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Senior User Experience Researcher

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Are you a someone who thrives in a research heavy environment? Do you love to delve deep into the world of User Experience and User research? Is the thought of helping to digitize millions of customer interactions each day while creating new ways to connect that are meaningful and relevant seem like the ideal job for you?

Well then keep reading cause we have an exciting opportunity for you! The Digital Customer Experience team, as part of the CTO organization, is focused on Enabling Innovation, Accelerating Agility, and Empowering Customers by providing breakthrough products and experiences designed to delight customers.

Our client’s team lives by a set of guiding principles:

 Show don’t tell

 One Voice

 Customer Focused

 Simple and Relevant

 Focused on Results

Still with me? I knew you would be!

As part of the User Experience Research (UXR) team, the Senior User Experience Researcher will own smaller research projects, partnering with product owners to create a user-centered experience for the core journeys of our client’s website, and adjacent user journeys. You will champion their customer- centric approach – one that systematically observes, investigates, and optimizes their company’s interactions with its customers by getting real-time feedback from Card Members, as they continually iterate their website. Crucially, the UXR team delivers the user insights informing the creative output from its sister team – the User Experience and Design team – as you design the next generation of their digital assets.

The Senior UX Researcher will also work closely with the Analytics & Experimentation team, along with internal partners and other functions across the organization. As Senior Researcher you will be hands-on in the delivery of user experience research, owning your assigned project/s. This is a very exciting opportunity for someone who can blend business needs with customer focus to drive innovative solutions.

Now, let’s get into the day to day job responsibilities:

 Owner of assigned project/s, delivering insights for consumer-facing digital experiences during all phases of design and development.

 Undertake UXR across client’s website – core and adjacent journeys – using a variety of methodologies and a Human Factors approach, in an Agile environment.

 Consult with Lead Researchers, internal product owners and UX/UI designers, to determine research requirements, and make appropriate recommendations to meet identified needs.

 Work with rostered agencies to carry out usability and user experience research with customers, and make those insights relevant to our business.

 Generate cross-channel insight based on research outcomes, bringing best practices and innovative thinking to the organization.

 Ensure a cohesive user experience across products, channels (including browser and mobile), and markets.

 Partner effectively with Product, Marketing/Content, Standards, UX, Visual Design, Analytics/Testing, Capabilities, Web Engineering and business partners in a matrix environment.

 Be the voice of the customer to internal teams and partners.

 Infuse the culture with a user-centered mindset.

Sounds good? Excellent, I knew it would! Now let’s talk about qualifications;

 5+ years interactive/digital experience, with a passion for User Experience Research.

 Experience in identifying research needs, using multiple methodologies to meet those needs, and aligning them with business strategy and digital product/platform development.

 Knowledge of a range of qualitative methodologies and tools, e.g. usability testing, remote testing, focus groups, card sorting and co-creation.

 An understanding of how quantitative research methods (A/B, MVT testing) work together with qualitative methods to provide a comprehensive range of insights.

 Ability to drive results whilst managing smaller project/s and deliverables in a fast-paced, changing environment.

 Not afraid to question the status quo for the benefit of the customer.

 Communication and presentation ability.

 Committed to turning insights into actionable recommendations for digital product owners and design teams.

 Can manage stakeholders and vendor partners effectively, to ensure project delivery.

 Ability to draw on multiple inputs (reporting data, metrics, qualitative and quantitative insights, and stakeholder/business direction) to arrive at customer-focused recommendations.

And last but not least, educational requirement;

 Bachelors Degree in Computer Science, Product/Interaction Design, Human Computer Interaction or related field.

Sounds like your cup of tea? Great, let me know why you are THE person to get this job done! I want to hear all about it!

Please send your resume and portfolio to;

I can’t wait to hear from you!

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