HTC Europe

  • User Experience Manager

    Category
    Product
    Position Type
    Permanent Full-Time
    City
    Slough
    Country
    United Kingdom
  • Overview

    The role includes overall responsibility for optimizing and enhancing customer experience of HTC products. This is achieved by recording user’s behaviour and experience in natural environment, and analysing measuring the feedbacks collected against the behavioural and physiological metrics. 

    Responsibilities

    Key Responsibilities

    • To execute products user experience activities and to make ensure that all defined user test focus areas and surveys are planned and conducted before the product launch
    • To ensure that user issues from all user feedbacks are fully reviewed on daily basis and highlighted to HQ for further analysis 
    • The candidate will be highly efficient and methodical in their approach adhering to the program processes
    • Triage feedbacks in a timely manner, addressing RD queries in timely manner
    • Work directly with key stakeholders to initiate project kickoffs, communicate details and manage project timelines. 
    • Develop testing plans for participants to follow that align with the product attributes
    • Develop and maintain effective working relationships with cross functional teams at HQ and other regions to assure the successful development and execution of products
    • Assessing opportunities for improvement and eliminating key frustrations and problems from user experience

    User Experience Planning and Set up

    • Identifying and selecting the users based on their profile suitable for each product
    • Develop a test brief, which articulates precisely what type of testing users need to perform and in what measure (frequency etc), identifying the level of reporting that is required from the trial
    • Responsible for dispatching Hardware samples to regional and internal users for the purpose of the User Trial Program.
    • Responsible for holding workshops with users to introduce new and high level features.
    • Responsible for handling and importing, user feedback into issue tracking system.
    • Responsible for gathering user’s suggestion during development stage and feeding it back to the User experience team.
    • Responsible for hardware integrity prior to it being sent to users.
    • Ownership, organization and allocation of assets

    Testing & Reporting

    • Ensure all product KSP areas are included in program scope
    • Reporting of project status and highlighting quality concerns
    • Collect and compile survey questionnaire/ Capture phone logs/ that enable RD teams to analyse the issues and provide improvements

    Cross functional relationships

    • Develop good working relationships with HQ team in order to co-work using the latest field test techniques, capability and expertise within HTC
    • Work closely with all internal stakeholders teams and in order to ensure timely identification/verification of product performance issues
    • Performance Measurement
    • Ensure maximum feedbacks are captured from users and issues handled from reporting to closure by obtaining defined quality criteria by assisting RD in resolution of issues reported which is all achieved by maximum efficiency defined by User experience /research KPIs

    KPIs

    • Maximising ROI from usability testing by reducing call- centre enquiries and product returns
    • Brand promotion and recommendation via program participated user base
    • Feedbacks are handled within the defined Global KPI deadlines
    • Efficient and continuous improvement of program process, tools and methods
    • Recruitment and management of external user and increase EMEA user scope to defined size

    Person Specification

    Experience

    • Experience within mobile telecommunications sector, typically Android, Virtual Reality products with user-facing features and content (educational, gaming, others)
    • Able to work with Start-up mentality with innovative approach and mind-set
    • Ability to maintain focus, perseverance and determination
    • Has demonstrated project management experience, preferably in organising trials
    • Good communication skills in English, especially written as well as mother tongue 
    • Use to working to tight deadlines 
    • Has strong communication and interpersonal skills
    • Enthusiastic, curious and self -motivated 

    Key Competencies

    • Communication
    • Adaptability
    • Team work
    • Initiative
    • Problem solving

    Any other relevant information: 

    • Driving license preferred
    • UK based (Slough)

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