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 impactful customer experience improvements through expert UX and Voice of Customer (VOC) research.
• Translate complex qualitative and quantitative data into actionable insights that inform product strategy and digital enhancements.
• Foster strong cross-functional partnerships with eCommerce, Optimization, UX, IT, and Brand teams to champion customer-centric initiatives.
• Lead the evolution of Research Operations and VOC programs to enhance overall Digital Maturity within the organization.

📝 Enhancement Note: While the title includes "Consultant," the description and requirements suggest a full-time, embedded role within Caleres, focusing on ongoing research operations rather than external project-based consulting. The role is firmly within the GTM (Go-To-Market) and Digital Operations space, bridging customer understanding with strategic business decisions.

📈 Primary Responsibilities

• Spearhead the design, execution, and analysis of mixed-method UX and VOC research initiatives to uncover deep customer needs and pain points across digital touchpoints.
• Develop and maintain robust VOC survey programs and reporting mechanisms, ensuring insights are actionable, user-friendly, and aligned with industry best practices for continuous improvement.
• Collaborate closely with eCommerce, Optimization, UX, IT, and Brand teams to integrate research findings into product roadmaps, feature development, wireframes, prototypes, and strategic planning cycles.
• Present compelling insights and data-driven recommendations to stakeholders through clear, engaging storytelling, influencing design decisions and strategic direction.
• Own and evolve UX Research and VOC programs, providing thought leadership and driving advancements in the company's overall Digital Maturity.
• Conduct in-depth analysis of qualitative and quantitative customer data to provide clear and actionable guidance that shapes product strategy, experience optimization, and roadmap decisions.
• Stay abreast of emerging trends in UX, VOC, eCommerce, and customer behavior, sharing knowledge and best practices across the organization.
• Support planning cycles by identifying research needs, advising on appropriate methodologies, and assessing opportunity areas for digital experience enhancement.
• Apply design thinking principles to clarify problems, refine user experiences, and envision future customer journeys, ensuring a customer-first approach.
• Coach and mentor designers, developers, and product partners on UX/VOC best practices and the strategic application of research insights.

📝 Enhancement Note: The core responsibilities highlight a proactive, strategic role that goes beyond data collection to actively influencing product development and business strategy. The emphasis on "driving advancements in Digital Maturity" indicates a need for someone who can not only conduct research but also contribute to the operationalization and scaling of research practices.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree in a related field (e.g., Human-Computer Interaction, Psychology, Sociology, Marketing, Business) or an equivalent UX/Research certification.

Experience:

• 5+ years of progressive experience in UX Research, VOC Strategy, or Customer Insights, with a strong preference for experience within an e-commerce environment.
• Demonstrated experience in developing and scaling Research Operations programs.
• Proven ability to coach designers, developers, and product partners on user research methodologies and insights application.

Required Skills:

• Mixed-Method Research Expertise: Deep understanding and practical application of various qualitative (e.g., interviews, usability testing, focus groups) and quantitative (e.g., surveys, analytics, A/B testing) research methods.
• Customer Insights & VOC Strategy: Proven ability to design, manage, and analyze Voice of Customer programs and translate findings into strategic recommendations.
• Storytelling & Presentation: Exceptional ability to communicate complex research findings and actionable insights clearly and compellingly to diverse stakeholders through presentations and narrative.
• Cross-Functional Collaboration: Adept at partnering with various teams (eCommerce, UX, IT, Brand, Product) to drive consensus and implement data-driven solutions.
• Research Operations (Research Ops): Experience in building, managing, and optimizing research processes, tools, and team enablement to drive efficiency and impact.
• Design Thinking: Proficiency in applying design thinking frameworks to problem-solving, user journey mapping, and conceptual exploration.
• Agile Environment Adaptability: Ability to thrive and deliver effectively in a fast-paced, agile setting.

