UX and VOC Researcher - Consultant

📍 Job Overview

Job Title: UX and VOC Researcher - Consultant Company: Caleres Location: Clayton, Missouri, United States Job Type: Full-Time Category: User Experience / Customer Insights Operations Date Posted: May 15, 2026 Experience Level: 5-10 years

🚀 Role Summary

• Drive the strategic direction and continuous improvement of the eCommerce digital experience through deep customer understanding and actionable insights.
• Lead and manage Voice of Customer (VOC) programs and User Experience (UX) research initiatives to identify key customer pain points and opportunities for enhancement.
• Translate complex qualitative and quantitative research findings into compelling narratives and clear recommendations for product strategy, design decisions, and roadmap planning.
• Foster a data-driven culture by enabling cross-functional teams, including eCommerce, Optimization, UX, IT, and Brand, with customer insights to inform their strategies and execution.
• Uphold and advance the company's digital maturity by owning and evolving UX Research and VOC programs, ensuring alignment with industry best practices and emerging trends.

📝 Enhancement Note: This role is positioned as a 'Consultant,' suggesting a strategic, advisory capacity rather than purely execution. The emphasis on "driving features, enhancements, strategic direction" and "thought leadership and evolution" points towards a senior individual contributor or a role with significant influence over operational processes and strategic decision-making within the digital product lifecycle. The inclusion of "Research Ops and Team Enablement" indicates a need to structure and scale research processes, a key aspect of operations.

📈 Primary Responsibilities

• Partner with eCommerce, Optimization, UX, IT, and Brand teams to translate customer research insights into tangible features, enhancements, and strategic initiatives that improve the digital customer journey.
• Develop and execute a comprehensive research plan, advising on appropriate methodologies (mixed-methods) to address key business questions and identify critical opportunity areas for customer experience improvement.
• Inform and validate design decisions by integrating customer evidence into wireframes, prototypes, and conceptual explorations, applying design thinking principles to clarify problems and envision future user journeys.
• Own and evolve the User Experience Research and Voice of Customer (VOC) programs, establishing best practices, driving thought leadership, and contributing to the overall advancement of the company's digital maturity.
• Maintain, optimize, and analyze Voice of Customer (VOC) surveys and reports, ensuring they are actionable, user-friendly, and aligned with industry standards to provide clear guidance for stakeholders.
• Translate insights from qualitative user interviews, usability testing, surveys, and quantitative data (e.g., analytics, behavioral data) into clear, actionable guidance that shapes product strategy, experience optimization, and roadmap decisions.
• Track and disseminate emerging trends in UX, VOC, eCommerce, and customer behavior to inform strategic planning and maintain competitive advantage.
• Present research findings and strategic recommendations to a diverse range of stakeholders, utilizing compelling storytelling to drive understanding and facilitate buy-in for proposed initiatives.

📝 Enhancement Note: The responsibilities highlight a blend of tactical execution (maintaining VOC surveys, translating insights) and strategic leadership (driving strategic direction, owning programs, identifying opportunity areas). The emphasis on "cross-functional collaboration" and "presenting insights and recommendations to stakeholders through clear, compelling storytelling" is crucial for operations roles that bridge the gap between data and business action. The mention of "digital maturity" and "Research Ops" indicates a focus on process development and scaling research capabilities.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree in Human-Computer Interaction, Psychology, Sociology, Anthropology, Computer Science, Marketing, Statistics, or a related field; OR an equivalent UX/Research certification.

Experience:

• 5+ years of progressive experience in User Experience (UX) Research, Voice of Customer (VOC) Strategy, or Customer Insights, with a strong preference for experience within an eCommerce environment.
• Proven track record of developing and scaling Research Operations (Research Ops) to support organizational growth and research needs.
• Experience coaching or mentoring designers, developers, product managers, or other cross-functional partners on research methodologies and insights.

