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PPL Corporation Senior UX Researcher in United States

Company Summary Statement

PPL Corporation (NYSE: PPL), based in Allentown, Pennsylvania, is a leading U.S. energy company focused on providing electricity and natural gas safely, reliably, and affordably to more than 2.5 million customers in the U.S. PPL’s high-performing, award-winning utilities – Louisville Gas and Electric, Kentucky Utilities and PPL Electric Utilities – provide an outstanding service experience for our customers, consistently ranking among the best in the U.S. Our companies are addressing energy challenges head-on by building smarter, more resilient and more dynamic power grids and advancing sustainable energy solutions. PPL provides energy for millions of customers while providing challenging and rewarding careers for thousands of employees.


Job Summary

User experience (UX) researchers collaborate with designers,productmanagers,engineers,and business stakeholders across PPL to support customer and employee experiences. Our UX research practice is aligned to our larger human-centered design approach to delivering exceptional customer and employee experiences. You will beleadingresearch that directly impacts and drives experiences for our key employee journeys such asrestoring power,completingplannedwork,servicing customers,completing training, and hiring & onboarding. This position is primarily remote with the expectation that you would travel, approximately monthly,toProvidence, RI and the surrounding area to conduct research with employees at Rhode Island Energy. You will also be expected to travel tobiannual in-person team building events in Allentown, PA; Louisville, KY; Providence, RI; or other areas of the United States.

About You

You’re an exceptional problem solver andhave expertisewith core UX research methods. You’re passionate about representing customersand employeesof all types and being their voice. You thrive when you conduct research with customersand employeesand dig deep into the data to arrive at the right conclusions. You have a history of developing and maintaining positive working relationships withstakeholders, coworkers, and partners. You believe in continuous professional growth.Youunderstand that following a process gives you the space to innovate in the areas that make an impact.


Job Responsibilities

The Senior UX Researcher independently plans research studies, performs researchusing multiplemethods,analyzes data,delivers insights,and makes recommendations tohelp focus product teams.

R esponsibilities include:

  • Create research plans to identify the business problem, research objectives, success measures, participants, stakeholders, and schedule.

  • Create interview guides, discussion guides, and other data collection instruments.

  • Design participant recruitment screeners and brief surveys.

  • Conduct discovery research such as user interviews, contextual inquiries, diary studies, and focus groups to uncover the high-impact opportunities to add value to customer and employee journeys.

  • Conduct design research such as user experience tests and cognitive walkthroughs to iteratively improve the usability and accessibility of wireframes, prototypes, websites, and apps.

  • Conduct information architecture research such as card sorts, tree tests and first click tests to ensure that architecture is aligned to customer mental models.

  • Conduct quantitative A/B tests and experiments to optimize experiences.

  • Occasionally conduct secondary research such as reviewing design analogs and industry best practices.

  • Collect, analyze, and code user data and synthesize findings.

  • Write light-weight research reports and present findings to product team members and stakeholders.

  • Support the design and creation of research artifacts such as user personas, archetypes, journey maps, experience maps, and service blueprints based on research findings.

  • Champion the voice of the customer and employee in conversations with stakeholders.

  • Collaborate with ourDesign Operations teamto recruit participants andplanresearch logistics.

  • Contribute to the team’s research repository togiveothers across the company accesstoinsights.

  • Lead projects to improve and grow our research capabilities and services.

  • Attendevents andconferences to stay current on the latest research methods and best practices.

  • May be assigned to a PPL Electric Utilities emergency and storm role. This is a special assignment that comes into play during storms and other emergencies when the company needs to restore power or respond to other issues affecting customer service. This role may necessitate the need to work after-hours, outside of your normal schedule.


Basic Qualifications

  • Bachelor's degree and5years of relevant work experience;or,a relevant advanced degree (e.g., master’s or PhD in behavioral science, cognitive science, human factors) and3years of relevant work experience.

  • Experiencedwith industry standard UX research tools (e.g.,UserZoom,EnjoyHQ,UserTesting, Optimal Workshop, Loop11,Qualtrics,SurveyMonkey, Google Analytics).

  • Strong communication and relationship management skills.

  • Proven ability to prioritize and execute tasks.

  • Experience working in a solution delivery environment and on enterprise platforms.

  • Highly self-motivated and directed with attention to detail.

  • Easily adapts to changing circumstances.

  • Understands business goals and strategic priorities.


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Remote Work

The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction and coordination of work among direct reports and co-workers.

Equal Employment Opportunity

Our company is an equal opportunity, affirmative action employer dedicated to diversity and the strength it brings to the workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, national origin, protected veteran status, sexual orientation, gender identify, genetic information, disability status, or any other protected characteristic.

Job Locations US-Remote

ID 2022-5068

Category Technology, Digital Products & Cybersecurity

Position Type Regular

# of Openings 1

Full Time/Part Time Full-Time

Experience Level Professional

Company PPL Services Corporation