Preferred Skills:

• E-commerce Optimization: Experience in optimizing online customer journeys and conversion funnels based on research insights.
• Data Analysis & Synthesis: Strong analytical skills to synthesize qualitative and quantitative data from multiple sources into cohesive insights.
• User Testing Platforms: Proficiency with tools like UserTesting, UserZoom, Maze.
• VOC Platforms: Experience with survey and feedback tools such as Qualtrics, Medallia, or similar.
• Analytics & Behavioral Tools: Familiarity with tools like Pendo, Quantum Metric, or Adobe Analytics for understanding user behavior.
• Design Tools: Basic familiarity with design collaboration tools like Figma.
• Mentorship & Coaching: Experience in guiding and developing junior researchers or cross-functional partners.

📝 Enhancement Note: The requirement for "5+ years" suggests a mid-to-senior level individual contributor role. The emphasis on "Research Ops" and "Digital Maturity" implies a need for someone who can not only perform research but also think strategically about how research functions within a larger organization and contribute to its operational excellence. The specific tool mentions indicate a need for hands-on experience or a strong understanding of how these tools contribute to the research lifecycle.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Research Impact: Showcase a portfolio of past projects that clearly articulates the research problem, methodology used, key findings, and, most importantly, the measurable impact of the research on product decisions, user experience, or business outcomes (e.g., conversion rates, customer satisfaction, task completion).
• Methodology Diversity: Include case studies that highlight your expertise in applying a range of mixed-method research techniques, detailing why specific methods were chosen for particular problems.
• VOC Program Design: Present examples of VOC survey design, analysis, and reporting, demonstrating how you've translated customer feedback into actionable insights and improvements.
• Cross-Functional Collaboration Examples: Illustrate how you've partnered with design, product, engineering, and marketing teams, showing your ability to influence stakeholders and drive consensus based on research.
• Problem Framing & Solutioning: Showcase your ability to frame research questions effectively and how your research led to concrete design or strategic solutions.

Process Documentation:

• Research Lifecycle Management: Be prepared to discuss your experience in managing the end-to-end research lifecycle, from planning and recruitment to moderation, analysis, and reporting.
• Research Ops Frameworks: Articulate your understanding of establishing efficient research operations, including participant recruitment strategies, tool management, knowledge sharing, and best practice documentation.
• Insight Synthesis & Dissemination: Demonstrate how you structure and disseminate research findings to ensure they are understood, actionable, and integrated into decision-making processes.
• Continuous Improvement Processes: Discuss your approach to continuously improving research methodologies, tools, and processes based on feedback and evolving business needs.

📝 Enhancement Note: For a role of this nature, a strong portfolio is paramount. It's not just about showing what research was done, but how it was done, why it mattered, and the tangible results it achieved. Candidates should be ready to walk through 2-3 key projects that showcase their end-to-end research capabilities and strategic impact, particularly in an e-commerce context. The emphasis on "Research Ops" means demonstrating an understanding of scaling research effectively.

💵 Compensation & Benefits

Salary Range:

• For a UX and VOC Researcher - Consultant role with 5-10 years of experience in Clayton, MO, the estimated salary range is between $90,000 and $130,000 annually. This range accounts for the specialized nature of UX/VOC research, the consultant aspect implying potential for strategic input, and the cost of living in the St. Louis metropolitan area.

Benefits:

• Comprehensive Health, Dental, and Vision Insurance: Covering medical, vision, and dental needs for associates and their families.
• 401(k) Retirement Savings Plan: With potential company matching contributions to support long-term financial goals.
• Paid Time Off (PTO): Including vacation days, sick leave, and company-observed holidays for work-life balance.
• Employee Discount Program: On Caleres' diverse portfolio of footwear brands, reflecting company pride and product accessibility.
• Professional Development Opportunities: Including access to training, conferences, and certifications to enhance UX and VOC skill sets.
• Potential for Performance-Based Bonuses: Tied to individual and company performance metrics.
• Employee Assistance Program (EAP): Providing confidential support for personal and professional challenges.