Required Skills:

• Expertise in mixed-method research, including a deep understanding of qualitative (e.g., user interviews, usability testing, contextual inquiry) and quantitative (e.g., surveys, analytics, A/B testing) methodologies, and knowing when and how to apply them effectively.
• Ability to synthesize complex research findings from various sources into clear, concise, and actionable design and strategic recommendations that directly influence product strategy and roadmap decisions.
• Exceptional communication, storytelling, and presentation skills, with the ability to articulate research insights and their implications to diverse audiences, from individual contributors to senior leadership.
• Proficiency in designing, conducting, and analyzing user research studies, ensuring findings are robust and defensible.
• Strong understanding of design thinking principles and their application in clarifying problems, refining user experiences, and envisioning future customer journeys.
• Experience working cross-functionally in a fast-paced, agile environment, effectively collaborating with teams such as eCommerce, Optimization, UX, IT, and Brand.

Preferred Skills:

• Experience with specific research and analytics tools such as UserTesting, UserZoom, Maze, Qualtrics, Medallia, Pendo, Quantum Metric, Adobe Analytics, Figma, and Microsoft Office Suite.
• Portfolio or case studies that demonstrably showcase your research approach, methodologies, and the measurable impact of your work on product development and business outcomes.
• Familiarity with e-commerce platforms and the unique research challenges and opportunities within the retail sector.

📝 Enhancement Note: The "5+ years" combined with "owning UX Research and VOC Programs" and "developing and scaling Research Operations" points to a mid-to-senior level role. The explicit mention of specific tools like Qualtrics, UserTesting, and Adobe Analytics is critical for operations candidates to assess their tool proficiency against the role's requirements. The emphasis on a "portfolio or case studies" is a key indicator of the expected demonstration of practical application and impact.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 distinct projects that highlight your expertise in User Experience (UX) Research and/or Voice of Customer (VOC) Strategy.
• For each project, clearly articulate the business problem or customer need, the research objectives, the methodologies employed (including mixed-methods where applicable), your specific role and contributions, and the resulting insights.
• Quantify the impact of your research whenever possible, demonstrating how your findings led to specific improvements in user experience, conversion rates, customer satisfaction, or strategic decision-making.
• Include examples of how you translated research insights into actionable recommendations for design, product, or strategy teams.
• Highlight experience in improving or developing research processes or operational frameworks (Research Ops).

Process Documentation:

• Demonstrate experience in documenting research processes, from planning and recruitment to analysis and reporting, ensuring consistency and scalability.
• Provide examples of how you have improved or standardized VOC survey design and reporting mechanisms to ensure actionability and alignment with best practices.
• Illustrate your ability to integrate customer evidence into various stages of the design and development lifecycle, from early conceptualization to post-launch optimization.
• Show how you have leveraged insights to inform product strategy, experience optimization initiatives, and roadmap decisions, with clear linkages between research and business outcomes.

📝 Enhancement Note: This section is crucial for operations-focused roles. The emphasis on "quantifying impact," "translating insights into actionable recommendations," and "improving or developing research processes or operational frameworks" directly aligns with the core functions of operations professionals. A strong portfolio demonstrating process improvement and measurable results will be paramount.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for a UX and VOC Researcher with 5-10 years of experience in the St. Louis, MO area, the estimated salary range for this role is between $90,000 and $130,000 annually. This range accounts for the "Consultant" aspect, indicating potential for higher compensation based on specialized expertise and impact. Factors such as specific skills, depth of experience, and interview performance will influence the final offer.

Benefits:

• Comprehensive Health, Dental, and Vision Insurance: Covering medical needs for associates and their families.
• Retirement Savings Plan: Including a 401(k) with company match to support long-term financial planning.
• Paid Time Off (PTO): Generous allowance for vacation, sick days, and holidays, recognizing the importance of work-life balance.
• Employee Discount: Significant discounts on Caleres' diverse portfolio of footwear brands, promoting brand loyalty and associate well-being.
• Professional Development: Opportunities for training, certifications, and conference attendance to foster continuous learning and career growth within UX Research and Operations.
• Life Insurance and Disability Coverage: Providing financial security for associates and their dependents.
• Potential for Performance-Based Bonuses: Recognizing and rewarding exceptional contributions and achievements.

Working Hours:

• Standard full-time work schedule, typically 40 hours per week.
• While the role is primarily on-site, Caleres generally offers a degree of flexibility in working hours to accommodate project needs and individual work styles, fostering a productive and balanced work environment.

