Consumer & Community Banking Operations needs to explore and advance implementation of responsible AI principles and user experience insights to shape impactful solutions for their businesses to overall improve the customer service experience for their customers and employees.
Requirements
- 5+ years of experience or equivalent expertise in generative and evaluative user experience research, with experience in mixed methods approaches.
- 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.
- Experience collaborating with cross-functional teams, including UX designers, product managers, data science, data analytics to drive user-centric decision-making to deliver scalable outcomes.
Responsibilities
- Lead, design and execute research studies within a quad model, to discover ways of using AI/ML to optimize servicing operations.
- Partner with Data Analytics to understand feature adoption, design studies to uncover adoption barriers, and remedies.
- Design, and lead co-design workshops, championing the voice of the user and design iteration.
- Define and execute usability assessments, and manage dissemination of results and integration of findings in product road map.
- Foster collaboration between research, design and product team, including participating and presenting in product walls, mentoring, and cross-team initiatives.
- Monitor industry trends and advancements in user experience research methodologies, incorporating innovative techniques to maintain a competitive edge.
Other
- Mentor and guide junior researchers and designers, fostering a culture of continuous learning and knowledge sharing.
- Previous experience or knowledge in Servicing Operations
- Experience in regulated industry, banking preferred
- Demonstrated ability to craft and pivot discovery approach and delivery of outcomes given shifting circumstances
- Ability to multi-task across different projects
- Demonstrated strong presentation and storytelling skills with the goal of influencing cross-functional Sr. Executive teams.
