Join us to pioneer user experience insights, shaping products that resonate with customers and end users. Foster a culture of continuous learning as you mentor and coach junior researchers and designers and bring your thought leadership and expertise to the team.

As an Experience Researcher in the Business Banking & Merchant Services, you will play a pivotal role in shaping the user experience across our products and services. Leveraging your deep expertise in research methods and user experience design, develop and execute research strategies to uncover valuable insights into the wants, needs, and abilities of our small business customers and end users. Your work will provide the foundation used to inform effective product and service designs across the firm. Apply your advanced knowledge of quantitative and qualitative methods to critically analyze the effectiveness of our existing and future designs as you collaborate with cross-disciplinary teams.

Job responsibilities

• Design and execute comprehensive research studies to identify customer needs, preferences, and behaviors to foster product improvements and innovation
• Analyze and interpret data using advanced quantitative and qualitative methods and translate insights into actionable recommendations for enhancing user experience
• Facilitate surveys and interviews with users to gather information on user needs and desires and create user testing scenarios to further refine the product or feature based on findings
• Mentor and guide junior researchers and designers and foster a culture of continuous learning and knowledge sharing within the user experience design team
• Monitor industry trends and advancements in user experience research methodologies and incorporate innovative techniques to maintain a competitive edge in the market
• Communicate methodologies, insights, and strategic recommendations effectively to leadership and stakeholders at all levels of the organization, championing research best practices and user-centered decision-making
• Create journey maps, service blueprints, and storyboards to identify pain points, opportunities for improvement, and champion innovation in products and features

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in generative and evaluative user experience research, with a strong focus on both quantitative and qualitative research methods
• Proven ability to conduct various research techniques, such as ethnography, surveys, interviews, and advanced data analysis, to derive actionable insights for user experience design
• Demonstrated knowledge of advanced qualitative methods, with evidence of implementing findings that improved product or feature design
• Demonstrated experience in collaborating with cross-functional teams, including UX designers, product managers, and developers, to propel customer-centric decision-making and inform product prioritization
• Experience in designing high-quality research studies with an iterative mindset, with an ability to adapt study parameters to accommodate changing product design needs

Preferred qualifications, capabilities, and skills

• Experience using Figma, Monday.com, Adobe Analytics
• Ability to navigate ambiguity, set clear expectations, and align with stakeholders to maximize the impact and clarity of research efforts