Working Hours:

• Standard full-time workweek, typically 40 hours.
• The role is based in Clayton, MO, indicating on-site or hybrid expectations.
• Flexibility may be available for research-related activities or to accommodate project deadlines, with a focus on delivering results rather than strict hour-counting.

📝 Enhancement Note: The salary estimation is based on industry benchmarks for UX Researchers and Customer Insights professionals in major US metropolitan areas, adjusted for the specific experience level and the "Consultant" designation which can sometimes command a premium for strategic input. Benefits are standard for a company of Caleres' size and industry, with a focus on elements that support professional growth and well-being, which are particularly attractive to experienced operations professionals. The "Consultant" title in the job title, while potentially suggesting external work, is more likely to signify a high-impact, strategic internal role given the context of being part of Caleres.

🎯 Team & Company Context

🏢 Company Culture

Industry: Footwear Retail (Global) Company Size: Caleres is a significant global footwear company, indicating a large enterprise structure with multiple brands and operational departments. This size offers stability and resources for research initiatives. Founded: 1878, Caleres (originally Brown Shoe Company) has a long-standing legacy in the footwear industry, suggesting a deep understanding of retail and consumer behavior, combined with a drive for innovation.

Team Structure:

• Research & Insights Hub: The UX and VOC Researcher will likely be part of a dedicated User Experience or Digital Insights team, reporting to a User Experience Manager.
• Cross-Functional Integration: This role necessitates close collaboration with various departments including eCommerce, Digital Optimization, UX/UI Design, IT, Marketing, and individual Brand teams, fostering a matrixed work environment.
• Reporting Hierarchy: While the role is hands-on research, the "Consultant" title and responsibilities suggest a level of autonomy and strategic influence, potentially reporting into a Director or VP of Digital/eCommerce.

Methodology:

• Customer-Centric Approach: Caleres emphasizes "inspiring people to feel great…feet first," indicating a strong focus on customer satisfaction and experience.
• Data-Driven Decision Making: The role's emphasis on translating insights into actionable recommendations highlights a commitment to using data to inform strategy and design.
• Iterative Improvement: The mention of "Digital Maturity" and "experience optimization" points to a culture that values continuous learning and iterative development based on customer feedback and market trends.

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

📝 Enhancement Note: Caleres' extensive history and portfolio of well-known brands suggest a mature organization that is investing in its digital presence. The "Consultant" aspect of the title, combined with the emphasis on driving "Digital Maturity," implies that this role is expected to bring elevated expertise and strategic thinking to the research function, potentially helping to shape best practices and influence broader digital strategy.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a mid-to-senior individual contributor (IC) level, often referred to as a Senior UX Researcher or Customer Insights Lead. The "Consultant" title suggests a candidate expected to operate with a high degree of autonomy and strategic influence, capable of guiding and mentoring others.

Reporting Structure: The role will likely report to a User Experience Manager or a Director of Digital Experience/eCommerce. The day-to-day will involve significant collaboration with cross-functional teams, including eCommerce, Optimization, UX/UI Design, IT, and Brand Marketing.

Operations Impact: The primary impact this role will have is on enhancing the digital customer journey, directly influencing conversion rates, customer satisfaction (CSAT), Net Promoter Score (NPS), and overall brand perception across Caleres' digital platforms. By providing deep customer understanding, this role will be crucial in optimizing marketing spend, improving user engagement, and driving revenue growth through superior digital experiences.

Growth Opportunities:

• Specialization & Leadership: Potential to lead specific research initiatives, grow into a Senior/Lead Researcher role, or transition into managing a research team as the function matures.
• Strategic Influence: Opportunity to shape the company's digital strategy and roadmap by consistently providing valuable, actionable customer insights.
• Cross-Functional Advancement: Experience gained in understanding various brand needs and digital operations can open doors to roles in Product Management, Digital Strategy, or eCommerce Leadership.
• Skill Development: Continuous learning in advanced research methodologies, new tools, and emerging customer behavior trends, supported by the company's commitment to learning and development.