📝 Enhancement Note: The salary range is an estimation based on the provided experience level (5-10 years), location (Clayton, MO), and the nature of the role (Consultant, UX/VOC Research). Research on similar roles in the St. Louis metropolitan area was conducted using aggregate salary data from reputable sources. Benefits are inferred from typical offerings at a company of Caleres' size and industry, with a focus on aspects attractive to operations professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Footwear Retail. Caleres operates as a global footwear company with a diverse portfolio of brands, indicating a dynamic retail environment with a strong focus on consumer products and direct-to-consumer (DTC) channels. This context means the operations role will be closely tied to customer behavior, market trends, and sales performance. Company Size: Large. As a publicly traded company with multiple well-known brands, Caleres is a significant enterprise, likely employing thousands of individuals across various functions. This size implies established processes, potential for complex systems, and opportunities for broad impact, but also the need for clear communication and alignment across many departments. Founded: 1878. With a long history, Caleres (originally Brown Shoe Company) has a deep legacy in the footwear industry. This suggests a stable company with a strong foundation, likely balancing traditional business practices with modern innovation in its digital operations.

Team Structure:

• The UX and VOC Researcher will likely be part of a broader Digital or eCommerce team, potentially within a User Experience, Product Management, or Marketing Operations function.
• The role reports to a User Experience Manager, indicating a direct reporting line within a specialized UX/Research group.
• Collaboration is expected with eCommerce, Optimization, UX, IT, and Brand teams, highlighting a matrixed or heavily cross-functional operational environment where influencing without direct authority is key.

Methodology:

• Data Analysis and Insights: Emphasis on translating qualitative and quantitative data into actionable insights that inform strategic decisions and product development.
• Workflow Planning and Optimization: The role requires improving VOC surveys and reports, and generally driving "digital maturity," indicating a focus on refining and optimizing operational workflows related to customer feedback and user experience research.
• Automation and Efficiency Practices: While not explicitly stated, the "Research Ops" aspect suggests an interest in streamlining research processes and potentially leveraging tools for greater efficiency.

Company Website: https://www.caleres.com/

📝 Enhancement Note: The company's long history and diverse brand portfolio suggest a company that understands its market but is also adapting to digital transformation. The "Consultant" title within this structure implies a role that bridges strategic insights with operational execution across multiple brands and functions. The emphasis on "results, caring, and learning" suggests a culture that values performance, employee well-being, and continuous improvement, all critical for operations professionals.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-to-senior level individual contributor, likely an "Operations Specialist" or "Research Operations Lead" within the UX/Customer Insights domain. The requirement for 5+ years of experience, ownership of programs, and focus on driving strategic direction indicates a significant level of autonomy and responsibility. Reporting Structure: The role reports to a User Experience Manager. This suggests a structured team with clear leadership, but also the expectation for the researcher to operate with a high degree of independence in managing their specific research programs and driving insights. Operations Impact: The researcher's impact is directly tied to improving the customer experience on Caleres' digital platforms, which in turn influences conversion rates, customer retention, brand perception, and ultimately, revenue. By providing actionable insights, this role influences strategic decisions for product development, marketing, and overall digital strategy.

Growth Opportunities:

• Specialization: Deepen expertise in specific research methodologies, VOC program management, or UX Research Operations.
• Leadership: Transition into a Research Operations Manager role, leading a team and scaling research capabilities across the organization.
• Cross-Functional Advancement: Move into roles within Product Management, eCommerce Strategy, or Digital Optimization, leveraging a strong understanding of customer behavior and data-driven decision-making.
• Continuous Learning: Access to professional development, conferences, and training related to UX, VOC, and operations best practices, fostering ongoing skill enhancement and industry knowledge.

📝 Enhancement Note: The "Consultant" title, combined with "owning programs" and "driving digital maturity," suggests that this role is a critical stepping stone for those looking to specialize in operations or move into strategic product/digital roles. The growth path is clearly defined towards leadership in research operations or broader digital strategy.

