Shaping exceptional user experiences through cutting-edge research, influencing product design and functionality for Consumer & Community Banking (CCB) Operations Product organization.
Requirements
- 3+ years of experience or equivalent expertise in generative and evaluative user experience research, employing advanced research methods and techniques
- Demonstrated proficiency in both quantitative and qualitative research methods, including survey and interview design, ethnography, and data analysis
- Advanced knowledge of user experience design principles and practices, with a focus on how ethnographic principles influence effective user experiences
- Advanced understanding of current research methodologies, with the ability to review and understand how to apply current research practices to better inform experience designs
- Strong strategic and analytical skills, with the ability to uncover deeply-rooted insights, test hypotheses, and recommend solutions with clear success criteria
Responsibilities
- Conduct and execute research studies using advanced research methods, such as surveys, interviews, ethnography, and quantitative and qualitative techniques, to gather customer insights
- Analyze and interpret data, identify patterns and trends, and provide actionable recommendations to inform user experience design decisions and facilitate improvements in customer satisfaction and engagement
- Collaborate with cross-functional teams to ensure the integration of user insights into product development processes based on research findings
- Contribute to the creation and refinement of experience research strategies and connect craft work to business goals and success metrics, taking into consideration downstream implications
- Stay current with industry trends and incorporate knowledge into team insights
- Leverage insights to create organizational momentum by combining storytelling with strategic rigor: go beyond reporting of data to provide internal functions and lines of businesses with the strategic narratives and actionable insights they need to make business decisions
Other
- Experience managing consulting-type projects, coordinating cross-functional initiatives, and driving alignment across organizations
- Proven ability to manage stakeholders and clients, including senior executives, through active listening, adaptability, and professional maturity
- Effective storyteller, who excels at distilling complex learnings into clear, compelling, simple narratives to facilitate executive decision-making and drive outcomes
- Entrepreneurial and collaborative: takes ownership, acts decisively, and maintains a growth mindset when interacting with peers at all levels
- Foster an environment where risk/control issues are escalated, and threats are anticipated, identified, and addressed pro-actively