📝 Enhancement Note: The "Consultant" title suggests this role is pivotal in elevating Caleres' research capabilities. Growth path likely involves deepening expertise, leading larger projects, and potentially mentoring junior team members or influencing broader GTM and digital strategy.

🌐 Work Environment

Office Type: The position is located in Clayton, MO, suggesting a professional office environment. Given the "Consultant" title and the nature of research, a hybrid work model is plausible, allowing for focused work at home and collaborative sessions in the office. However, the primary indication is an on-site role in Clayton.

Office Location(s): Clayton, Missouri, a suburb of St. Louis, offers a professional business district with access to amenities. This location is suitable for talent within the greater St. Louis metropolitan area.

Workspace Context:

• Collaborative Spaces: The office environment is likely equipped with meeting rooms and collaborative areas conducive to team brainstorming, stakeholder presentations, and design thinking workshops.
• Technology & Tools: Access to standard office technology, high-speed internet, and potentially dedicated research lab spaces or equipment if needed for specific qualitative studies. The company provides access to necessary research and analytics software.
• Team Interaction: Opportunities for regular interaction with UX/UI designers, product managers, eCommerce specialists, and other key stakeholders for seamless integration of research into workflows.

Work Schedule:

• Standard business hours are expected, typically Monday through Friday.
• The role requires flexibility to accommodate project timelines, user availability for research, and cross-functional team needs, with a focus on delivering high-quality insights and recommendations.

📝 Enhancement Note: The specific mention of Clayton, MO, and the "Consultant" title imply a professional, potentially hybrid, but primarily office-based role. The emphasis on collaboration suggests an environment where face-to-face interaction is valued for driving insights and strategy.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely conduct an initial phone screen to assess basic qualifications, experience, and cultural fit. Be prepared to briefly articulate your experience in UX/VOC research and its impact.
• Hiring Manager Interview: A more in-depth discussion with the Hiring Manager (e.g., UX Manager) focusing on your research philosophy, methodologies, and specific project examples.
• Portfolio Review & Presentation: This is a critical stage. You will likely be asked to present 1-2 case studies from your portfolio, detailing your process, findings, and the resulting impact. Be ready to answer detailed questions about your approach.
• Cross-Functional Interviews: Interviews with key stakeholders from eCommerce, Design, IT, or Brand teams to assess your collaboration skills, ability to translate insights into actionable recommendations, and understanding of business context.
• Final Interview: Potentially with a senior leader (e.g., Director of Digital) to discuss strategic alignment and long-term vision.

Portfolio Review Tips:

• Focus on Impact: Clearly articulate the business problem, your research approach, key insights, and the measurable business impact (e.g., increased conversion, reduced support tickets, improved user satisfaction). Quantify results whenever possible.
• Showcase Methodology: Detail why you chose specific research methods and how they addressed the research objectives. Highlight your expertise in mixed-methods.
• Demonstrate Problem-Solving: Present how your research directly informed design decisions, product strategy, or process improvements.
• Tell a Story: Structure your case studies as narratives that engage the interviewer and highlight your critical thinking and problem-solving skills.
• Tailor to Caleres: If possible, subtly tailor your examples to demonstrate understanding of the retail/footwear industry or similar e-commerce challenges.

Challenge Preparation:

• Hypothetical Research Scenario: Be prepared for a scenario-based question where you might be asked to outline a research plan for a specific business challenge (e.g., declining conversion on a product page, improving post-purchase experience).
• Insight Synthesis Task: You might be given sample qualitative or quantitative data and asked to synthesize key insights and recommend next steps.
• Process Improvement Discussion: Be ready to discuss how you would establish or improve research operations within a growing e-commerce team.

