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
  • Turn data into actionable and convincing business and design recommendations and clearly communicate to stakeholders through written reports and presentations
  • Collaborate with designers to create UX solutions based on research results
  • Communicate professionally and purposefully with stakeholders across the organization to continuously improve UX adoption, support, and understanding
  • Help build and enhance research and UX processes and methodologies through practice development and following industry trends
  • Act as a resource for teams for best practice information on research methods, recruitment strategies and synthesis
  • Analyze and improve research processes across teams
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.
QUALIFICATIONS:
  • Bachelor’s degree in Computer Science, Business, Human-Computer Interaction, Psychology or a related field. Advanced degree preferred
  • Knowledge of user-centric design
  • Experience in digital UX design (wireframes, storyboards, workflows)
  • Experience with prototyping tools (Axure, Figma, Sketch or equivalent)
  • Experience using a variety of analytics tools (HotJar, Google Analytics) to help drive design decisions
  • Knowledge of UX validation methods (usability tests, heuristic evaluations)
  • Knowledge of quantitative and qualitative research methods (survey, card sorting, tree testing, jobs-to-be-done, user interviews etc.)
  • Knowledge of accessibility best practices
  • Knowledge of Agile principles / Scrum framework
  • Understanding of requirements gathering, experimental design, analytics, and accurate result measurement
  • Ability to understand the needs of multiple stakeholders, teams and target audiences and consider them when creating proposed UX solutions
  • Ability to multitask, attention to detail, ability to demonstrate initiative and perform tasks with minimal supervision
  • Resiliance to work across a number of projects with a varity of team members and balance own workload
  • Good communicator and collaborator
  • Must provide an online portfolio. Candidates unable to provide examples of their work will not be considered.
  • Knowledge of airline or travel industry an asset
LOCATION: Our Digital Team is currently working from home. We will be returning to our Billy Bishop Toronto City Airport (YTZ) office soon and gradually transitioning to a hybrid workplace model that includes a combination of time in the office and work from home. Right now, we have the tools, onboarding program and a great support team to set you up for work from home success!
 

  • July 23, 2021
  • 62-65-22

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