🌐 Work Environment

Office Type: The role is based in Clayton, MO, and is described as "On-site." This indicates a traditional office-based work environment, fostering in-person collaboration, team cohesion, and direct engagement with colleagues. Office Location(s): Clayton, Missouri. This is a suburban business district near St. Louis, likely offering a professional and accessible work environment. Workspace Context:

• Collaborative Environment: The emphasis on cross-functional collaboration suggests an open or semi-open office layout designed to facilitate communication and teamwork.
• Operations Tools and Technology: Associates will have access to necessary software and hardware, including specialized UX research tools, analytics platforms, and standard office productivity suites.
• Team Interaction: Opportunities for regular interaction with the UX team, broader digital departments, and potentially brand representatives, fostering a dynamic and engaging work atmosphere. Work Schedule: Standard full-time (40 hours/week) with potential for some flexibility. This allows operations professionals to integrate their work with data analysis and process improvement tasks effectively, while still maintaining work-life balance.

📝 Enhancement Note: The "On-site" requirement is a key factor for candidates to consider. While it offers strong collaborative benefits, it may limit options for fully remote candidates. The company's location in Clayton, MO, suggests a professional setting conducive to focused work and team engagement.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications, focusing on relevant experience, qualifications, and alignment with the role's core responsibilities. A strong resume highlighting UX/VOC research experience and operations impact is crucial.
• Hiring Manager Interview: A discussion with the User Experience Manager to assess your understanding of UX research principles, VOC strategy, and operational capabilities. Be prepared to discuss your experience with mixed-method research, translating insights, and driving strategic direction.
• Cross-Functional Interviews: Meetings with key stakeholders from eCommerce, Optimization, UX, and potentially IT or Brand teams. These interviews will focus on your ability to collaborate effectively, communicate complex ideas clearly, and influence decision-making through data-driven insights.
• Portfolio Review/Presentation: A dedicated session to present your portfolio or specific case studies. This is a critical step where you'll demonstrate your research process, methodologies, analytical skills, and the tangible impact of your work.
• Final Interview: Potentially with a senior leader to assess cultural fit, strategic thinking, and overall alignment with Caleres' values.

Portfolio Review Tips:

• Structure is Key: Organize your portfolio logically, perhaps by project type or by the business impact achieved. For each project, clearly outline: the problem, your role, methodology, key findings, actionable recommendations, and measurable results.
• Highlight Operations & Impact: Emphasize how your research informed operational processes, drove efficiency, or led to quantifiable business outcomes (e.g., increased conversion rates, reduced customer support tickets, improved NPS scores). Use data visualization where appropriate.
• Tell a Story: Beyond just listing findings, narrate the journey of your research. Explain the "why" behind your methodological choices and how you overcame challenges.
• Tailor to Caleres: Research Caleres' brands and their digital presence. Be prepared to discuss how your skills and past experiences are relevant to their specific business context and challenges.
• Showcase Tool Proficiency: If applicable, briefly mention the tools and technologies you used in your case studies, aligning them with the requirements listed in the job description.

Challenge Preparation:

• Methodology Deep Dive: Be ready to discuss the pros and cons of various qualitative and quantitative research methods, and how you select the most appropriate ones for different business objectives.
• Insight Translation: Prepare examples of how you've turned raw data into compelling, actionable insights that led to concrete changes in product or strategy.
• Stakeholder Management: Anticipate questions about how you manage differing opinions, gain buy-in for your research recommendations, and communicate effectively with non-research audiences.
• Research Ops Thinking: Be prepared to discuss how you would approach scaling research efforts, improving process efficiency, or establishing best practices for a growing team.

📝 Enhancement Note: The emphasis on a "portfolio or case studies" and "clear, compelling storytelling" is a strong signal for operations roles. Candidates should prepare to demonstrate not just research skills, but also the ability to operationalize insights and drive measurable business impact. The interview process is structured to assess both technical research skills and operational/collaboration capabilities.