📝 Enhancement Note: The interview process will heavily scrutinize both research craft and business impact. A strong portfolio that tells a compelling story of research driving tangible business results is essential. Candidates should be prepared to articulate their thought process clearly and defend their methodological choices.

🛠 Tools & Technology Stack

Primary Tools:

• Qualitative Research Platforms: UserTesting, UserZoom, Maze (for remote usability testing, unmoderated studies, surveys).
• Quantitative Research & Survey Tools: Qualtrics, Medallia (for designing, deploying, and analyzing customer surveys, VOC programs, and feedback collection).
• Behavioral Analytics & Product Insights: Pendo, Quantum Metric (for understanding user behavior on digital platforms, identifying friction points, and measuring feature adoption).
• Web Analytics: Adobe Analytics (for understanding website traffic, user flows, conversion funnels, and campaign performance).
• Design & Collaboration Tools: Figma (for collaborating on wireframes, prototypes, and design artifacts; understanding design context).
• Standard Office Suite: Microsoft Office (Word for reports, Excel for data analysis, PowerPoint for presentations).

Analytics & Reporting:

• Proficiency in synthesizing data from web analytics (Adobe Analytics), behavioral analytics (Pendo, Quantum Metric), and survey platforms (Qualtrics) to create comprehensive customer insights reports.
• Experience in developing dashboards or reports that visualize key customer experience metrics and trends.

CRM & Automation:

• While not primary, familiarity with how customer data is managed in CRM systems (e.g., Salesforce) and how automated customer feedback loops are created would be beneficial.

📝 Enhancement Note: Proficiency with a range of user research, VOC, and analytics tools is critical. The specific tools listed (UserTesting, Qualtrics, Adobe Analytics, Figma) indicate that hands-on experience is expected, and the ability to integrate insights from these various sources is key.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A deep commitment to understanding and advocating for the customer at every stage of the digital journey.
• Data-Driven Decision Making: Valuing evidence-based insights to guide strategy, design, and business decisions.
• Collaboration & Partnership: Working effectively with diverse teams to achieve shared goals and drive collective success.
• Continuous Learning & Curiosity: An eagerness to explore new methodologies, tools, and customer behaviors, fostering personal and professional growth.
• Impact & Results Orientation: Focusing on delivering actionable insights that lead to measurable improvements and business outcomes.

Collaboration Style:

• Proactive Engagement: Actively seeking out opportunities to collaborate with cross-functional partners, sharing insights early and often.
• Empathetic Communication: Understanding stakeholder needs and perspectives, tailoring communication to ensure research findings resonate and are actionable.
• Knowledge Sharing: A culture of sharing research best practices, findings, and learnings across teams to foster a collective understanding of the customer.
• Constructive Feedback Loop: Openness to receiving and providing feedback on research approaches, insights, and recommendations to continuously refine efforts.

📝 Enhancement Note: The company values of "results, caring and learning" directly translate into the expected culture for this role. The emphasis on cross-functional collaboration and customer-centricity implies a dynamic, team-oriented environment where insights are actively sought and utilized.

⚡ Challenges & Growth Opportunities

Challenges:

• Synthesizing Diverse Data: Integrating insights from various qualitative and quantitative sources (surveys, analytics, user interviews, usability tests) into a cohesive narrative.
• Driving Action from Insights: Ensuring that research findings translate into concrete changes and are not just reports filed away, especially within a large organization with multiple brands.
• Balancing Research Rigor with Speed: Navigating the need for thorough, methodologically sound research against the demands of a fast-paced e-commerce environment.
• Evolving Digital Landscape: Keeping pace with rapid changes in customer behavior, technology, and digital marketing trends.
• Championing Research Ops: Establishing and scaling effective research operations processes that support consistent, high-quality research across multiple brands and teams.

