Vice President Experience Research, Machine Learning

Join Consumer & Community Banking Customer Service Operations Design team, where you will explore and advance implementation of responsible AI principles and user experience insights to shape impactful solutions for our businesses to overall improve the customer service experience for our customers and employees.

As a Vice President of Experience Research in Machine Learning in Consumer & Community Banking Operations, 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, you will develop and execute research strategies to uncover valuable insights into the wants, needs, and abilities of our customers and end users.

Your work will inform effective product and service designs across the firm, applying advanced quantitative and qualitative methods to critically analyze the effectiveness of our designs as you collaborate with cross-disciplinary teams.



* 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.


* Mentor and guide junior researchers and designers, fostering a culture of continuous learning and knowledge sharing.


* Monitor industry trends and advancements in user experience research methodologies, incorporating innovative techniques to maintain a competitive edge.

Required Qualifications, Capabilities, and Skills


* 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.

Preferred Qualifications, Capabilities, And Skills


* 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 ...