🛠 Tools & Technology Stack

Primary Tools:

• User Research Platforms: UserTesting, UserZoom, Maze – for conducting remote usability testing, concept testing, and gathering user feedback at scale.
• Survey & VOC Platforms: Qualtrics, Medallia – for designing, deploying, and analyzing customer surveys, managing Voice of Customer feedback programs, and measuring customer satisfaction (e.g., NPS, CSAT).
• Analytics & Behavioral Tools: Adobe Analytics, Quantum Metric – for tracking user behavior on digital platforms, analyzing website performance, identifying conversion bottlenecks, and understanding customer journeys through quantitative data.
• Design & Prototyping Tools: Figma – for collaborating on designs, reviewing prototypes, and potentially conducting in-prototype testing.
• Productivity & Collaboration Tools: Microsoft Office Suite (Word, Excel, PowerPoint, Teams) – for documentation, data analysis, presentation creation, and team communication. Pendo (potentially for in-app messaging, user onboarding, and product analytics).

Analytics & Reporting:

• Adobe Analytics: For in-depth website and application analytics, tracking key performance indicators (KPIs), user flow analysis, and conversion funnel optimization.
• Quantum Metric: For session replay analysis, identifying user friction points, and understanding real-time user behavior.
• Qualtrics/Medallia: For reporting on customer feedback, sentiment analysis, and tracking VOC metrics over time.

CRM & Automation:

• While not explicitly listed, proficiency with CRM systems (e.g., Salesforce) and marketing automation platforms could be beneficial for understanding the broader customer data landscape and how research insights integrate with sales and marketing efforts.
• Integration tools might be relevant for connecting research data with other business systems for holistic analysis.

📝 Enhancement Note: The extensive list of tools indicates a well-resourced digital team that leverages technology heavily. Candidates who can demonstrate proficiency with a combination of these tools, particularly in integrating data from analytics, VOC, and UX research platforms, will be highly competitive. The emphasis on "Research Ops" suggests a need to understand how these tools can be integrated and leveraged efficiently.

👥 Team Culture & Values

Operations Values:

• Results-Oriented: A strong focus on delivering measurable outcomes and driving tangible improvements in customer experience and business performance. This means research must lead to action and demonstrable impact.
• Caring: A commitment to understanding and empathizing with the customer, as well as fostering a supportive and inclusive internal team environment. This translates to ethical research practices and collaborative teamwork.
• Learning: A culture that encourages continuous learning, adaptation, and intellectual curiosity. This is critical for staying abreast of evolving UX research methodologies, VOC best practices, and digital trends.
• Data-Driven: Decisions are informed by evidence, with a strong emphasis on using both qualitative and quantitative data to guide strategy and optimize processes.
• Collaboration: A belief in the power of cross-functional teamwork, open communication, and shared problem-solving to achieve common goals.

Collaboration Style:

• Cross-Functional Integration: Actively engaging with various departments (eCommerce, UX, IT, Brand) to ensure research insights are understood, adopted, and integrated into their respective workflows and strategies.
• Process Review & Feedback: Fostering an environment where research processes and findings are openly discussed, reviewed, and refined, with a culture that values constructive feedback.
• Knowledge Sharing: Proactively sharing research findings, methodologies, and best practices across teams to build collective understanding and elevate the organization's digital maturity.

📝 Enhancement Note: The core values of "Results, Caring, and Learning" are directly applicable to operations roles. They emphasize the need for action-oriented individuals who are empathetic to customer needs and committed to continuous improvement through data and collaboration. This sets the expectation for candidates who can not only perform research but also drive change within the organization.

⚡ Challenges & Growth Opportunities

Challenges:

• Translating Insights into Action: A common challenge in research roles is ensuring that findings lead to concrete changes. This role will require strong influencing and communication skills to overcome potential resistance or inertia within cross-functional teams.
• Balancing Breadth and Depth: Managing multiple research programs and VOC initiatives across various brands and platforms, while maintaining the depth required for impactful insights, can be demanding.
• Data Integration and Synthesis: Effectively combining diverse data sources (qualitative interviews, surveys, analytics, behavioral data) to form a cohesive understanding of the customer experience.
• Keeping Pace with Digital Evolution: The rapidly changing landscape of eCommerce and digital customer behavior requires continuous learning and adaptation of research methodologies and tools.

