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Sr. Usability Analyst

Jackson National Life Insurance Company

Lansing, MI,US

The Sr. Usability Analyst is responsible for designing, conducting, analyzing, and reporting on user-centered design research and usability testing for websites/applications. Works collaboratively with stakeholders to identify user needs and goals, as well as executes task and workflow modeling. Also, conducts ethnographic studies and develops personas, executes rapid iterative usability testing, as well as more formal, in-depth testing. Leads efforts to organize and evaluate user research data to gain insight and provide feedback to stakeholders. Ensures a shared UX vision across organizational teams. Responsible for mentoring and supporting other team members as well as collaborating in a team atmosphere to deliver business value.

Essential Responsibilities

Leads and conducts usability research both online and in the field, identifying the best method or mix of methods, and providing recommendations for improvement based on data gathered.

Leads efforts in developing a robust and thoughtful approach to gathering customer insights, collaborating with other research teams within Jackson to align best practices.

Designs, conducts and analyzes results from a variety of research studies, including usability lab testing, remote research, field studies and surveys.

Recruits usability participants, and schedules and facilitates research studies, customer/employee focus groups, surveys and on-site or remote usability sessions.

Serves as a member of the organization that acts as a 'repository' of research-based usability knowledge.

Works in partnership with stakeholders, including product owners, DevOps, DevSecOps, and Architecture, to validate business requirements using heuristic/qualitative methods

Determines user needs by conducting task-focused analysis.

Works with visual and user experience designers to review and validate proposed user interface patterns utilizing data collected through analytics, user research, and usability studies, as well as promoting quality via mentoring in the area of usability and data-driven design to achieve measurable results.

Establishes, maintains, and promotes usability standards, techniques and methods.

Analyzes web analytics, surveys, and usability study results to generate meaningful usage insights and reports.

Conducts design reviews and performs accessibility audits of digital properties for compliance with WCAG specifications.

Drives continuous improvements in user experience, usability, and UI design.

Collaborates with and leads team members to understand problems, recommend solutions, escalate production issues, and provide full transparency into current workload.

Demonstrates a solid understanding of Jackson business and works productively with stakeholders to refine user stories, validate acceptance criteria, clarify value and prioritize/remediate work.

Works with peers to identify, communicate, and reinforce standards.

Provides ongoing mentorship to support architectural standards and initiatives.

Achieves goals by meeting or exceeding agreed upon team commitment deadlines, anticipating and communicating potential technical or business risks, applying experience and knowledge to new assignments, and becoming proficient in pertinent toolsets.

Stays current with industry trends, making recommendations of new technologies that deliver strategic business value and reduce costs.

Knowledge, Skills and Abilities

Expert behavioral research and analytical skills.

Expert knowledge of usability methodologies such as card sorting, heuristic evaluations, persona development, ethnographic research, usability testing, focus groups, surveying, and benchmarking.

Expert qualitative and quantitative analytical skills.

Excellent communication (verbal and written), presentation, and interpersonal skills.

Excellent understanding of the Adobe Creative Cloud (Photoshop, Experience Designer [Xd], Illustrator, and InDesign), and related software.

Excellent knowledge of interaction design principles.

Excellent attention to detail, problem-solving, and analytical skills.

Excellent conceptual understanding of dynamic data structures.

Excellent conceptual understanding of modern and emerging server languages and technologies.

Strong knowledge of Microsoft Office applications.

Ability to communicate complex concepts clearly and persuasively to different audiences throughout the organization.

Ability to create usability test plans, run tests (moderating), analyze results, and compile reports.

Ability to work with digital assistive technologies, such as NVDA, JAWS, Narrator, and VoiceOver, as well as accessibility testing tools to enhance the user experience.

Ability to meet ambitious deadlines and deliver high-quality work on schedule, including quickly turning around study plans and debrief reports to stakeholders.

Monitors industry trends and developments to improve solutions.

Excellent verbal and written communication skills including presentation creation and delivery.

Ability to identify gaps in process of current / future designs, suggesting possible solutions for continuous improvement when appropriate.

Expert understanding of software delivery tools, techniques and methodologies including Lean, Agile, and/or SAFe.


Bachelor's Degree or equivalent experience and/or education required.

5+ years of relevant experience required.

Degree in HCI, Human Factors, HCDE, Cognitive Psychology preferred.

Experience with WCAG remediation preferred.

Experience in a mature and scaled Agile environment preferred.

We don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Jackson is proud to be an equal opportunity workplace. The Company subscribes to and endorses federal and state laws and regulations relating to equal employment opportunity for all persons without regard to race, color, religion, gender, age, national origin, legally-recognized disability, marital status, legally-protected medical condition, citizenship, ancestry, height, weight, sexual orientation, veteran status, or any other factor not related to the needs of the job. The Company is committed to a policy of equal opportunity. Company facilities and campuses are tobacco-free environments.

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