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Hallmark REMOTE: Lead Experience Researcher in Kansas City, Missouri

REMOTE: Lead Experience Researcher

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Date: Feb 14, 2021

Location: Kansas City, MO, US, 64108

Company: Hallmark

Number of Openings: 1


Come join us. You’ll add value to one of the world’s most iconic consumer brands and be part of our company with a life-affirming purpose to inspire meaningful connections. Our products, content and experiences aim to enrich all lives by making a genuine difference in every life, every day, and our business is focused on bringing the value and relevance of Diversity and Inclusion to every brand, product and person we touch. Our overarching enterprise D&I Framework and plans demonstrate our belief and value in having a diverse and inclusive workforce. Hallmark’s D&I efforts will continue to represent ongoing progress and reinforce our commitment, as will our intentional focus on bringing more diverse talent into our business and onto our teams. Hallmark has been recognized as one of Forbes and Statista 2020 Best employers for Diversity, Women and New Graduates.

Hallmark’s Experience Design (XD) Team is responsible for designing user-centered experiences to unify Hallmarks touchpoints that is focused on achieving our CX Vision of being the trusted, go-to source of Caring Connectors helping them to build, grow, and deepen their relationships and herself. As a member of the group you'll partner with a cross-discipline team of user experience, user interface, research, content and development professionals to create exceptional, user-centered digital experiences that drive business growth, consumer satisfaction and brand loyalty.

The Lead Experience Researcher role is responsible for conducting and partnering on research that informs the creation of a user-centered customer experience across Hallmark’s digital touchpoints (including but not limited to online, mobile, tablet, apps and in-store experiences/solutions). Through a deep understanding of research principles and digital best practices, this role will effectively communicate findings and recommendations across the Hallmark organization – including digital and non-digital audiences. Research tactics may include, but are not limited to: usability testing, card sorting, tree testing, System Usability Scale (SUS) assessments, heuristic evaluation, field studies. The Experience Research role is the voice for consumers end-to-end experience within the organization.

As a Lead Experience Researcher, you will be responsible for providing a vision and strategic direction for the Experience Research capability. You will work with a cross-functional team to establish a plan that brings together multiple data points to tell a holistic story about our customers. Responsibilities will include: regularly provide insights related to the consumers end-to-end experience on and across Hallmark’s digital touchpoints (primarily focused on Hallmark.com) - Planning, Creating holistic plan and approach; testing plan and partner to evaluate testing (ex: analytics, Voice of Consumer data, third party research, etc.); conducting research (including usability testing, card sorting, tree testing, System Usability Scale (SUS) assessments, heuristic evaluation, field studies) and additional data collection /analysis/synthesis to share out research findings and inform UX design work with key insights and results; Provide partnership on behalf of the Experience Design (XD) Team to Hallmark’s Research Team. Collaborate on research plans to ensure a holistic perspective across touchpoints.


To be considered an applicant for this position you must show how you meet the basic qualifications of the job in a resume or document you upload, or by completing the work experience and education application fields. Accepted file types are Microsoft Word (DOC or DOCX), PDF, HTML, or TXT. Individual file size attachment limit is 10 MB.

Basic Qualifications

Bachelors degree

7+ years of previous experience in usability research, digital research, user experience and/or related field

Preferred Qualifications

15+ years of previous experience in usability research, digital research, user experience and/or related field

Experience leveraging data from Voice of Consumer programs, analytics, first and third party research

Demonstrates an advanced understanding of research principles and process, specifically as they related to digital best practices

Ability to plan, conduct, analyze and meaningfully synthesis research into actionable next steps using various research methodologies

Outstanding interpersonal communication skills – excellent written, presentation and verbal communication skills in aclear, concise way, ensuring rapid and informed decisions

Strong teamwork and people skills – ability to work collaboratively and effectively across discipline, role, department and leadership level.

Understanding of user-centered design principles

Workshop planning and facilitation experience

Experience building a Experience Research team and working with UX Designers, Developers and Product Managers in an Agile process

Experience with eCommerce best practices

You must also attach a Portfolio to be considered. Your portfolio for Hallmark should show 5-10 digital images of your work. Accepted file types are PDF, JPG, or JPEG. Individual file size limit is 10 MB. Attachments together should total no more than 20MB in total file size. In addition, you may include a link to your online portfolio as a supplement to the images you upload.

In compliance with the Immigration Reform and Control Act of 1986, Hallmark Cards, Inc. and its subsidiary companies will hire only individuals lawfully authorized to work in the United States. Hallmark does not generally provide sponsorship for employment. Employment by Hallmark is contingent upon the signing of the Employment Agreement, signing of an agreement to arbitrate in connection with the Hallmark Dispute Resolution Program, completing Form I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification and satisfactory reference and checks.


At Hallmark, we help people feel connected to what matters. That’s true of our employees, just as it is our consumers. Providing benefits that support the lives and wellbeing of Hallmarkers is among the most important investments the company makes.

Hallmark benefits are designed to give you choices. Wherever you are in life, we want you to find the benefits that are right for you and your loved ones. Explore the Hallmark Benefits Guide (https://corporate.hallmark.com/wp-content/uploads/2018/10/Hallmark_Benefit_Guide_Corporate.pdf) to learn more.

Hallmark is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status. Principals only please.

Nearest Major Market: Kansas City

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