Learning & Development Opportunities:

• Operations Skill Advancement: Deepen expertise in scaling research operations, developing frameworks for continuous feedback loops, and optimizing research workflows for efficiency and impact.
• Industry Conferences & Certifications: Opportunities to attend leading UX, VOC, and Customer Experience conferences (e.g., UXPA, CXPA) and pursue relevant certifications to enhance professional credibility and knowledge.
• Mentorship and Leadership Development: Potential for mentorship from senior leaders within the UX or Digital teams, and opportunities to develop leadership skills by mentoring junior colleagues or leading specific research initiatives.
• Exposure to Diverse Brands: Gaining experience across Caleres' portfolio of brands offers a unique opportunity to understand varied customer segments and market dynamics within the footwear industry.

📝 Enhancement Note: Identifying these challenges and growth opportunities demonstrates an understanding of the operational realities of a UX/VOC research role. Candidates who can articulate how they would approach these challenges and leverage the growth opportunities will stand out. The focus on "scaling research operations" and "optimizing research workflows" is particularly relevant to operations professionals.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used mixed-method research to solve a complex customer problem on an eCommerce platform. What was your process, what were the key insights, and what was the business impact?" (Focus on methodology, insight generation, and ROI).
• "How would you approach building or scaling a Voice of Customer program for a portfolio of diverse footwear brands? What key metrics would you track, and how would you ensure actionable insights reach the right teams?" (Focus on operational strategy, metrics, and stakeholder alignment).
• "Imagine a significant drop in conversion rates on one of our key product pages. How would you use UX research to diagnose the issue and recommend solutions?" (Focus on problem-solving, analytical approach, and data-driven recommendations).

Company & Culture Questions:

• "Based on your understanding of Caleres and its brands, what do you see as the biggest opportunities or challenges for improving the digital customer experience?" (Demonstrates research into the company and strategic thinking).
• "How do you foster collaboration and buy-in for your research recommendations when working with teams who may have different priorities or perspectives?" (Assesses communication, influencing, and cross-functional collaboration skills).
• "How do you measure the success and impact of your UX research and VOC initiatives? Can you provide an example of how you’ve demonstrated ROI?" (Focus on metrics-driven approach and quantifiable results).

Portfolio Presentation Strategy:

• Highlight Process, Not Just Results: Clearly walk through your methodology, the challenges you faced, your decision-making process, and how you synthesized information. This demonstrates your operational thinking.
• Quantify Everything Possible: Use data, charts, and specific numbers to illustrate the impact of your work. Connect your research findings directly to business outcomes like increased sales, improved engagement, or reduced churn.
• Tell a Compelling Narrative: Weave a story around each project that highlights the problem, your critical role, the journey of discovery, and the ultimate solution or recommendation.
• Focus on Actionability: Emphasize how your insights were translated into actionable steps for product, design, or business teams, and how you ensured these steps were implemented.
• Be Prepared for Deep Dives: Anticipate questions about specific methodological choices, data interpretation, and how you would adapt your approach to Caleres' specific context.

📝 Enhancement Note: The interview questions are designed to probe for deep operational understanding, strategic thinking, and the ability to translate research into tangible business value. Candidates should prepare specific examples that showcase their ability to manage processes, influence stakeholders, and drive measurable results, aligning with the expectations for an operations-focused role.

📌 Application Steps

To apply for this UX and VOC Researcher - Consultant position:

• Submit your application through the provided link on the Caleres careers portal.
• Customize your resume to highlight your experience in UX research, VOC strategy, mixed-method research, and any experience in developing or scaling Research Operations. Use keywords from the job description and quantify your achievements with specific data points.
• Prepare a compelling portfolio that showcases 3-5 of your most impactful projects. Ensure each project clearly details the problem, your role, methodology, key insights, actionable recommendations, and any measurable business impact.
• Practice articulating your research process and findings clearly and concisely, focusing on storytelling and demonstrating how your work drives business results. Be ready to discuss your experience with the specific tools mentioned in the job description.
• Research Caleres' brands and their current digital presence. Understand their customer base and identify potential areas where your UX and VOC expertise could add significant value.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.