UX Researcher, Returnly
Managing returns for online brands
Job no longer available
Managing returns for online brands
21-100 employees
Job no longer available
21-100 employees
Company mission
Returnly's mission is to offer its clients' customers a seamless return experience like no other, resulting in higher customer satisfaction and increased profitability.
Role
Who you are
- A Bachelor’s Degree in Human-Computer Interaction, Computer Science, Cognitive Science, or a related field. Bonus for candidates with a Graduate Degree background
- Experience conducting a wide breadth of qualitative user research methodologies
- Understanding of quantitative methods, behavioral analysis, and statistical concepts
- 3+ years experience conducting research within product organizations, preferably with direct to consumer e-commerce platforms
- Experience working as a part of a Product Design organization, comfortable participating in design critiques, reviews, and pushing designers to think with a user-centric mindset
- Proven experience working with key company stakeholders, with the ability to educate teams about user research
What the job involves
- Lead research for one of our product areas, including identifying impactful projects and prioritizing initiatives
- Design studies that address both user behavior and attitudes
- Generate insights that both fuel ideation and evaluate designs
- Conduct research using a wide variety of qualitative methods, subset of quantitative methods (i.e. surveys), and interpret analysis through the lens of UX, HCI, and social science
- Partner with designers, content strategists, PMs, and engineers to identify research needs and build a research roadmap
- Adapt and lead research practices to meet team needs under the tight time frames of a rapidly growing company
- Synthesize and communicate research findings to inform business decisions and build even greater empathy for our customers
Our take
Experiencing a dissatisfactory online product delivery usually leads to bad business. Companies generally expect the recipient to return the product first and only then will they ship out a replacement product. This only adds to the time-consuming and dissatisfying nature of returns, discouraging a customer from returning for more business.
Returnly acts as a middleman of returns, aiming to resolve the frustrating period that usually occurs within the product return process. The company begins by fronting a dissatisfied consumer with their refunded cash, allowing them to instantly repurchase the item from the same brand. The service ultimately aims to ease the return experience and encourage customers to repurchase from the same brand instead of spending their money elsewhere.
Business clients of Returnly pay an initial fee to begin using the service, paying a small commission based on post-return sales. The company has taken an interesting perspective on return, reduce the frustration present during a return period through instant refunds, and prevent the seller from losing business by encouraging repurchase of a product. The returns market is ripe for transformation and Returnly are well placed to lead the way.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-44% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Apr 2019
$19m
Jan 2019
$8m
Total funding: $30.2m
Company benefits
- Work from home opportunities
Company HQ
The East Cut, San Francisco, CA
Leadership
Eduardo Vilar
(CEO)Having studied in Madrid, Eduardo founded Integralcom, LotoJuegos.com, TypePad, ReadWriteWeb, and äctucast. They used this entrepreneurial experience to found Returnly in November 2014, serving since as CEO.
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