Sr. UX Researcher

job summary:

• You share our passion for customer experience and problem-solving.
• You play well with othersbut you aren't afraid to stand up for what you think is right. You're diplomatic and flexible, and you've got what it takes to influence others.
• You see the big picture, but you also find satisfaction in making every detail right.
• You're committed to understanding customer needs and advocating for the best experience.
• You are naturally curious. You listen more than you talk, and draw connections across projects and products.
• You have a proven track record of leveraging creative research methods to answer difficult questions and generate actionable insights.

• Have an understanding of the user-centered design process, including personas, task analysis, task flows, interaction design, and content strategy
• Understand what's technically possible, and how business rules work with customer experience
• Are a self-starter, organized and able to work on several projects at once, as well as, efficiently and gracefully managing competing priorities
• Are comfortable with degrees of ambiguity as our team is evolving to help our partners work smarter and faster in our new agile environment

• Collaborating with various partners including: Product Managers, Customer Experience Designers, Content Strategists, and Producers to:
  • understand business goals and identify and prioritize customer needs
  • infuse existing primary and secondary knowledge
  • generate new customer insights on customer experiences primarily focusing on digital experiences for online and mobile banking tools and features, financial education, product information, tools, and applications
• Leading/managing research studies in collaboration with our trusted research vendors, as well as, directly managing and facilitating qualitative research
• Communicating research findings to all levels of the organization and advocating for exceptional customer experiences
• Ensuring that insights are connected to all related efforts

• 5+ years of product management experience, product development experience, or a combination of both

• 5+ years focused experience in usability testing of digital (web and mobile) interfaces
• Experience with a variety of research methods, including 1-on-1 interviews, group facilitation, card sorts, RITE, unmoderated remote/online, and field studies
• Experience with the user-centered design process including creating and/or using a variety of artifacts such as personas, scenarios, task flows, wireframes, etc.
• Experience conducting research with a wide variety of end users and strong presentation skills
• Ability to work and influence successfully within a matrixed environment and build effective business partnerships with all levels of team members
• Excellent verbal, written, and interpersonal communication skills
• Outstanding problem solving and decision making skills
• Financial services experience
• Knowledge and understanding of Agile
• Vendor management experience
• Advanced education or training in the areas of HCI, Human Factors, Information Science or professional certification including Certified Usability Analyst
• Experience with standard research tools including use of Morae/Camtasia software, audio/video set up, remote testing and observation tools (e.g., WebEx, Go To Meeting, Zoom), etc.

• working in a smoke free environment

• Experience level: Experienced
• Minimum 5 years of experience
• Education: Bachelors (required)

• user research documentation
• UX Research
• usability testing
• Product Management (4 years of experience is preferred)
• Research & Development (5 years of experience is preferred)