Senior Manager, User Experience Research

The Senior Manager, User Experience (UX) Research manages teams of UX professionals to achieve exceptional digital experiences across Sherwin-Williams websites and applications. The Senior Manager supports the implementation of user experience strategy and effective UX operations that benefit the business and our customers. This role partners with Business and Technology leadership to drive digital effectiveness by providing strong UX research leadership skills, self-initiative and a willingness to shepherd new ideas within the organization. The Senior Manager, User Experience Research will advocate for the voice of the customer and infuse user experience principles into all aspects of product development.

Strategy and Planning

• Contribute to the creation and implementation of the UX philosophy, vision and strategy for significant products, projects and implementations

• Contribute to crafting the vision for User Experience at Sherwin-Williams and identify and implement strategies towards realizing that vision

• Be a strategic, trusted partner to product stakeholders by communicating and demonstrating the value of UX research and design thinking practices through ensuring the delivery of insights and workshops that contribute to product strategy.

• Architect and have your team execute a comprehensive user research strategy that aligns with product roadmaps and uncovers vital insights in the UX discovery process.

• Spearhead the implementation of cutting-edge quantitative and qualitative research methodologies delivered in a way that strikes balance between speed and depth

• Foster a culture of cross-functional collaboration, ensuring UX insights are incorporated seamlessly into the product development lifecycle

• Develop and execute on quarterly work plans to support business initiatives

• Facilitate and oversee development of internal team goals

• Contribute to the wants and needs for the annual budgeting process in support of the overall UX team budget

• Determine staffing and skills requirements. Support the growth and development of team members and leaders

• Maintain detailed succession plans to ensure the supply of talent meets the UX needs of Sherwin-Williams

• Identify innovation opportunities and lead design thinking collaboration sessions to align stakeholders on strategies

• Support the implementation of an effective and continuous user engagement process to gain valuable insights to share and educate others in the organization, allowing user needs to help establish roadmaps

• Actively advocate and find creative, compelling ways to share research and customer insights so the company has awareness of what UX Research does, how they do it, and the impact of the insights research has delivered

Acquisition and Deployment

• Lead teams responsible for performing UX strategy and research as valuable product team members.

• Establish, communicate, and work through the team to deliver the vision for user experience research and strategy across Sherwin-Williams digital teams.

• Work across technology and the enterprise to represent user experience to drive digital effectiveness and benefit the customer and employee experience.

• Contribute recommendations for project scoping for UX Research, collaborating with design peers as needed for estimates and recommendations.

• Apply skills in design thinking to lead meetings, facilitate creative problem-solving exercises, and help teams communicate more effectively.

• Demonstrate thought leadership by contributing subject matter expertise in the areas of information architecture, user research, design thinking, and UX best practices

• Negotiate contracts with service providers.

• Find creative and compelling ways to share research and customer insights across the company

• Support and guide the implementation of UX KPIs in coordination with other stakeholders for product success measurement

Operational Management

• Oversee UX Research Operations processes, standards, research services and tooling infrastructure for effective delivery of UX Research at Sherwin-Williams

• Develop and share UX principles and research vision and insights with the senior leadership and the larger organization to drive innovation and user-centric decision making

• Communicate effectively, build and maintain strong relationships with key stakeholders, and manage internal customers throughout the company

• Enable Sherwin employees to implement design thinking methods, mindsets and processes by educating on design thinking principles and scaling research activities to people who do research

• Manage team organizational structure with team vision, goals, and defined roles and responsibilities

• Develop and structure a highly effective team focused on delivering exceptional experiences with high quality, speed and innovation

• Create and maintain development plans for each team member, including training, skills assessment, career planning, and goal planning

• Manage, develop and mentor subordinates toward the building of a strong team

• Provide leadership and work guidance to less experienced personnel

• Forecast resource needs and provide justification for growing the team to provide necessary capabilities and expertise

• Measure and track ROI of UX research, construct case studies that demonstrate the impact of UX

• Champion the authentic voice of the user, advocating for design thinking principal adoption and user-first decision making throughout the organization.

