Guide design, product, and engineering teams towards the development of a suite of tools designed to support Zoox's fleet of autonomous vehicles in action, addressing known problems and solving the right problems, not just their symptoms.
Requirements
- Experience working with enterprise or internal users
- Experience working with technical users and products
- Experience researching and/or designing for a wide range of users and abilities
- Experience working on product suites or tools that work together
- Experience working with tools used in field operations
Responsibilities
- Select the appropriate research methods to understand the customer and company representatives to address primary and secondary needs; likely through use of diary studies, service safaris, role playing, and experience diagramming.
- Conduct research that allows the team to gain clarity into how internal users work and identify unmet needs and pain points to guide the development of tools and organizational changes that will improve fleet efficiency and progress towards Zoox’s milestones and goals.
- Deliver insights with appropriate narrative framing to guide immediate changes, the team’s vision, and roadmap decisions.
- Present findings and recommendations to improve the experiences of users; be a staunch advocate for users in cross-functional meetings, and raise questions or challenge assumptions that are not in the best interest of our users.
Other
- Lead kick-off meetings with cross-functional teams using collaboration methods to uncover the root problem and gain alignment with stakeholders.
- Manage expectations and interests of a diverse set of stakeholders while maintaining a human-centered posture.
- 8+ years of relevant work experience
- Experience working with customer service or call centers
