Bring your industry trends and knowledge to our team and shape exceptional user experiences through cutting-edge research, influencing product design and functionality.

As an Experience Research Senior Associate in the Design and Customer Experience team, you will play a pivotal role in shaping user experiences across our products and services. Leveraging advanced proficiency in research methods, analysis, and both quantitative and qualitative techniques, identify customer needs and translate them into actionable insights and recommendations. You will act as a core contributor to aid in developing research studies that answer user needs. Your work will directly impact the design, architecture, and functionality of our offerings, collaborating with cross-functional teams to contribute to discussions on design and research, and leading the decision on which methods best suit key design questions.

You will scope and craft research strategy, conduct research, and deliver actionable insights on research initiatives related to our Consumer Banking Products. You will be part of multi-disciplinary teams, including Product Designers and Content Designers, committed to designing the future of banking. You will participate in cross-functional collaboration with Product Managers, Data Analysts, and Engineers, informing prioritization, planning, and decisions along the way to execution. We expect you to have strengths in the core user research parts of this process, and a desire to continually broaden and improve your skills.

Job 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
• Design, administer, and report on these research studies, producing associated materials (e.g., screeners, discussion guides, toplines, etc.) with some guidance
• Support generative and formative research
• Present work, and the rationale behind research findings, to product leadership
• Translate a problem into a testable hypothesis—complete with a specific method and tasks that appropriately respond to research, project, and business objectives
• Help non-researchers (Product Designers, Content Designers, Product Managers) in taking part in user research work

Required qualifications, capabilities, and skills

• 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
• Bachelor’s Degree in relevant research or design discipline (e.g., Interaction Design, HCI, Anthropology, Cognitive Science), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience
• Ability to lead a research study from beginning to end independently
• Experience conducting evaluative research, and supporting generative and formative research
• Demonstrates strong User Research skills; and development in adjacent skills such as UX Writing, Information Architecture, and Interaction Design
• Foundational comfort in presenting findings and insights to team members and stakeholders from multi-disciplinary backgrounds
• Foundational experience with key UX Research tools for studies such as remote research, usability testing

Preferred qualifications, capabilities, and skills

• Foundational understanding of Accessibility Guidelines and Inclusive Design practices
• Foundational project planning and management skills
• Prior work involves collaboration within design teams (with UX Researchers, Product Designers and Content Designers)