Learning & Development Opportunities:

• Advanced Methodologies: Opportunities to deepen expertise in specialized research techniques (e.g., advanced analytics interpretation, behavioral economics, generative AI in research).
• Tool Proficiency: Mastering new and existing research, analytics, and collaboration tools to enhance efficiency and insight generation.
• Cross-Brand Exposure: Gaining a broad understanding of different brand strategies and customer segments within the Caleres portfolio.
• Strategic Influence: Developing skills in stakeholder management and strategic communication to increase the impact of research on business decisions.
• Mentorship: Potential to mentor junior team members or peers, solidifying knowledge and developing leadership skills.

📝 Enhancement Note: This role offers the chance to tackle complex, impactful challenges in a dynamic retail environment. The growth opportunities are tied to both deepening specialized research skills and expanding strategic influence within the organization.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you used mixed-method research to solve a complex customer problem. What was your process, what were the key insights, and what was the ultimate impact?" (Focus on methodology, synthesis, and quantifiable results).
• "How would you establish or improve a Voice of Customer program for an e-commerce brand like [mention a Caleres brand]? What metrics would you track and why?" (Demonstrate understanding of VOC lifecycle, KPIs, and actionable reporting).
• "Imagine a key metric on our website (e.g., conversion rate on product pages) has dropped. How would you approach researching the root cause?" (Showcase your problem-framing, hypothesis generation, and research planning skills).

Company & Culture Questions:

• "What do you know about Caleres and our brands? How do you see UX research contributing to our mission of 'inspiring people to feel great...feet first'?" (Research the company, its brands, and its mission. Connect your role to their values).
• "How do you approach collaborating with non-research stakeholders (e.g., product managers, marketers, developers) to ensure your insights are understood and acted upon?" (Highlight your communication and influence skills, focus on partnership).
• "Describe your experience with Research Operations. What are the key components of a successful Research Ops function, and how would you contribute to ours?" (Articulate your understanding of scaling research, efficiency, and enablement).

Portfolio Presentation Strategy:

• Structure Your Case Studies: Use a consistent framework (e.g., Problem -> Approach -> Findings -> Impact -> Learnings).
• Quantify Impact: Whenever possible, use numbers to show the business value of your research (e.g., "This research led to a design change that increased conversion by X%," or "Identified a usability issue that impacted Y% of users, leading to a fix that reduced support tickets by Z%").
• Highlight Your Role: Clearly define your specific contributions, especially in team projects.
• Be Prepared for Deep Dives: Anticipate questions about your methodology choices, data analysis techniques, and how you handled challenges or unexpected findings.
• Practice Your Narrative: Rehearse your presentation to ensure it flows logically, is concise, and effectively communicates the value of your work.

📝 Enhancement Note: Interview preparation should focus on demonstrating not just research proficiency, but also strategic thinking, business acumen, and the ability to drive tangible results in an e-commerce context. The portfolio presentation is the prime opportunity to showcase this.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the Dayforce portal.
• Curate Your Portfolio: Select 2-3 of your most impactful UX/VOC research projects that best showcase your mixed-method expertise, problem-solving skills, and ability to drive measurable business results in an e-commerce or similar digital environment. Tailor your presentation to highlight the "impact" and "actionable insights" aspects.
• Optimize Your Resume: Ensure your resume clearly highlights your 5+ years of relevant experience, proficiency with key tools (Qualtrics, UserTesting, Adobe Analytics, Figma), and achievements related to UX research, VOC strategy, and Research Operations. Use keywords from the job description.
• Prepare Your Presentation: Practice presenting your chosen portfolio case studies, focusing on clear storytelling, quantifying impact, and articulating your strategic approach. Be ready to discuss your experience with Research Ops and cross-functional collaboration.
• Research Caleres: Familiarize yourself with Caleres, its brands, its mission, and its recent digital initiatives. Understand their customer base and the competitive landscape in footwear retail. Consider how your research skills can directly support their business objectives.

⚠️ 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.