Incidental Functions

• Prepare and lead presentations as requested

• Research or prototype new tools and/or technologies

• Lead internal teams/task forces on initiatives as assigned

• Assist with other projects as necessary to contribute to efficiency and effectiveness of the work

• Responsible for hiring activities and fulfilling affirmative action obligations and ensuring compliance with the equal employment opportunity policy

This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H1-B visa.

This position has a hybrid work schedule with three days in the office and the option for working remotely two days.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

Formal Education & Certification

Bachelor’s Degree (or foreign equivalent) or in lieu of a degree, at least 12 years in experience in the field of Information Technology or Business (work experience or a combination of education and work experience in the field of Information Technology or Business).

Knowledge & Experience

• 12+ years of IT or business experience.

• 6+ years of experience managing direct reports.

• 8+ years of experience as a UX Professional.

• Extensive experience with User Centered Design methodologies and UX research principles

• Demonstrated success leading UX research initiatives from discovery to post-implementation evaluation and ongoing measurement analysis

• Deep expertise in qualitative and quantitative research methodologies, including ethnographic research, contextual inquiries, usability testing, surveys, and advanced data analysis technique

• Proven ability to communicate and deliver strategic user insights through a variety of means (presentations, journey maps, service blueprints, etc.) to translate complex data into actionable recommendations and strategies that inform product teams, executives, and other stakeholders.

• Experience using a variety of tools and methodologies to design, conduct, and analyze primary and secondary research

• Has exceptional proficiency in discussing corporate, business, product, and user experience strategies at all levels

• Hands-on experience working with a diverse group of stakeholders to present insights, collaborate on enhancements and gain alignment on an experience journey

• Demonstrated skill with presentation and communication tools such as MS Powerpoint, Visio, etc.

• Excellent project management skills with a track record of accomplishing goals on time and on budget

Personal Attributes

• Outstanding written and oral communications skills.

• Demonstrated leadership ability.

• Exceptional ability and initiative to learn and research new concepts, ideas, and technologies quickly.

• Motivated and competent to develop objectives and timelines to accomplish goals.

• Well organized and able to manage multiple and changing priorities.

• Exceptional systems/process orientation with demonstrated analytical thinking, organization skills and problem-solving skills.

• Ability to work in a team-oriented, collaborative environment.

• Ability to quickly pick up new tools and technologies.

• Willingness and ability to train and teach others.

• Ability to facilitate meetings and follow up with resulting action items.

• Ability to prioritize and execute tasks in a high-pressure environment.

• Excellent presentation and interpersonal skills.

• Ability to communicate ideas in both technical and user-friendly language.

• Ability to work effectively in a multi-cultural environment, and to lead and influence cross-organizationally with and without direct authority.

• Ability to effectively move forward on tasks even with ambiguous or changing requirements.

• Commitment to fostering a culture of inclusion and diversity.

• Up to 10% travel as required (domestic and international)

• Work outside the standard office 7.5-hour workday may be required.

Here, we believe there’s not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, there’s a place for you at Sherwin-Williams. We provide you with the opportunity to explore your curiosity and drive us forward. Sherwin-Williams values the unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans. We’ll give you the space to share your strengths and we want you show us what you can do. You can innovate, grow and discover in a place where you can thrive and Let Your Colors Show! At Sherwin-Williams, part of our mission is to help our employees and their families live healthier, save smarter and feel better. This starts with a wide range of world-class benefits designed for you. From retirement to health care, from total well-being to your daily commute—it matters to us. A general description of benefits offered can be found at http://www.myswbenefits.com/. Click on “Candidates” to view benefit offerings that you may be eligible for if you are hired as a Sherwin-Williams employee. Compensation decisions are dependent on the facts and circumstances of each case and will impact where actual compensation may fall within the stated wage range. The wage range listed for this role takes into account the wide range of factors considered in making compensation decisions including skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The wage range, other compensation, and benefits information listed is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable federal, state, and local laws including with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act where applicable. Sherwin-Williams is proud to be an Equal Employment Opportunity/Affirmative Action employer committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract. As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans. Please be aware, Sherwin-Williams recruiting team members will never request a candidate to provide a payment, ask for financial information, or sensitive personal information like national identification numbers, date of birth, or bank account numbers during the application process.